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Family Base Suspended After Calling 9-1-1
Finnigan
Member

I recently subscribed to Verizon's Family Base to monitor our juvenile daughter's phone usage.  This evening I found it necessary to contact 9-1-1 to report an incident in progress.  A short time later I received a text message from Verizonwireless notifying me that my Family Base Controls were suspended because I called 9-1-1. As a law enforcement officer, I utilize 9-1-1 services more often than the average citizen.  Now, whenever I phone in an emergency to 9-1-1 I'll have to reset my Family Base Controls?  What possible reason could there be to suspend Family Base Controls just because 9-1-1 has been called?

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Re: Family Base Suspended After Calling 9-1-1
naansalad
Sr. Member

911 Experience

FamilyBase FAQs | Verizon Wireless

911 Experience 

Collapse All  

  1.   Can I use a phone controlled with FamilyBase to call or text 911? 
    Yes, the FamilyBase Controls feature doesn't restrict phones on your account from calling or receiving calls from 911. If a phone on your account calls 911, calling restrictions set for that phone will be automatically suspended until the Account Owner re-establishes the settings for that line of service.

    The capability to text 911 may be available in select markets. When a device on your account sends a text to 911 in a supported market, the device will be able to receive text replies back from 911. If it's not a supported market, the device will receive an automated reply that text to 911 service isn't available and the user will need to call 911 instead. If they call 911, any voice restrictions that are on the line will be suspended to allow a voice call back from the Public Safety Answering Point (PSAP). However, if the user doesn't call 911 after receiving the automated reply, any voice restrictions that have been set for that phone will continue to apply.

    All voice, messaging and data usage will be billed in accordance with the applicable plan, feature or package.

  2.   What happens when a phone controlled with FamilyBase calls 911?  When a controlled phone dials 911, calling restrictions are automatically suspended until the Account Owner reestablishes the settings for that line of service. A free text message is also sent to the Account Owner stating that:
    • A phone on the account dialed 911
    • The FamilyBase Controls feature has been suspended and must be reinstated online in My Verizon

    When the Account Owner signs in to My Verizon, an alert will appear that contains the mobile number that dialed 911 and an option to Reset FamilyBase Controls. If the Account Owner fails to reset the control, all voice restrictions will remain suspended for that line of service. All voice, messaging and data usage will be billed in accordance with the applicable plan, feature or package.

    Do Not Let Your Children Play With Old Cell Phones. Because old cell phones are still able to dial 9-1-1 even if they are not active with a wireless carrier, they should never be used as toys. Please consider donating old cell phones to Verizon's Hopeline program, where they can be safely recycled and the proceeds used to help prevent domestic violence.


  3.   What happens if a phone controlled with FamilyBase calls 911 while roaming in the United States? 

    If a phone on your FamilyBase account places a call to 911 from the network of a carrier that Verizon Wireless doesn't have a roaming agreement with, it's not possible to provide callback capability from the Public Safety Answering Point (PSAP) to the phone. In these cases where the phone roams outside of the Verizon Wireless network, voice usage will only be "soft stopped" and won't be restricted in order to allow the PSAP to call the phone.

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Re: Family Base Suspended After Calling 9-1-1
pherson
Leader

It is in the Family Base terms and conditions that this will be the case. So it leaves you with a couple options at least: educate the kid on proper cell usage and if they cant or don't comply take away the privelege or reset family base when you have to call 911. It really is quite simple.

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Re: Family Base Suspended After Calling 9-1-1
Finnigan
Member

Pherson::

As I posted, it was I, not my @kid," who called 911, so my "kid" doesn't require further education or disciplining regarding 911 usage.

You missed the point; the question was: WHY are we required to perform a reset to continue using Family Base?

Thanks anyway for taking the time to respond.

Re: Family Base Suspended After Calling 9-1-1
pherson
Leader

I never said it was your kid. The point I was making was if they aren't responsible enough to not be monitored with family base they shouldn't have a phone. And like I said it is in the terms and conditions. All you have to do is search family base, or have read the terms and conditions in the first place.

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Re: Family Base Suspended After Calling 9-1-1
Finnigan
Member

Pherson:

A) I read terms & conditions, but I don't see a reference to 911 calls pertaining to Family Base;

B) Monitoring child's incoming/outgoing calls, text messages, pictures, etc., is a parents' responsibility. I trust my child; I don't trust the pedophiles who hunt children.

C) I did search Family Base, and I wasn't able to find an answer to my question. That's why I turned to the "Community" for an answer. Guess I made a mistake in doing so.

D) My question as to why, after calling 911, we must reset our account in order to continue to use Family Base. Can you provide me with a reasonable, non-judgmental, non-opinionated, answer?

Re: Family Base Suspended After Calling 9-1-1
pherson
Leader

Yes it's in the terms and conditions for the third time, which is on the Verizon website, or call customer service.

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Re: Family Base Suspended After Calling 9-1-1
naansalad
Sr. Member

911 Experience

FamilyBase FAQs | Verizon Wireless

911 Experience 

Collapse All  

  1.   Can I use a phone controlled with FamilyBase to call or text 911? 
    Yes, the FamilyBase Controls feature doesn't restrict phones on your account from calling or receiving calls from 911. If a phone on your account calls 911, calling restrictions set for that phone will be automatically suspended until the Account Owner re-establishes the settings for that line of service.

    The capability to text 911 may be available in select markets. When a device on your account sends a text to 911 in a supported market, the device will be able to receive text replies back from 911. If it's not a supported market, the device will receive an automated reply that text to 911 service isn't available and the user will need to call 911 instead. If they call 911, any voice restrictions that are on the line will be suspended to allow a voice call back from the Public Safety Answering Point (PSAP). However, if the user doesn't call 911 after receiving the automated reply, any voice restrictions that have been set for that phone will continue to apply.

    All voice, messaging and data usage will be billed in accordance with the applicable plan, feature or package.

  2.   What happens when a phone controlled with FamilyBase calls 911?  When a controlled phone dials 911, calling restrictions are automatically suspended until the Account Owner reestablishes the settings for that line of service. A free text message is also sent to the Account Owner stating that:
    • A phone on the account dialed 911
    • The FamilyBase Controls feature has been suspended and must be reinstated online in My Verizon

    When the Account Owner signs in to My Verizon, an alert will appear that contains the mobile number that dialed 911 and an option to Reset FamilyBase Controls. If the Account Owner fails to reset the control, all voice restrictions will remain suspended for that line of service. All voice, messaging and data usage will be billed in accordance with the applicable plan, feature or package.

    Do Not Let Your Children Play With Old Cell Phones. Because old cell phones are still able to dial 9-1-1 even if they are not active with a wireless carrier, they should never be used as toys. Please consider donating old cell phones to Verizon's Hopeline program, where they can be safely recycled and the proceeds used to help prevent domestic violence.


  3.   What happens if a phone controlled with FamilyBase calls 911 while roaming in the United States? 

    If a phone on your FamilyBase account places a call to 911 from the network of a carrier that Verizon Wireless doesn't have a roaming agreement with, it's not possible to provide callback capability from the Public Safety Answering Point (PSAP) to the phone. In these cases where the phone roams outside of the Verizon Wireless network, voice usage will only be "soft stopped" and won't be restricted in order to allow the PSAP to call the phone.

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Re: Family Base Suspended After Calling 9-1-1
Hstechl
Member

Customer Service did not help answer this question.

I am the parent. I called 911 from my device. Verizon disabled my text messaging. 

This is a technical problem, which Verizon does not have a shortage of.

Re: Family Base Suspended After Calling 9-1-1
KH-OrnEsh
Moderator
Moderator

Due to the age of this thread, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.

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Re: Family Base Suspended After Calling 9-1-1
vzw_customer_support
Customer Support

We want the best possible experience for you, Hstechl. I know this is confusing and we want the best for you. We would need some more specifics to best address this. Please respond to the Private Note we have sent.

-RSM. 

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