Family Base Activity has stopped working

[jerrynkim]

Family Base Activity has stopped working for the past two days. How do we figure out how/why this has happened? I have read through the forum and see that several have reported this kind of issue in the past and VZ asks some stock questions but then never follows up with their customer. For an unknown reason, Family Base is not showing any Activity from the App or the website, but if you view usage you can see there has been plenty of texting activity. I will answer the stock questions now so that we can get that out of the way and actually get an answer:

1. What kind of device are you using? I have an iPhone 6 and my son has an iPhone 8.
2. What iOS are you using? We are both on iOS 11.2.1
3. What version of the Family Base app are you using? Version 2.0.4
4. Has this feature every worked? Yes, the Activity monitoring has worked up until 2 days ago.
5. Have the phones been updated recently? No
6. Have you logged out of Family Base and back in? Yes, it did not resolve the issue.
7. Have you uninstalled and reinstalled the Family Base app on your phone? Yes, it did not resolve the issue.
8. Have you re-synced the app on your child's phone? Yes, it did not resolve the issue.
9. What texting services is your child using? He uses only SMS texting, iMessage has been disabled and he uses no testing apps.
10. Is Family Base showing Activity from the website? No, but you can see plenty of activity if you view the phone's usage from the website.

Now that this have been taken care of, can we get to a resolution? Please provide a VZ Support phone number for a Family Base specialist so that I can call once as I have little faith that any resolution will result from using this forum.

[ASHMOOREFIELD]

Same here and I know my son has got text one last 2 days because I get his text on the messages+ app, wonder if it will be fixed and if so will it be update, and how long it’s going to take, if taking this long without any updates.

[jerrynkim]

Don't expect an answer from VZ on this. It seems others have had the same issue and have reported it here. VZ responds by asking a bunch of questions and then never following up. I have another issue with FamilyBase to where the time restrictions are not working correctly and posted it here. VZ responded with some suggestions that have nothing to do with resolving the issue but to which I responded to in an effort to get a resolution. They have yet to respond for several days and I suspect they will never answer. They just want you to pay for a service that only works part time. Perhaps they should refocus their monies to customer service, resolving issues and customer retention as they do to advertisement...

[josepht_vzw]

Thanks for reaching out to us. We definitely want you to be able to use all the features of FamilyBase. Does your son's phone have the FamilyBase app or the FamilyBase companion app installed? Are there any other phones on your account that you are using with FamilyBase?

JosephT_VZW

Follow us on TWITTER @VZWSupport

If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[ASHMOOREFIELD]

Family base is now working for my devices!

Ashley [removed]

Personal information removed as required Verizon Wireless Terms of Service​.

Message edited by Verizon Moderator.

Sent from my iPhone

[Daboyzpop]

Great, did Verizon provide you with a solution or did it just start working on its own?  Mine worked for a couple of years and just stopped when my son changed cellphone numbers.  So frustrating, since that feature is probably the only reason to use Smart Family for me.  

[Daboyzpop]

Hi Joseph.  I am having the same issue as reported above, ie family base does not display any call and text activity on my son’s phone, even though he is definitely calling and texting on it.  It is an iPhone 11 Pro Max.  Calls/texts are not always iMessage, so that is not the answer.  Phones have been restarted.  Companion app installed and reinstalled.  Cannot see activity in the app or online.  The problem began after he changed his cellphone number, which he had done before without issue.  

Any help you can offer will be greatly appreciated.  A few days ago, a VZW removed my subscription to family base and resubscribed me in an attempt to fix the problem.  No dice.  

Thanks in advance.  

[Daboyzpop]

Hi Joseph.  I am having the same issue as reported above, ie family base does not display any call and text activity on my son’s phone, even though he is definitely calling and texting on it.  It is an iPhone 11 Pro Max.  Calls/texts are not always iMessage, so that is not the answer.  Phones have been restarted.  Companion app installed and reinstalled.  Cannot see activity in the app or online.  The problem began after he changed his cellphone number, which he had done before without issue.  

Any help you can offer will be greatly appreciated.  A few days ago, a VZW removed my subscription to family base and resubscribed me in an attempt to fix the problem.  No dice.  

Thanks in advance.  

[vzw_customer_support]

It's important you are able to use Verizon Smart Family, and we're here to help. Are you still having issues with Smart Family since your son changed his number? What issues are you having?

KourtneyC_VZW

[vzw_customer_support]

We want to get this working for you. Is the software up-to-date on both your device and your sons? How long ago was his number changed?

KourtneyC_VZW