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Greencarrot's profile

Tutor

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4 Messages

Wed, Dec 5, 2018 4:04 PM

How will we know when Secure Family issues are resolved?

Secure Family has serious issues.

Doesn't map properly

Slows internet/data functions for companion app users to a painfully slow crawl it nothing at all.

Does not allow access to specifically approved websites.

There is a long, ridiculous list...BUT How will AT&T customers know when all the bugs are worked out?

I have completely uninstalled and ended the Secure Family app, as I was not going to pay for something that does not function. Every time you try the app again, your account is charged.

This is alarmingly crazy, how terrible this has rolled out and is making me rethink my cellular carrier.

 

WE NEED ANSWERS!!!!!

ATTHelp

Community Support

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189.5K Messages

3年前

Hello, @Greencarrot,

 

Let's take a look at this. What types of devices are you using the AT&T Secure Family app on? On your Android devices, the OS needs to 5.0 or higher, and on Apple devices, it needs to be iOS 10.0 or later. If not, you will need to update your device for the app to work at peak efficiency for you. Please let us know.

 

James, AT&T Community Specialist

Contributor

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1 Message

3年前

I’m having same issues.   I was in it for a brief few minutes.  Went to go back to add line to manage and now it won’t let me.    Everyone tracking has iPhone and the newest IOS.   I have iPhone with newest update.   Very frustrating.  Cancelling my subscription to this.   

Tutor

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4 Messages

3年前

2 brand new galaxy s9 phones, an LG k20 and a K10. All running Android 7 or higher. It is not the phones. 

I have spoken with ATT twice and the only answers were, unlink, uninstall, reboot phones and a combo of those things...including removing the service from my account and starting from scratch. 

Nothing worked. I had hoped it would be worked out in a week or two, but same thing when I tried again. 

ATTHelp

Community Support

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189.5K Messages

3年前

Hello @Greencarrot, and thanks for responding back to us!

 

We appreciate your feedback regarding the service hiccups with AT&T Secure Family, and do apologize for the inconvenience. Please know that AT&T is working diligently to smooth out the errors with the family service app. We will be more than happy to provide you further updates and changes that will be made towards AT&T Secure Family.

 

Thank you so much for your time, and you have a great evening.

 

Dwight, AT&T Community Specialist

 

Tutor

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4 Messages

3年前

Dwight,

How will customers be notified of changes and improvements to the service?

Tutor

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4 Messages

3年前

It is very irritating to be told you'll be provided with updates and then never hear from customer service again.

I have heard nothing regarding updates to Secure Family. A quick internet search shows there are numerous complaints and no resolutions. This is absolutely ridiculous. After roughly 3 months, there is no communication from AT&T regarding issues that are known and what is being done.

I will admit, I was excited about the rollout of Secure Family. We had Family Map, and loved it. We were considering adding Smart Limits when we were told Secure Family was coming out. Parental controls would be nice, but location mapping for our family it very important.

I will be looking into other carriers and considering a switch to another company. 

It is very irritating to be told you'll be provided with updates and then never hear from customer service again.

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