Wireless Forums

Reply
Posted Sep 25, 2012
7:40:48 AM
View profile
Family map not able to locate iPhone 5!!!

Please help!  The family map service is giving a message of "not able to locate" one of the numbers on my plan.. . It is an iphone 5 and we were able to locate this number before the phone/software upgrade.  The phone is on and in clear range.  It seems like a glitch with the new iPhone software.  Is there a fix out there? 

 

Thanks in advance!

 

 

Please help!  The family map service is giving a message of "not able to locate" one of the numbers on my plan.. . It is an iphone 5 and we were able to locate this number before the phone/software upgrade.  The phone is on and in clear range.  It seems like a glitch with the new iPhone software.  Is there a fix out there? 

 

Thanks in advance!

 

 

5
(1)
  • Rate this reply
View profile
Solved
Oct 2, 2014 7:12:58 AM
5
(1)
Employee

 


PDG170 wrote:

Ok, here it is:  Family Map Does NOT like LTE.  On the phone(s) you are trying to find, You will need to turn off LTE via Settings, Cellular, Enable LTE, switch to Off.

 

Trade off is not able to benefit from LTE

 

It seems this has been an issue for a while, at least since iP5 phones were released.

 

AT&T should really fix this bug, or give users a refund and let them use it for free until resolved.

 

 


Hi there,


Previously you needed to have the Check-In companion app installed on iPhone 5 in order to locate due to LTE, however, with the release of FamilyMap v2.0 or higher you no longer need the companion app and should uninstall it.  

 

For all iPhones you are trying to locate on your FamilyMap account, here are a few things you can do to ensure you can successfully locate your family member:

  1. Uninstall the Check-In companion app if you have it
  2. Install the latest version of the app: FamilyMap (version 2.2)
  3. Open up the app and make sure the family member leaves it running in the background (battery usage is small)
  4. Ensure Location Services are enabled on the family member's device
  5. Try and location - you should be good to go at this point

If you still can't locate the family member device, there are a few reasons this may occur:

  • The family member device didn't register correctly - unfortunately the registration flow for iPhones can be a bit tricky due to the constraints in the iPhone operating system.
  • When a locate request fails, you should get a message of some sort with a link to improve locates (it varies based on whether you used the web or a mobile device) or a message to 'invite' family members to 'join' the family. 
  • If you see the option to 'invite' your family member, tap the link and it will trigger a series of SMS to the family member's device, with instructions to them to 'Join' the family.  It's important that they complete the process or the device will not register with the FamilyMap services.  It isn't as customer friendly as we would like but as I commented earlier, it's a constraint of the device operating system.

Please let me know if this solves the problem; if not we will dig deeper to see what might be happening.

 

Thanks,

 

~AT&T FamilyMap Team

 

 

 

 

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
Accepted Solution

Family map not able to locate iPhone 5!!!

23,180 views
103 replies
(1) Me too
(1) Me too
Post reply
Cancel
Submit
Replies
(103)
0
(0)
  • Rate this reply
View profile
Sep 25, 2012 5:51:15 PM
0
(0)
Tutor

Mine does not locate either. The app does not work, and on the web based locator, it locates randomly.

I know this is a app problem, because icloud locate my phone app locates perfectly.

Mine does not locate either. The app does not work, and on the web based locator, it locates randomly.

I know this is a app problem, because icloud locate my phone app locates perfectly.

Re: Family map not able to locate iPhone 5!!!

2 of 104 (23,110 Views)
0
(0)
  • Rate this reply
View profile
Sep 29, 2012 6:16:01 PM
0
(0)
Contributor

I'm searching for a similar answer ... our son (with an iPhone 4S) was fairly accurate in locating, within a 200 yard radius most times, within a few yards occasionally.  On Friday 9/21, he updated to iOS6 ... and now the most accurate range is 7.2 miles??!!  The entire town fits in that radius?!  When the app was in iTunes App Store, it was an easy place to post feedback, and problems seemed to get rectifide (or at least questions answered) fairly quickly ... I'm not sure where to turn to try and solve this.

 

Other posts in this forum suggest it has something to do with Apple and their Locate my iPhone (and not letting AT&T have access to the same GPS functions?).

 

Hoping it gets resolved soon.

I'm searching for a similar answer ... our son (with an iPhone 4S) was fairly accurate in locating, within a 200 yard radius most times, within a few yards occasionally.  On Friday 9/21, he updated to iOS6 ... and now the most accurate range is 7.2 miles??!!  The entire town fits in that radius?!  When the app was in iTunes App Store, it was an easy place to post feedback, and problems seemed to get rectifide (or at least questions answered) fairly quickly ... I'm not sure where to turn to try and solve this.

 

Other posts in this forum suggest it has something to do with Apple and their Locate my iPhone (and not letting AT&T have access to the same GPS functions?).

 

Hoping it gets resolved soon.

Re: Family map not able to locate iPhone 5!!!

3 of 104 (22,969 Views)
0
(0)
  • Rate this reply
View profile
Sep 30, 2012 8:37:27 PM
0
(0)
Contributor

Previous phone was iPhone 4 --- locate worked ok for months.

 

After upgrading to iPhone 5, the system consistently reports "AT&T FamilyMap could not accurately locate this contact. It is possible that their device is not turned on or they are out of AT&T coverage. Please try again later...."

 

New phone is on and charged.

 

Tried removing the family member, then re-adding.

 

Still no cigar.

Previous phone was iPhone 4 --- locate worked ok for months.

 

After upgrading to iPhone 5, the system consistently reports "AT&T FamilyMap could not accurately locate this contact. It is possible that their device is not turned on or they are out of AT&T coverage. Please try again later...."

 

New phone is on and charged.

 

Tried removing the family member, then re-adding.

 

Still no cigar.

Family Map cannot locate iPhone 5 after upgrade

4 of 104 (23,065 Views)
0
(0)
  • Rate this reply
View profile
Oct 1, 2012 11:52:28 AM
0
(0)
Expert

ptcatl wrote:

Previous phone was iPhone 4 --- locate worked ok for months.

 

After upgrading to iPhone 5, the system consistently reports "AT&T FamilyMap could not accurately locate this contact. It is possible that their device is not turned on or they are out of AT&T coverage. Please try again later...."

 

New phone is on and charged.

 

Tried removing the family member, then re-adding.

 

Still no cigar.


look like they are aware of it but no word on a fix

https://familymap.wireless.att.com/finder-att-family/supportedPhones.htm


ptcatl wrote:

Previous phone was iPhone 4 --- locate worked ok for months.

 

After upgrading to iPhone 5, the system consistently reports "AT&T FamilyMap could not accurately locate this contact. It is possible that their device is not turned on or they are out of AT&T coverage. Please try again later...."

 

New phone is on and charged.

 

Tried removing the family member, then re-adding.

 

Still no cigar.


look like they are aware of it but no word on a fix

https://familymap.wireless.att.com/finder-att-family/supportedPhones.htm

Re: Family Map cannot locate iPhone 5 after upgrade

5 of 104 (22,993 Views)
0
(0)
  • Rate this reply
View profile
Nov 1, 2012 8:07:07 AM
0
(0)
Former Community Manager
Edited by jamileh on Nov 2, 2012 at 7:27:25 AM

Hey folks, 

 

I'm sorry that you had some difficulty with AT&T FamilyMap when using your new phone. Are you still seeing an issue with not being able to locate family members on the map?

 

If so, will you please send me a private message with your name, account number, phone number and the best time to contact you?

Please also see the message regarding iPhone 5 and AT&T FamilyMap here: https://familymap.wireless.att.com/finder-att-family/supportedPhones.htm

 

Prepaid and Go Phone services are not supported. You may experience issues with the FamilyMap service being able locate iPhone 5. This does not affect your ability to use the FamilyMap app on iPhone5 to locate other phones on your FamilyMap account (other than iPhone5). AT&T is working quickly to completely support iPhone 5.

To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Hey folks, 

 

I'm sorry that you had some difficulty with AT&T FamilyMap when using your new phone. Are you still seeing an issue with not being able to locate family members on the map?

 

If so, will you please send me a private message with your name, account number, phone number and the best time to contact you?

Please also see the message regarding iPhone 5 and AT&T FamilyMap here: https://familymap.wireless.att.com/finder-att-family/supportedPhones.htm

 

Prepaid and Go Phone services are not supported. You may experience issues with the FamilyMap service being able locate iPhone 5. This does not affect your ability to use the FamilyMap app on iPhone5 to locate other phones on your FamilyMap account (other than iPhone5). AT&T is working quickly to completely support iPhone 5.

To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Family map not able to locate iPhone 5!!!

[ Edited ]
6 of 104 (22,565 Views)
0
(0)
  • Rate this reply
View profile
Nov 3, 2012 9:21:25 AM
0
(0)
Contributor

i wonder why the ATT rep Jamileh asks for a private message instead of just posting an answer?

i wonder why the ATT rep Jamileh asks for a private message instead of just posting an answer?

Re: Family map not able to locate iPhone 5!!!

7 of 104 (22,415 Views)
0
(0)
  • Rate this reply
View profile
Nov 4, 2012 3:36:55 AM
0
(0)
Expert

jcmurphy wrote:

i wonder why the ATT rep Jamileh asks for a private message instead of just posting an answer?


for the simple reason a lot of the information that is requested is private and links to your account details - woudl you want to post those in a open forum? The answer is not atomagic derived from blue smoke and mirrors, sensitive account information is required to research the true issue and come up with the response


jcmurphy wrote:

i wonder why the ATT rep Jamileh asks for a private message instead of just posting an answer?


for the simple reason a lot of the information that is requested is private and links to your account details - woudl you want to post those in a open forum? The answer is not atomagic derived from blue smoke and mirrors, sensitive account information is required to research the true issue and come up with the response

Re: Family map not able to locate iPhone 5!!!

8 of 104 (22,362 Views)
0
(0)
  • Rate this reply
View profile
Nov 4, 2012 1:43:22 PM
0
(0)
Tutor
Jamileh - Same issue. PM sent to you (last Friday).
Jamileh - Same issue. PM sent to you (last Friday).

Re: Family map not able to locate iPhone 5!!!

9 of 104 (22,350 Views)
0
(0)
  • Rate this reply
View profile
Nov 5, 2012 9:23:57 PM
0
(0)
Tutor
No response yet...
No response yet...

Re: Family map not able to locate iPhone 5!!!

10 of 104 (22,304 Views)
0
(0)
  • Rate this reply
View profile
Nov 6, 2012 7:01:53 AM
0
(0)
Former Community Manager

Hello - I got your PM and have responded. 

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Hello - I got your PM and have responded. 

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Family map not able to locate iPhone 5!!!

11 of 104 (22,288 Views)
0
(0)
  • Rate this reply
View profile
Nov 6, 2012 7:12:35 AM
0
(0)
Former Community Manager

jcmurphy wrote:

i wonder why the ATT rep Jamileh asks for a private message instead of just posting an answer?


Wingrider is correct. I ask for a private message because we need to contact you directly to help troubleshoot this issue. 

 

We do not want to have your private information posted in a public forum as that is quite a large privacy concern. 

 

 

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

jcmurphy wrote:

i wonder why the ATT rep Jamileh asks for a private message instead of just posting an answer?


Wingrider is correct. I ask for a private message because we need to contact you directly to help troubleshoot this issue. 

 

We do not want to have your private information posted in a public forum as that is quite a large privacy concern. 

 

 

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Family map not able to locate iPhone 5!!!

12 of 104 (22,285 Views)
0
(0)
  • Rate this reply
View profile
Dec 15, 2012 3:37:18 AM
0
(0)
Tutor

I too am interested in a fix for this

I too am interested in a fix for this

Re: Family map not able to locate iPhone 5!!!

13 of 104 (21,368 Views)
0
(0)
  • Rate this reply
View profile
Dec 17, 2012 6:54:43 AM
0
(0)
Former Community Manager

Please send a private message to ATTCustomerCare with your name, account number, email address, phone number and the best time to contact you so we can review this issue with you.  




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type ATTCustomerCare in the "Send To" field.

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Please send a private message to ATTCustomerCare with your name, account number, email address, phone number and the best time to contact you so we can review this issue with you.  




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type ATTCustomerCare in the "Send To" field.

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Family map not able to locate iPhone 5!!!

14 of 104 (21,268 Views)
0
(0)
  • Rate this reply
View profile
Dec 17, 2012 7:04:50 AM
0
(0)
Tutor

I just sent you a PM with the info. thanks.

I just sent you a PM with the info. thanks.

Re: Family map not able to locate iPhone 5!!!

15 of 104 (21,258 Views)
0
(0)
  • Rate this reply
View profile
Dec 17, 2012 7:06:31 AM
0
(0)
Former Community Manager

Okay, I will forward it to ATTCustomerCare for you. 

 

Thanks!

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Okay, I will forward it to ATTCustomerCare for you. 

 

Thanks!

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Family map not able to locate iPhone 5!!!

16 of 104 (21,260 Views)
0
(0)
  • Rate this reply
View profile
Dec 17, 2012 1:22:48 PM
0
(0)
Former Community Manager

Hello,

 

Thank you for your information and sorry to hear about this. We sent you a PM asking for some additional information.

 

Regards,

 

Robert G

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Hello,

 

Thank you for your information and sorry to hear about this. We sent you a PM asking for some additional information.

 

Regards,

 

Robert G

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Family map not able to locate iPhone 5!!!

17 of 104 (21,232 Views)
0
(0)
  • Rate this reply
View profile
Feb 14, 2013 2:13:56 PM
0
(0)
Contributor
There is a notice just before I sign into family map that says Attn: iPhone 5 users. I clicked on that and it states:
You may experience issues with the family map being able to locate Iphone 5. This does not effect your ability. To use FamilyMap app on Iphone 5 to locate other phones (other than iPhone 5) A T &T is working quickly to completely support iPhone 5.

I sure hope so as I do NOT like not being to locate my daughter!
There is a notice just before I sign into family map that says Attn: iPhone 5 users. I clicked on that and it states:
You may experience issues with the family map being able to locate Iphone 5. This does not effect your ability. To use FamilyMap app on Iphone 5 to locate other phones (other than iPhone 5) A T &T is working quickly to completely support iPhone 5.

I sure hope so as I do NOT like not being to locate my daughter!

Re: Family map not able to locate iPhone 5!!!

18 of 104 (19,288 Views)
0
(0)
  • Rate this reply
View profile
Feb 14, 2013 2:39:35 PM
0
(0)
Former Community Manager

I am sorry you're having trouble locating your daughter. We are diligently working to resolve this issue. 

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

I am sorry you're having trouble locating your daughter. We are diligently working to resolve this issue. 

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Family map not able to locate iPhone 5!!!

19 of 104 (19,284 Views)
0
(0)
  • Rate this reply
View profile
Feb 16, 2013 2:42:47 PM
0
(0)
Contributor
AT&T has been "diligently" working on this iphone5 issue for 5 months now. What issues they found so far? Someone must know by now why it works on some occasions and not on other occasions. For example does family map work if target iphone5 is in LTE coverage vs 4g coverage vs 3G coverage.? Also where the phone doing the locating is located appears to have effect. What has testing uncovered thus far? I have a hunch it has something to do with these factors from some testing I have done. No answers yet? Really???
AT&T has been "diligently" working on this iphone5 issue for 5 months now. What issues they found so far? Someone must know by now why it works on some occasions and not on other occasions. For example does family map work if target iphone5 is in LTE coverage vs 4g coverage vs 3G coverage.? Also where the phone doing the locating is located appears to have effect. What has testing uncovered thus far? I have a hunch it has something to do with these factors from some testing I have done. No answers yet? Really???

Re: Family map not able to locate iPhone 5!!!

20 of 104 (19,170 Views)
0
(0)
  • Rate this reply
View profile
Mar 11, 2013 4:13:47 AM
0
(0)
Contributor

When is this expected to be fixed?

When is this expected to be fixed?

Re: Family map not able to locate iPhone 5!!!

21 of 104 (18,584 Views)
0
(0)
  • Rate this reply
View profile
Mar 14, 2013 8:12:17 AM
0
(0)
Former Community Manager

Hey all - please take a look at this post for more info (and great news!) about using FamilyMap with an iPhone5.

 

http://forums.att.com/t5/Account-Features/AT-amp-T-FamilyMap-and-iPhone-5/td-p/3450091

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Hey all - please take a look at this post for more info (and great news!) about using FamilyMap with an iPhone5.

 

http://forums.att.com/t5/Account-Features/AT-amp-T-FamilyMap-and-iPhone-5/td-p/3450091

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Family map not able to locate iPhone 5!!!

22 of 104 (18,462 Views)
0
(0)
  • Rate this reply
View profile
Mar 16, 2013 9:23:32 AM
0
(0)
Mentor
I am very disappointed that Family Map does not work with the I-Phone 5. I have had Family Map on all my children's I-Phones since the inception of Family Map in 2010. With each upgrade - up to the 4S the Family Map was there upon activation. Why would you change such a great app (If its not broke -don't fix it)! Parents in this day and age do not want their children to think they do not trust them or want to track them. I merely use it as peace of mind and for safety reasons. For example, making sure they get to school or for teen drivers making sure they get to their destination without having to call them on the phone. When I upgraded my kids to iphone 5 upon release, the family map did not work at all. Unalbe to locate them was like losing an arm! I immediately returned the phones and went back to the 4S. Most parents, like myself, have Family Map on the phones without the knowledge of them being aware of it. If we need to install this "new companion" feature, they would be aware of it and will not do it. Hence, it is worthless to us! When I signed up for family map and told my friends about it, they all signed up for Family Map. We love it. However, no one will upgrade knowing that once they upgrade they will lose this great feature. If the family map works through GPS why does it not work on Iphone 5? I CANNOT BELIEVE THAT INSTEAD OF MAKING THIS APP COMPATIBLE WITH IPHONE 5, you changed how the app works with Iphone 5. This is not a fix - this will be the end of a great App! Please have your technical department go back to the drawing board and have it work automatically withoout downloading "the companion" that would be detectable and deleted!
I am very disappointed that Family Map does not work with the I-Phone 5. I have had Family Map on all my children's I-Phones since the inception of Family Map in 2010. With each upgrade - up to the 4S the Family Map was there upon activation. Why would you change such a great app (If its not broke -don't fix it)! Parents in this day and age do not want their children to think they do not trust them or want to track them. I merely use it as peace of mind and for safety reasons. For example, making sure they get to school or for teen drivers making sure they get to their destination without having to call them on the phone. When I upgraded my kids to iphone 5 upon release, the family map did not work at all. Unalbe to locate them was like losing an arm! I immediately returned the phones and went back to the 4S. Most parents, like myself, have Family Map on the phones without the knowledge of them being aware of it. If we need to install this "new companion" feature, they would be aware of it and will not do it. Hence, it is worthless to us! When I signed up for family map and told my friends about it, they all signed up for Family Map. We love it. However, no one will upgrade knowing that once they upgrade they will lose this great feature. If the family map works through GPS why does it not work on Iphone 5? I CANNOT BELIEVE THAT INSTEAD OF MAKING THIS APP COMPATIBLE WITH IPHONE 5, you changed how the app works with Iphone 5. This is not a fix - this will be the end of a great App! Please have your technical department go back to the drawing board and have it work automatically withoout downloading "the companion" that would be detectable and deleted!

Re: Family map not able to locate iPhone 5!!!

23 of 104 (18,364 Views)
0
(0)
  • Rate this reply
View profile
Mar 25, 2013 4:09:58 PM
0
(0)
Tutor

I have complained to ATT customer support that their proposed "solution" of the campanion app is not acceptable and if they think it is then they don't know their customers for familymap very well.  This would have worked if my son was 5 years old (he wouldn't have a cell phone then anyway) but does not work for a teenager.

I find it amazing that if I text my son, ATT can somehow manage to find his phone to deliver the text, but they can't tell me the location of the cell tower that was used? 

Unfortunately, I don't know if other carriers have solved this with the iPhone5 yet.  If they have, I will take the four phones on my cell plan instantly to them. 

I think more people need to complain to ATT because, in their minds, they have the problem solved and their technical department is NOT going back to the drawing board.

I have complained to ATT customer support that their proposed "solution" of the campanion app is not acceptable and if they think it is then they don't know their customers for familymap very well.  This would have worked if my son was 5 years old (he wouldn't have a cell phone then anyway) but does not work for a teenager.

I find it amazing that if I text my son, ATT can somehow manage to find his phone to deliver the text, but they can't tell me the location of the cell tower that was used? 

Unfortunately, I don't know if other carriers have solved this with the iPhone5 yet.  If they have, I will take the four phones on my cell plan instantly to them. 

I think more people need to complain to ATT because, in their minds, they have the problem solved and their technical department is NOT going back to the drawing board.

Re: Family map not able to locate iPhone 5!!!

24 of 104 (17,999 Views)
0
(0)
  • Rate this reply
View profile
Mar 25, 2013 4:21:35 PM
0
(0)
Tutor

So is there a way to say that this is not an acceptable solution or to vote a thumbs down?  Please do a little research on your customers for familymap... particullarly parents of teenagers... before you claim that this campanion app is great news!

So is there a way to say that this is not an acceptable solution or to vote a thumbs down?  Please do a little research on your customers for familymap... particullarly parents of teenagers... before you claim that this campanion app is great news!

Re: Family map not able to locate iPhone 5!!!

25 of 104 (17,995 Views)
0
(0)
  • Rate this reply
View profile
Apr 2, 2013 10:25:28 AM
0
(0)
Teacher

My 2 kids have iPhone 5's and I cannot locate them any longer with Family Map.  Thumbs down!

My 2 kids have iPhone 5's and I cannot locate them any longer with Family Map.  Thumbs down!

Re: Family map not able to locate iPhone 5!!!

26 of 104 (17,771 Views)
0
(0)
  • Rate this reply
View profile
Apr 2, 2013 11:00:43 AM
0
(0)
Former Community Manager

bfogelstrom wrote:

My 2 kids have iPhone 5's and I cannot locate them any longer with Family Map.  Thumbs down!


Hi, please take a look at and download the Companion app so you can locate the iPhone 5 using FamilyMap. 

 

http://forums.att.com/t5/Account-Features/AT-amp-T-FamilyMap-and-iPhone-5/td-p/3450091

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

bfogelstrom wrote:

My 2 kids have iPhone 5's and I cannot locate them any longer with Family Map.  Thumbs down!


Hi, please take a look at and download the Companion app so you can locate the iPhone 5 using FamilyMap. 

 

http://forums.att.com/t5/Account-Features/AT-amp-T-FamilyMap-and-iPhone-5/td-p/3450091

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Family map not able to locate iPhone 5!!!

27 of 104 (17,770 Views)
0
(0)
  • Rate this reply
View profile
Apr 2, 2013 11:06:27 AM
0
(0)
Former Community Manager

dmwolff wrote:

So is there a way to say that this is not an acceptable solution or to vote a thumbs down?  Please do a little research on your customers for familymap... particullarly parents of teenagers... before you claim that this campanion app is great news!


I'm sorry you're not happy with the Companion App. I've taken your feedback to the team who owns the app. I appreciate your comments about it. 

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

dmwolff wrote:

So is there a way to say that this is not an acceptable solution or to vote a thumbs down?  Please do a little research on your customers for familymap... particullarly parents of teenagers... before you claim that this campanion app is great news!


I'm sorry you're not happy with the Companion App. I've taken your feedback to the team who owns the app. I appreciate your comments about it. 

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Family map not able to locate iPhone 5!!!

28 of 104 (17,767 Views)
0
(0)
  • Rate this reply
View profile
Apr 9, 2013 11:01:57 PM
0
(0)
Contributor

Jamileh, I think you misunderstood - the problem is not that people are not happy with the Companion App - it is that people are not happy that AT&T requires the Companion App to locate an iPhone5!  Your feedback should be taken to AT&T, not the Companion App developer.   The problem is that it is very simple for someone to remove or disable the app so that they can't be located.

 

By the way, family locator with iPhone5 works fine on the Sprint network in case anyone needs to have this working and agrees that the Companion App is not an acceptable fix.

 

Jamileh: we would like to hear any technical explaination as to why Sprint can make family locator work without a Companion App, but AT&T could not.  What's different about the iPhone5 vs. all other phones?  What's different about the Sprint network?

 

 

Jamileh, I think you misunderstood - the problem is not that people are not happy with the Companion App - it is that people are not happy that AT&T requires the Companion App to locate an iPhone5!  Your feedback should be taken to AT&T, not the Companion App developer.   The problem is that it is very simple for someone to remove or disable the app so that they can't be located.

 

By the way, family locator with iPhone5 works fine on the Sprint network in case anyone needs to have this working and agrees that the Companion App is not an acceptable fix.

 

Jamileh: we would like to hear any technical explaination as to why Sprint can make family locator work without a Companion App, but AT&T could not.  What's different about the iPhone5 vs. all other phones?  What's different about the Sprint network?

 

 

Re: Family map not able to locate iPhone 5!!!

29 of 104 (17,585 Views)
0
(0)
  • Rate this reply
View profile
Apr 10, 2013 6:39:50 AM
0
(0)
Former Community Manager
Edited by jamileh on Apr 10, 2013 at 6:51:06 AM

Thank you for the additional feedback, I appreciate it. 

 

To clarify, I work for AT&T and the team I provided the feedback for is also within AT&T. 

 

Unfortuantely, I cannot offer any technical expertise as to why the Companion App is necessary. 

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Thank you for the additional feedback, I appreciate it. 

 

To clarify, I work for AT&T and the team I provided the feedback for is also within AT&T. 

 

Unfortuantely, I cannot offer any technical expertise as to why the Companion App is necessary. 

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Family map not able to locate iPhone 5!!!

[ Edited ]
30 of 104 (17,571 Views)
Share this post
Share this post