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09-25-2012 7:40 AM
09-25-2012 7:40 AM
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!
Solved by: Go to Solution.
12-17-2012 7:06 AM
12-17-2012 7:06 AM
Okay, I will forward it to ATTCustomerCare for you.
Thanks!
12-17-2012 1:22 PM
12-17-2012 1:22 PM
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
02-14-2013 2:13 PM
02-14-2013 2:13 PM
02-14-2013 2:39 PM
02-14-2013 2:39 PM
I am sorry you're having trouble locating your daughter. We are diligently working to resolve this issue.
02-16-2013 2:42 PM
02-16-2013 2:42 PM
03-11-2013 4:13 AM
03-11-2013 4:13 AM
When is this expected to be fixed?
03-14-2013 8:12 AM
03-14-2013 8:12 AM
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
03-16-2013 9:23 AM
03-16-2013 9:23 AM
03-25-2013 4:09 PM
03-25-2013 4:09 PM
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.
03-25-2013 4:21 PM
03-25-2013 4:21 PM
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!
04-02-2013 10:25 AM
04-02-2013 10:25 AM
My 2 kids have iPhone 5's and I cannot locate them any longer with Family Map. Thumbs down!
04-02-2013 11:00 AM
04-02-2013 11:00 AM
@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
04-02-2013 11:06 AM
04-02-2013 11:06 AM
@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.
04-09-2013 11:01 PM
04-09-2013 11:01 PM
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?
04-10-2013
6:39 AM
- edited
04-10-2013
6:51 AM
04-10-2013
6:39 AM
- edited
04-10-2013
6:51 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.
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