Family map not able to locate iPhone 5!!!

Contributor

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!

 

 

Message 1 of 106 (28,239 Views)
Mentor

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

This problem locating Iphone 5 is now 7 months old.  The ATT companion is not a solution as you have heard from so many people on this community blog.  There are also many people out there that have complained to AT&T.  As I stated in a prior post, I have had the AT&T family map since its inception in 2010.  I do not see what the problem is that the GPS cannot be tracked as in the upgrades from the 3 to the 4 to the 4S.  What is so different about the Iphone 5 that it cannot work correctly with the app, and why doesn't anyone listen to the public that uses it.  It should not take 7 months to correct this problem.  I returned 2 of my kids' Iphone 5s and my friends that utilize the app will not even buy the Iphone 5 for their kids knowing the app doesn't work on it.  If you are the liason between ATT & the Family Map and technical support, please let them know that I am getting the feeling that AT&T could care less if they correct the problem or not.  I do know that I am currently looking into Sprint as the family map locator from Sprint works with Sprint's Iphone 5.  Any one of us who love this app to keep our children safe can just go and sign-up with Sprint and track our children's Iphone 5s with the Sprint Family Locator which works with IPhone 5.  So if Sprint can do it, why can't AT&T!!!!!!!  We do not want to use the companion - you guys are going backwards and seem to care less about what the public wants and needs - 7 MONTHS!!!!!!  This is ridiculous.  There will soon be an IPhone 5S and an IPhone 6 and then what will happen????   You are already behind in fixing this app.  I hate to say it but it is important enough an app to me that I will be switching my 5 Iphones to Sprint if and when I upgrade just to be sure that I can safely locate my children!!!!!! 

Message 31 of 106 (12,092 Views)
Community Support

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

We certainly understand your frustration. Our teams are evaluating potential solutions, but unfortunately, we don’t have an estimated timeframe when a resolution will be available. In the meantime, AT&T Check-In is the best way to continue using the Family Map service with iPhone 5.

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.

Employee Contributor*
*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.
Message 32 of 106 (11,948 Views)
Contributor

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

Angry this has not been fixed yet. Poor customer service
Message 33 of 106 (11,887 Views)
Contributor

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

Why am I paying for family map then?? Att check in is free app??? Want a refund for months of service
Message 34 of 106 (11,888 Views)
Expert

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


Emj767 wrote:
Why am I paying for family map then?? Att check in is free app??? Want a refund for months of service

check in alows you to send your location, it appears to also allow family map to work. if you want to see about a refund  -  I would recommend that you send a Private Message to Community Support is part of the AT&T customer service team, They may be able to resolve your Issue. You can expect a reply via return PM between the hours of 7am-10pm CST.

 

Message 35 of 106 (11,889 Views)
Voyager

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

Just contacted AT&T with the same issue.  If you have had a recent upgrade to an iPhone 5 and their system hasn't registered the new phone, it is still trying to locate the old phone....thus the message "Unable to Locate".  You must give them the iPhone5 IMEI & Sim card numbers.  They will plug that info into their computer system.  Then you have to turn the iPhone 5 off & on......it should then be able to be located.  It seems that a new phone should automatically be registered to your account immediately especially if you buy it directly from an AT&T Store!


Message 36 of 106 (11,851 Views)
Expert

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


Sam58 wrote:

Just contacted AT&T with the same issue.  If you have had a recent upgrade to an iPhone 5 and their system hasn't registered the new phone, it is still trying to locate the old phone....thus the message "Unable to Locate".  You must give them the iPhone5 IMEI & Sim card numbers.  They will plug that info into their computer system.  Then you have to turn the iPhone 5 off & on......it should then be able to be located.  It seems that a new phone should automatically be registered to your account immediately especially if you buy it directly from an AT&T Store!



Not for the 5

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

 

 

Message 37 of 106 (11,820 Views)
Mentor

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

This is not a fix. As many people have written, we do not want to install the family "check in" companion. Our family will not use the "check in" companion nor will they allow us to install it on their phones. We basically use the family map for peace of mind and for security purposes for our children who would never agree to a "check in companion." Why is this so difficult. When upgrading phones in the past from 3G to 4 to 4S, the Family Map immediately worked upon activation and was based on GPS. How is Iphone 5 any different and how come Sprint's family locator works with Iphone 5.....what is the problem people!!!!!
Message 38 of 106 (11,783 Views)
Mentor

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

By not fixing this family map ATT is regressing instead of moving forward. If the Iphone 5 and all other Iphones have GPS and can tell you which location you are when navigating in maps, etc. why does the family map app not work. There has to be something else to this that we are not being told. How can it take a highly capable technical support staff 8 months and still not have a solution.
Message 39 of 106 (11,780 Views)
Contributor

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

I have an iPhone 5 and installed the check in app on the iPhone 5 and it still doesn't work. I have other phones and it work well but on the iPhone 5 it doesn't work. I am thinking about getting another phone for the kids otherwise this app is useless!!!
Message 40 of 106 (11,768 Views)
Contributor

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

I am so frustrated with this whole issue. Everything you said pertains to my family too and it is crap that they don't just give us a credit or something for all the trouble. The check in feature is crap too and does not help. I mean I am paying for this function and if it does not work tell me so I can quit throwing my money away.
Message 41 of 106 (11,651 Views)

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

Just for everyones information I have two phones that were just updated. They are not Iphone 5's they are a Galaxy S4 and a S3 and family maps does not work on ether one of them. So I call for support. They  told me that family maps would not work on LTE phones. Isn't that just great, I just shelled out a crap load of money  for upgrades so I can no longer locate my children. Nice work there ATT.

Message 42 of 106 (11,489 Views)
Tutor

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

[ Edited ]

If you have an iPhone and your kids have iPhones why are you even using FamilyMap?  Just use Apple's Find My Friends app...

Message 43 of 106 (11,462 Views)
Contributor

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

Sam58....are you saying that you have an Iphone5, familymap and that after the above you got it working without the checkin app loaded and running on the phone? thanks
Message 44 of 106 (11,306 Views)
Mentor

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

 
Message 45 of 106 (11,057 Views)
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