Contributor
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2 Messages
AT&T Secure Family app WiFi not working iPhones - Needs to be fixed
The AT&T Secure Family app VPN app only works on cellular. When on WiFi the Internet will not connect or takes forever to connect and then is extremely slow making it unusable resulting in our family having to turn off WiFi and use cellular data for 5 phones.
I have tried countless of attempts at uninstalling the app from all iPhones, reinstalling it, resetting network settings, resetting all settings on iPhones, going to Apple Store to have iPhones DFU'd, restarting router countless times, using a different router, using a different WiFi - I have done all of this several times over the past few months. Nothing works to remedy the problem of the WiFi not working with your VPN app. The iPhones are all up-to-date and Apple cannot solve this issue. What can be done so that the AT&T Secure Family VPN app works via WiFi?
Apparently this is a known problem. The Apple Store has hundreds of complaints about this problem.
Please fix it and provide a solution to this issue.
At a charge of $7.99 per month this app needs to work, otherwise please advise who to contact at your company to file a formal complaint about this issue and be refunded for all the months this has not worked as your company has advertised it should.
ATTHelp
Community Support
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232.9K Messages
5 years ago
Hi @jsmith05,
Thank you for reaching out to us today. We'll be happy to assist you.
VPNs slow down your speed in general and your WiFi probably isn't using a VPN, which may be what's causing the issue.
Darais, AT&T Community Specialist
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jsmith05
Contributor
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2 Messages
5 years ago
Did you even read my post? Can someone that knows what they are talking about please respond. I am using the AT&T Secure Family product on iPhones. It works via a VPN. When on cellular it is fine, but not when it is on Wifi. Several of the iPhones have been fully erased via DFU mode at an Apple Store by Apple employees and yet the problem persists. There is an issue with how the app works on Wifi. Please respond with a technical solution or info on when AT&T developers will be updating the app to work correctly.
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ATTHelp
Community Support
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232.9K Messages
5 years ago
Hi @jsmith05,
Thank you for getting back to us!
For the best assistance possible, please reach out to our advanced tech support team by calling 800-331-0500.
Chasidy, AT&T Community Specialist
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laneymv
Contributor
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3 Messages
3 years ago
I ran into a very similar issue. I'm running the iOS beta and I could only run one app at a time - sometimes not even one. I thought it had to do with the iOS beta so I was trying everything. I noticed right before I was about to wipe the phone that the AT&T VPN was on when I was on my home wifi. I turned it off and now everything works like the day I bought the phone.
I agree that this is a serious issue. Not sure why I've not been having the issue until now.
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myarde2000
1 Message
10 months ago
Please post the fix! We are having same issue and need to have this corrected or I will have to cancel
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alcelg2020
1 Message
30 days ago
This is still an issue. Come on AT&T your cell service prices are outrageous so I know you have money to fix this issue or go back to the old secure family it was better anyway!!
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