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Mode not accurately reflecting time

Hi I have set my son's phone up but it is not working properly. It is 8.45am on a Sunday and his phone should be in play mode but it is saying sleep. Why is this happening? Thanks Leith

6 people have this problem

Hi Kirsti,


I can see that C and D are in Perth time and the others on your account are all Sydney. If you need to change this, please go to Portal > My Zone > My Family > Select the user in question and click on the time Zone to change it. The time zone for each user is set by the location the browser detects they are in at the time of setup.


Regards,

Katie B

CSR

We had these issues to. Turned out my son’s account was on Perth time and mine was on Sydney time.

Hi Nicole,


That might fix it, but if it doesn't can you please raise a support ticket with our team and we can look into the issue in more detail.


Regards,

Katie B

Hi Katie. It was A’s iPad. I realised about 30 minutes later YouTube was still running. However now the wifi box is installed it seems to be working smoothly. Our son’s iPhone is a different story as he is constantly violating it despite showing me the app is installed and settings are correct etc. ironically when he does show me and then I check through the portal it’s all fine. He’s definitely working around it to have unrestricted settings as the sleep mode consequence doesn’t work either. I am yet to get his iPhone onto the wifi box. Maybe that will help? Cheers Nicole

Hi Nicole,


Can I ask is this for T or A's iPad and how long after 7pm were they able to access YouTube?


Regards,

Katie B

I have this problem with my daughter's Ipad.  It is set for sleep time at 7pm, but the youtube video was still going after 7pm.  The device says it is in sleep mode, but we can access the internet still.  


Please advise.


Nicole

Hi Alexandra,

I cannot see any logs for this device at the time you have specified.


Could you please let me know what you were trying to access? Otherwise, you can always call and troubleshoot with our team in real-time.


Roze

This is also happening to me right now. I am using Vale's iPad , it is 10:23pm and it is supposed to be cutting off the internet on Sleep at 8:00pm but still have internet access. I have been using google and searching for different things to see if the filters are working. Yesterday it was midnight and still had internet...

Hi John,

From looking at the logs, I've found there is nothing unusual around this time. I've tried to give you a call regarding this issue. Could you please give us a call on 1300 398 326 and we can work together to resolve the issue?

Kind regards,

Roze K

Hi Roze,


Theo's Ipad accessed google then youtube on Tuesday night 11/04/2017 at 9:50 pm during what should be sleep time.


John

Hi John,

In order to view the logs, we need an exact time and date. We can see Theo's routines, however we need to know at precisely what time these events are occurring to check whether it's filtered appropriately or not.

Could you also please provide some of the sites or apps that are accessed during these times as well?

Roze

Hi Roze k

On School days Theo's Sleep time is set from 7 pm to 7 am and on relax day is 8 pm to 7 am we still seem to be able to excess the internet during these times


John

Hi John,

Could you please specify the time and day this is happening? I'll then be able to access our logs and check whats been happening.

Kind regards,

Roze K

Theo's ipad is still able to access internet during sleep time I've tried all I can but it's still the same.


John 

Hi Sharon,

The device itself does not turn off, however there should be a noticeable difference to internet functionality. During Sleep time, the internet should turn off according to the childs settings within Portal.

Any device content such as applications (apps) that require an internet connection are considered 'online content'.

Kind regards,

Roze K

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