I can see that you have a box in your home. While connected to the box with Mobile Zone VPN won't turn on as the filtering is already being done by the box and there is no need for it. Can you confirm that this issue is happening when she is not connected to the box also?
I'm not sure what you mean by this question, I'll need a bit more information. Can I suggest that you email into firstname.lastname@example.org with some more details and we can assist you in resolving this issue?