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Comments
45 comments
Hello Madison,
Thanks for letting us know about that and I am so sorry to hear that you are experiencing connection issues on the phone. Does this happen on wifi, cellular data, or both? Also, if you haven't already done so I would recommend temporarily uninstalling and then reinstalling the Covenant Eyes app as that can sometimes resolve issues if something is broken and not working properly. I am encouraged to hear that it seemingly resolved for a week after the latest update. That it became an issue again suggests that something else may be going on with that device. Normally I'd have a list of troubleshooting questions to ask you. However, in this case it may be faster and easier for you to simply call in and talk with one of our Member Care agents. If you have the time and ability to do so I would recommend giving them a call so they can properly address whatever is happening on that phone. They can be reached at 989-720-8000. Thanks again and let us know if there is anything else we can do to assist. If for some reason you are unable to call or chat with Member Care I will be very happy to continue with troubleshooting your issue. It just will take longer of course. Have a great rest of your day!
I'm having the same issue.
I have had the same issue as well. Deleting and reinstalling solves it for maybe a day but then it becomes an issue again.
Internet connection stopped after IOS 16.5 update. Can only connect with Covenant Eyes VPN disabled.
Same issue here. Access is erratic. Some apps work, some others do not (that used to work before), it is making the device unusable. I am suspecting the VPN connectivity as the culprit. Is someone checking into this? There seems to be no way to disable the VPN in any kind of setting (even by the administrating ally) on an Android device.
Thank you to everyone who has shared their experience of these frustrating connection issues over the past few days and weeks. I will say that since folks are now talking about connection issues on their Mac, iOS, and Android devices in this thread I am going to recommend that you call in to our Member Care Team or chat with them online in real time as each of those are going to be a separate issue with unique potential causes. Our Member Care Team can be reached at 989-720-8000 and will be happy to troubleshoot your specific issue.
I’ve had these issues for years and have had several techs try and fix it. Your vpn is the issue. The moment I delete the app everything works fine. I’m done paying $14 a month for a service that doesn’t work and affects not only my personal life but my job as I need my phone for data.
I can attest to this. I attempted deleting just the VPN from the configuration, and even though Covenant Eyes keeps poping up with a disrupting notice that the VPN is needed, voila, the internet access works great. This needs to be looked at, or at least make the VPN part a configurable option (to where the screen reporting is on but the VPN for blocking is not). This situation makes the whole setup unusable, and yeah, it is not free...so we are not really asking a favor, it needs to work.
Daniel, the situation I speak of is unlikely to be unique. Neither would be the request to make the VPN a configurable option. That would affect (or in this case) benefit everyone.
I have to agree with others here. I don't think this is a one-off issue that can be resolved via tech support. I do think it's a software issue (not necessarily CE, maybe Apple). I would love to use the VPN part but I find myself needing to delete it quite frequently.
I'm having a similar problem here on my phone and my wife's. Sometimes I cannot connect to the internet over wife. I can almost *never connect to the internet over the celular network. I try reseting the VPN but haven't seen any improvement there. Sometimes turning off the internet on my phone and turning it back on works. But no usually. Been like this for weeks now. Seemed to work OK for about a month at the beginning. Oh, and I have also tried uninstalling and reinstalling the apps. No significant change. Please help.
Hi there, I am also experiencing this same issue. I have noticed issues with the VPN connection ever since using the Covenant Eyes iOS App. For over two years now.
I use my phone for multiple purposes, however, as a member of Church Ministry, I have simply had to accept that I need this service enabled and live with it. The VPN, is however, a serious issue with apps like YouTube and others at times
Kind regards,
Christopher
Good morning folks,
We've recently been experimenting with some changes in how our VPN operates in the hopes of resolving some of the ongoing issues you've been facing. I would encourage you to contact our Member Care Department and one of our agents can apply these changes to see how they work for you.
Daniel is it general practice to have your end users be your alpha testers? This sounds like a pretty poor process. At the very least, it could be making it to the end users as part of a beta release, I know users can opt into that one, but by that point I would hope it would have gone past the "experimentation" stage. Perhaps I am imagining a larger team working on this.
Hello Belman,
Thanks for your comment. To clarify, this VPN is neither an Alpha nor a Beta. It is more accurate to say that it is our current VPN with significant updates.
These updates are meant to improve or fix the connection issues that several in this forum have run into. These updates have worked very well internally. Members who have tried it were largely pleased with the immediate results. But, while we value and appreciate the real world feedback, but we are not forcing anyone to try it.
One thing I forgot to mention - if the updated VPN does not work, we are able to switch that member back to the default VPN.
If you or anyone else is interested in trying the updated VPN to see if it resolves your connection issues please contact our Member Care Team. They can be reached at 989-720-8000 and would be happy to help you.
Hello Daniel,
I am outside the US and would like to try this updated VPN
I am not able to call this number, as I am assume it is not toll-free
Thanks,
Christopher
Hello Christopher,
Thanks for your question. I am sorry to hear that you are unable to call and I can confirm that the number is not toll free. In case it would be helpful, I will say you could contact us via chat during the hours we are open (9am Eastern to 6:45pm Eastern Monday through Friday) and someone could assist you with switching to the updated VPN that way if you would find that helpful. Our member care team would be very happy to assist you over chat.
Same issue on a Samsung device, the VPN is completely stopping me from accessing the internet though my work Wi-Fi and it makes my cellular data inconsistent at best. Love the app most of the time, but I still need a functional phone after installing the app.
Same is happening with the person I am guardian for. Very frustrating and detrimental to the integrity or the system. Especially when this is helping to rebuild trust among some people. Only seems to be happening with iPhone.
I too am having this random (maybe the last 2-3 weeks) connectivity issue where the VPN shuts down my entire connection. The only way to solve it for me personally is to shut the phone off. But eventually it happens again either in a few hours or a few days
Having the same issue on my iPhone; it won't connect to the WiFi, even if I'm standing next to the router in my house. My wife's iPhone is exactly the same but doesn't have covenant eyes, and it's working just fine. Help please.
I’m also having this issue. I’ve been solving by turning phone off and on, but this isn’t really sustainable
Sounds extremely practical that every one of you reporting the same issue have to individually call so that you can get a behind-the-scenes experimental "internal" update to fix your issue. Goodness...
>These updates are meant to improve or fix the connection issues that several in this forum have run into. These updates have worked very well internally. Members who have tried it were largely pleased with the immediate results. But, while we value and appreciate the real world feedback, but we are not forcing anyone to try it.
No, you are just forcing (from what I can tell here) an increasing number of affected paying users to continue to put up with this issue or undertake additional (individual) measures to piecemeal the fix. How about Covenant Eyes starts taking this as a widespread, serious issue and actually move to fix it for everyone?
When the latest update was applied to my phone, that fixed my problems. Before, I could almost never connect to celular data sometimes not even to wifi. Now, everything seems to be running fine again. Thank you.
"How about Covenant Eyes starts taking this as a widespread, serious issue and actually move to fix it for everyone?"
To be fair it sounds like they are trying to address it, and using an optional way to test the beta seems like a reasonable way to do it. I'm not sure what you're wanting here, to move it out of beta faster? Then people will complain if it doesn't work.
Hello Wesley,
Thank you so much for letting us know. I'm glad to hear that the update resolved your issue.
Just to let everyone know, my developers are still assessing before taking a larger step with the updated VPN, and all feedback is helpful and appreciated.
chance it was explained on this very thread that this was actually not a "beta". I actually specifically asked if it "could" be rolled out on their beta channel. But supposedly the way their system work, it was somehow better to have every single person call the support line and address each case as completely isolated. That is exactly the point I made. Why could have not this been beta? More users would have had feedback to this. Yet, it's been 3 months...
Hi Daniel,
After a couple days the beta VPN seems to work well. If I change to the Accountability + Blocking setting, will that still utilize the beta VPN (I know the DNS is different)?
Thanks.
Hello Chance,
Thanks for your question. I'm very glad to hear the new optional VPN is working well for you. After checking with my other techs they confirmed that adding filtering to your current service should not affect the new VPN. Obviously if for some reason something is affected please do let us know.
Thank you again and have a great rest of your day.
I have struggled with this connection issue on my pc that uses windows 11 for the last three days. Thought it was my computer or router. My computer would be connected to my home Wi-Fi network, but I couldn't get on the internet. Finally, I uninstalled covenant eyes, and everything is working fine now. I am afraid to reinstall covenant eyes because of this issue.
Hello John,
Thanks for your comment. I'm sorry to hear that you are experiencing a connection issue on your Windows computer. If it only started in the last three days then that would lead me to ask what, if any, changes or updates have been made just prior to that to either the network or the router or the computer or Covenant Eyes itself.
If you have the time and the inclination I might recommend reaching out to my member care team so that they can troubleshoot this issue and hopefully resolve it for you. They can be reached by chat on our website or by phone at 989-720-8000. Thank you.
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