topic Re: Location services not working in Tech Support

Location services not working

Chucklebus — Sat, 18 Dec 2021 18:28:57 GMT

After a couple of months tearing my hair out and getting unhelpful responses from O2 I spoke to someone today who fixed my problem. A while back I accidentally removed age verification from my kids phones and couldn’t re-enable it. I called O2 and they re-enabled it. However I noticed shortly afterwards that iPhone ‘find my phone’ and Life360 wouldn’t locate my kids phones. I asked O2 through the support chat and they said there was no relationship between age verification and location services, and told me the phone settings must be wrong. After a trip to the Apple shop and a full reset, I proved it had nothing to do with the phone. I spoke to an O2 agent again today and asked them to remove age restrictions to prove it, which they did and hey presto it now works. So, O2, there definitely is a relationship between age restrictions and location services at an account configuration level.

Re: Location services not working

pgn — Sun, 19 Dec 2021 11:09:36 GMT

That's an interesting discovery, @Chucklebus - I'll tag in the board admins to see if there is anything further O2 can provide in this regard. It could be that the O2 filters applied to prevent access to nefarious websites when the age verification blocks are in place need a little tweak. (I had a similar thing with Virgin Media child controls some years back, VM advice was to remove child controls to make the website work - shock approach! - turns out it was a particular setting on the Website that had to be adjusted, eBay from memory).

Thanks for coming back with this finding - and @Martin-O2 or @RafaC or @lewys-gp: can you put this on your list for the next chat with the O2 tech team, please?

Unblocking age verification on a minor's phone, to re-enable phone location functionality, sounds like a sledgehammer approach.

Re: Location services not working

RafaC — Mon, 20 Dec 2021 13:57:43 GMT

Hey @pgn thanks for tagging us, we'll flag this one over to O2.

@Chucklebus are you able to use other apps that use location services (such as Google/Apple Maps)? Is the location reported correctly when using those apps on the devices with age restriction enabled?

Re: Location services not working

Chucklebus — Sat, 01 Jan 2022 18:34:02 GMT

Same problem again! Parental controls stops Apple ‘find my’ and Life360 working. Take controls off and it works again. I don’t want my kids looking at adult material, but I do want to know where they are. Ridiculous!

Re: Location services not working

Randomloginname — Wed, 15 Nov 2023 06:54:30 GMT

I’m so glad I found this thread! I’m having similar issues with my daughter's iPhone. I’ve had to remove all the restrictions to see if it works. Oddly, my son's iPhone has restrictions and is working without issues. They have the exact same model of phone.

It’s a shame that this is still happening 1-2 years since this thread.

Yesterday I reluctantly removed her spend cap to see if that works. I’ll see today.

Re: Location services not working

Enlli — Wed, 15 Nov 2023 08:28:07 GMT

@Randomloginname Thanks

Please let us know

Re: Location services not working

Randomloginname — Wed, 15 Nov 2023 08:36:59 GMT

It hasn’t worked. I’m on the O2 app chat with support. O2 appear to not keep notes of previous conversations so every time I have to start the whole process over again. After telling support I’ve spoken to a senior Apple technician and performed all possible steps she told me to try restarting the phone 🤦🏻‍♂️.

Re: Location services not working

Enlli — Wed, 15 Nov 2023 08:57:27 GMT

Interesting.

Are you able to beg steal or borrow a SIM from another network to see what happens?

If all is OK then things definitely point to O2 but why that would be the case I'm not sure

Re: Location services not working

Randomloginname — Wed, 29 Nov 2023 16:56:55 GMT

I have tried this and the issue is definitely with my daughter's SIM card. I’m waiting the 8 weeks necessary to contact ofcom as O2’s customer service is nonexistent.

Re: Location services not working

Enlli — Wed, 29 Nov 2023 17:28:45 GMT

OFCOM will be of no use

You need Resolver

https://www.resolver.co.uk/companies/o2-complaints?territory_id=5

https://www.commsombudsman.org/

Re: Location services not working

Randomloginname — Wed, 06 Dec 2023 13:20:07 GMT

I’ve finally solved the issue. Similarly to yours it was caused by an adult content block. O2 assured me several times there were no restrictions. When I turned 18+ verification for my daughter’s iPhone in the My O2 app the issue was resolved. I believe it is a bug in the O2 software as my son has the adult block without issues.

Re: Location services not working

Oxonian — Wed, 06 Dec 2023 21:40:02 GMT

@Randomloginname

Excellent news that you have resolved it. 😀

Re: Location services not working

HaveABanana — Fri, 15 Mar 2024 18:16:52 GMT

I'm having exactly the same issue on my Childs PAYG O2 iPhone11 with Parental Controls enabled affecting "Find-My" iOS functionality.

Disable O2 Parental controls - all "Find-My" functionality returns.

Re-enable O2 Parental controls - "Find-My" functionality stops working.

As a parent, this is a serious safeguarding issue - I want to enable parental controls to prevent access to innaproriate content via mobile data as a sensible parental precaution, but not at the expense of not knowing where my child is!

As seen mentioned on another post on here, my child's AppleID DOB in use on their iPhone is correct for their age yet "Find-My" functionality works perfectly as expected with O2 parental controls disabled, so that cannot be connected in anyway - as I said above - enable O2 Parental controls and the functionality stops. , disable it and functionality returns.

As an aside - when enabled this also affects mobile data connectivity of my child's TransDev bus-pass App, specifically the live bus-tracking functionality and ability to update/renew bus-tickets - it complains "No Internet Access" when O2 parental control is enabled (which explains the bus-tracking and ticket issues perfectly) - so the O2 Parental controls are somehow blocking that App from accessing mobile data/connectivity via the internet. Again - disable O2 Parental controls and the TransDev Bus App functionality returns.

I realise this isn't an O2 support forum as such, but if anyone can point me in the direction of someone vaguley technical at O2 to raise this i'd appreciate it - i've had two very long and very frustrating calls with various O2 Customer support personnel on 202 already either completely mis-understanding the problem, being passed from pillar to post and team to team, faced with the usual "take it to the Apple Store" or "restart the iPhone" nonsense - with both calls ending in being abruptly being cut-off whilst being "transferred", so back to square one again.

Re: Location services not working

Enlli — Fri, 15 Mar 2024 18:47:54 GMT

@HaveABanana I'll as @Dave-O2 our Forum Manager is he knows who to pass this on to.

Re: Location services not working

Dave-O2 — Mon, 18 Mar 2024 12:06:46 GMT

Thanks @Enlli

@HaveABanana Can you please drop me a PM with some more details including the mobile number linked to the account and some screenshots of any errors when trying to use the Find My service.