On April 1, Avast will be updating the URL for the Zendesk ticketing and support page to tfw-support.ll.avast.com . Please update your bookmarks and feel free to reach out to tmo-team@avast.com if you have any issues accessing the new URL.

The location is outside the blue Uncertainty Halo.

This should not happen frequently, but the causes may include:

  • The device being located is in an area with very large cell sizes (such as a very rural area), which may exceed the highest uncertainty range that FamilyWhere reports.
  • The device being located is connected to a cell tower with incorrect information about its location or cell size. Engineering is engaged to find and correct the towers exhibiting these errors, which are understood to be rare.
  • The device being located is connected to a cell tower that is in an undeveloped area (such as on a forest service road), which may cause the address of the location to be identified with a nearby developed area, which may be unexpectedly distant.

If this is the case for you, please contact T-Mobile Customer Care by calling 1-800-T-MOBILE.

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