My Online Family is not working at all?

My parental controls have not been working for sometime, eventhough I have been notifications that websites have been blocked and all activity is viewable.  I has spent countless hours online chat with support technicians, but no one has been able to figure out why.  I was up until 1:30am last night, and spent literally 4 hrs. on chat today.  The technician was escalating m-e to the development team, when, of course, my call was disconnected, as we my chat session.  I have been trying to get this fixed for days now and my daghter travels to her fathers home today for a week.  Her computer can access any and all pronography sites, and whatever sites I specifically have blocked.

My open case number is 504451634.  Can you help me?  The only reason I used Norton Anti-Virus is because I love this program, Online Family.  But if it will not work any longer, I want to cancel my newly resubscrirptons to Norton's, I just paid $50 thinking this was the reason it was not working.