LIVE Services, HD Traffic and other Services

[User_in_NJ]

I recently decided to upgrade from an older unit to a TomTom Go LIVE 2535M. I received the new product about ten days ago, set it up right out of the box following the instructions. Everything worked fine and the GPS works well EXCEPT for the Live Services. It keeps saying "connecting" but never manages to do so.

I had a problem with an older Go Live model where the SIM card was deactivated and the symptoms were very similar. At the time, TomTom customer service was able to fix it within 48 hours. My guess is that the SIM card in the new unit is not activated with the wireless carrier. I did call customer service last week and was told that they had a problem with a "third party provider" and were escalating the issue to their 2nd level response team which should resolve my issue within the next 5 days. A week later - no response to my inquiry and the Live Services still not working, I called Customer Service again. This time, I am basically told the same story with the promise that I will get a call by Monday with a new timeline for resolution of the issue. If I weren't a long time TomTom user (this unit is my third), the 2535M would have been already sent back for a refund... But patience has limits.

Am I the only one in the US having this kind of problem? What's the average response time from Customer Service to effectively resolve such issues?

[Zsolt Elite Voyager]

Are you using a new account with it or an old one? If it is the old, maybe the new wasn't registered properly with that account (server issue, not you), and your old SIM's ID is assigned to the service. 2nd line should be able to correct it in no time.

[User_in_NJ]

Interesting suggestion. I am using it with an existing account. I am tempted to create a new account for the 2535M but am concerned about loosing the Lifetime maps. Lifetime maps has been activated with my old account.

[User_in_NJ]

More than 2 weeks after contacting customer service because my new 2535M couldn't connect to Live Services, still the same feedback: "your unit cannot connect because of a problem with our third party" and "sorry, they cannot give us a timeframe for resolution of your problem".

I am wondering if TomTom has a real customer service or just lip service...

A VERY disappointed user in NJ

[dhn]

Zsolt's suggestion for creating a new account for this unit is spot on. Have you done so? Getting CS to switch the lifetime maps function to this unit seems secondary to getting your LIVE services working.

You absolutely need to deal with 2nd level support for the LIVE issues and activating the sim card at their end.

866-486-6866.

[User_in_NJ]

As suggested, I did reset the device to factory settings and even uninstalled My TomTom software from the computer. Then I redid the setup/installation and I linked it to a new account I created. Unfortunately, it didn't work - still no Live Services.

I thought it was a problem with the SIM card no being recognized but TomTom customer service said no and keeps telling me the SIM card is fine and the problem is with a "third party". My case has been elevated to their 2nd level for almost 2 weeks now... Apparently, my problem is specific to certain 2535M and 1535M devices.

Any other idea?

[lanantip]

got my go2535m today and just added myself to this group waiting for 'live service' to work.

i bought this model solely because of the 'hd traffic' but was disappointed on my first day.

any help or update with a solution will really help.

[sodtom]

To activate the LIVE services you have to link the device to a TomTom account which owns those services. When changing a device you typically need to link the device and existing account - this doesn't seem to work as planned from TT side. I had to ask CS to reset my account before the device was aware of the LIVE services and my other subscriptions.

Also if the battery charge level is too low (regardless if the device is connected to charger or not) it will not (!) connect to the LIVE services either.

[lanantip]

i made a call to the customer service and spoke with a Leo.  i told him about the problem with the connection.  it was the sim card that he needs to activate before it can connect to the service.

Leo was so courteous and handled the call professionally.

15 minute call..problem solved.

i'm happy now.

[X-RayMan]

I also travel mainly in NJ and experience LIVE Services connection problems all the time.  Tech support is currently working to resolve my problem.  I have been told they think it might be a SIM card issue.  The thing that I notice is that it stops working properly when there is a heavy load of traffic problems.  I get the feeling that the unit gets overloaded and can't keep up with all the data.  My unit has always worked this way since I've owned it almost a year now.  I figured I better try to get it resolved before my warranty runs out, if it is something they can even fix.  It is really frustrating because it stops working when there is heavy traffic, which is when you want it to work most.  I contacted tech support the first time three days ago, and then again yesterday.  I have had no significant response up to now.  The only thing I received is an e-mail acknowledging my problem.