07-05-2012 01:09 PM
Finally on 2 May 2012, I have a fully functioning TomTom again
Yet again it is TomTom that are creating the problems
2031 means your device is not registered with TT database
Moaning and complaining is the only way (it seems) to get anything done.
And ask for compensation too - this should not happen- when replacing a device an automatic procedure should be instigated to reset the sim on the database to make sure the correct device is registered by the time the customer gets the replacement device.
It is not rocket science.... So why can't TomTom do it?
08-05-2012 09:51 AM
I have to say, I am completely bemused by all this. I have had my LIve 1000 replaced. I updated it as requested via the website. Live Services don't work until I tell the online support that I don't think the SIM is registered on their database. Two days later Live Services work. And then...one trip where everything works fine and then we are back to the restarting cycle. There is no way I can get to the settings to reset to factory default, So I now have to go back to support and I am sure I will have to return the unit. It must be to do with the update programme from the website. Good point about compensation. As they replaced the unit I asked for a full year's guarantee but apparently I only get 6 months. Will keep you all posted on how things go!
10-05-2012 09:05 AM
And mine has just gone back to the menders. I don't think I will plug it into my computer to update the software. Apparently TomTom outsource their repairs and the centre only reset to factory default which is just the original software not any updates! A friend has offered his computer to download the update as he doesn't use Norton. Will keep you posted.
12-05-2012 11:25 AM
17-05-2012 11:23 AM
Well it's now Thursday and I still have no fix for my Live services on a Go Live 1005 Europe
No surprise really - just amassing the time and will BILL tomtom for the delay
I have asked for this issue to be escalated but I doubt that it has
It's supposedly in research........I could have bought a Start 25 Europe and saved £100.00 because that is all my unit is now.
In the past two months I have had a fully-functioning unit for 7 days only!
19-05-2012 12:30 PM
Finally, they have reset my device at their end and I get to do the reset, reboot thingy all over again.
And yes, live services are back with exp date of 18 May 2013
it lasted 7 days last time to watch this space......
10-06-2012 07:57 PM
Bizzarely, I returned the unit (for the 3rd time) and it was returned apparently reset to factory settings by the (outsourced - problem looming?) repair department in Scotland. I decided not to update it as my computer seems to corrupt the downloaded file because of Norton. So I just got it going and it worked - once! Then it went back to its old habits of restarting. So I phoned support and a very helpful person gave me instructions how to reset (they were different to the ones I had previously been given).. I got so far but still no joy. I emailed support again and they have decided to replace the unit yet again. I have to have it collected by courier to go to Holland this time as the situation has been escalated. I will now receive a new unit. The big difference (and this was a suggestion of mine!) is that the unit will come loaded with the most up-to-date software which doesn't have the non-connection with GPS issues that the version that the (outsourced) repair centre gets you back to. Lesson learnt - a) don't outsource the repair centre and b) make sure that any factory resets are done to the most recent software update so that the customer doesn't have to connect to their computer (which potentially will corrupt the downloaded upate because of conflicts with Norton). Oh, yes - the helpful chap on the phone suggested that if I were to link to my computer: a) link up via a wired connection (as wireless can drop) and b) turn off Norton and similar. So there we are. I will update you when I get my new unit. Even though TomTom only reset the guarantee to 6 months from the date of repair they will give me another year of live services. At the end of the day it seems that Live Services are the problem. I have friends who have much simpler TomToms and they have no problems.