GPRS STATUS - DISCONNECTED, tech support phone is closed, I need very urgent to solve the problem! — TomTom Community

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GPRS STATUS - DISCONNECTED, tech support phone is closed, I need very urgent to solve the problem!

YurkoYurko Posts: 35 [Master Traveler]
edited January 2019 in TomTom Services
Please HELP: GPRS STATUS - DISCONNECTED (NO TRAFFIC DATA WHEN ACTIVATED) GO-6250 s/n ZAxxxxxxxx PN 8PL6.002.12SIM.2
TECH SUPPORT PHONE IS CLOSED, I NEED VERY URGENT TO SOLVE THE PROBLEM!
why sell (!!!) GO-6250 - TOP PRODUKT (!!!!!) broken devices and not test before selling?!!!!!
I have to go, why should I waste my time on these stupid
correspondence????????!!!!!!!!!

Mod edit: Please, don't post private information on a public forum. Thanks!

Comments

  • NiallNiall Posts: 10,879
    Superuser
    @Yurko

    Do a soft reset, you will loose nothing, it is like rebooting your computer and reloads all the new files from an update.

    A soft reset :- with your device charged for at least 2Hrs "OR" have the device plugged into a power supply; press and hold your on/off button until you hear a drum-roll sound (or the TomTom hands symbol appears) then release the on/off button. Make sure you are outside and have a clear view of the sky (satellites)
  • YurkoYurko Posts: 35 [Master Traveler]
    of course before writing the question I did a soft reset and not soft reset... and updated everything - and still no response from tech support!!! it's been 6 hours!!! it is the quality of just bought the newest and most top-end model for $500!!!
  • YurkoYurko Posts: 35 [Master Traveler]
    it turns out that when you connect to wifi disconnects gprs
    but the problem is still relevant - traffic is expired, Camera updates expired! and the manual says that for life, what's the problem?
  • NiallNiall Posts: 10,879
    Superuser
    @Yurko

    Have you connected to your WiFi router since doing the soft reset. Also did you specifically go to "Settings" "System" "Get Updates" ?
  • YurkoYurko Posts: 35 [Master Traveler]
    of course I did and was connected to the phone and updated everything, updated maps (7Gb), even the updates come share maps but why the device with a lifetime subscription requests me to buy this subscription? but if I make a mistake and buy this subscription? it looks like fraud
  • NiallNiall Posts: 10,879
    Superuser
    @Yurko

    As this is a user forum, might be an idea to contact Customer Services on Monday to sort out your subscription(s), see my list of phone number here
  • MikkoKMikkoK Posts: 23,905 Retired Community Managers and Staff
    Hi Yurko,

    Welcome to the Community!

    Unfortunately, there seems to have been a problem with activating the Lifetime services for your device and your Traffic subscription has expired a month ago. I flagged this with our technician he made some changes to your TomTom account to get this sorted.

    To activate your services, please factory reset your device by choosing Settings (cog wheel) - System - Reset - Reset. Please note, that this will delete your personal information, e.g. My Places, My Routes and destination prediction data. You can save and restore My Places with MyDrive. After this, connect your device to Wi-Fi® to link it back to your account.

    Cheers, Mikko
  • YurkoYurko Posts: 35 [Master Traveler]
    it turns out - when he connects to WIFI - gprs disconnects, then suddenly the subscription through the day she appeared on the lifetime traffic and speed cam only until 12/2017 - what a mess
  • MikkoKMikkoK Posts: 23,905 Retired Community Managers and Staff
    Hi Yurko,

    Something went wrong again... Sorry about that!

    We've done some changes again. Please, repeat the previous steps.

    Cheers, Mikko
  • YurkoYurko Posts: 35 [Master Traveler]
    did the reset again, now reports - safety camera: "...service is not available"...
  • MikkoKMikkoK Posts: 23,905 Retired Community Managers and Staff
    Hi Yurko,

    There was one step still missing. I've fixed that for you :D

    Sorry about all the hassle!

    Cheers, Mikko
  • YurkoYurko Posts: 35 [Master Traveler]
    now it works

    p.s. on the phone yesterday promised to help and did not help, tech support at personal request is also not responded - helped only this forum
  • kevonkevon Posts: 9 [Master Traveler]
    Hi I am having the same issues.Network status not connected.I have tried many resets.Nothing changes.I have not used this trucker 6000 since January.I updated every thing today and still nothing!Can someone please advise? Thanks.
  • NiallNiall Posts: 10,879
    Superuser
    @kevon

    Contact Customer Services to check the status of your subscriptions

    CS United Kingdom
    02079 490 134
    Monday - Friday: 9:00 a.m. to 5:30 p.m.
  • kevonkevon Posts: 9 [Master Traveler]
    Nothing to do with that .Apparently a faulty SIM card.Under warranty so being fixed free of charge.Postage free as well.Anoying but quick to find problem and arrange fix.
  • NiallNiall Posts: 10,879
    Superuser
    @kevon

    Glad the contact number was helpful and that a CS rep was able to diagnose the problem.
  • GabicjGabicj Posts: 5 [Apprentice Traveler]
    Hi I am having the same issues.Network status not connected.I have tried many resets
  • GillypGillyp Posts: 1 [New Seeker]
    My traffic is activated but my gprs is disconnected done 2xsoft resets no change
  • YamFazManYamFazMan Posts: 19,209
    Superusers
    Hi
    @Gillyp

    Are you at home ???
    Your Wi-fi will take priority for the connection to Tomtom Services & Live Traffic

    If you Tap the 4Dot(…. Menu) --Setting --> System --> About... Scroll down
    Your Data Connection will show... Data Connection 'Wi-fi'
    ________________________

    You can
    (1)… Forget the Wi-fi on the device....
    You can't actually turnoff the Wi-Fi but you can forget it, the device will still be monitoring for a Wi-Fi service but not connecting

    Tap 4Dot (.... Menu) --> Setting --> Wi-Fi... Tap on your Wi-Fi's Name (Screen top left)
    Tap Modify --> Forget
    Follow on-screen instructions to finish

    Log back into the Wi-fi after setting seeing your GPRS (SIM) Connection
    ______________________

    (2)... Move out of Range of your Wi--Fi the GPRS (SIM) will take priority for the connection to Tomtom Services & Live Traffic

    ATB YFM
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