GO 520 forgets Bluetooth connected phones

Keystone
Keystone Registered Users Posts: 5
Apprentice Traveler
edited December 2021 in Devices using Wi-Fi®
HI,
We have had problems in the device forgetting a connected phone. I can be en-route and suddenly notice that the 520 is not showing live traffic and when i check the setttings/bluetooth page the phone that was connected is not even shown as ever being connected. This has also happened in the past when traveling back, it has worked fine on the way out. On the return journey there is no phone in the 520 to sync with. Both occasions i have to re-connect the phone via the app and scan the on screen.

520 is up to date.
??

Thanks for any info,.
«1

Answers

  • John-Jay
    John-Jay Registered Users Posts: 746
    Revered Pioneer
    I also have a GO520 &, whilst not getting precisely your symptoms, I do find it a "bit-flaky" on its Bluetooth connection!

    It always seems to be a bit of a hit/miss, when I initially connect &, when I ever I make a comfort-break-stop, it often is very awkward about re-connecting - leading to a lot of wasted/frustrated time!
  • DougLap
    DougLap Posts: 9,844
    Superuser
    edited May 2019
    Hi @Keystone

    I think I would do a Reset Device in Settings/System. This will lose all your data, My Places,, Poi and Route files, which should be synced back from your account once you have set the unit up again. If you. look on the MyDrive webpage and log in you should see all the data that that is stored there. Any routes you have created on the unit itself will be lost as they do not sync to your account.

    You will have to set the unit up again as you did when first taken out of the box including the Bluetooth connections. Please check and install any updates for your GO unit ensuring if any are a Navcore (software) update that is done first followed by any map update. Please do updates one at a time..

    Your maps and current version of the software will not be affected other than maybe a tidy up of the files. Please also forget the bluetooth connection on your phone and start again.

    Hope that resolves your problem.

    Doug
  • Keystone
    Keystone Registered Users Posts: 5
    Apprentice Traveler
    Yes absolutely, we have 2 units one in each vehicle and both are the same. Very flaky in connecting sometimes but when they forget they have ever been connected to a phone and the phone disappears from the list i find amazing. There must be a bug within the unit.
  • Keystone
    Keystone Registered Users Posts: 5
    Apprentice Traveler
    Thanks DougLap will give that a go. Nothing stored 'place' wise that is needed so can try a reset and see what happens.

    Will try and report back.
    Many thanks
  • Keystone
    Keystone Registered Users Posts: 5
    Apprentice Traveler
    Have reset and reconnected wifi, bluetooth etc etc..
    Will be using tomorrow so will soon find out..

    Also just a bit of further info, when the Go520 is connected to wifi and you enter a route, does this take into account live traffic?? I have found if i enter a route directly onto the device it finds the route ok, but if i then enter the same route into mydrive and send to the device, mydrive finds a better (quicker) route.?


    Many thanks,
  • DougLap
    DougLap Posts: 9,844
    Superuser
    Hi @Keystone

    Firstly if the MyDrive web and Apps have different Avoid settings than the GO520 then when you send the Destination or Stops to your unit then it will recalculate in accordance with the GO520 route settings, ie Fastest, Avoid motorways, Tolls etc.

    When the route is received by the GO520 even if the Avoid settings etc are identical it will recalculate and if it finds a better route will present that as the route. The only way you can be certain of getting the same route is to save the route as a track and syncing it to your GO520. This however will mean it will seek to follow the route precisely and Traffic will not be considered.

    Doug
  • SantaFeTom
    SantaFeTom Registered Users Posts: 34
    Renowned Wayfarer
    This comment is probably not the solution to your problem but it is something to consider. My 620 wifi seems to have a hierarchy of connectivity. If connected to MyDrive Connect, I cannot connect with wifi or bluetooth. If connected with wifi, I cannot pair bluetooth with my phone for data services. It took me a long time to find out why my phone said it was paired with the 620 but the 620 said it was only paired as a generic device, not for data services. I had to turn off wifi and be disconnected from MyDrive Connect and then I could pair it for data services.

    I have always found bluetooth to be problematic. My phone and Toyota vehicle regularly need to be re-paired and I don't know why. For my 620 I think it is probably more reliable to turn on my phone hotspot and connect to the phone with wifi instead of bluetooth.

    Having said all that, is it possible that your 520 is connecting to some hotspot and dropping its bluetooth data connection?

    As far as accessing live traffic, if your phone is out of range of a data connection then you won't have access to that information even if the 520 is connected to the phone.

    An alternative to creating a track is to put a lot of stops along your route. That way you can force the 520 to follow the route you want and still use live traffic information from stop to stop.
  • frat1dan
    frat1dan Registered Users Posts: 6
    Master Traveler
    edited August 2019
    I have a GO 620 and I have been having the same issue in that either the connected mobile telephone disappears completely on a very frequent basis or the system seems to go into some sort of Bluetooth connect and immediately disconnect loop.

    I am forever having to either Add the telephone or unpair and pair the device. Even between a pairing yesterday and this morning the telephone disappeared.

    I am using a HTC U11+ and no other Bluetooth device is having the same problem.

    This problem has existed for well over 2 years and TomTom have been unable to provide a solution.

    Yes, I have soft reset and hard reset the TomTom many times and have even reset the telephone twice.

    And, yes I do have Bluetooth Tethering activated.

    I also turn off Hands-free Calls and Smartphone Message as I use the in vehicle system.

    That also seems to cause problems and my telephone sometimes shows different settings in that process or won't google on or off sometimes.

    All very annoying as I do like the TomTom over other brands I have had. Especially, this wifi feature.

    Also, the Desktop MyDrive Connect TomTom keep telling me to use doesn't seem to do anything when the GO 620 is connect. Just tells my I don't need to connect to MyDrive Connect.
  • Gaupen
    Gaupen Registered Users Posts: 3
    Neophyte Traveler
    edited September 2019
    I have a motorola one vision (android) and connecting the phone to to tomtom go 620 wifi has the same problem. sometime it connects again after coming out of sleep and sometimes it does not.

    every time it does not connect the phone has dissapears from the tom tom device and the tomtom device dissapears from the phone. Sometimes i see a quick message on the the phone that says something like "incorrect pin " I then have to reconnect the phone again and hope it will keep remembering the phone. the next time the tomtom comes out of sleep. If not, i have to reconnect it again. Very frustrating

    I have tried resetting both the phone and the tomtom to see if it solves the problem but it does not.
  • Keystone
    Keystone Registered Users Posts: 5
    Apprentice Traveler
    After extensive testing with various android and apple devices we conclude that there is a problem within the software on the Tom Tom sat nav regarding bluetooth connections. As the unit forgets the phone has ever been paired indicates an internal error. We have now given up in using the blue tooth connection for live data and if required (which is the point of having one of these models) we use the phone as a WIFi hotspot and connect via that. This does seem more reliable but if you do this, be careful that the tom tom doesn't decide to install updates while connected to the phones 4g, unless you have plenty of data.
  • TMcKee
    TMcKee Registered Users Posts: 1
    New Seeker
    I've had my TomTom Go520 for a year & a half now & I've been experiencing the same issue as everyone here. Pretty poor effort on TomTom part to not resolve this by now. I also find they are extremely slow to update speed limits for roads. Some have been changed in my area for over a year but has never been corrected in the map despite me reporting it to them via the GPS. Don't think I'll be getting another TomTom in the future.
  • AndersB
    AndersB Registered Users Posts: 2
    Apprentice Traveler
    I have the same. Spend many hours with this. Lost Bluetooth and online traffic info many many
    times. I will go for another solution with only an IPhone now. Poor interest from TomTom to solve They must know about this. :(

    Anders

  • kita999999
    kita999999 Registered Users Posts: 5
    Master Traveler
    I also have ALL the same problems mentioned above plus it might not affect any of you but being a truck gps i haul hazmat daily and it's terrible about hazmat routes through city's and seems to know very little about legal truck routes through town, it tries to take me through Columbus Ohio every night with hazmat !! But i do really like the Tomtom they just need to fix the bugs .
  • frat1dan
    frat1dan Registered Users Posts: 6
    Master Traveler
    edited November 2019
    After months of back and forth with TomTom Support and over a hundred hours of monitoring and checking, it turns out the TomTom MyDrive Android App was actually causing the problem.

    In the end, after feeding circumstance after circumstance back to TomTom Support, they asked me to uninstall the MyDrive Android App. Firstly, as soon as I did that my mobile handset started to show the Tethering Icon and so far after 3 weeks of use, it has not removed the mobile telephone from the bluetooth connection.

    So, if you are having the same issues, try uninstalling the MyDrive Android App and monitor the situation from there.

    But don't forget you need to have bluetooth tethering active. With my mobile handset, every time I go to airplane mode or re-start the handset, I have to re-active bluetooth tethering.

    frat1dan wrote: »
    I have a GO 620 and I have been having the same issue in that either the connected mobile telephone disappears completely on a very frequent basis or the system seems to go into some sort of Bluetooth connect and immediately disconnect loop.

    I am forever having to either Add the telephone or unpair and pair the device. Even between a pairing yesterday and this morning the telephone disappeared.

    I am using a HTC U11+ and no other Bluetooth device is having the same problem.

    This problem has existed for well over 2 years and TomTom have been unable to provide a solution.

    Yes, I have soft reset and hard reset the TomTom many times and have even reset the telephone twice.

    And, yes I do have Bluetooth Tethering activated.

    I also turn off Hands-free Calls and Smartphone Message as I use the in vehicle system.

    That also seems to cause problems and my telephone sometimes shows different settings in that process or won't google on or off sometimes.

    All very annoying as I do like the TomTom over other brands I have had. Especially, this wifi feature.

    Also, the Desktop MyDrive Connect TomTom keep telling me to use doesn't seem to do anything when the GO 620 is connect. Just tells my I don't need to connect to MyDrive Connect.

  • Gaupen
    Gaupen Registered Users Posts: 3
    Neophyte Traveler
    edited November 2019
    Yes that describes exactly the problem most people have here and since you are using an alternative handsfree like i do too
    i suggest you use wifi tethering and forget about the whole bluetooth connecting
    At least that works trouble free.

    Is TomTom not following with on these forums? it is hard to believe they do not solve this bug. or at least they could let us know they are trying to find a solution for this

    The solutuion that is described here is only temporarily and for many people the tomtom wil after a (mostly short) while forget the phone device again and putt you back in the position where you have to connect the device .... again ...... so frustrating .
  • John40
    John40 Registered Users Posts: 2
    New Traveler
    I have same problem with my Via 53. Nearly every time I use it I have to re-pair it with my phone. Very tedious. Disappointing not to find any inclination from TomTom to fix this bug. Otherwise I love my TomTom
  • AdrianGray
    AdrianGray Registered Users Posts: 2
    Apprentice Traveler
    Same problem here too and has been like this for months. Come on TomTom let’s have a fix for this.
  • TheGyurci2
    TheGyurci2 Registered Users Posts: 1
    New Traveler
    Hi All,
    I have a TomTOm Go 520 WiFi unit and I also have problems with the Bluetooth connection. When I first set up the phone (Redmi Note 7) through MyDrive, the speakerphone mode, traffic info and messages work ok. When I turn the device off and turn it on later, message notification does not work.
    If I perform a system reset on the Go 520, start BT sharing, reinstall the MyDrive app on my phone and add the GO 520 everything works initially again. But after I turn the device off and on again message notifications do not work. The problem persists after several hard resets and reinstalls. Having WiFi on or off makes no difference.
    Any ideas how to make message notifications work?

    TomTom GO WiFi
    Software: 19.201
    Map: v10.50

    Redmi Note 7
    Android 9 PKQ1180904.001

    Thanks,
    G
  • Steve10250
    Steve10250 Registered Users Posts: 1
    New Seeker
    I've been grappling with this disconnection problem for about a year. It worked almost perfectly since new then for no apparent reason it started to randomly disconnect. There are two discreet connections, one for phone and one for Live Traffic data. The data connection over Bluetooth is particularly unstable, whereas I've not had any real issues with the phone connection. After much trying, I've now ditched the Bluetooth data connection and use WiFi which works flawlessly (so far). This is no problem since I use a phone hotspot to connect to my Android head unit.

    This is the third Tomtom that I've owned and is a great unit when it works. Previous units I've had developed problems that elicited no response from their technical department. This seems to be the Tomtom business model - make a great device but offer no support, or at least no willingness to address issues raised by many users like problems described here.
  • olsmokey
    olsmokey Registered Users Posts: 5
    Master Explorer
    I'm having the same problem. It seems to be getting worse.
  • tcanderson
    tcanderson Registered Users Posts: 4
    Apprentice Traveler
    For those of you that commented wondering if TomTom Support is aware of the Bluetooth connectivity issue, THEY ARE.

    I had a Support ticket open with TomTom "Support" in July 2018 after their device update bricked Bluetooth connections. I use the term "Support' losely because when your standard and ONLY answer is to Reset your device, uninstall the software and remove all the previous pair'ings is NOT Support. That's reading a script which even 5 year olds could handle that.

    Basically TomTom sells you devices that will be useless in less than 3 years. Forget the advertising of Lifetime Maps. The device will be a door stop before you know it.
  • HarmonyInTraffic
    HarmonyInTraffic Registered Users Posts: 6
    Apprentice Traveler
    Bump, as this describes my problem and irritation.
  • tr0ubles0me
    tr0ubles0me Registered Users Posts: 1
    New Seeker
    Alright, guys. I was bothered with the same issue since I bought my TomTom Go Supreme in November. I was using the MyDrive app on my Android phone and have probably paired it 20 times in the last month.

    The solution, as someone stated above, is not to use the MyDrive app to pair the unit with the phone but just use normal bluetooth pairing as offered by your phone's operating system. It goes like this:

    On your TomTom go to Settings > Bluetooth > Add Phone. When the QR code appears, click on the "?" icon (bottom right) next to it. Scroll down and select "I don't need those advanced features" (can't remember the exact wording). Now turn the bluetooth on your phone on and go to Settings > Networking > Hotspot > Enable Bluetooth Tethering. (The setting reverts to OFF on Android everytime you enter/exit Airplane mode or restart your phone, so remember to re-enable it when you do). Now search for your TomTom unit and pair it as any other bluetooth device.

    Your TomTom will pair with your phone and here comes the beautiful part - when your TomTom is connected to your home wifi it's going to use that for updates or traffic info, and it's not going to use the bluetooth tethering but will still remain paired to your phone. Once your TomTom loses wifi connection (you go out with the car, for example), it will start using your phone's data via bluetooth tethering. The process is seemless and does not require user intervention, Traffic Services and Speed Cameras work as expected, the unit will not try and update maps (it does when connected to your phone's wifi hotspot), pairing is not lost amid restarts or disconnects, and the only downside is that you lose the instant messaging notification that MyDrive offers.

    On your TomTom the bluetooth setting will be showing NOT CONNECTED, but that does not mean that it's not paired with the phone. It just means that the online services are not connected VIA BLUETOOTH.

    I hope all that would help somebody love his TomTom again, as much as I love mine now.

    Cheers.

  • YamFazMan
    YamFazMan Posts: 20,814
    Superuser
    Hi
    Similar to the tips above from user 'tr0ubles0me'
    For android Smartphones connected over Bluetooth & MyDrive App ....

    There's an unresolved problem with the Apple iPhone iOS 13 & 14 and the and the MyDrive App's and the advanced Smartphone features....
    If you can live without the bells & whistles of the MyDrive App...
    Just use a straight simple Bluetooth Connection....
    Here... https://discussions.tomtom.com/en/discussion/comment/1729911/#Comment_1729911

    Stay Safe... ATB YFM
  • dezyn66
    dezyn66 Registered Users Posts: 2
    Apprentice Traveler
    I used to own a different TomTom portable device similar to the TomTom Go520. I loved the previous TomTom even though it also had issues that would quite frequently pop up.

    Since I purchased TomTom Go520 directly from the TomTom.com website, I had high hopes in it's performance. No such luck however.

    TomTom Go 520 constantly slips out of connection to my phone's bluetooth. Doesn't matter if I get out of my vehicle and go into a building or just hang out in or near my vehicle. Currently I have had to do a factory reset several times in a week because of a recent update on mydrive. And still the bluetooth won't connect the TomTom to my phone. I was told to unsync my phone and TomTom and that should fix the problem. The problem is still there but now my TomTom is constantly rebooting and I can't even get to the unsync part on the TomTom because there isn't enough time between reboots.

    We USED to be able to contact technical support on the phone. But supposedly because of covid, TomTom support lost all their phones so we are now forced to wait for information from constant back and forth emails or here on the discussion board.

    As soon as I can afford a new gps, I will be changing companies who have telephone technical support as part of their service to their customers.