Go Premium X - After back up, impossible to connect with mobile services : no Internet connection — TomTom Community

Go Premium X - After back up, impossible to connect with mobile services : no Internet connection

Martin999Martin999 Posts: 4 [Apprentice Traveler]
How can this be : a NEW Tomtom Go with a name like „Premium X“ !! The integrated SIM card can‘t connect with the Internet !!! After update, i must reset the Tomtom to make function Live and Traffic Services ?!? What a rubbish !! I am REALLY DISAPPOINTED on all the line ! I still have my old Tomtom Go 6000 who works BETTER and I can trust it all the time. But the „Premium X“ ? What is this for a Tomtom service !?!? I already contacted several times Tomtom Support, always the same answer : RESET RESET RESET 👎🤮
I want my money back !

Answers

  • YamFazManYamFazMan Posts: 19,235
    Superusers
    edited August 2019
    Hi
    @Martin999

    Are you at home and connected to your Wi-Fi ???
    Your Wi-fi will take priority for the connection to Tomtom Services & Live Traffic
    Or are you using a Mi-Fi device in you vehicle

    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
    ________________________________

    Have you tried the GO PRO 6250 away from your vehicle in an open space
    Maybe with & without a Wi-Fi Connection

    Customer services can check your GPRS SIM Status....
    Phone... https://discussions.tomtom.com/en/discussion/1115662/phone-numbers-to-contact-customer-support-new/p1

    Maybe on Monday @VikramK or @lampard the Forum Moderators will check your GPRS SIM Status....

    ATB YFM
  • YamFazManYamFazMan Posts: 19,235
    Superusers
    Hi
    @Martin999

    The NAV5 (Wi-Fi) devices like you’re Go Premium X normally update using Wi-Fi...

    TomTom Video... Updating your navigation device using Wi-Fi®



    If you have successfully connected your device to your Wi-Fi....
    To check your Connection Speed, Signal Strength & Quality
    On the Device... Tap 4Dot (.... Menu) --> Settings --> Wi-Fi
    Tap on the Your Wi-fi name (The one Showing as connected)
    A new Menu Page opens

    7g8gwfpx1swt.jpg
    On the left-hand side of the screen is your Wi-Fi Connection Status

    Tomtom recommend a minimum Wi-Fi download speed of 30Mbps
    Tomtom NAV5 (Wi-Fi) devices will only connect to a 2.4GHz Wi-Fi network
    All the update actions are executed on the device...

    ___________________________

    If Wi-Fi is not available or is slow/unstable/unreliable.....
    See Option... (2) Connect over USB
    ___________________________

    Option... (1) Connected Wi-Fi
    Tap the 4Dot(.... Menu) --> Setting --> Updates & New Items
    Extra Maps are Installed/Maintained... Tap the 4Dot(.... Menu) --> Setting --> Maps

    I always update my devices one Update at a time
    The NavCore Application and QuickFixGPS updates are force ticked by Tomtom... Deselect any other updates like Maps, Speed Cams etc... Update the mandatory item/s first, when complete update the remaining items one at a time

    Note... NAV(5 Wifi) devices connected over Wifi do not require MyDrive Connect to be running Even if myDrive is running you have no access the MyDrive Connect menu structures as used by the previous NAV3 & 4 devices

    Option... (2) Connected USB
    If Wi-Fi is not available or is slow/unstable/unreliable.....
    Tomtom recommend a minimum Wi-Fi download speed of 30Mbps
    Updating your new NAV5 (Wi-Fi) device over USB will require "MyDrive Connect"
    Get it here.....
    www.tomtom.com/getstarted
    Run MyDrive Connect.....
    Note... The NAV(5 Wifi) devices have no access the MyDrive Menu structures as used by the previous NAV3 & 4 devices
    Connect your Device to a USB Port on your PC
    Updating a NAV5 (Wi-Fi) device using USB is the same as using Wi-Fi, all of the update actions are executed on the device...
    Tap the 4Dot(.... Menu) --> Setting --> Updates & New Items
    Extra Maps are Installed/Maintained... Tap the 4Dot(.... Menu) --> Setting --> Maps
    __________________________

    Note... MyDrive Connect will only show a "Splash screen" saying "Connect your device using Wifi" etc
    If required you can close the 'Main Mydrive Window' showing the "Connect your device using Wifi" Splash screen... MyDrive Connect only needs to run in the background on the PC TaskBar


    27bxc59f2s23.png
    ATB YFM
  • Martin999Martin999 Posts: 4 [Apprentice Traveler]
    All updates are made by wifi and with wifi connection, everything‘s working. If I cut the wifi, no more connection possible (SIM integrated). Last thing I did was reset and even after resetting still no connection possible. I give it up!
  • Martin999Martin999 Posts: 4 [Apprentice Traveler]
    Thank‘s for your reaction: other details : the Updates are made @ home on wifi; that is not the problem... I‘m sure that the problem comes from a bug inside and the SIM can‘t connect. I‘m always driving on roads with good 4G connection. For example, my Tomtom Go 6000 funtions without any problem. It has exactly the same functions as the Premium X, also integrated SIM card. I wrote again a message to the customer service....
  • Glenno1882Glenno1882 Posts: 4 [Apprentice Traveler]
    I am having the same problem.

    All was fine until i updated my device (premium 6) and then i lost all sim services.

    When connected to wifi or mobile hotspot everything works correctly ( Traffic services and my drive connects).

    Once i disconnect from wifi or hotspot the tomtom doesn’t connect to the internet via the built in sim. It has been like this for a few days and i have travelled over 300 miles so it can’t be a signal issue in my area.

    Can anyone help?

  • Martin999Martin999 Posts: 4 [Apprentice Traveler]
    Hello Glenno1882, try ro push the on/off button permanently for minimum 10 sec or longer that the box restarts and see what‘s happening. Second possibility: reset. If all this don‘t change anything, you have to contact directly the customer service and insist that they permit that you can send back the box - I had to send it back two times: 1st time, the technical service „found nothing wrong“; then I really felt abandoned by the after-sales service! ! I send many mails, always the same reaction „thank you for contacting us, we are looking for a solution- blabla“ ; wel I had to really prove what went wrong and to force a new reaction from Support with a letter signed by lawyer to obtain the permission to resend it back à second time !!
    Now finally the box is exchanged by a new one and the problem is gone.... so far !
    Don‘t let it go if they don't react properly!
    Bye !
  • dmulvdmulv Posts: 668
    Superuser
    There's an update from VikramK in the thread here. I suggest we follow this for the latest on the problem.
Sign In or Register to comment.

Who's Online in this Category0