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

Martin999

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 !

YamFazMan

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

YamFazMan

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


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


ATB YFM

Martin999

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!

Martin999

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....

Glenno1882

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?

Martin999

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 !

dmulv

There's an update from VikramK in the thread here. I suggest we follow this for the latest on the problem.