SIm card does not work - what can I do?
MilanZitny
Posts: 2 [Apprentice Traveler]
THE SIM card in the device does not work. The device cannot be connected to the Internet. What can I do?
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Best Answer
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DougLap
Posts: 6,913 
SuperuserHi @MilanZitny
Try a soft reset first ie With the unit on Hold the ON/Off Button in for about 20 seconds+ until you hear the Drumroll sound when you let the button go.
If the does not work the a Factory rest
Tap menu (4 Dots)
Tap Settings
Tap System
.Tap Reset Device
You will have to set the unit up again as you did out of the box with language, account and Wifi details etc. You will lose all your data ie Favourites (My Places), Poi and Route files. If you look on the My Drive Website and log into your account you should see your data and so it should sync back onto the unit after the reset. The Software and Map versions on the unit will not be affected.
Doug7
Answers
Superuser
Try a soft reset first ie With the unit on Hold the ON/Off Button in for about 20 seconds+ until you hear the Drumroll sound when you let the button go.
If the does not work the a Factory rest
Tap menu (4 Dots)
Tap Settings
Tap System
.Tap Reset Device
You will have to set the unit up again as you did out of the box with language, account and Wifi details etc. You will lose all your data ie Favourites (My Places), Poi and Route files. If you look on the My Drive Website and log into your account you should see your data and so it should sync back onto the unit after the reset. The Software and Map versions on the unit will not be affected.
Doug
Superuser
Your welcome. Pleased you are sorted.
Doug
I have tried soft resetting the device and setting it back to factory, but the problem persists. Does anyone have a fix for this?
Superusers
I think the Support can help you.
United Kingdom
02079 490 134
Monday - Friday: 9:00 a.m. to 5:30 p.m.
Thanks
Here is part of the reply from support:
___________________________________________
I understand from your e-mail that you are having trouble getting the Traffic details on your GO Live 1005 device. I’m glad you e-mailed us so that we can take care of this right away.
As I can see in our system that live services is already expired on 07/06/2018. I would like to inform you that all the TomTom Live Devices has an in-built SIM Card. After 18 months of not using LIVE services the SIM card in the device will be deactivated automatically. So if the last LIVE subscription ended on 01-02-2016 the SIM card will be deactivated on 01-08-2017. WHAT HAPPENS WHEN I DON'T REACTIVATE LIVE SERVICES? Click Here: https://www.tomtom.com/en_gb/live-sim/
___________________________________________
So there you have it, use it or lose it! So anyone out there who due to illness or getting a company car etc who doesn't renew their live subscription for 18 months will have the SIM card tuned off. The rest of the reply was just confirming the refund of my live subscription, and offering discount should I wish to purchase a new unit. I don't remember that bit of information being clearly relayed to me at the time of purchase. Which begs the question, what else don't they tell you, so why would I buy another one?
Superusers
@Chris_1948
In UK & (Europe?) Tomtom use a Vodafone SIM
This end of service process is no different to any of the other Phone service providers, after 'n' Weeks (Various) of 'Zero use' they set the SIM to Sleep Mode, then after a further 'n' Weeks (Various) they disable the SIM....
I can imagine there must have been, or still could be, thousands if not tens of thousands, of Tomtom Live devices out there, which have no Live Services Subscriptions and everyone of those systems is pointlessly logging in and out of the network every time the device is used
To me it makes environmental sense to shut-down redundant SIM's
Also as far as I'm aware the SIM card is automatically disconnected after 18 months without use... Tomtom sends Emails the affected users and give 28 days notice before deactivating the SIM card
ATB YFM
Superusers
@Chris_1948
I do not have a problem with the SIM or the live Traffic on any of my Tomtom Live devices
I do not have a problem with the Bring Your Own Connection for Live BYOC Traffic devices connected over Mobile Phone
Tomtom Live devices update the Live Traffic every 2 Minutes....
ATB YFM