No GPRS on TomTom Trucker 6000 — TomTom Community

No GPRS on TomTom Trucker 6000

HI my tom tom trucker has no Gprs I have purchased live traffic updates when it plugged in to my computer its says they are activated but when un plugged there are not.It hasn't been used for over a year been in the box any ideas

Answers

  • DougLapDougLap Posts: 7,194
    Superuser
    Hi @Zaczoe1

    Try a factory Reset ie Menu/Settings/System/Reset Device.

    Check by logging into your Account on the My Drive Website that your My places, and andy3rd Party POI'sor Routes are saved in your account. If they are then they will be restored to the Device after the Reset.

    Doug
  • Zaczoe1Zaczoe1 Posts: 2 [Apprentice Seeker]
    Hi Doug thanks for that have tried twice doing a factory reset but no luck still the same.
  • DougLapDougLap Posts: 7,194
    Superuser
    edited February 7
    Hi @Zaczoe1

    Maybe @VikramK may be able to check tomorrow but may have to refer you to Customer Support. See what he has to say.

    There is no Phone line support so you would have two try Chat/Email

    Tap Support at the top of this page
    Sign in Top Right of next Page. (you have to do this)
    When signed in Tap Contact Us bottom right
    Help Box appears and after a few seconds Get in Touch also appears
    Tap Get in Touch
    You are now offered Chat or Email. If Chat is closed it will tell you the hours that it will be available.

    Chat is busy you may have to try a few times.

    Doug
  • FairwindsFairwinds Posts: 1 [Apprentice Seeker]
    I have exactly the same problem with my 6200 device.

    There are several reasons why I am extremely dissatisfied with the support provided by TomTom:

    1. The website is not very clear as to how to reach someone for help.
    2. The automated 'bot' when questioned about gprs problems always went to an answer regarding gps problems; this is not what I typed.
    3. The suggested solution to the problem of the device not connecting to gprs services does not work:

    • Make sure that the device is not connected to a computer.
    • Perform a Factory Reset and Soft reset.
    • During startup, activate the Services.
    • It may/can take up to 3 hours maximum for the services to start working again.
    • The device cannot be linked by logging in, so advise to connect the device to MyDrive.

    There is no prompt of ability to 'activate services' whist the device is 'starting up'!
    If the device is connected to the WiFI, it disconnects the gprs so there is no way of knowing whether the gprs problem has been resolved, unless you are out on the road - a bit ate then when you are stuck in a traffic jam which the device did not know about.

    I had the same problem in December 2018 and after receiving multiple instructions to conduct a factory reset and soft reboot, despite my replies indicating all of these solutions did not work, I had to escalate the complaint through a third party; only then was substantive action taken by TomTom.

    The device was eventually returned to have a faulty SIM card replaced.

    I own a mobile telephone which is older than my TomTom navigation device, and it has not had a single fault with the SIM card. Therefore, I am extremely disappointed that TomTom use such shoddy components in their very expensive devices. It is highly likely the SIM card has again failed, after being replaced by a new component less than 12 months ago?
  • YamFazManYamFazMan Posts: 18,669
    Superusers
    edited February 8
    Hi
    @Fairwinds
    Welcome to the site....
    You haven't stated your Home Country in your profile or your post ???
    Some Countries have shutdown the 2G services....
    Fairwinds wrote: »
    1. The website is not very clear as to how to reach someone for help.
    2. The automated 'bot' when questioned about GPRS problems always went to an answer regarding GPS problems; this is not what I typed.
    Contacting Tomtom Support….
    Due to COVID-19 the phone service has been suspended
    For Tomtom Support Email or Chat lines...
    (Monday to Friday Normal Office Hours)

    The way of contacting Customer Services has changed

    (1)... A couple of Tips when Contacting Tomtom Support....
    Here... https://discussions.tomtom.com/en/discussion/comment/1714844/#Comment_1714844
    _________________________

    (2)... Tomtom FAQ … How to Contact Tomtom Support....
    Here… https://help.tomtom.com/hc/en-gb/articles/360015568919-How-to-contact-TomTom-support
    Fairwinds wrote: »
    If the device is connected to the Wi-Fi, it disconnects the GPRS so there is no way of knowing whether the GPRS problem has been resolved, unless you are out on the road - a bit late then when you are stuck in a traffic jam which the device did not know about.
    Try logging out of your Wi-Fi....
    I find the Wi-Fi devices are more stable and more responsive in general use when you 'Forget' the Wi-Fi connection

    (You can't actually log out you can only 'Forget' the connection)
    Tap 4Dot (.... Menu) --> Settings --> Wi-Fi
    Tap on your Connected Wi-Fi
    Tap (Modify) Icon
    Tap (Forget) Icon
    Tap (^) Icon Screen top right
    To verify the Wi-Fi is OFF Tap 4Dot (.... Menu) screen top right Wi-Fi logo with an 'X'

    70e5b90b-25ce-4fca-994c-e836a17cb9fa.jpg
    To Reconnect to Wi-Fi.... For Updating etc....
    Tap 4Dot (.... Menu) --> Settings --> Wi-Fi
    Tap on your chosen Wi-Fi
    Enter your Wi-Fi Password
    Tap Done
    Tap Connect

    Unless you're using a personal My-Fi Hotspot in the car for your data connection, the only other reason for a live Wi-Fi connection is for updating the device... I turn off (Forget) Wi-Fi by default and only login for updates
    It's no big deal for updates, you only have to enter your Wi-Fi password....
    ___________________________
    ___________________________

    (1)... Turn Off/Forget the Wi-Fi as above....
    (2)... Do NOT connect your device to a USB port on your PC....


    Both the Wi-Fi and USB data connections... Have a higher priority data connection than the GPRS SIM....

    Check... Tap 4Dot (.... Menu) → Setting → System → About…
    Scroll down to Data Connection & GPRS Status....
    What does the device report...???
    Is the GPRS Status... Connected ???
    Are the following categories displaying any Numbers ???
    MCC/MNC
    IMEI
    SIM ID
    GPRS Model

    Stay Safe... ATB YFM
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