Go Premium won't connect using GPRS after software update

jmaes

I have updated the unit with the most recent software and it won't connect using the SIM to mobile data. Connection via wifi and Bluetooth is fine and shows subscription is up-to-date. Have rebooted (soft and hard) twice and issue remains

rider1rider

it doesn't need mobile data

jmaes

Thanks but I purchased this unit as it has an integrated SIM so I don't use my phone's mobile data plan when driving

rider1rider

https://help.tomtom.com/hc/en-us/articles/360014530220-TomTom-Traffic-or-LIVE-services-isn-t-working#:~:text=are active again.-,Make sure that information sharing is enabled on your navigation,device from receiving LIVE Services.

DougLap

Hi @jmaes

If your Premium unit is connected to Wifi then the inbuilt sim will be disconnected. To test whether the Inbuilt sim is active you need to be out of range of your Wifi. It should only use a Bluetooth connection for Traffic Data if the Inbuilt sim cannot connect to the TT servers.

If you are unable to see that the GPRS Sim is connected in Menu/Settings/System/About then you should contact Customer support as they can check the settings.

Try the following:-

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.

If the above does not work exactly as described try another Web Browser.

Doug

YamFazMan

Hi
@jmaes
Further to Doug's post....
Maybe useful... Further info on Tomtom GPRS Live Devices & Data Connection priority over the SIM Card....
Here... https://discussions.tomtom.com/en/discussion/comment/1750669/#Comment_1750669

ATB YFM