my live doesn't work recently i tried to reset my device a few times but no luck, any idea what do? — TomTom Community

my live doesn't work recently i tried to reset my device a few times but no luck, any idea what do?

hindyhindy Posts: 4 [Apprentice Seeker]
my life-traffic doesn't work recently I tried to reset my device a few times but no luck, any idea what to do?
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Answers

  • rider1riderrider1rider Posts: 761 [Revered Pioneer]
    write to customer care email or chat
  • DougLapDougLap Posts: 7,972
    Superuser
    Hi @hindy

    @VikramK or @lampard should pick this up and can check your units settings on the TT servers. Look back here later to see what they say.

    Doug
  • VikramKVikramK Posts: 11,908 Moderator
    Hi @hindy
    Welcome to the community!
    Are you referring to a factory reset?

    What does the GPRS status say?
    Main menu- Settings - System- About


    Regards, Vikram
  • hindyhindy Posts: 4 [Apprentice Seeker]
    hi @VikramK

    thanks for coming in to help the community

    the reset i made was a simple 1 by settins+system+reset device

    now as i'm checking GPRS status its disconnected
    i have no idea how to deal with it

    please let me know the next step
    much appreciated
    hindy
  • DougLapDougLap Posts: 7,972
    Superuser
    Hi @hindy

    When you are checking the GPRS are you still connected to Wifi. If so then the GPRS will show as disconnected. You need to check when out of Wifi range.

    Doug
  • hindyhindy Posts: 4 [Apprentice Seeker]
    i disconnect the wifi and still no connection to GPRS
  • DougLapDougLap Posts: 7,972
    Superuser
    Hi @hindy

    @VikramK should pick this up on Monday. Look back here to see what he says.

    Doug
  • VikramKVikramK Posts: 11,908 Moderator
    hindy wrote: »
    i disconnect the wifi and still no connection to GPRS

    Strange, I couldn't find any issues with the services on the account.
    Could you report this to our customer service team, please?

    Regards, Vikram.
  • hindyhindy Posts: 4 [Apprentice Seeker]
    hi @VikramK

    thanks for the reply, please can you provide me the email address of the help centre as i can't find it on the site

    thanks a lot
    hindy
  • DougLapDougLap Posts: 7,972
    Superuser
    Hi @hindy

    Try this.

    There are no phone lines working because so many are working from home because of Covid.

    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, ie its not normal working hours Mon/Fri, it will tell you the hours that it will be available.

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

    If it does not work exactly as described then try another Web Browser.

    Doug
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