Problems downloading maps.
I have been using TomTom Go on a number of iOS devices for quite some time, and have an active annual subscription. The subscription runs out at the beginning of next year. Until several days ago, I have had no problems, and the app has worked correctly, (apart from known issues).
I have 2 iPhones and an iPad pro linked to my iTunes account, and have the TomTom app installed on each device. One device is an old iPhone 7 that is used only for navigation in my vehicle, (iOS 14.6) and iPhone 12 Pro (iOS 14.6) and an iPad Pro also running (iOS 14.6). All have worked correctly until a couple of days ago.
The issue started yesterday when I attempted to apply the weekly maps update on the iPhone 7. Instead of applying the update, I got an error message and the update stopped mid way. I tried this several times and each time got the same error, "An unexpected error occurred with the map. Try the action again to resolve the problem". Thinking it may have been some sort of data corruption, I thought the easiest thing to do was to uninstall the app and reinstall it. The app reinstalled correctly, but I am not longer able to get past the map install screen. Each time I try to download the maps I get the same error above. It appears to download a percentage each time before it stops. Before someone asks, I have more than 100gb space on the iPhone. As you can't download a map, you never get past the screen to check any app settings etc.
The next mistake I made was trying to update the maps on my iPad. Exactly the same thing happened as on the iPhone 7. I now have the app on each device but I'm unable to add any maps or get past the setup screen. I've tried different countries so it's not restricted to my local maps, (Australia).
I have tried to update the maps on the remaining iPhone 12 Pro and ended up with the same error. I have not deleted the app of f this device as I suspect I will not be able to reinstall it. The app appears to be working correctly apart from this problem
I contacted app support via email and received no reply (must be busy), so I gave the chat system a try. Initially the support person attempted to problem solve the issue, though I'm not sure he/she really understood the problem. They appeared to be going through a set proforma. First i was told I had no active subscription and I was requested to send a screen shot of the Apple purchase order which I did.
When the support person realized that this was not a new account activation, and that I had 2 phones and an iPad on my account, they were not interested in providing any further assistance. I was told my problems were being caused by the fact I had one license and the app was installed on 3 devices in my account. I was told I had to have a separate iTunes account for each device and a separate subscription for each device. When I questioned this and said that it was incorrect, they ended the chat session. Telephone support use to be much easier.
Has the policy of having multiple devices on the one account changed in the last couple of days? I have no intention of creating an iTunes account for each device I own just so I can use TomTom.
The mentioned that they would pass this to the next support level but that it would take a substantial time for someone to look at it.
When I mentioned that i may have to cancel my subscription if the issues can not be fixed, I was told 'fine, cancel your subscription' Very interesting way of providing customer support.
Not sure were to go from here? Try support again later and hopefully get someone different. Wait a couple of days to see if the maps are updated and the problem fixed. (I guess there could be a more wide spread issue that the support person was not yet aware of). Not much point having a navigation app with no maps?
Not sure what else I could do from my end, as I haven't changed anything on any of the devices, apart from attempting to update maps. Same problem on 3 devices indicates to me something has changed or broken on TomTom's end, not my devices?
Any help or advice would be appreciated.