TomTom Premium 5 inch World no traffic

ThereseRI

In February 2021, just 5 months ago, I bought a TomTom Premium 5 inch World.
The connection to mydrive and traffic is lost within 10 minutes after turning on the TomTom.
Turning it off and on again doesn't help. It will take a few hours for the TomTom to connect to the services but again for less than 10 minutes.
This Tomtom was just purchased for the traffic information and is therefore unusable for me

According to the TomTom email support, this is an ongoing problem caused by the SIM card.
Unfortunately Tomtom does not want to repair or replace the device. "That does not solve the problem" according to TomTom email support.
I don't understand this because it would mean that many TomTom Premium devices have this problem and I can't imagine that.

Are there other users who also have this problem with this model?

kieron

Hi there @ThereseRI -

Have you tried going into the menu settings under WiFi and removing your stored connection by pressing the “forget” tab? This should allow the built in SIM to take over properly as the WiFi link, even though out of range, is still hunting for the connection and possibly preventing the SIM to connect for data.

ThereseRI

Wifi is off, and I had already pressed the forget tab. The sim connects only or a few minutes, during that time Mydrive works and I receive traffic information. Within 10 minutes the connection is completely broken.

YamFazMan

Hi
@ThereseRI
Welcome to the site....
I find the Wi-Fi devices are more stable and more responsive in general use when you 'Forget' the Wi-Fi connection....
See... https://discussions.tomtom.com/en/discussion/comment/1763247/#Comment_1763247
_______________________

Is the Battery fully charged ???
The Previous NAV4 and Latest (NAV5 Wi-Fi) devices are quite power hungry and can go into "Power saving mode" if not supplied with enough power
Are you using the Tomtom supplied cable and Tomtom supplied Power Adapter
The Charger Adapter and USB Cable supplied by Tomtom WILL run and charge the device at the same time....
On the Models with a built-in SIM, The battery voltage level can be critical, the reduction of power can cause the dropping of the traffic information from the SIM Card....
See... https://discussions.tomtom.com/en/discussion/comment/1739335/#Comment_1739335
_______________________

GPRS SIM connection on the Tomtom Live devices....
There are 3 Data connection options that can have a higher/priority/override the Built-in GPRS SIM....
To check the Data Connection status....
Tap 4Dot (.... Menu) --> Setting --> System --> About…
Scroll down to Data Connection & GPRS Status....
What does the device report...???
Is the GPRS Status... Connected ???

Further Info...
See... https://discussions.tomtom.com/en/discussion/comment/1752190/#Comment_1752190

Stay Safe... ATB YFM

ThereseRI

Wiffi is off, forget wifi connection is already done
Battery is fully charged.

At the moment:
Data connection No (geen)
GPRS-Status: No connection
GPRS-model 16.01.202

A few minutes ago I did have a connection for a few minutes. at that moment I had an imei number an also a sim number.

DougLap

Hi @ThereseRI

Try contacting Customer Support via Chat and ask them to check your inbuilt sim

There are no phone lines working since the start of Covid.

Try the following:-

Tap Support at the top of this page
You then HAVE to Sign in Top Right of next Page. (you have to do this)
When signed in then 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 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

YamFazMan

Hi
@ThereseRI
Welcome to the site....
Check the battery charge status....
Tap the 4Dot (.... Menu) button... On the Menu Screen top right is a battery status Icon
Charging... Displays when Connected to a Power supply

Full Charge... Displays when Connected or Not Connected Power supply

Half Charge... Displays when NOT Connected Power supply

Low Battery... Displays when NOT Connected Power supply

One of the worst things you can do to a Lithium battery is to run it flat so at a certain percentage of discharge (Unspecified)... The device will go into 'Power Saving Mode' the screen will dull, and the device will eventually turn itself off (Not Sleep)

There is a Battery Status display available on the devices Status Screen
Press and hold the on/off button until you hear a drum-roll sound Continue to hold the on/off button until the Black & White Status screen is shown.....

If you are worrying about the device charging, you might consider one of these gadgets
Or


Simply plug the device into the USB socket and plug your lead into the USB Doctor, the device will display the Voltage and Power being used by your various USB devices
I have one of each type they're only peanuts to buy, search Amazon/eBay for USB Doctor

Stay Safe... ATB YFM

ThereseRI

@DougLap I have contacted Customer Support via chat. They have checked the sim and their reaction was as I mentioned before: "This is an ongoing problem caused by the SIM". On my question to repair or replace the device I was told: "That does not solve the problem"

ThereseRI

@YamFazMan

ThereseRI

Right top of the screen.

DougLap

Hi @ThereseRI

Let us see what @VikramK has to say after he has viewed this and also the reaction from Customer support that you have indicated. Look back here tomorrow.

Doug

kieron

Hi @ThereseRI -

I have noticed that you have mentioned using MyDrive a couple of times. Have you also by any chance linked the Bluetooth connection on your GO Premium via the MyDrive app?

ThereseRI

@kieron Mydrive is installed on PC, I do not use the the Bluetooth connection .

kieron

Hi @ThereseRI -

Thank you for your response.
As @DougLap has suggested, it seems appropriate to await a response from @VikramK who will look into this matter especially as this is a recent purchase.

VikramK

Hi @ThereseRI
I think you already received an email from our customer service team to arrange a replacement/repair

GPRS status showing disconnected is a known connectivity issue reported under ticket CCARE-3199.

There are different reasons that could cause this error, and the fault may not be related to the hardware or the built-in SIM.

Further, after booking a repair, it has been observed that the replaced devices had the same issue reported again.
That was also the reason our Customer Service team was advised to avoid booking repairs unless the root cause is identified.

While our teams are collecting all the required information to find a solution, unfortunately, we are not sure how much more time this could take.

Thanks,
Vikram

ThereseRI

@VikramK
I did receive an email yesterday and sent the device today.
I hope the replacement device works well.
Thanks for your explanation.

ThereseRI

@VikramK
Received a replacement device yesterday. Have had the device on a number of times for a long time and the traffic continues to work. Hopefully it stays that way