Technical Support

nunzio

TomTom's (866) 486-6866 is no longer working. Does anyone know how I can get to talk to a LIVE person at TomTom about technical issues?

Willy875

Since covid 19 there is no longer a telephone line .

to contact customer service.

How to contact TomTom customer support by chat or email
https://help.tomtom.com/hc/en-gb/articles/360015568919/

How to contact TomTom customer support by email
https://help.tomtom.com/hc/en-gb/requests/new?ticket_form_id=360000679560

nunzio

Willy875 - Thank you for the links. I can't believe there is no telephone support anymore. I will try the email - the link you quoted above looks more promising than other methods I have tried.

Basically, my North America map service expires and I purchased a 4-update package. My credit card has been charged. But, when I connect my SONY add-on navigation module, it says it is up-to-date. I recall updating the map shortly before the subscription ran out late last year. So, on one hand, I am wondering if the reason why updates do not show is because it is too early for a new update.

I will have to communicate with them to find out. Thanks again for taking the time to write to me.

Willy875

Hi
When purchasing the map, did you select the GPS account correctly?

nunzio

Yes, I did select the correct GPS account at the time of ordering.

My unit is a Sony XNV-770BT head unit with TomTom 1MJ01 module. Not only I selected the correct unit but also entered the correct serial number during the purchasing process. Thanks to your help, I wrote to the email help and received the following STRANGE reply:
- - -
"I understand from your email that you purchased Map Subscription for your TomTom Trucker 5000 and it is not available to download. Upon checking the details I see that the order number has not been assigned to your device. When placing the order you must have forgotten to select the Serial Number of the device. I have manually assigned the Map Subscription on your device. I suggest you to please perform Soft Reset on your device and check for the updates."
- - -
I am clueless where "Trucker 5000 entered the picture. Contrary to what this tech support wrote, I did put the correct serial number. Anyhow, I performed a soft reset on the module, went to my account, and sure enough a map update was available that I had purchased. So, I was able to transfer the new map onto the TomTom module.

For some reason, virtually every time I attempt to renew a subscription, a drama such as this takes place. I realize that my unit is over 12 years old. But, it continues to display the map beautifully in the dash and help me greatly.