No GPRS connection on Go Premium

GeertVh

Since the last system update my 8 month old Go Premium does not connect anymore to GPRS, so no MyDrive and no Traffic...
My other device Go 5100 funtions well with GPRS conntection. I did everyting (cold reset, last update, ...), nothing works. With a wifi connection traffic works, but that is not the problem. I cannot not use my device anymore in the car!
So how can TomTom fix this?
thanx for a quick solution.

Willy875

To try.

Factory reset the device.




You are on a user forum for direct questions to Tomtom.

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

YamFazMan

Hi
@GeertVh
You haven't stated your Home Country in your forum profile....
There's a known problem in Belgium (Under investigation)....
On the Go Premium... Startup screen bottom left... Check...
Tap the 4Dot (.... Menu) --> Setting --> System --> About... Scroll down to Data Connection....
If the data connection displayed is Wi-Fi, USB or Bluetooth....
See... https://discussions.tomtom.com/en/discussion/comment/1752190/#Comment_1752190
Turn off the disruptive Wi-Fi, USB or Bluetooth data connection or connections

Recheck GPRS Status....
Tap 4Dot (.... Menu) --> Setting --> System --> About... Scroll down to GPRS Status

Stay Safe... ATB YFM

GeertVh

Hi YamFazMan

Thank you for all suggestions.
Indeed, my country is Belgium. I did everything you suggested, but GPRS status remains 'not connected'.
Any idea how long the investigation will take? The problem has been going on for almost 2 months...

Should I email to Tomtom directly?
But how? The links
- How to contact TomTom customer support by chat or email https://help.tomtom.com/hc/en-gb/articles/360015568919/
and
- How to contact TomTom customer support by email https://help.tomtom.com/hc/en-gb/requests/new?ticket_form_id=360000679560
redirect immediately to the discussions website...

GeertVh

Willy875

Delete your cookies on your browser.

This is a Tomtom bug, so sending an email will not expedite the bug fix.

GeertVh

OK, thanks.

winerwalker

I’ve had the same problem since at least November ‘21. I was told they were aware of a problem with their GPRS provider. I chased support over and over and eventually they accepted my GO5000 back for free “repair” - though it works fine except for the GPRS/SIM problem. It’s on its way back to Romania at the moment so I don’t know if they will fix it or not.
Seems to be a widespread problem with TT, not with individual devices.