Live services not working without my mobile hotspot?

AlexandruUK
AlexandruUK Registered Users Posts: 44
Master Explorer
edited April 21 in Devices using Wi-Fi®
Hi. I have bought a TT Go Pro 6200 a while back and every single time when my yearly subscribtion expires, after I renew it, live services never work again unless I use my mobile's hot spot. So:
1. How is this possible? The device has a built in sim and it worked perfectly fine in the first year.
2. Now I've renewed it for the 3rd time I think and this time it's a new issue. The live traffic still says it's expired but the small icon made of the two small cars and an x is not there anymore. So when you look at the map you don't see that sign of "no live services" anymore but no services actually work. And yes I've used the correct serial number to renew. If someone from TomTom can help:
- The SN is: ZAxxxxxxxx17
- IMEI: 356613070499843
- SIM id: 89314404000372815960
Sorry but this is getting frustrating, as a truck driver I really need those live services as soon as possible.
Thank you!




Mod edit: Please don't post private or personal information on a public forum. Thanks.
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Best Answers

  • VikramK
    VikramK Administrators Posts: 13,810
    Moderator
    Answer ✓

    The confirmation email from TomTom was recieved on 11/04/2022 at 00:36 GMT for Live Services World. The cost was £23.99.

    Thanks, the order hasn't been allocated to your TomTom account yet.
    Please get in touch with our customer service team along with the invoice/order number to help you sort this out.

    Regards,
    Vikram.
  • DougLap
    DougLap Posts: 9,862
    Superuser
    Answer ✓
    Hi @AlexandruUK

    There are no phone lines for Customer Support

    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, and not before, Tap Contact Us bottom right
    Support Box appears and at the bottom with a message option
    Type Contact or Chat in the box
    If Chat is available you should be offered the chance to Tap Live Chat
    If it is Out of Hours for Chat you should be offered an option to message. You are recommended to use Chat

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

    Doug

Answers

  • VikramK
    VikramK Administrators Posts: 13,810
    Moderator
    edited April 21
    Hi @AlexandruUK
    I don't see an active subscription for TomTom Traffic for your TomTom.
    When did you renew the service last time?

    Regards,
    Vikram.
  • DougLap
    DougLap Posts: 9,862
    Superuser
    edited April 21
    Hi @AlexandruUK

    Go onto the MyDrive website and log into your account and check that your My Places and My Routes are saved there.

    If they are then do a factory reset of your unit and set it up again as you first did when you bought it. When the unit logs into your My Drive account it should restore your My Places and My Routes etc to the device.

    If this does not restore the Traffic data etc via the inbuilt sim, you must test this out of range of your Wifi, then the following has been successful for some but should only be done if the unit is out of warrantee. Be sure to avoid any static and you may well need some fine tweezers. Very carefully remove the serial number label on the bottom and very very carefully pull out the Mobile sim that is under it. Clean the Sims contacts then insert n remove it a few times to clean the internal contacts and it has been found that this has restored the Sims services. Replace the label after wards to cover the sim.

    Doug

  • AlexandruUK
    AlexandruUK Registered Users Posts: 44
    Master Explorer
    edited April 21
    VikramK wrote: »
    Hi @AlexandruUK
    I don't see an active subscription for TomTom Traffic for your TomTom.
    When did you renew the service last time?

    Regards,
    Vikram.

    Hi Vikram

    The confirmation email from TomTom was recieved on 11/04/2022 at 00:36 GMT for Live Services World. The cost was £23.99.
  • DougLap
    DougLap Posts: 9,862
    Superuser
    Hi @AlexandruUK

    Wait until you have sorted out with @VikramK before you consider doing what I suggest if you still have an issue.

    Doug
  • VikramK
    VikramK Administrators Posts: 13,810
    Moderator
    Answer ✓

    The confirmation email from TomTom was recieved on 11/04/2022 at 00:36 GMT for Live Services World. The cost was £23.99.

    Thanks, the order hasn't been allocated to your TomTom account yet.
    Please get in touch with our customer service team along with the invoice/order number to help you sort this out.

    Regards,
    Vikram.
  • DougLap
    DougLap Posts: 9,862
    Superuser
    Answer ✓
    Hi @AlexandruUK

    There are no phone lines for Customer Support

    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, and not before, Tap Contact Us bottom right
    Support Box appears and at the bottom with a message option
    Type Contact or Chat in the box
    If Chat is available you should be offered the chance to Tap Live Chat
    If it is Out of Hours for Chat you should be offered an option to message. You are recommended to use Chat

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

    Doug