New maps purchased for Mazda NB1 system. process is still In Progress?

TomB2490
TomB2490 Registered Users Posts: 4
New Seeker
Hi All,

Bought a new to me car, a 2014 Mazda 6 which has a never updated 2014 map on it. I have bought the latest maps for the nb1 live system on the 4th September via the website ( order ref 414059577 ) . I have not seen or heard anything since. I've checked both the Tom Tom Home and the website but no change yet. Shouldn't this be instant as its just a key surely? Have I bought the wrong one?
my email ref number is 2588213 and my Serial for my device starts DP4. Happy to give more if needed.
I would ideally like this sorted my Friday as I am due to take a long drive.
Thanks,
Tom

Best Answers

  • VikramK
    VikramK Administrators Posts: 14,518
    Moderator
    Answer ✓
    Hi @TomB2490
    Welcome to the community! You ordered the wrong service (LIVE Services) that provides LIVE traffic and speed camera updates.
    Get in touch with the customer service to cancel the order, and raise a refund.

    Navigation maps can be ordered on this webpage- https://www.tomtom.com/en_gb/sat-nav/maps-services/shop/travel-map/

    Contacting Customer Service-
    https://help.tomtom.com/hc/en-gb/articles/360015568919/

    Regards,
    Vikram.
  • VikramK
    VikramK Administrators Posts: 14,518
    Moderator
    Answer ✓

    TomB2490 wrote: »
    so in order to get live and maps I need to purchase maps and live? seems expensive!

    Yes, both services have to be ordered separately.
    The SIM card on the built-in TomTom gets deactivated or disabled when there is no active subscription (LIVE Services) for 3 years.

    I reviewed your account and I see the previous subscription ended in 2014. More info on our support article

    You can contact our customer service to raise a refund request.

    Thanks, Vikram

  • VikramK
    VikramK Administrators Posts: 14,518
    Moderator
    Answer ✓
    TomB2490 wrote: »
    Out of interest. if I was to purchase life services in the future, will the sim card be re-activated?

    Hi Tom,
    Unfortunately the SIM card can't be reactivated once disabled.

    Regards,
    Vikram

Answers

  • VikramK
    VikramK Administrators Posts: 14,518
    Moderator
    Answer ✓
    Hi @TomB2490
    Welcome to the community! You ordered the wrong service (LIVE Services) that provides LIVE traffic and speed camera updates.
    Get in touch with the customer service to cancel the order, and raise a refund.

    Navigation maps can be ordered on this webpage- https://www.tomtom.com/en_gb/sat-nav/maps-services/shop/travel-map/

    Contacting Customer Service-
    https://help.tomtom.com/hc/en-gb/articles/360015568919/

    Regards,
    Vikram.
  • TomB2490
    TomB2490 Registered Users Posts: 4
    New Seeker
    Ah right thanks, i just bought the maps off the website from here https://www.tomtom.com/en_gb/in-dash-navigation/nb1-live/ i assumes the live one had the maps! so in order to get live and maps I need to purchase maps and live? seems expensive!
  • VikramK
    VikramK Administrators Posts: 14,518
    Moderator
    Answer ✓

    TomB2490 wrote: »
    so in order to get live and maps I need to purchase maps and live? seems expensive!

    Yes, both services have to be ordered separately.
    The SIM card on the built-in TomTom gets deactivated or disabled when there is no active subscription (LIVE Services) for 3 years.

    I reviewed your account and I see the previous subscription ended in 2014. More info on our support article

    You can contact our customer service to raise a refund request.

    Thanks, Vikram

  • TomB2490
    TomB2490 Registered Users Posts: 4
    New Seeker
    Many thanks For your help. I have requested a refund for the live services and will purchase the maps later today. Out of interest. if I was to purchase life services in the future, will the sim card be re-activated?
    Thanks,

    Tom
  • VikramK
    VikramK Administrators Posts: 14,518
    Moderator
    Answer ✓
    TomB2490 wrote: »
    Out of interest. if I was to purchase life services in the future, will the sim card be re-activated?

    Hi Tom,
    Unfortunately the SIM card can't be reactivated once disabled.

    Regards,
    Vikram
  • TomB2490
    TomB2490 Registered Users Posts: 4
    New Seeker
    That's not great. as its a built in unit i'm not sure if the sim can be changed! No worries anyway thanks for Helping
    Tom