Tomtom 5100 not working

khiz
khiz Registered Users Posts: 4
Apprentice Seeker
Hi, My last sat nav was a Garmin so I am not sure if i have a faulty tomtom or that i am missing something. My 5100 connects to tomtom services, shows gprs connected, is fully updated via MyDrive, the arrowing representing my car/position is placed on the road just outside my house but it doesn't move. I have drove around the block a few times but the arrow stays in the same place. the only time i see it move is after a reset. It starts at London and moves to the road outside my house a minute or two after reset.

Answers

  • VikramK
    VikramK Administrators Posts: 14,527
    Moderator
    Hi @khiz

    Welcome to the community!

    To ensure good satellite reception, use your GO outdoors and keep it upright. Large objects such as tall buildings can sometimes interfere with reception.

    Below is a FAQ link to troubleshoot any GPS related issues-

    https://uk.support.tomtom.com/app/answers/detail/a_id/16092

    Regards
    Vikram
  • khiz
    khiz Registered Users Posts: 4
    Apprentice Seeker
    Hi @VikramK , Thank you for replying. I stuck my TomTom outside my attic window for over 2 hours, plugged in, upright and switched on with a clear view of the sky. I reset it, powered it on and off a few times, set different routes. The arrow is still greyed out.
    I am running out of ideas.
  • VikramK
    VikramK Administrators Posts: 14,527
    Moderator
    Hi @khiz

    Thanks for trying out the suggestions.

    It sounds like the satellite signal reception issue. Could you report this to the customer service, please?

    Regards
    Vikram
  • khiz
    khiz Registered Users Posts: 4
    Apprentice Seeker
    Hi, I found my device in the back of the cupboard. It still has the same problem. How do i contact the customer service. I would prefer email or live chat.
  • YamFazMan
    YamFazMan UKPosts: 21,323
     Superuser
    Hi
    @khiz
    Have you tried a Soft/Drum roll restart on the device ??? This restarts the devices Operating System afresh

    RESETTING YOUR NAVIGATION DEVICE
    https://help.tomtom.com/hc/en-gb/articles/360013957499-Resetting-your-navigation-device
    Charge the device for at least 3Hrs….
    (Preferably using something like a Smartphone Charger using the Tomtom USB lead)
    OR have the device plugged into a Smartphone Charger or a Battery Power Pack while the device is restarting

    Press and hold the on/off button until you hear a drum-roll sound, then release the on/off button.
    You won’t lose anything; it’s just like rebooting your PC
    I use a Soft/drum-roll start after any upgrade, large or small.
    It’s also useful to keep in mind for sorting out most minor niggles....

    If possible, for the first Satellite fix, go outside with a clear view of the Sky
    See... https://discussions.tomtom.com/en/discussion/comment/1654017/#Comment_1654017

    If you're still struggling to get a GPS Fix
    Try... https://discussions.tomtom.com/en/discussion/comment/1654018/#Comment_1654018

    Stay Safe... ATB YFM
  • khiz
    khiz Registered Users Posts: 4
    Apprentice Seeker
    Hi @YamFazMan, Thanks for the reply. I think I have tried everything like:

    Updated the software and maps.
    Done a Soft/Drum roll restart multiple times.
    Charged the device over night.
    Used different chargers including a power bank.
    Put the device under a clear sky. (Back yard, front yard, outside attic window, drove around in the car)
    Did a device reset.
    Disconnected and then reconnected the battery.
    Removed and cleaned the sim card.

    When I go to TomTom services, it says

    Network status Connected
    Traffic Activated
    Speed caera updates Activated
    MyDrive Activated

    On Menu>settings>system>About

    Data connection Built-in Sim
    GPRS Status (four white bars)Connected (23415,0,5,0,0,0)

    Traffic seems to be working but the arrow is grayed out and doesn't move at all.