Answers

• VikramK Posts: 10,230 Moderator

  July 23 edited July 23

  @mwendt84
  
  Hi Martin
  
  Welcome to the community! I had a quick look at your account and I see the service you ordered is active.
  
  Could you try the troubleshooting advice provided on this article, please-
  https://help.tomtom.com/hc/en-us/articles/360014530220
  
  Thanks, VIkram

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• razorback77 Posts: 4 [Apprentice Traveler]

  July 23 edited July 24

  Hi Vikram,
  
  I have the same problem. My Live-Services in my Mazda NVA-SD8110 built-in navigation system are no longer working since I renewed the license.
  
  I have followed all of the steps in the FAQ's including a hard reset. The unit cannot make a succesful connection.
  
  I renewed my license on 08/07, paying for the features ready for holidays..
  
  My sim-id: 8931 4404 xxxxxxxxxx 9378
  
  The status shows active bars and reports MCC/MMC, SIM, IMEI, Model and MUID codes.
  
  Thanks in advance.
  
  Best regards,
  
  Steven
  
  
  Mod edit: Please don't post private or personal information on a public forum. Thanks!

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• mwendt84 Posts: 4 [Apprentice Traveler]

  July 23 edited July 24

  Hello Vikram,
  
  I have done the steps from the article you shared, but wiithout success.
  
  What I have noticed after the reset: As long as I don't logon to my TomTom-Account in the navigation system, I see that Live-Service bar at the right edge of the screen. Like here in this picture:
  
  
  Right after entering the login data, I can see that there is a yellow question mark in this bar and right then it disappears. I also get this error screen when going to MyServices > Traffic.
  
  
  Other pictures:
  
  
  
  What should I do next?
  
  Thanks in advance.
  
  Best regards,
  Martin

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• initrebla Posts: 3 [New Seeker]

  July 23

  I have the same issue with Lexus CT MoveOn product. Paid the renewal. Traffic doesn't work since.
  

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• mwendt84 Posts: 4 [Apprentice Traveler]

  July 28

  I still need help. It was working until I renewed the licence.
  
  I would like to use the features I paid for!
  
  Thank you!
  
  Best regards,
  Martin

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• DougLap Posts: 6,129
  Superuser

  July 28

  Hi @mwendt84
  
  Contact customer support.
  
  Doug

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• razorback77 Posts: 4 [Apprentice Traveler]

  July 28

  I am still patiently waiting for your reply. Like Martin, in the thread, I am still paying for a service that I have not received. Like Martin, it worked before. This an uncceptable delay. Under consumer rights act we have the full rights to a refund. Please clarify:
  
  1. When and how can we resolve this? I expect a far better quality of custimer service given that I am a paying subscriber. Please provide a timescale.
  2. If we cannot reolve this issue, then how can we get a full refund? Under basic consumer law this should be straightforward; the case when the product fails to provide the advertised service.
  3. How (Doug) do we contact customer support? Is there a reliable phone number? The advertised number has a standard recorded message that no longer accepts calls; instead diverts to this chat. We can see that this does not work well. I would love to talk to someone? I would expect a superuser to provide some numbers?
  4. Compensation for loss of productivity. Wasted time. Reset start date.
  
  I hope that we can get a reponse shortly,
  
  regards,
  
  Steven

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• Cupidsiri Posts: 2 [Apprentice Traveler]

  August 2

  Hello TomTom team
  I like the users above can't get Traffic on my Mazda device !!

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• DougLap Posts: 6,129
  Superuser

  August 2

  HI @razorback77 @Cupidsiri
  
  You need to talk to customer support. Once you have you may be able to get the service working.
  
  Go to the bottom of this page and Select Contact Us under the heading Support
  Log into the Page that opens
  Tap on the Red Contact Us
  Type Help in the Red box and hit return
  Help Box appears with a number of suggestions. Select Contact Us at the bottom of the box.
  You now get a box with Chat/Email. options
  
  The chat facility is very busy so you may have to try a few times before you get a connection.
  
  Chat facility is during normal working hours. There s no Phone line customer Service with so may working from home.
  
  Doug

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