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tomtom support

how long does it normally take to get any sort of a reply to a problem. i cannot get this device to do anythin as its completely new to me and different to my previous tomtom. have been trying to contact support all day and am now on the verge of sending it back

Answers

  • YamFazManYamFazMan Posts: 19,463
    Superusers
    edited December 2020
    Hi
    @wayne berry
    Welcome to the site....
    You haven't stated which Tomtom device you are using ???
    The Latest NAV5 (Wi-Fi) devices normally update using Wi-Fi....
    If Wi-Fi is not available or is slow/unstable/unreliable.....
    See Option... (2) Connect over USB....


    TomTom Video... Updating your navigation device using Wi-Fi



    If you have successfully connected your device to your Wi-Fi....
    To check your Connection Speed, Signal Strength & Quality
    On the Device... Tap 4Dot (.... Menu) --> Settings --> Wi-Fi
    Tap on Your WI-FI name (The one Showing as connected)
    A new Menu Page opens

    7g8gwfpx1swt.jpg
    On the left-hand side of the screen is your Wi-Fi Connection Status

    Tomtom recommends a minimum Wi-Fi download speed of 30Mbps
    Tomtom NAV5 (Wi-Fi) devices will only connect to a 2.4GHz Wi-Fi network
    All the update actions are executed on the device...

    ___________________________

    Option... (1) Connected Wi-Fi

    zzb10t6jrg2v.jpg
    Updating the device....
    Tap the 4Dot(.... Menu) --> Setting --> Updates & New Items

    Extra Maps are Installed/Maintained....
    Tap the 4Dot(.... Menu) --> Setting --> Maps

    I always update my devices one Update at a time
    The NavCore Application and QuickFixGPS updates are force ticked by Tomtom... Deselect any other updates like Maps, Speed Cams etc... Update the mandatory item/s first, when complete update the remaining items one at a time

    Note... NAV(5 Wi-Fi) devices connected over Wi-Fi do not require MyDrive Connect to be running Even if MyDrive is running you have no access to the MyDrive Connect menu structures as used by the previous NAV3 & 4 devices
    ____________________________

    Option... (2) Connected USB
    If Wi-Fi is not available or is slow/unstable/unreliable.....
    Tomtom recommends a minimum Wi-Fi download speed of 30Mbps

    Connecting hard-wired over USB is normally more reliable than any Over The Air Connections
    Updating your new device over USB will require "MyDrive Connect"
    Get it here..... https://help.tomtom.com/hc/en-gb/articles/360013959499-Installing-MyDrive-Connect

    There's no need to login to MyDrive Connect... See Note... (1)
    Connect your Device to a USB Port on your PC
    The Update will hopefully complete

    If you're using a Laptop it would be also more advisable to use a hard-wire connection back from the Laptop to the Router....
    _________________________

    Note... (1) MyDrive Connect will only show a "Splash screen" saying "Connect your device using Wi-Fi" etc....

    27bxc59f2s23.png
    If required you can close the 'Main Mydrive Window' showing the "Connect your device using Wi-Fi" Splash screen... MyDrive Connect only needs to run in the background on the PC Taskbar... The NAV(5 Wi-Fi) devices have no access the MyDrive Menu structures as used by the previous NAV3 & 4 devices
    Updating a NAV5 (Wi-Fi) device using USB is the same as using Wi-Fi, all the update actions are executed on the device...
    Tap the 4Dot (.... Menu) --> Setting --> Updates & New Items
    Extra Maps are Installed/Maintained... Tap the 4Dot(.... Menu) --> Setting --> Maps
    ____________________________

    End
    ____________________________

    Due to COVID-19 the phone service has been suspended
    For Tomtom Support Email or Chat lines...
    (Monday to Friday Normal Office Hours)

    The way of contacting Customer Services has changed

    (1)... A couple of Tips when Contacting Tomtom Support....
    Here... https://discussions.tomtom.com/en/discussion/comment/1714844/#Comment_1714844
    _________________________

    (2)... Tomtom FAQ … How to Contact Tomtom Support....
    Here… https://help.tomtom.com/hc/en-gb/articles/360015568919-How-to-contact-TomTom-support

    Stay Safe... ATB YFM
  • wayne berrywayne berry Posts: 5 [Apprentice Seeker]
    i am using the go pro 620, the main issues i am having are that once the oute has come on screen as a blue line, where on the screen do i push on screen to start the navigation and when i am out from my own wi fi the device is struggling to connect to satellites
  • YamFazManYamFazMan Posts: 19,463
    Superusers
    edited December 2020
    Hi
    @wayne berry
    I am using the go pro 620, the main issues i am having are that once the route has come on screen as a blue line, where on the screen do i push on screen to start the navigation
    If your device is showing a small Satellite Dish at the top of the Traffic Bar your device has not synced with the GPS Satellites and their Clocks (Are you sat indoors by your PC)

    d3c5q4pjl6sq.jpg
    pomb98xmkw2k.jpg
    If the Direction of travel Icon is low & squat as above....
    The device is still displaying 2D North-up overview planning screen....
    Tap on the Direction of travel Icon to toggle to the Driving Map View....
    In Driving View the Direction of travel Icon is a more pointed arrowhead

    Tap the Direction of travel Icon to toggle though the map views....

    When the device has a Satellite lock....
    The device will show a (Drive) button to change to the driving view... Tap the (Drive) Button

    Also, If you have a Route/Track planned....
    When you Drive off and reach a certain (low) speed... The Map will automaticity switch to either 3D or 2D (Rotate In direction of travel) i.e... whichever you have chosen in the Settings' menu....
    When i am out from my own Wi-Fi the device is struggling to connect to satellites
    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 2Hrs….
    (Preferably using something like a Smartphone Charger using the Tomtom USB lead)
    OR have the device plugged into a power supply 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

    Stay Safe... ATB YFM
  • wayne berrywayne berry Posts: 5 [Apprentice Seeker]
    for some reason, the device will not do the drum roll restart, goes to a black screen with white writing
  • YamFazManYamFazMan Posts: 19,463
    Superusers
    edited December 2020
    Hi
    @wayne berry
    You held the power button in for too long... release at the drum roll....
    Are any of the sound Icons slashed through or is the volume slider set to zero....

    21lzzw930afq.jpg
    Stay Safe... ATB YFM
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