Live Traffic (Tom Tom) won't renew

[CaptainChaos]

I tried to renew my Tom Tom Live Traffic information as my three year subscription had come to an end.
I renewed a week before hand and expected it to seamlessly carry on working. It didn't...

This is the reply from Mercedes:

"Unfortunately the issue is more complex than anticipated according to our headquarters.

I can offer you two solutions, first - offering a refund .

The second is to create a technical ticket with your details and delegate it back to our headquarters, for individual investigation.

Due to the issue being present for weeks and no exact date known when it is going to be fixed, I would suggest the first option."

That's it! You would have thought if this issue had been present for weeks with no known solution they would stop you being able to buy it in the first place.

I am assuming that if you are in subscription your traffic info is still working?
It must be the renewal which is causing problems.

 

[st13phil]

I am assuming that if you are in subscription your traffic info is still working?

Yes, I renewed the subscriptions on both my wife's car and mine earlier this year and Live Traffic is still working on both.

 

[CaptainChaos]

Thanks Phil.
It gets even more complicated because I bought three things from them, and their system can't cope with only refunding me one. They will have to refund all three, and then I re-buy two. Which probably won't work then.

 

[Delderek]

Is that with Comand system, or Audio 20?

as per this thread :

Cheap Garmin SD WITH traffic

 

[Tomham]

I tried to renew my Tom Tom Live Traffic information as my three year subscription had come to an end.
I renewed a week before hand and expected it to seamlessly carry on working. It didn't...

This is the reply from Mercedes:

"Unfortunately the issue is more complex than anticipated according to our headquarters.

I can offer you two solutions, first - offering a refund .

The second is to create a technical ticket with your details and delegate it back to our headquarters, for individual investigation.

Due to the issue being present for weeks and no exact date known when it is going to be fixed, I would suggest the first option."

That's it! You would have thought if this issue had been present for weeks with no known solution they would stop you being able to buy it in the first place.

I am assuming that if you are in subscription your traffic info is still working?
It must be the renewal which is causing problems.

I have been trying for 9 weeks now to get mine working. No-one has a clue Mercedes, Mercedes ME or any one of 3 dealers.

It's not that necessary BUT if you buy it it should work

 

[CaptainChaos]

Is that with Comand system, or Audio 20?

as per this thread :

Cheap Garmin SD WITH traffic

Comand.

 

[Tomham]

Comand.

I'd be interested to hear what your dealer says!!
As a matter of interest which one in Yorkshire is it? If I may be so cheeky.

 

[CaptainChaos]

I use Huddersfield, but all this has been done online through Mercedes Me Connect Support.
Sounds like there is a major problem with renewing lapsed subscriptions to this service.
My other Mercedes Me services renewed OK.

 

[markjay]

Would it be correct to say that - based on forum members' posts - if the subscription is renewed before it is allowed to expire, it continues to work seamlessly, but if if is allowed to expire, then it can no longer be renewed?

 

[st13phil]

@markjay: No, I renewed both our subscriptions after they'd expired. Last one was my car and that started working again within 10 minutes of me making the payment.

At the end of the day, all they need to do is provision the service from the back-end. How difficult can that be?

 

[Tomham]

I renewed my Comand traffic on line no problem. It would appear it's the Garmin/Tomtom that's the problem.

 

[fifermerc]

My subscription (Comand) had lapsed earlier this year when the car turned 3 years old. I asked at the local dealer who weren't much help, but I did manage to get it renewed via Mercedes Me and it works fine. It works reasonably well, but I find the most annoying feature is the long-winded warnings it gives of slow or standing traffic. Takes ages to read them out, and it repeats them ad nauseam.

 

[CaptainChaos]

but I find the most annoying feature is the long-winded warnings it gives of slow or standing traffic. Takes ages to read them out, and it repeats them ad nauseam.

Do you know you can turn them off? Go to Menu and Traffic. It's all in there.

 

[CaptainChaos]

Well, here's an update.

After posting my moan above, I left the office and the bloody thing was working! It's still working this morning too and it says I am subscribed until 20/11/19 which is correct. I don't know whether the Mercedes Me people managed to do something - it's a bit of a coincidence if not.

To clear up a couple of points, this is on Comand and it was renewed online before it lapsed.

 

[CaptainChaos]

Reply from Mercedes Me....

"Thank you for the mail, that is indeed good news, I've just arrived to work and first mail is about the “live traffic” downtime being finished, double good news!

Basically headquarters and the Tom Tom people fixed it, I just added your chassis NR. to the “bucket” of vehicles affected.

I hope that from now on, the service is going to be stable."

 

[Tomham]

Reply from Mercedes Me....

"Thank you for the mail, that is indeed good news, I've just arrived to work and first mail is about the “live traffic” downtime being finished, double good news!

Basically headquarters and the Tom Tom people fixed it, I just added your chassis NR. to the “bucket” of vehicles affected.

I hope that from now on, the service is going to be stable."

Sounds good. Who exactly was the email from? Or was it just

[email protected]-benz.com

 

[CaptainChaos]

Sounds good. Who exactly was the email from? Or was it just

[email protected]-benz.com

Yes, from that address.

 

[fifermerc]

Do you know you can turn them off? Go to Menu and Traffic. It's all in there.

Ah, thanks! I reckoned there must be some way of doing that but hadn't found it yet. Had a bad habit of interrupting something on the radio. Thanks for your help, much appreciated.