740 live problem - no live services after a year

[jp1gt]

I bought a 740 live over a year ago. I used up a store credit to buy it so we did not use it for almost a year. When we finally wanted to use it and the live part did not work. Tomtom had me send it back because they said it had a bad sim card. We have been sent 2 other refurbished units and we still can not get the LIVE services! I have spent 5 hours with the people in Mexico, but when they get a dead end, I CAN NEVER talk to a supervisor!!!!
Any help would be greatly appreciated.---Jack

 

[dhn]

Have they attempted to activate the sim card at their end? Is it the proper account (meaning, a different email address than you used with the original unit)?

 

[jp1gt]

Yes, the email account was wrong with the new one, so we set it up on another email account. I have the live subscription and everything works at their end, but I just keep getting the red page that I can not connect to live services. It seemed that it worked for one time, but just briefly. I really like the tomtom and the live services would be great on a trip. This is really frustrating.

 

[dhn]

Try:
1. Resetting the unit by holding the power button about 10 seconds till you hear the drum sounds.

2. If the above doesn't work, try restoring to factory defaults.

Also, since LIVE units come with 1 year of service before you have to renew, are you sure you have an active account?

 

[jp1gt]

1. Resetting the unit by holding the power button about 10 seconds till you hear the drum sounds. I DID THAT

2. If the above doesn't work, try restoring to factory defaults. I DID THAT, I WILL DO IT AGAIN. HOW IS IT DONE/

Also, since LIVE units come with 1 year of service before you have to renew, are you sure you have an active account? THEY HAVE GIVEN ME A MONTHS FREE LIVE SERVICES 3 TIMES AND IT IS ACTIVE NOW.

 

[dhn]

2. There is a menu preference setting to restore (or return) to factory defaults.

 

[jp1gt]

I reset to factory settings and when I go to live services and then tap my services it says cannot connect to live services error code 148. This is as far as I can ever get. When the tech help in Mexico say that he or she can not figure it out, they send me another one. I can not believe that they can send me so many bad ones!!! I even asked them to try it out before it gets shipped. -----Jack

 

[dhn]

I'm going to direct your situation to a contact at TomTom.

 

[jp1gt]

My latest ref# is 120119-002993---thank you very much!!!! Jack

 

[mvl]

The LIVE services have to be activated in two pieces. You need to renew your server subscription (which I think you did), but you also need to renew the SIM card. If you let your server subscription lapse, the SIM deactivates, and takes a separate process to renew.

The SIM renewal is free, but phone support reps often don't know how to do it. Dhn's has some good contacts in Tomtom, hopefully they can get things working.

 

[jp1gt]

i hope that this is the problem. They could not have sent me so many bad ones! The biggest problem is that a situation that is difficult or unique never gets sent to a higher level.

 

[dhn]

Your concern has been sent to Customer Relations. I hope they are prepared to assist........

 

[canderson]

If nothing else, when you contact tech support, you really do NOT want to speak with just anyone who answers. We have found that SIM card enabling is best handled by someone who is specifically knowledgeable about LIVE services. So when you might call next time, ask for a LIVE specialist.

 

[Andy_P]

... or just someone who's still alive!

 

[jp1gt]

I don't understand why companies that have very good products can have such bad tech service. I am having a similar problem with samsung. It does not help with customer loyalty. They never tested the units that they sent me nor did they test the ones that I sent back. Just wasted a lot of time so far and made fedex happy.

 

[jp1gt]

Well, tomtom has not contacted me, does garmin have the live service like tomtom? If so, which garmin would you get? I really liked the live service, that is why I bought it. If I have to go and by another GPS I need to go with a company that HAS customer service.

 

[canderson]

To solve this, you need to be a little more proactive. Make that last call to Tech Support, and as I suggested earlier, ask for a LIVE SPECIALIST. (Live as in "Live Services", not "Live" as in "not dead" :lol. Only those trained to deal with unusual Live issues are really capable of getting to the bottom of it and resolving it for you. Trust us, many of us have been there, done that, and have an entire t-shirt collection by now.

 

[jp1gt]

Will do, I was thinking that tomtom was going to contact me---Jack

 

[dhn]

I was hoping so as well.......

 

[jp1gt]

OK, I got a superviser, I told the front line person that I did not want a call back, I would hold as long as I needed to. They do not have a live specialist that I could talk to. I got a supervisor rather quickly, he spent some time looking into the matter and they are going to send me a NEW XL model. I guess it could be possible for me to get a bad 740 live and all of the other refurbished were bad also. Thank you for your help, I will let the group know when I get the XL. By the way, is there any difference between a go 740 live and a XL 340 live?