Impossible to get my new Exclusive registered in my account

[Scorpio59]

Hi everybody

I am now struggling for already 4 hours!! to get my new bought Go Exclusive working. First i tried to get in contact with the helpdesk but there is a stupid useless bot who doesn't understand anything, grr ..

I have a TT account, where i had registered my old Go Discovery, but because that one was dead i removed it from my account. So i thought it would be easy to register the new device, however it didn't work at all. After i had (as advised) loaded the Exclusive for two hours i run through all the steps, like country, name, wifi, bluetooth a.s.o.

Then i downloaded the latest version of MyDrive Connect (Windows 10) and installed it. Then i plugged the Exclusive in an USB-port from my PC and started up the Exclusive. Then went to MyDrive where i needed to fill in my login for my TomTom-account to get updates and to sync with my drive. And there the troubles began .. A nag appears everytime that there are problems with the access to TTS. Try later again, which i did several times.

And when i did the Wifi thing, it shows connected, but no internet. I am really pissed off now, because i need the TT for my own company, where i have to travel a lot for it. I feel hopeless right now. A long time ago you could easily call the helpdesk and they solved problems fast. But this makes me crazy ..
So please is there anybody here in this forum who hopefully can help me solve this?

Thanx in advance

 

[Willy875]

You do not need Mydrive connect to update on Go Exclusive

No internet Does your GO pick up satellites? the triangle that indicates your location should not be grayed out.

If your old account does not work, create a new account with a new email address.

 

[Scorpio59]

You do not need Mydrive connect to update on Go Exclusive

No internet Does your GO pick up satellites? the triangle that indicates your location should not be grayed out.

If your old account does not work, create a new account with a new email address.

I tried another new account too but that didn't work either. And MyDrive Connect do i need to add my new device. Internet is working great here (Cable and Wifi) but as mentioned not with the Exclusive

 

[canderson]

As Willy suggested, be sure your Discover has had a chance to access and get a satellite lock once before you try to use the WiFi feature. We've seen your issue before with a few other users as well, and this is sometimes the solution.

Seems odd, I understand. What I have come to suspect is that TomTom may be tailoring WiFi channel usage based upon location to satisfy regional requirements on band usage, so it prefers to know your location before enabling WiFi.

 

[Scorpio59]

As Willy suggested, be sure your Discover has had a chance to access and get a satellite lock once before you try to use the WiFi feature. We've seen your issue before with a few other users as well, and this is sometimes the solution.

Seems odd, I understand. What I have come to suspect is that TomTom may be tailoring WiFi channel usage based upon location to satisfy regional requirements on band usage, so it prefers to know your location before enabling WiFi.

I don't understand what you want to make clear to me. A said i have a very good internetconnection at home, also great Wifi here, my old Discover worked with that with no problems at all. Try the Wifi feature shows connected, but no internet .. I am so pissed off right now ...
I am really frustrated, because the helpdesk is a real disgrace, they don't reply or many many hours later and when i finally got an email they give solutions what i already had done more then ten times, they don't read well the message and then they don't respond on my reply ...
The problem is that i really really need my TomTom for my company, every day again and every day i can't use it it cost me a lot of frustration and money too. But they don't bother at all it seems to me. That's why i hope to get here a working solution, because
I don't know what to do anymore

 

[canderson]

What Willy and I are noting is that until you get your first clear satellite lock (the GPS knows where it is), the WiFi feature may not work. Fresh out of the box, it won't have a satellite lock yet. You need to turn it on and give it a chance to find satellites. You'll know it is successful when the gray chevron arrow on the map turns blue.

If that has already happened, then there's a different problem to solve.

 

[Willy875]

Maybe the video can help.

 

[Scorpio59]

The big problem is that i can't add my new device to my TomTom account, which is necessary to recognize it by TomTom for TomTom Services and the new updates

I bought this system on april 28th and still can't use it because of this troubles. The TomTom Support is really really horrible and don't act like they should have to do. I explained several times what the issues are, like Connected. No internet, nothing to see in Device Manager, so no TomTom at all, i did everything what i could find on the internet and now i am really pissed off

When i try to register with MyDrive with my login and password it coms with the message OOPS, there are problems with access to TomTom Services. Try again later (translated the best i could from dutch)

I need this device daily for my company, because i am always on the road. I mentioned that several times to them, but if you expect an answer on that, you can wait at ease a day or 5 to get an unsatisfied answer, like they are looking to it and they can't give a reference point when they come with a solution

I am more than 15 years customer and never had this before. Now i feel be scammed! It makes me mad and frustrated that this big company doesn't care about their customers and they hide themselves behind their fully controlled mailregime. It's a bloody shame. In the early days you had contact by phone and always have been helped well, but nowadays i have to wait sill far more days, weeks or maybe months. Thsi company has the most bad customer support i ever have seen and when i look at the internet i am not the only one!

I asked them to pay back my money or send another device to try, but no reaction at all ..

 

[Jazz@1108]

@Scorpio59
Perform the below steps and it should resolve the issue:

a) First, fully charge the device through a wall charger.

b) Make sure the device is NOT connected to a computer.

c) Kindly go outside where there is a clear view of the sky and let the device connect to the GPS signal. Let the device boot completely and wait till the navigation arrow on the map screen turns Blue (which indicates that the device has a valid GPS signal).

d) Once done, then try to connect to Wi-Fi and test. NOTE: The GPS unit should not be connected to a computer. You can connect to a wall charger.

e) Please do not connect to the Wi-Fi networks mentioned below:

Public Wi-Fi
Guest Wi-Fi
Office Wi-Fi
Restricted Wi-Fi.

 

[Scorpio59]

Hi Jazz, this worked for me! Thank you very much! I mailed the Helpdesk to put this solution in their FAQ, so orher people can also take advantage of it. Have a nice day

 

[Jonzjob]

Going back to your chat bot problem for a moment. I found the same problem with the stupid chat bot and eventually typed in that I wanted to chat to a human being and was then connected to a support agent and then, at last, I got some sense out of it.