Places and routes vanished

[avincent]

On the evening of the 5th May as a coach driver i was about to do my route planning when I noticed all my routes and saved places had been removed much to my anger. I tryed to get in contact with tomtom all day on the 6th but that was as much use as a chocolate-T-pot nothing new there!!!! So that evening i planned my route for the 7th with everything still missing i added my stops and route and saved them. But low and behold I get to my destination at 1030 on the 7th park up look at the tomtom and before my eyes everything just vanished... with still no contact with tomtom.. never had this trouble with garmin but they were just slow. I pay a subscription for services but why when they can't do there job right and charge a fortune for there items.....

 

[Willy875]

Server glitches happen.

Temporary service issues affecting Plan.TomTom.com

We are currently experiencing technical issues affecting Plan.TomTom.com, which may result in difficulties accessing saved routes and favourites. Our team is actively working to restore full funct...

help.tomtom.com

 

[avincent]

Funny you said this last time and it took over a week to sort out..... how can I do school trips with my coach if you can't sort thing's out sooner!!!!

 

[Willy875]

While waiting for the problem to be resolved, plan your route directly on the GPS.

 

[avincent]

That didn't help as soon as planning is done it vanishes..... plus it is planned on a laptop as I can see the place I need to goto on the sat nav you can't!! As most often the roads are not complete and bus routes are not shown

 

[Willy875]

Yes, I know that, but it's the only solution: create a route directly on the GPS. You can use the route planner to help you visualize the roads.

 

[avincent]

So how do you visualise a bridge that to low or a road to narrow???? And a monument for a pick up when you can save things??? I can tell you have never had to drive a hgv or psv as you need this information. What the next excuse " a UFO" your ment to be the best.. it doesn't look that way.

 

[Willy875]

Think what you want, but yes, I have driven a truck.

I admit that back then there was no GPS, only a road map and reading the signs.

This is just a temporary solution until TomTom fixes the bug.

And if you want to complain, go complain on the TomTom website.

Contact us

For all your help related queries, we have the following options: Support videos Help articles for sat navs Help articles for mobile apps User manuals and get-started pages for your new device To ...

help.tomtom.com

 

[Ian Michael king]

On the evening of the 5th May as a coach driver i was about to do my route planning when I noticed all my routes and saved places had been removed much to my anger. I tryed to get in contact with tomtom all day on the 6th but that was as much use as a chocolate-T-pot nothing new there!!!! So that evening i planned my route for the 7th with everything still missing i added my stops and route and saved them. But low and behold I get to my destination at 1030 on the 7th park up look at the tomtom and before my eyes everything just vanished... with still no contact with tomtom.. never had this trouble with garmin but they were just slow. I pay a subscription for services but why when they can't do there job right and charge a fortune for there items.....

A lot of my truck driver mates and myself have had the same problem, I do event work across Europe and Scandinavia, and have lost all my venues, most of which were back or side door load ins, and hard to find again, Tom Tom posted that they had done a software update and everything should be back to normal now, but, I can't get anything back from my drive as they said it would, am not impressed at all, it's going to take me days to re install the venues, and access roads into them

 

[Niall]

The latest from TomTom

Optimistic ETA: We expect to restore production navcloud data by Friday May 8th 2026 EOD CET

 

[avincent]

You never respond to complaints. I apologise if you have been a lorry driver. But just think people don't care when a lorry mucks up but when it's a coach or bus people remember and people's lives are at stake.

 

[Scoobyfizz]

Has this been caused by a hack???

 

[Willy875]

You never respond to complaints. I apologise if you have been a lorry driver. But just think people don't care when a lorry mucks up but when it's a coach or bus people remember and people's lives are at stake.

I don't know if you're aware, but this isn't an official TomTom forum. You'll find a link above to contact TomTom directly.

 

[Motorhomersimpson]

On the evening of the 5th May as a coach driver i was about to do my route planning when I noticed all my routes and saved places had been removed much to my anger. I tryed to get in contact with tomtom all day on the 6th but that was as much use as a chocolate-T-pot nothing new there!!!! So that evening i planned my route for the 7th with everything still missing i added my stops and route and saved them. But low and behold I get to my destination at 1030 on the 7th park up look at the tomtom and before my eyes everything just vanished... with still no contact with tomtom.. never had this trouble with garmin but they were just slow. I pay a subscription for services but why when they can't do there job right and charge a fortune for there items.....

Exactly the same here mate. As an hgv driver I'm in a similar position. I thought had i hit a button by mistake as only owned my go expert 7 a couple of weeks. Reset, relogged in and tried everything. Wish I'd logged into here first as I can see loads have also posted

 

[MG David]

Having a similar problem this morning.

 

[LostinTheWilderness]

Just about to go out, check phone beforehand, map updates needed, no biggie. Go to load existing route, gone. Check all routes, recents, gone. Tried to re-sync, nope. Did all the logout login bla bla, no difference.

Go searching, oh they've broken it. Seen the suggestion of an upgrade being at the root of it, which begs 2 questions:
1 Testing. It's usually a good idea, and yes I've done that stuff in a corporate environment. Having thousands of users on your back thanks to poor planning isn't fun for anyone.
2 Communication. They know they have a problem, they have customer contact details, but don't demonstrate proactivity to defuse the situation. That alone, is unforgivable.
3 Rollback. Whatever has been changed should be binned and previous environment restored, it's not rocket science.

I've seen suggestion for expected service restoration by 8.5.26, well here it is, and nope.

Whilst this forum may not be "official" I'd like to think TomTom keep an eye on such discussions, so please read and learn.

 

[Willy875]

Just about to go out, check phone beforehand, map updates needed, no biggie. Go to load existing route, gone. Check all routes, recents, gone. Tried to re-sync, nope. Did all the logout login bla bla, no difference.

Go searching, oh they've broken it. Seen the suggestion of an upgrade being at the root of it, which begs 2 questions:
1 Testing. It's usually a good idea, and yes I've done that stuff in a corporate environment. Having thousands of users on your back thanks to poor planning isn't fun for anyone.
2 Communication. They know they have a problem, they have customer contact details, but don't demonstrate proactivity to defuse the situation. That alone, is unforgivable.
3 Rollback. Whatever has been changed should be binned and previous environment restored, it's not rocket science.

I've seen suggestion for expected service restoration by 8.5.26, well here it is, and nope.

Whilst this forum may not be "official" I'd like to think TomTom keep an eye on such discussions, so please read and learn.

It wasn't an update that broke everything, it was the server where customer backups are stored that malfunctioned.

 

[LostinTheWilderness]

It wasn't an update that broke everything, it was the server where customer backups are stored that malfunctioned.

Well that's my faux pas then, based on what I stumbled upon in the public domain.

I make no apologies for taking a harsh view of this sort of thing, particularly when nobody can be bothered advising the customers and keeping us up to date. Funny they are able to issue mass marketing emails though, isn't it? It's not as if lack of communication helps the issue, quite the opposite in fact as it gives the impression of sticking their heads in the sand and hoping folks don't notice. It's unprofessional, simple as that.

As for "the server" malfunctioning, really?!
Is it really the case that they only have ONE server doing that job? I find that somewhat incredulous, and if true, short sighted in design terms.

How do I know that? Because it's exactly what I used to design and implement for a multinational company where service outages were taken seriously. It's not that hard to mitigate for this sort of situation if resilience is planned into the design. By that I'm talking about server failover, and at the most crude level, server replacement, supported by restoration of backups from a strict regime of data protection. Even with the simplest approach, underpinned by physically replacing a server, it's more than likely an overnight job - get replacement server running, and restore user data from whatever medium is appropriate. Ultimately the investment in that approach is cheaper than the reputational damage resulting from this sort of situation. Looking at the company's revenue figures, this sort of oversight is unforgivable.

 

[mvl]

A few of us have contacts at Tomtom and know more inside information on this issue. I'd prefer they disclosed more than they did around details publicly.

They have publicly announced that you may have to re-enter any changes made in the last seven days, I don't want to leak any insider info but if you have server design experience you should be able to deconstruct that statement and pretty well hypothesize what is going on.

 

[LostinTheWilderness]

A few of us have contacts at Tomtom and know more inside information on this issue. I'd prefer they disclosed more than they did around details publicly.

They have publicly announced that you may have to re-enter any changes made in the last seven days, I don't want to leak any insider info but if you have server design experience you should be able to deconstruct that statement and pretty well hypothesize what is going on.

I don't mind having to re-enter changes or having to re-sync routes to mobile device, but right now there is zero visibility of when the service will return to normal. I've tried contacting live support and can't even reach a human being!

Of the Nav apps I've used it's the best, no question, particularly in creation of custom routes - but if key components of the underpinning service fail, none of that matters.

As someone once said "fail to prepare, prepare to fail", and as one of my mentors once said to me "as a business, communicate, or die". Both are applicable here, and I sincerely hope once fixed they swiftly move to the "lessons learned" aspect, to prevent recurrence.