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Traffic info disapears on the GO 6100

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information, Go 6100, traffic updates,

Totobel Author

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Replies: 54

13 July 2017, 19:42

Hi

Since yesterday wednesday 12 july, I have weird issues with the live traffic:
on start, i have the traffic info for a few seconds, then it disapears.

after a few minutes, same story, traffic is shown correctly during a few seconds then goes away.

Latest version of the soft : 17.200
I did a full reset, a full restart with the sound
nothing helps.

I doubt i'm the only one with the problem, my device has been working perfectly the last 12 months, i use it more than 10h per week.
It looks like the feed is broken.
Anyone ?

31 comments

  • Motin

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    Replies: 1

    13 July 2017, 21:39

    Hi Totobel,
    You are not the only one, I have exactly the same problem you describe. I wonder if the last upgrade of the software launched by Tomtom could be at the origin of that…
    Anybody else?
  • Totobel Author

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    13 July 2017, 21:45

    I had the same problem in 17.100
    I beleive the traffic feed is broken... potentially A LOT of people impacted...
    How can it take that long to detect it ?
  • Totobel Author

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    14 July 2017, 08:48

    I opened a ticket 24h ago btw
    No answer so far ! Argh!!
    (170713-xxxxxxx)

    Mod edit: Please, don't post private information on a public forum. Thanks!
  • Emanresu

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    14 July 2017, 14:29

    Exactly the same problem. Traffic info Goes away and returns briefly. I'm impacted with 17.100 and after upgrading to 17.200 the problem stayed the same. (Ticket 170714-xxxxxx).

    I'm a daily user and the navi is worthless for me at the moment.

    Grtz Gert

    Mod edit: Please, don't post private information on a public forum. Thanks!
  • Emanresu

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    14 July 2017, 14:33

    TomTom , i think i found a common problem!!

    All users in this post are from Belgium!

    Grtz Gert
  • Totobel Author

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    14 July 2017, 16:49

    Today between Liège and Luxembourg, no issues.
    Did you have issues today ?

    What the hell is the support doing with the tickets ?
  • Emanresu

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    14 July 2017, 18:25

    Today i had dropouts between Sint-Niklaas en Mechelen.
    But the whole week i hardly could use the navi around Antwerpen.

    I noticed the first problems 2 month ago. But they never have been this worse.
    At this moment the navi is useless. I have a factory system in my car and this navigates without traffic.
    So i don't bother to start the 6100 anymore until TomTom finds a solution.
  • Totobel Author

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    14 July 2017, 18:26

    Very strange the problem depends on the location...
  • Emanresu

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    15 July 2017, 11:30

    I do believe thuis is not a problem with our navi's but rather a disagreement between TomTom and their gprs-provider. It feels like we expierincing a lack of bandwidth. My navi tells me it's connected but for some reason it can't reach the server.
    When i'm at home and out of the traffic jams the navi shows the correct info.
    What puzzels me is that one of the reply's here is from a 6200.
    Those navi's are using 3G or not?
  • Totobel Author

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    15 July 2017, 13:49

    6100/6200 use the 3g/4g network indeed. I also think the problem is from there.

    The lack of answer on our tickets is a total shame
  • Emanresu

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    16 July 2017, 13:01

    I've been cruising the forum and it seems both 6100 & 6200 are still using 2G. What is not a bad choice regarding the superior coverage and small datatransfer of these navi's.
    But we are screwed when there are problems with the 2G network. Owners of a 610 & 620 who rely on the dataconnection of their smartphone seem not to be complaining on this forum. They have more choice on dataconnectivity and if all went well for them it means the tomtomserver was reachable.
    Our problem is therefore most probably related to the 2G network.
    Been driving around Lier yesterday and all was perfect.
    If the problems appear again next week when traffic is much denser on working days then the congestion of the 2G network is probably the main cause.
    All who bought the "superior" and most expensive navi's are thus left with the worst navi's.

    Really nice that TomTom support are playing the sound of silence. I hope it's because they are hard at work resolving the issue. (Sarcastic mode). Maybe we could beter start publishing our ticket numbers again. At least then we attracted some moderator action. That was the biggest reaction we had in this tumbleweed desert we call TomTom support.
  • Totobel Author

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    18 July 2017, 11:29

    FYI, i did not notice any problems between Brussels and Leuven monday.
    It was average traffic with small delays.
  • JulianJulian

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    19 July 2017, 12:46

    Hi all,

    first of all I want to let you know that I am sorry to hear that you are facing these issues! I understand that this can be quite frustrating.

    I also want to thank you for all the details you provided, I will ensure that your observations will be forwarded to the team who is working on fixing this issue.

    Some information which some of you might find valuable:

    This problem is not related to the latest software update for our current generation devices. It rather seems to be a data roaming issue, something we are currently discussing with our partners.

    If you want to help us in finding the root cause of this problem, please let us know:

    - Which device are you using?
    - When did the issue occur for the last time?

    We can track data on your specific connection issue for about 72 hours. So if you should encounter an issue, report it here directly. This would help us tremendously. :)

    I am hoping on a quick fix to this problem, however I cannot communicate a definitive timeframe as to when this will be solved. Nevertheless rest assured that I will share information which is valuable to you as soon as I receive it.

    A rather general note: While we appreciate that you are reporting this on our Community, I want to emphasize that the TomTom Community is not an official support channel. We always try to engage on the Forum, especially when it is about problems that are affecting more users. That being said, unfortunately it is impossible for us to be active in every topic. So if you definitively want a response for TomTom regarding your issue, I would suggest to contact customer support directly.

    Regards,

    Julian
  • Totobel Author

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    21 July 2017, 16:18

    >While we appreciate that you are reporting this on our Community, I want to emphasize that the TomTom Community is not an official support channel.
    it took almost one week for the support to answer. I understand it's the holiday season but this is not very serious.
    Especially when it's a very wide issue affecting a whole country and probably thousands of users.

    Without the forum, we wouldn't know multiple people were impacted, so it helped a lot actually.

    I didn't have problems recently, but I hope this is still beeing investigated. It was bad enough.
  • MikkoKMikkoK

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    24 July 2017, 16:52

    Hi all,

    We're investigating this issue together with our partner. In addition to what Julian mentioned above, the following information would help us get to the bottom of this and find a solution quickly:
    • Your device model?
    • When did you first experience this issue?
    • Can you tell some specific times withing the last 3 days you've experienced this issue?
    • Detailed problem description: E.g. did you loose connection to TomTom Traffic or stopped receiving traffic updates (while still connected to the service)?
    • Also please let us know if the issues occurs in all areas of Belgium, or just some specific ones

    @ Totobel: Thanks for reporting through Customer Service. Your report has reached our technicians.

    I'll post back here as soon as I learn more about this issue.

    Cheers, Mikko
    Help others identify useful content: - Did someone answer your question? Click Mark as Solution - Did someone post something helpful? Click the kudos button - Need help with your TomTom device? Add details about the TomTom device to your post: Device name, Application- and Map version. Check our support videos at tomtom.com/videosupport
  • Totobel Author

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    24 July 2017, 20:59

    My device is a 6100.
    The peoblem happened only 2 days in a row, in a 20km radius around brussels: 12 and 13 july.
    I confirmed that friday 14 i had no issues but that was not around brussels.
    I suspect busier areas like brussels and flanders were more impacted.
  • kafsabizarin

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    25 July 2017, 14:50

    Oh, my God, why does this problem come up to me
    My machine is about to get rid of this problem as you said
  • MikkoKMikkoK

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    27 July 2017, 17:27

    Hi Totobel,

    Thanks for the info! I'll forward it to the team.

    Cheers, Mikko
    Help others identify useful content: - Did someone answer your question? Click Mark as Solution - Did someone post something helpful? Click the kudos button - Need help with your TomTom device? Add details about the TomTom device to your post: Device name, Application- and Map version. Check our support videos at tomtom.com/videosupport
  • carloe

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    28 July 2017, 10:59

    Hi, I located in Germany Mönchengladbach, and I have 2 Go 5100´s
    One is working correctly and the other one has problems with live services for about 8 months.
    70% of the time live services is not connected!
    The same maps and the same software is installed on both.
    However one has language Dutch and the other one German.
    The one with German language specifiedd failes.
    There is also another difference when I display: System Info

    The one with problems (German language)
    TomTOM Go 5100
    Serial QRxxxxKxxxxxx
    Anwendungversion 17.100.022.311 (0) (02.04.2017)
    ..
    GPRS status (in working state)
    Verbunden 26202,0,5,0,13,0
    MCC/MNC 26202
    IMEI 359xxxxxxxxxxxx
    GPRS-Modell 16.00.152
    Display-sprache Deutch

    The Working one (Dutch):
    TomTOM Go 5100
    Serial QRxxxxxYxxxxxx
    Aplicatieversie 17.100.022.311 (0) (02.04.2017)
    ..
    GPRS status (in working state)
    Verbonden 26202,0,5,0,0,0
    ==========> MCC/MNC item is not displayed
    ==========> IMEI item is not displayed
    ==========> SIM ID item is not displayed
    GPRS Model 16.00.152
    Taal van gebruikers interface Nederlands

    Hope this is useful for research of this problem.
    This problem is also big for me as I bought these TOMTOM´s for the live services, which are very good if there is a connection.

    Mod edit: Please do not post any personal information on a public forum!
  • dhn

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    28 July 2017, 11:21

    Call support as the SIM card appears to need reactivating in the faulty unit:

    Deutschland
    069 663 08 012
    Mo-Fr: 09:00-17:30
  • Totobel Author

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    22 August 2017, 08:51

    The problems happen again in belgium this tuesday 22 AUG.
    Also in low traffic, also in low density zones.
  • MikkoKMikkoK

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    22 August 2017, 15:09

    Hi Totobel,

    Thanks for reporting this!

    Please, update your case at Customer Service about this. They'll be able to capture all the relevant details for our technicians to look into this.

    Thanks, Mikko
    Help others identify useful content: - Did someone answer your question? Click Mark as Solution - Did someone post something helpful? Click the kudos button - Need help with your TomTom device? Add details about the TomTom device to your post: Device name, Application- and Map version. Check our support videos at tomtom.com/videosupport
  • robik557

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    25 August 2017, 13:09

    I'm in Croatia now and it's doesn't work also since 2-3 day's by WiFi and mobile data.
  • Totobel Author

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    28 August 2017, 14:10

    >Please, update your case at Customer Service about this.
    the old cases can't be updated
    The new ones are not handled after 1 week (!!!!)

    So it's here or nothing. If you decide to help we can make progress together, if we have to count on support we are lost.
  • MikkoKMikkoK

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    28 August 2017, 15:09

    Hi Totobel,

    I'm sorry to hear of your bad experience with our Customer Service! We'll make sure your cases are looked into.

    Please, keep in mind that this is a user forum. While myself and other Staff members do our best to help users here, we don't have the resources to attend to every case. Customer Service is there to provide individual support. They're also better equipped to gather all the relevant details for our other teams to look into particular issues.

    Cheers, Mikko
    Help others identify useful content: - Did someone answer your question? Click Mark as Solution - Did someone post something helpful? Click the kudos button - Need help with your TomTom device? Add details about the TomTom device to your post: Device name, Application- and Map version. Check our support videos at tomtom.com/videosupport
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