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VIO and iPhone 6 connectivity issue

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connection, bluetooth, iphone6, Vio,

Ivdwpt Author

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Apprentice Traveler
Replies: 2

19 September 2016, 15:11

Hello recently I've both the VIO Tom Tom ! Yesterday I've tried it for a full day and for a bike ride of 4 hours my Tom Tom had no connection for more than 4 times.

I have a iPhone 6S version iOS 10 and the connection stops during a route.

When will this be fixt?
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86 comments

  • MikkoKMikkoK

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    16 January 2017, 15:16

    Hi Oliver,

    I sent you a PM a few days ago asking for some more information that could help us investigating this. Would you mind replying to it with? As we're not able to reproduce this issue here and are getting very few reports of it lately, we'd like to get some more info from the customers still affected by this issue.

    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
  • xusortega

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    Replies: 2

    17 January 2017, 12:36

    Hello

    After a long time the VIO in a Drawer for being unusable. When I got a message asking me how it worked (on the fly). I have tried it again.

    I've been trying since last Thursday.

    It continues to malfunction not as badly as before but it continues to lose the connection. I have reestablished the connection to see if it works and there is no improvement.

    It seems that with an iphone6 does not work.

    I do not think users have to play guinea pigs. This equipment had to have worked well from the first day and if there were faults Tomtom had to have solved them fast. Apparently I have an expensive subject papers
  • Pantheon

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    Master Explorer
    Replies: 6

    16 February 2017, 18:10

    I'm still having problems, today on a 6 mile ride the Bluetooth connection dropped a couple of times and then a minute later recovered. The phone was under the seat the Vio on and handgrip. Same thing happened on return journey, this time phone was in my jacket pocket.

    iPhone6s+ iOS 10.2.1
  • NikhileshNikhilesh

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    17 February 2017, 15:00

    Hello Pantheon,

    I have sent you an e-mail requesting for some information required for investigation purpose.

    Thank you.

    Regards,
    Nikhilesh
  • ocsack

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    Replies: 10

    17 February 2017, 15:28

    Also still have the issue with IOS 10.2.1 and iPhone 5s and iPhone 6s.

    Device is not usable, connection is stable for one or two minutes.. and constantly loosing it.

    I opened a case with TomTom support and i was redirected to the TomTom Fitness department, they had no clue and just gathered information for tech support.

    All other connected Bluetooth devises work without any issues.

    It works more reliable when the omescreen is unlocked and when the tomtom app is open, but useless if it works only that way.
  • NikhileshNikhilesh

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    18 February 2017, 09:25

    Hello ocsack,

    I have sent you an e-mail requesting for some information required for investigation purpose.

    Thank you.

    Regards,
    Nikhilesh
  • NikhileshNikhilesh

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    21 February 2017, 13:25

    Hello Pantheon,

    Thank you for your reply.

    I have forwarded it to the Technical team and a confirmation e-mail has been sent.

    We hope to have a reply for you shortly.

    Regards,
    Nikhilesh
  • aliante

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    21 February 2017, 15:42

    please update all of us when good news or findings are found, thank you
  • ocsack

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    21 February 2017, 20:16

    I will keep you updated. I was redirected from TomTom Navigation to TomTom Fitness and it seems that this guy from India is just gathering information. Fact that the issue only happens when the phone is locked is ignored from the questions i received.
  • MikkoKMikkoK

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    22 February 2017, 12:10

    Hi ocsack,

    Please, do mention everything you think might contribute to you still suffering of this issue. As mentioned here, we haven't been able to reproduce the issue here so any and all information you can provide of the conditions in which it you experience it help us investigate the issue.

    @ aliante: Same goes for you. As you case might be different from ocsack's we'd like to here from you as well. I've sent you a PM earlier with some questions.

    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
  • NikhileshNikhilesh

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    22 February 2017, 14:05

    Hello ocsack,

    Thank you for your reply.

    I have forwarded it to the Technical team and a confirmation e-mail has been sent.

    We hope to have a reply for you shortly.

    Regards,
    Nikhilesh
  • aliante

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    23 February 2017, 07:00

    thank you, no time to answer to all, but problem is that screen off loses connection, as it would go in a 'save battery' way or similar, and so the application stops to be connected to the Vio - in fact, if screen goes off but a battery pack is attached to the phone, it works perfectly to me (no interruptions) - ciao Paolo
  • MikkoKMikkoK

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    23 February 2017, 12:25

    Hi aliante,

    Thanks for the info! I'll forward this to the product 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
  • Bounty2017

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    Apprentice Traveler
    Replies: 2

    27 February 2017, 20:11

    5 months ago! 😳 Is there a permanent solution? Got my device a week ago and it is still unasable, just keeps disconnecting...
    iPhone 6, iOS 10.2.1 and tomtom vio app 1.2.1
  • ocsack

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    Replies: 10

    2 March 2017, 10:29

    I have a service request open, no update since 8 days. They only gathered some information and told me that they would follow up with 2nd level support. Not any follow up or status update since then... the device is almost unusable with iPhone if it is working like that.
  • audiojr

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    15 March 2017, 15:59

    Yesterday I saw an iOS update for Tomtom Vio app. Do you know if this update fix our iphone connectivity issues?
  • the12dude

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    15 March 2017, 18:21

    Oh boy ... I wish I had read this forum before buying my Vio ...

    Seems it would have been easier just to chuck away 150 quid!

    The connectivity between my iPhone 6s and my Vio is terrible ... the bluetoth keeps dropping out about every 5-10 mins and of course the general advice oon a 'fix' is to keep turning the vio unit off and on while riding! .. If i keep pulling over to turn the unit on and off all the time I may as well walk!!:

    @
  • The engineerman

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    16 March 2017, 10:23

    Hello,

    I have the same issue with an iPhone SE, a TomTom 500 and my car's infotainment system. Software on all three is up to date. The Bluetooth connection works, then it disconnects, comes back all on its own, disconnects again, comes back etc. I know I am on the wrong forum, but just what to make you all aware of the following.

    I have an open incident report with TomTom, open since the 28th November 2016.

    Here is their reply of 9th March:

    "Our technical team advise that the issues you have described very much suggests a Bluetooth limitation on your smartphone meaning it is unable to support or has trouble supporting multiple Bluetooth profiles at one time. This is further suggested by the fact that you are losing connection to the MyDrive server which you see as unavailable whilst the Live Services continue working."

    I went back with:

    "It is not as if I have an unusual smartphone. It is an iPhone SE, which Apple tell me is mostly the iPhone 6 hardware in an iPhone 5 case. They say the bluetooth functionality is the same in the SE as in the 6 so anything compatible with the 6 should work with the SE. Anyway, I’m not a technically minded person so I can’t say. I just want a Sat Nav that works, and if you say it doesn’t work with a very common iPhone then who am I to argue. (But surely I’m not the only person in the world to have an iPhone SE that uses a TT)."

    This resulted in TomTom agreeing to look into the issue further, so fingers crossed for a resolution soon...
  • MikkoKMikkoK

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    16 March 2017, 10:56

    Hi the12dude,

    Welcome to the Community!

    I'm sorry to hear you're suffering from this issue! As mentioned earlier in this topic, we haven't been able to reproduce this issue any more since iOS 10.2 and VIO 1.2. Please, make sure you have the latest iOS update for your phone and the latest VIO app.

    If you're still experiencing this with the latest iOS and VIO app, please report to Customer Service. They can gather more information to help our technicians look into your case.

    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
  • Bounty2017

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    16 March 2017, 23:39

    Hi all,
    Looks like I did find a workaround. I did couple of tests and found that connection much more stable if the wifi is disabled.
    Hope it works for you as well.
    Hope Tomtom will fix this bug soon.
  • ocsack

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    31 March 2017, 08:38

    I updated to iOS 10.3 and the issue still exists. TomTom VIO is just unusable with iPhone 5s and iPhone 6s.
  • VikramKVikramK

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    31 March 2017, 15:41

    Hi ocsack

    The customer service has responded to you with some steps but since there was not reply from your side the case got closed.

    I have ask the customer service to get back on this.

    Regards
    Vikram
    Has my post answered your query, then please mark it as answered so others can benefit.
  • Kbok

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    1 April 2017, 12:22

    Tomtom Vio is useless atm; I cannot even start the app on mine iPhone6+ as I got an internet-conncetion error (checked all setting & updates etc; it doesnt work with lte or wifi...); as said, the navigation device is a waste of time & money! Last autum I had server problems witt freeze but the app at least started and worked for 5 minutes.... Now it´s just awful!
  • MikkoKMikkoK

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    3 April 2017, 12:14

    Hi Kbok,

    Welcome to the Community!

    The issue with the connection error can be solved by creating a new TomTom account at tomtom.com and logging into that one on the app. You might need to re-install the app to be able to log into the new account.

    Please, post back here to tell us how you're doing with this so that we can help you further, if needed :D

    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
  • Kbok

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    3 April 2017, 16:35

    Hi Mikko, thank you for the info; unfortunately it is not possible to login with new (or old or any) account, as the app isnt connecting and i should recheck the internet settings...
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