Lost connection to Porsche server - been told I need an upgrade to the E sim.....

[Oglehog]

Losing my mind with Smart Mobility and Porsche...... Lost connection between the phone app and the car, reported this via the app and on the phone as an issue, (this is the bit that Smart Mobility looks after - 3rd party working for Porsche UK) they said that they would put a report into Porsche Germany on the 20th of feb, they said I should hear back in 7 days. As of yesterday I still hadn't heard back, called them and they told me the bug was sent to Germany on the 28th, 8 days after the reported issue, so far so bad...... the smart mobility guy told me to do a factory reset to the PCM, I stupidly did this, now I can't log in as me.....

Meanwhile been talking to my local dealer who has now told me the car needs a software update to the Esim, obviously, this won't happen over the air because the car can't talk to the server, because I reset the PCM I can't connect via wifi - although nobody seems to be able to tell me if the upgrade would happen over wifi!....

Now I'm trying to get the car seen by a dealer to get the software updated but none of the dealers can give me an appointment for three week....

I am driving from the UK to Spain on Sunday and it now looks like I'm going to be doing this without smart navigation or battery pre-conditioning, to be honest, I'm less worried about the navigation, it's the preconditioning that's the issue, this could easily add hours to the charges!

Currently feels like I bought into the 'future' and the 'Future' doesn't work. The people who have been given the job of running 'The Future' haven't got a clue how it works..... Does anybody have any insight before I turn to self-harming?

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[W1NGE]

Losing my mind with Smart Mobility and Porsche...... Lost connection between the phone app and the car, reported this via the app and on the phone as an issue, (this is the bit that Smart Mobility looks after - 3rd party working for Porsche UK) they said that they would put a report into Porsche Germany on the 20th of feb, they said I should hear back in 7 days. As of yesterday I still hadn't heard back, called them and they told me the bug was sent to Germany on the 28th, 8 days after the reported issue, so far so bad...... the smart mobility guy told me to do a factory reset to the PCM, I stupidly did this, now I can't log in as me.....

Meanwhile been talking to my local dealer who has now told me the car needs a software update to the Esim, obviously, this won't happen over the air because the car can't talk to the server, because I reset the PCM I can't connect via wifi - although nobody seems to be able to tell me if the upgrade would happen over wifi!....

Now I'm trying to get the car seen by a dealer to get the software updated but none of the dealers can give me an appointment for three week....

I am driving from the UK to Spain on Sunday and it now looks like I'm going to be doing this without smart navigation or battery pre-conditioning, to be honest, I'm less worried about the navigation, it's the preconditioning that's the issue, this could easily add hours to the charges!

Currently feels like I bought into the 'future' and the 'Future' doesn't work. The people who have been given the job of running 'The Future' haven't got a clue how it works..... Does anybody have any insight before I turn to self-harming?

Try pulling the 12v battery (see manual) or PCM fuse to force a 'cold / hard reset' of the PCM as this has been known to clear many false positives.

Pre-conditioning won't take that long if connecting to an ultra-rapid EVSE so I wouldn't sweat it unnecessarily.

The wifi connection (hotspot?) is only between PCM and your mobile - not sure this is relevant to your predicament nor any part of the solution. Unless with the MY25 you can now connect to a wifi hotspot - if so, it still won't help I suspect.

PCM (as you know) connects via it's own eSIM for your Porsche Connect services and is independent of anything else. Can you share a photo of the PCM so that we can see the various connection symbols?

Resetting PCM shouldn't cause this drama either and as long as you have a good cellular connection and privacy mode (for remote access) is not enabled then you should be able to login with your Porsche ID / QR code.

I think more detailed info would help us guess towards a solution.

Hard reset is invariably worth a shot.

Not uncommon for the comms module itself to fail.

 

[Oglehog]

Thanks W1NGE - still holding out on the dealer actually showing some customer service, although their level of placation makes me think it's not happening!

Currently, the PCM is still showing a 4G symbol, but if I try and log in it just says "Not possible, please try later"

May try pulling the odd fuse!

Thanks for the reassurance regarding the Battery Conditioning, I'll quote you to my wife (who doesn't want to drive)

It does baffle me that a fault such as this is not communicated internally at Porsche.....

 

[W1NGE]

Thanks W1NGE - still holding out on the dealer actually showing some customer service, although their level of placation makes me think it's not happening!

Currently, the PCM is still showing a 4G symbol, but if I try and log in it just says "Not possible, please try later"

May try pulling the odd fuse!

Thanks for the reassurance regarding the Battery Conditioning, I'll quote you to my wife (who doesn't want to drive)

It does baffle me that a fault such as this is not communicated internally at Porsche.....

Connectivity on the Taycan has been an issue since 2020 so your issue is nothing new.

Locate the PCM fuse (check owner's manual) for the quickest potential resolution.

 

[The Riddler]

Good luck dude, Porsche make this too complex and assume we will all put up with poor CX, problem is we experience increasingly intuitive and stable tech platforms in our everyday lives and just wonder why they can’t do this

i get that they make cars, because Engineering etc, but it’s 2025…

 

[wurzitup]

This is a known bug that has plagued my 22 RWD at least twice if not 3 times. Car will go into "flight mode", lose connectivity. Tried pulling fuses etc to no avail. Sometimes it rectifies itself after a few days, often not.
Required a trip to dealer to "reset" connectivity and reboot car out of flight mode. Porsche is aware of it and hopefully working on OTA software fix. Never thought I would of been beholden to connectivity on a car, but preheating/cooling the car was very nice.
That being said I also didn't spend the $325 yearly renewal for the CONNECT app, and am living without it just fine.

 

[FrankV]

Losing my mind with Smart Mobility and Porsche...... Lost connection between the phone app and the car, reported this via the app and on the phone as an issue, (this is the bit that Smart Mobility looks after - 3rd party working for Porsche UK) they said that they would put a report into Porsche Germany on the 20th of feb, they said I should hear back in 7 days. As of yesterday I still hadn't heard back, called them and they told me the bug was sent to Germany on the 28th, 8 days after the reported issue, so far so bad...... the smart mobility guy told me to do a factory reset to the PCM, I stupidly did this, now I can't log in as me.....

Meanwhile been talking to my local dealer who has now told me the car needs a software update to the Esim, obviously, this won't happen over the air because the car can't talk to the server, because I reset the PCM I can't connect via wifi - although nobody seems to be able to tell me if the upgrade would happen over wifi!....

Now I'm trying to get the car seen by a dealer to get the software updated but none of the dealers can give me an appointment for three week....

I am driving from the UK to Spain on Sunday and it now looks like I'm going to be doing this without smart navigation or battery pre-conditioning, to be honest, I'm less worried about the navigation, it's the preconditioning that's the issue, this could easily add hours to the charges!

Currently feels like I bought into the 'future' and the 'Future' doesn't work. The people who have been given the job of running 'The Future' haven't got a clue how it works..... Does anybody have any insight before I turn to self-harming?

Drove back from Italy last week, with the same issue. Navigating worked out fine without the actual updates.
the battery preconditioning wasn’t an issue. Just drove to about 12% SoC pulled easily 315Kwh, without preconditioning. Would say don’t worry.

note: since last Sunday the data connection was working again, but it was down again this morning…..with a freezing cold night, it was a bit of an issue

 

[Oglehog]

Managed to get an appointment with the dealer tomorrow, apparently it needs a ‘reprogram’
I’ll report back with what actually happens…..

 

[Oglehog]

So big thanks to Porsche Guildford for seeing me in a hurry. They did a big software update and all seems to be functioning properly - apparently the update was beyond what’s possible over the air….. I assume that a smaller one did happen and that’s why it broke!

Think I’m going to turn OFF auto update just so I can track what’s going on.

got to say that the experience at the dealer was very good! Obviously I shouldn’t have needed to go, but I felt valued and most importantly they sorted it out!

 

[bxwatso]

I am having a similar problem with my '23 Taycan.
My Porsche App has lost all connection to the car (e.g., I can't update a charging schedule, the car's charge status and location are stuck from two days ago). The app says data is updating, but it isn't.
Car is not in privacy mode, BTW. Also, all the PCM apps are disabled (e.g. Apple music) on the screen in the car.
It is like the cell service the car relies on is down.
The dealer says it is Porsche NA's issue; I am waiting for a response from them.
Any thoughts from the forum? Is anyone else having this problem.

 

[FrankV]

I am having a similar problem with my '23 Taycan.
My Porsche App has lost all connection to the car (e.g., I can't update a charging schedule, the car's charge status and location are stuck from two days ago). The app says data is updating, but it isn't.
Car is not in privacy mode, BTW. Also, all the PCM apps are disabled (e.g. Apple music) on the screen in the car.
It is like the cell service the car relies on is down.
The dealer says it is Porsche NA's issue; I am waiting for a response from them.
Any thoughts from the forum? Is anyone else having this problem.

Probably an issue on the central side of the Porsche servers. Had this problem twice, since I received the car in January.

IMO there is just one solution for you as a driver, and that is patience.

Charging shouldn’t be an issue, in case you have a charging schedule it’s ‘stored’ in the car.

 

[bxwatso]

Yes. Patience. My system is back online just now, although Porsche NA has not yet responded to my request for help.
[insert software by Microsoft joke/]

 

[Oglehog]

Sounds like the same issue I was having, as I’ve said had to have a software upgrade at the dealer. They told me that it was being rolled out to all the cars slowly. That said they also said it was quite a big one so who knows if it can/will happen OTA…..

 

[bxwatso]

Porsche NA's response (kind of implies that they knew they had fixed it):
Dear Mr. Watson,

If concerns have continued to persist with remote access, please verify network connection in your Taycan. Power on and look in the top right corner of your PCM, verify "LTE" is shown. If "LTE" is not shown and two arrows are pointing in opposite directions, the network has been disconnected and you must visit your Porsche Center Service department for a ConBox High reset.

If "LTE" is shown select Settings -> Accounts -> Delete all current accounts on PCM. Deactivate privacy mode and circle back to Settings -> Accounts -> +Add new account, and continue to sign in with your Porsche ID email and password to grant remote access.

If you have any other questions or concerns, please feel free to share them with me.

For any future inquiries, please call us at 1-800-PORSCHE (1-800-767-7243) or email us at [email protected]/. Our offices are open 9am to 9pm ET on Monday through Friday and 9am to 6pm ET on Saturdays.

Thank you for contacting Porsche and we wish you a pleasant day.

Kind regards,

 

[tonysmart]

My turn… having exactly the same issue…
This is the second time. Last time it somehow solved the problem by itself. Oh come on Porsche!

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