Porsche Connect Doesn't -- no connection issue

[feye]

Porsche connect is a joke as far as I am concerned.

At least it is free for the first 3 years, isn't it?

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[svp6]

So the update is that car connection died altogether about 5 days ago. At least I had before Apple Music, weather, map updates - not anymore.

I emailed the GM at the same time as to Porsche Connect. Amazingly this time they answered - to his email not mine.... They left a name of a tech support to call, but no number.

I spent couple hours in the morning calling back Porsche Connect support. Surprise, surprise, they had no clue of any previous interaction - and no clue how to get hold of the specific tech. Sounds like wherever Porsche Connect decided to store the info about previous complaints, those are inaccessible to the tech answering the phone. Here is the 3 step tango:

1. First guy (very polite, exuding confidence - why would I need the specific tech since he can help) told me there must be something wrong with the SIM card since I have no connection - he will put me through to the SIM card division
2. Second guy answered probably from an overseas call center - turns out SIM card division is actually AT@T support. They have no idea who I am, have no record by VIN number, name, phone, address or color of hair. Will put me back to Porsche Connect - but unfortunately "they are experiencing high volumes" so after few minutes we agree to part ways
3. Called back Porsche Connect - third guy is equally polite and confident. He kindly informed me that all my services are active in the account. He then sheepishly walks back and suggests I go back to the dealer.

So now the car is at the dealer, the guys there are super-attentive, I hope they can fix something, but I am not holding my breath. Got a brand new Macan as replacement car and that only compounds my pain: user interface works flawlessly, maps have a nicer display (better colors, better 3 D rendering) and Apple CarPlay works wirelessly from the first attempt.....

So for the coming days / weeks I am back in my wife's Model 3 - cannot stand the slow response of the ICE. Will update once there is a resolution.

 

[Dlurker20]

So the update is that car connection died altogether about 5 days ago. At least I had before Apple Music, weather, map updates - not anymore.

I emailed the GM at the same time as to Porsche Connect. Amazingly this time they answered - to his email not mine.... They left a name of a tech support to call, but no number.

I spent couple hours in the morning calling back Porsche Connect support. Surprise, surprise, they had no clue of any previous interaction - and no clue how to get hold of the specific tech. Sounds like wherever Porsche Connect decided to store the info about previous complaints, those are inaccessible to the tech answering the phone. Here is the 3 step tango:

1. First guy (very polite, exuding confidence - why would I need the specific tech since he can help) told me there must be something wrong with the SIM card since I have no connection - he will put me through to the SIM card division
2. Second guy answered probably from an overseas call center - turns out SIM card division is actually AT@T support. They have no idea who I am, have no record by VIN number, name, phone, address or color of hair. Will put me back to Porsche Connect - but unfortunately "they are experiencing high volumes" so after few minutes we agree to part ways
3. Called back Porsche Connect - third guy is equally polite and confident. He kindly informed me that all my services are active in the account. He then sheepishly walks back and suggests I go back to the dealer.

So now the car is at the dealer, the guys there are super-attentive, I hope they can fix something, but I am not holding my breath. Got a brand new Macan as replacement car and that only compounds my pain: user interface works flawlessly, maps have a nicer display (better colors, better 3 D rendering) and Apple CarPlay works wirelessly from the first attempt.....

So for the coming days / weeks I am back in my wife's Model 3 - cannot stand the slow response of the ICE. Will update once there is a resolution.

That blows on so many levels. And sadly I may have to start escalating as well. It’s really weird, the Connect app and the website see my car, give me current info, but when I try the remote pre-heating I just get an error message. I’m more than a little irritated right now. Please keep posting, hopefully we can learn from your pain.

 

[Infant]

So the update is that car connection died altogether about 5 days ago. At least I had before Apple Music, weather, map updates - not anymore.

I have exactly the same issue. Everything was working fine previously and all of a sudden, a few days ago, the connection seems to be gone. The Porsche Connect app won't show anything ("No data available") and the connection for Apple Music, weather etc. is gone in the car. My dealership will pick-up my car next Wednesday to apply the updates (according to them, there are 5 updates which need to be applied) and look at this issue. They hope the updates will solve it but will continue searching for the problem if they don't.

I've also contact Porsche through "My Porsche" and they've now said the following: "We are sorry to hear that the issue with the remote functions persists. We will escalate this case to our technical department and get back to you soon with updates."

 

[Jaydoc]

I have exactly the same issue. Everything was working fine previously and all of a sudden, a few days ago, the connection seems to be gone. The Porsche Connect app won't show anything ("No data available") and the connection for Apple Music, weather etc. is gone in the car. My dealership will pick-up my car next Wednesday to apply the updates (according to them, there are 5 updates which need to be applied) and look at this issue. They hope the updates will solve it but will continue searching for the problem if they don't.

I've also contact Porsche through "My Porsche" and they've now said the following: "We are sorry to hear that the issue with the remote functions persists. We will escalate this case to our technical department and get back to you soon with updates."

Don't hold your breath. I got the same response and the they finally got back to me 7-10 days later and said to go to the dealer. They replace some PCM component. The app still shows "no connection to PCM" but I do have some use (like climate). I haven't tried music

 

[Dlurker20]

Don't hold your breath. I got the same response and the they finally got back to me 7-10 days later and said to go to the dealer. They replace some PCM component. The app still shows "no connection to PCM" but I do have some use (like climate). I haven't tried music

My problem is similar but different: I can see my car info in Connect app, but I cannot remotely preheat / cool (MN fall, it’s heat I’m after). I started with my dealer, he contacted the Connect team on my behalf. They were able to replicate the same thing and so I wait again...

 

[Infant]

Don't hold your breath. I got the same response and the they finally got back to me 7-10 days later and said to go to the dealer. They replace some PCM component. The app still shows "no connection to PCM" but I do have some use (like climate). I haven't tried music

Oh, I'm pretty sure they won't be able to do anything. Being the IT guy that I am I reckon this is a connection failure caused by something being broken within the car and that they won't be able to fix remotely. I just wanted to be sure to reach-out through all available channels ;-)

Dealer is picking the car up on Wednesday and will hopefully be able to fix it. I really can't stand having part of the car not working properly.

 

[Grevs]

I'm in the same boat as all of you... Connection failure

Toronto in November is starting to get a bit chilly. I kept receiving a connection error trying to remotely set the climate in my Taycan 4s.

I dug a bit deeper and realized that the odometer in the app was way lower than the car... deeper still I noticed that the app was a snapshot of my car from 2 weeks ago (Parked Location, KM's, charge level etc). I called the support line for connect and they indicated everything looked fine from their end.

Sitting in the car, I then noticed that I couldn't use Apple music or internet radio. This all led me to believe that the car was not communicating with the internet.

I (stupidly) did a factory reset of the PCM and now it won't let me log in to the car (it says invalid credentials though I know they are correct). I'm now in Guest mode with very limited functionality.

Carplay was still working so I was able to navigate around and listen to music etc. but then over the weekend, the volume stopped working. It just sat at -1 and wouldn't let me adjust it.

I now have an appointment booked for service as I've had the car for a month and have the issues above plus a rattle in the passenger door and the damn sun visor clip broke off!

I LOVE the car and the driving but they have miles to go on the software front.

 

[drjhyatt]

I also have problems with P. Connect. Cannot get remote climate control to work, error etc. I have climate setup to run times with timer profiles which seems to work ok. I have reset up the car wifi as I thought that would help correct but no connection. Only time car connects is in my garage hooked to the mobille charger @220v.

 

[Scotty]

Only way to solve connect issues is to do what i did. I emailed all the top porsche execs in germany. N america porsche useless. Within two days they fixed my connect issues. Secondly after i complained re all the calls to customer service and their incompetence they offered me a substantial loyalty reward certificate

 

[Grevs]

Thanks Scotty - how did you get their contact information?

 

[Laish]

I bought my car in June 2020. I have not once been able to connect to pre-heat or precool the vehicle either via the app (cr-app) or the online portal. Im pretty sure this could constitute grounds to return the vehicle as it is part of the contract of sale as it is part of the vehicle specification. If it didnt come with the functionality I would have made that decision and lived with it, but the frustration of having something that you can not use is just ridiculous. I have also emailed them today (UK) but dont expect much. I am still awaiting a reply from Porsche UK about Home Energy Manager (missold as doesnt work with the anderson charger they told me to buy ) that I sent in July 2020.

 

[Jaydoc]

Only way to solve connect issues is to do what i did. I emailed all the top porsche execs in germany. N america porsche useless. Within two days they fixed my connect issues. Secondly after i complained re all the calls to customer service and their incompetence they offered me a substantial loyalty reward certificate

Please share email info. You da man!

 

[svp6]

Please share email info. You da man!

So for those of you who contemplate fixing the problem, beware that it may take a while. Car has been at the dealer for 2 weeks now. They reset all systems, no luck yet. Service guys are nice, but they do not know how to fix it. They are now waiting for instructions from Germany.

Meanwhile I am driving my wife's model 3.... It has some gaps and occasional squeaks, spartan interior but it never fails to preheat whenever I need it. This is beginning to put a dent in my love for the car.

 

[NC_Taycan]

So here's an update on my situation. Brief history. Oct 11 my 12V battery died. Since then I have been unable to log into the car with my Porsche ID and the car has not updated any status on the Porsche servers. The Taycan specialist at my dealer pulled the OTA Communications Module (or OTA Control Module) and found it had latched itself in a state similar to the state prior to customer delivery, however it could not get out of this state so he replaced it. After replacement, I am able to log in to the car with my Porsche ID but I still have problems with my Porsche ID (can't complete the checkout process so can't accept terms and conditions so none of the Connect services in the car work). Anyway, for those of you with both of these symptoms (no update of data to Porsche servers, can't log in with known good Porsche ID), ask your dealer to check out if the OTA Communications Module (OTA Control Module) is good or latched into a bad state similar to pre-delivery.

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