TomTom Customer Service Issues

Archive 1

The following are issues that customers reported to GetHuman about TomTom customer service, archive #1. It includes a selection of 20 issue(s) reported March 14, 2016 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I am experiencing frustration with the product and customer service I received. After downloading an update for my TomTom device, I encountered difficulties installing it. The update order number is Order number: [redacted]64. I received an email with instructions to activate my new HD Traffic subscription, but I cannot find the "My TomTom account" option as directed. Despite trying to log in to the support page, I keep getting an error message stating that my username or password is incorrect or that my account has been disabled. I have attempted to reset my password and create a new account, with no success. Visiting troubleshooting and customer service sites has not provided assistance as they require GPS information that I do not possess. When I try to use the contact option, it redirects me to the unhelpful customer service site repeatedly. I simply wish to install the HD Traffic feature that I paid for into my GPS, access fuel prices, and update my maps without encountering obstacles during the process.
Reported by GetHuman-planetwa on सोमवार, १४ मार्च २०१६, सुबह ९:२८ बजे
Hello, I have been trying to find a way to reach out to you, and this seems to be the only option. I hope you don't mind. My husband purchased a [redacted] Smart Four car for us to use on holiday with our motorhome. Unfortunately, the car did not come with the SD card, and when he contacted the retailer, they were asking for over £[redacted] for it. Since the car was already an investment, we feel disappointed by this situation. We noticed the SD cards on eBay for £75, but my husband is hesitant to buy from there as he is concerned about lack of support. Is it possible for us to buy one directly from you? Thank you for reading this message, and I hope it reaches the right person. Kind Regards, Mrs. Carole H.
Reported by GetHuman-caroleah on शनिवार, २८ जुलाई २०१८, रात ९:०८ बजे
Subject: GPS Navigation Issue with VIA [redacted] I consistently keep my GPS device on, ensuring regular backups and updates. Approximately 6 months ago, my TomTom VIA [redacted] began experiencing odd behavior. While driving, it would suddenly provide directions to past destinations or cycle through menu screens. Despite my attempts to pinpoint the cause by considering various factors like weather and surroundings, I couldn't find a solution. Recently, during a drive through rocky terrain in northern Ontario, the device started scrolling through unfamiliar menu screens. I have attempted to reboot it multiple times without success. Could it possibly be haunted? Though not a critical issue, it could be unsettling for my wife. Any assistance would be greatly appreciated. Thank you, M. Hambourg
Reported by GetHuman-myronham on मंगलवार, १४ अगस्त २०१८, रात ८:१६ बजे
I received an email from TomTom informing me of available updates for my TomTom XL device. I followed the instructions provided to update the device. However, upon disconnecting from the PC and checking the outcome, I received a message stating "No maps found." I followed the instructions for this issue and attempted to update again, only to be notified that my device did not have enough memory to download maps. I was then given the option to reduce maps to the southern US and Mexico, but still faced the memory issue. It is frustrating that TomTom would prompt me to update knowing my device's memory limitations. I attempted to seek live technical support but was unsuccessful. TomTom offered to sell me a new unit as a replacement, compounding the issue.
Reported by GetHuman-gbravene on सोमवार, १७ सितम्बर २०१८, दोपहर ४:५२ बजे
Dear Sirs, My name is Emilia Colon, and I recently retired and relocated from Maryland to Puerto Rico. I am looking to utilize my GPS in my new vehicle. The promotional code I have is: PPBGH39RFCF. I've encountered difficulties connecting to My Drive and experienced security issues with hackers, prompting me to update my email, password, and phone number. My new email address is [redacted], and my new phone number is [redacted]. I am also interested in connecting my GPS to my car's screen, if possible. I have lifetime map updates, and although it is an older model, it functions well in the States. I am in need of maps for both the States and Puerto Rico, as I may visit friends if I travel there. Any assistance you can provide would be greatly appreciated. Thank you.
Reported by GetHuman1271115 on शुक्रवार, ५ अक्टूबर २०१८, रात १०:०० बजे
Hello! I am uncertain where this message will reach or whom I should address it to, hoping it lands in the right department. I own a Tomtom GPS running watch that I truly adore. I use it daily for regular wear and exercise. Recently, I encountered some issues and would like guidance on possible warranty coverage or solutions. I wonder if anyone could offer assistance? I bought this watch around a year and a half ago, and it has been beneficial. After a run, while removing the watch, the unit slipped out of the band and got cracked upon hitting the ground. Despite the cracked screen, it remains usable. However, I've noticed some spots forming beneath the cracked glass, resembling water spots, which concern me. Although the watch functions well for now, I am worried. I seek advice on repair or replacement options. Thank you in advance for your help! Best regards, J.G.
Reported by GetHuman-jeffgarr on शुक्रवार, १९ अक्टूबर २०१८, रात ९:२७ बजे
Hello, I am a 'GO [redacted] Wi-Fi' device user seeking assistance. I contacted Tom-Tom in May [redacted] (Case Ref [redacted] - [redacted]) regarding my device's Wi-Fi connectivity issue preventing software and map updates. Despite attempting to use the WPS button on the router as advised, the problem persists. Upon a recent reattempt, I encountered an 'Authentication problem' with the router, though other devices in my household connect without issue. Using the WPS button resulted in a prolonged 'Connecting to the network...' message without success. Hence, I tried connecting my device to the computer via cable, similar to how I previously synced my Start XL model. Unfortunately, the cable connection displayed 'No device connected' on the computer screen, indicating a further obstacle. I noticed a female socket at the base of the 'GO [redacted] Wi-Fi' device, measuring approximately 11 mm and wondered if this is intended for data transfer. Kindly advise on the appropriate cable for this purpose. The inability to update my 'GO [redacted] Wi-Fi' remains vexing. I eagerly await your guidance on resolving this issue. Thank you, P. S.
Reported by GetHuman-stibbard on गुरूवार, १ नवम्बर २०१८, दोपहर ११:२६ बजे
I'm curious why downloading a TomTom 5MB speed camera update takes more than 4 hours and fails to install correctly even after multiple attempts. I have a 50MB network and use a Windows 10 laptop with the latest MyDrive Connect software. Each time I update my TomTom Go [redacted], it takes days to finally download and install the software on my device. Now you're suggesting an upgrade when the current update process is so problematic. The forums are inundated with similar issues. Can someone address and resolve this matter? Regards, Mark
Reported by GetHuman-markjon on बुधवार, ९ जनवरी २०१९, दोपहर १०:०० बजे
I am using a Windows 10 computer with 22GB of free space on the hard drive. I bought a map of New Zealand for an upcoming trip starting next Monday. I added a 31GB memory card with 5GB of internal memory remaining. My WiFi connection is at 28Mbps. When I try to add the map, it shows 31GB available, but the purchased map is not mentioned. When I check for updates using "Updates and New Items," it only says my TomTom Via is up to date without recognizing the new NZ map. I then opened MyDrive Connect but struggled due to the small font size, requiring me to adjust screen magnification to see the content clearly. However, once logged in, the sections for "My Device," "My Content," and "My Account" are missing. I'm at a loss after spending £45 without access to my newly purchased map. Any assistance would be greatly appreciated.
Reported by GetHuman2007270 on सोमवार, २१ जनवरी २०१९, दोपहर १२:३८ बजे
Suction Cup Issue with TomTom Go Live [redacted] I had high hopes when I purchased my TomTom device, even paying extra for updates within months of buying it. However, my excitement has turned to frustration as the suction cup fails to stick to my windscreen just a year later. I recently discovered that replacement suction cups are no longer being made, leaving me unable to use my device as intended. Despite my efforts to find a solution online, contacting TomTom Customer Care, and visiting various stores, I have been unsuccessful in resolving this issue. It is disheartening to see that new accessories offered by TomTom are not compatible with older models like mine, making it impossible to continue using a device that was once reliable. As a loyal customer, I expected better treatment and support from a company with a large customer base. I used to be satisfied with my TomTom, but now I am disappointed with the lack of options to address this problem. It is regrettable that my positive experience has been overshadowed by this inconvenience. Sincerely, Petra K. (P.S.: Is there any assistance available?)
Reported by GetHuman-meretz_a on मंगलवार, २९ जनवरी २०१९, रात २:१५ बजे
I have reached out to TomTom support numerous times regarding transferring ownership of a TomTom device from a friend. However, every time I contact them, I receive a message requesting me to update my contact information. I am eager to speak with a human representative and not receive automated responses. Could I please be provided with direct contact information regarding case number [redacted]33? The incident was initiated by Joe Schulein, and if TomTom reviews my emails, the issue will become clear. For direct communication, I can be reached at +27 63 [redacted] or via email at [redacted] Thank you, JJMcKnight. P.S. The provided UK phone numbers do not seem to function.
Reported by GetHuman-jackmckn on मंगलवार, १२ फ़रवरी २०१९, दोपहर १०:५७ बजे
I purchased a TomTom One XL several years ago, but I have had numerous issues with it during the few times I've used it for navigation. The device often freezes or shows a blank screen, requiring me to let the battery drain to reset it. After assuming I was making mistakes, I now believe the problems are caused by the software. Carrying a paper clip for constant resets is inconvenient and unacceptable. A recent journey without GPS left me in the dark, emphasizing the unreliability. I am considering upgrading to a TomTom Go [redacted] or [redacted], but the extra cost for a carry case is frustrating. I am hesitant to invest in a new device without a guarantee that it will not have the same issues. I hope TomTom can address these concerns promptly. Thank you for listening. - Angela D. Hardy
Reported by GetHuman-cyberang on शुक्रवार, ८ मार्च २०१९, दोपहर १:२८ बजे
I have a TOMTOM Start 25 that is not yet two years old. It functions, but takes an excessive amount of time to locate the GPS position. Sometimes it takes up to 15 minutes even when starting from the last known position at home. This delay is frustrating, especially for short distances with unfamiliar routes. I recently updated all the software without any issues. A friend of mine uses a different TOMTOM model that can pinpoint the location within seconds, even inside our living room. Should I bring my Start 25 back to "Saturn," where I purchased it, for repairs? Or is it possible to exchange it for a better model by paying a small additional fee?
Reported by GetHuman-siebel on सोमवार, १ अप्रैल २०१९, दोपहर १:५० बजे
Dear Customer Service, I hope this message finds you well. I am writing regarding the concerning situation I have encountered with my recent subscriptions. I recently received notification that my LIVE Services subscription and Speed Cameras subscription both expired on 18th March [redacted], despite having made payments for both on 2nd March [redacted]. The Order Numbers for the successful payments were [redacted]28 and [redacted]45. Additionally, I have lifetime subscriptions for Tom Tom Traffic, Speed Camera Updates, and Map Updates. Given these subscriptions, I am confused by reminders I received for payment in February [redacted] and [redacted]. I upgraded from a Tom Tom GO [redacted] LIVE to a TRUCKER [redacted] on 8th March [redacted] due to driving a Motorhome. Could you please clarify if the payments made in [redacted] and [redacted] were necessary and, if not, arrange for a refund? I kindly request your assistance in reconnecting me to the necessary services. Thank you in advance for your prompt attention to this matter. Sincerely, Alan Clark
Reported by GetHuman-alanjan on बुधवार, ३ अप्रैल २०१९, दोपहर ३:३१ बजे
I recently bought a TomTom 4AA53 from Halfords in Leicester on January 27, [redacted]. I had plans to go to Britannia Hotel, Newcastle Airport, NE13 8DJ. However, my TomTom kept directing me to Glasgow or even Ireland when I entered the address. Even after getting a replacement from Ravi at Halfords, the issue persisted, incorrectly recognizing Newcastle as Glasgow. I used to visit the same address with an older model TomTom without any problems. I am wondering if there are any solutions to this recurring problem.
Reported by GetHuman-kalonji on बुधवार, ३ अप्रैल २०१९, रात ९:१० बजे
1--- I downloaded the map for Europe, but the via [redacted] only has 4 gigabytes available, and the map is over 4 gigabytes. Unfortunately, I can't delete anything, and my device doesn't have an SD card slot. I'm unable to change to the Europe section 8 as the 'continue' button is inactive and does nothing. Can someone please guide me on what steps to take next? 2--- I appear to have three order numbers, which means I might be charged three times for the same item. Additionally, I'm unable to access the full Europe map I paid for and have to settle for a smaller version. Feeling frustrated and regretful for not listening to the reviews.
Reported by GetHuman-szemetem on मंगलवार, ९ अप्रैल २०१९, दोपहर ४:१७ बजे
During my recent trip to Switzerland, my car's navigation system malfunctioned, leading me to purchase a European map online. Unfortunately, the process turned into a frustrating ordeal. Initially, I believed I had only bought updates due to an invoice error sent by the company. This confusion led me to accidentally order a second map. Despite being tech-savvy with online shopping, I found downloading the maps excessively complex. The presence of two different TomTom icons only added to the confusion. Despite repeated emails prompting me to download the second map, I have not and have no intention to do so. I am requesting a refund for this unused purchase, as per the website's policy, which states I can contact customer service from April 7th onwards. Please issue the refund promptly. Sincerely, Deedee.
Reported by GetHuman2721581 on गुरूवार, ११ अप्रैल २०१९, सुबह ९:१६ बजे
A few weeks ago, I tried to update my Go Live sat nav but was informed that the system was corrupt. I agreed to a lifetime upgrade for £[redacted] plus the upgrade. However, I faced issues connecting the device despite efforts on both my and my friend's computers. After receiving a replacement cable that was incorrect, I purchased one from TomTom. When I tried using it in the car, I couldn't even get the location map to display - only the TomTom caravan picture. I suspect something is amiss as I am now £[redacted] poorer with a non-functional device. I have dealt with GPS Expert UK Ltd and the telephone numbers provided are [redacted]5 and [redacted]8. The updated system doesn't work, and the new connecting wire is not recognized. I seek guidance on resolving this issue.
Reported by GetHuman-tomkylel on गुरूवार, २५ अप्रैल २०१९, रात ९:२३ बजे
Hello, I purchased a Start 62 GPS unit from an eBay dealer last September for a road trip from Latvia to Denmark. Unfortunately, the trip was canceled before I could even use the device. Recently, I tried to use the GPS, but it seems to be defective. After consulting with two computer experts and a GPS store specialist, they determined that the unit is not functioning properly. The GPS specialist mentioned it might be due to a faulty wire connection or a motherboard issue, as updates cannot be installed on the device.
Reported by GetHuman2813643 on शुक्रवार, २६ अप्रैल २०१९, दोपहर ११:०४ बजे
I recently updated a map on my TomTom GPS and paid for it. However, I'm facing an issue where the map won't install as it requires an SD card which my device does not support. It's been 10 hours and I still haven't been able to reach customer service for assistance. I would like a refund as it seems they should have known this map wouldn't work on my device. I've been trying to contact them all afternoon with no success. Just a heads up for other customers to be cautious in this situation.
Reported by GetHuman-doccdavi on गुरूवार, २ मई २०१९, रात १:०३ बजे

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