TomTom Customer Service Issues

Archive 2

The following are issues that customers reported to GetHuman about TomTom customer service, archive #2. It includes a selection of 20 issue(s) reported May 3, 2019 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Dear Community Members, I am in my 70s and only learned to drive at 58. My husband gifted me a TomTom 1 when I passed my test, which I used by updating maps on my computer. Recently, the maps stopped updating correctly and became unreliable. After relocating last April to a new area, I heavily rely on my Sat Nav due to my poor sense of direction. During a recent trip back to my hometown, the Sat Nav worked flawlessly. However, on the way home, it malfunctioned, leaving me stranded until I could call my husband for help. Now I have received an email asking me to purchase a new sat nav, which disappoints me. Considering the investment I have already made in map updates that did not fulfill their purpose, I am hesitant to spend more money on a new device. Regards, Ann R.
Reported by GetHuman2854867 on Friday, May 3, 2019 6:56 AM
I purchased a TomTom Go Premium X on Tuesday, May 7th at 1:30 PM. The order number provided by TomTom in their confirmation email was #[redacted]. Even though TomTom offered free delivery, I opted for next day delivery for an additional £7.99, promising delivery if ordered before 4 PM. As of Thursday, May 9th, my order has not been delivered, and the goods are still in the Netherlands according to TomTom's shipping email. I would like a refund of the £7.99 fee as the promised next day delivery was not met. I am finding it challenging to get in touch with TomTom. Thank you, Robin B.
Reported by GetHuman2892500 on Thursday, May 9, 2019 1:24 PM
I kindly request if there are plans to update the maps for Antwerp, Belgium, to reflect the ongoing road works in the city center. On two occasions within four months, I have been rerouted from the Antwerp Ring through the city and led to the same dead end due to inadequate signage. Navigating out of the city is challenging, especially since my TomTom navigation system keeps directing me to the same dead end through different routes. I have been a loyal user of TomTom for many years and I am disappointed that these long-term road works have not been incorporated into an update. Best regards, T. Ford
Reported by GetHuman-tonyfor on Thursday, May 9, 2019 4:19 PM
Hello, I am experiencing difficulty accessing my drive connection due to forgetting my password. Despite attempting to use the "forgot my email" button, I have not received an email to reset my password. Upon visiting the homepage, after entering my email and clicking submit, nothing happens. I have also checked my spam folder for any potential emails but found none. When attempting to create a new account, the system indicates that my email address is already associated with an existing account. I kindly request your assistance in sending me an email to reset my password so that I can access my drive connection and update my satnav. Your prompt response will be greatly appreciated. Thank you, Alexandra
Reported by GetHuman2949554 on Sunday, May 19, 2019 4:20 PM
I bought a TomTom VIA 1505M from Canadian Tire in Kingston, Ontario on 7/14/[redacted]. I tested it in my city twice and then recently on an 8-hour journey, but it failed to get a GPS signal when I needed it the most. I got lost, wasted time, and felt frustrated. I had to rely on my son guiding me through the phone to complete my tasks and find my way back. Despite updating the device with my son, we still couldn't get a valid GPS signal. I am extremely disappointed with the quality of the $[redacted] unit I purchased. It cost me time, money, and a lot of frustration. I have the receipt, and the device is in perfect condition. Can you assist me with this seriously faulty device? Thank you.
Reported by GetHuman-anomasil on Monday, June 3, 2019 11:50 PM
Hello, I'm encountering difficulties trying to get my old TomTom Raider [redacted] up and running, as it won't allow me to download the map and keeps showing error [redacted]. I've attempted to reset, delete, and reinstall without success. I even tried purchasing a new map, thinking the old one might have expired, but I still receive the same error message. I searched the forum for solutions but couldn't find any that apply to my situation. I recall that when I transitioned to a new device that uses MyDrive instead of TomTom Home, I had to remove the old device from my TomTom account as it wouldn't support two connected devices. I'm unsure if this information helps identify the issue, but I'm including it just in case. The serial number is K44514Y00092, the model is 4GD00, and there's another number I'm unsure about, 4GD0.[redacted].00R. Thank you for your assistance, Alex.
Reported by GetHuman-lallasro on Monday, June 17, 2019 12:46 PM
I'm having an issue with my TomTom Start 50/5. The voice instructions stopped working suddenly. Everything was set up correctly for the outbound trip, and I was receiving audio guidance. However, on the return journey after selecting "take me home," there was no voice sound from the device. I even tried it on another route with no success. I checked the voice settings, and they all seem to be in order. I'm not sure what else to try. Any suggestions would be appreciated. Thank you. - Kay
Reported by GetHuman-kaycmal on Thursday, June 20, 2019 4:37 PM
I own an old TomTom that I purchased in the US a while back. After moving to France, I encountered issues when updating it recently. I received a notification that the updates were too big for my device, prompting me to purchase a new one, which I did. The payment went through, but unfortunately, I never received the new TomTom. I've been unable to find assistance from the French or English TomTom websites, or even the UPS website.
Reported by GetHuman3128772 on Saturday, June 22, 2019 5:43 AM
I request the feature to stop the auto scaling on the software while using MyDrive. I prefer to view the complete route map on my own terms. Regarding the routing algorithms, there's room for improvement. A better way to plan a long route with a mix of scenic and highway options would be beneficial. Modifying the route should not lead to a complete overhaul, restrict waypoints, and rescale the entire journey map of [redacted] miles. This issue is quite frustrating. It seems necessary to have users who travel actually test the software, not just engineers focusing on theoretical best practices. Having to break the journey into multiple segments as a workaround is not an ideal solution. There's a need to enhance the routing software's user experience to align better with the hardware. Otherwise, myself and others might consider switching to an alternative product (like TOMTOM Rider [redacted] over Garmin [redacted]).
Reported by GetHuman3166776 on Saturday, June 29, 2019 11:36 AM
I bought a TomTom [redacted] on June 6 for $[redacted].97 and returned it on June 10. It's been several weeks, and I haven't received a credit on my credit card or any update on the return. I'm a long-time customer but don't want the WiFi [redacted] model as I couldn't use it. My contact info is [redacted] and I paid with a VISA card that I had to close due to a theft. Please reach out by phone or email to arrange a refund to my new address. My number is [redacted]. Appreciate your assistance, Thomas M. 61 Perimeter Drive Sartell, MN [redacted]
Reported by GetHuman-tmehelic on Saturday, July 27, 2019 2:43 PM
I have been unable to find a way to send an email about a problem not covered by your FAQs. I hope this message reaches the right group. The battery on my GO [redacted] completely discharged. When I connect it to my computer via USB, it shows the starting tone, the world map, a white progressing line up to "TOMTOM," then a thin red or green line shoots across the screen. Following this, the screen goes black with a rapidly moving circular symbol. Afterwards, a screen with a computer linked to a TOMTOM, displaying a red "x" by the computer and a red triangle on the TOMTOM. "Restoring your device XX%. Do not disconnect your device" is shown on MyDrive Connect. The TOMTOM [redacted] keeps attempting to restart but the cycle repeats. How can I resolve this issue with my TOMTOM? Thank you. - Roderic G.
Reported by GetHuman3494925 on Wednesday, August 28, 2019 10:01 AM
On August 23, I bought a Start 52 TomTom from Feu Vert in France. Unfortunately, I am experiencing incredibly slow performance with the device. The touch screen is unresponsive, and the maps are not up to date, making it worse than even the lowest Mappy model. I am seeking advice on how to address these issues, especially since I will be traveling to Spain soon. Despite having completed all updates and having a memory card installed, I am disappointed by the negative reviews I have seen. In the meantime, I have reverted to using my old Garmin Nuvi 55. I am curious if all your TomTom models are as challenging to use. I must add that my son owns an older TomTom that functions well. Thank you. - R. L.
Reported by GetHuman3558468 on Monday, September 9, 2019 2:32 PM
I sent my TomTom Blue & Me for repair. I paid [redacted] euros and received a replacement that doesn't connect to satellites. After returning it and receiving another faulty one, I'm stuck. I had a discussion with customer support Netherlands (incident number [redacted]62) last July, agreeing to resume dealing with the issue after my trip. Trying to follow up using the incident number and other emails failed, receiving an automated reply. I'm now left with a non-functioning device after paying [redacted] euros. Can someone guide me on how to reach the correct service department? Thank you.
Reported by GetHuman3659033 on Friday, September 27, 2019 8:05 AM
During my recent trip to Europe, I connected my TomTom GO [redacted] TM World Traveler Edition to TomTom MyDrive to check for any available map updates. Unfortunately, I was notified that map support for this model is no longer provided. Despite several downloads, when the device restarted, an error message appeared saying "No maps found." I tried various troubleshooting steps to restore the map display but was unsuccessful. In urgent need of a GPS, I ended up purchasing a Garmin device, which worked flawlessly for the remainder of my vacation. Now back in the US, my TomTom still displays "no maps found." I need assistance resolving this issue to restore the maps on my device.
Reported by GetHuman-berndts on Sunday, September 29, 2019 8:35 PM
I mistakenly purchased the same maps twice due to confusion on the TomTom website. Despite downloading the maps, I was still charged twice through PayPal. Can I receive a refund of €99.90 for the duplicate purchase? Here are the order numbers for reference: pedido [redacted]27 for a European map, pedido [redacted]33 for a USA map, and pedido [redacted]16 for a European map, USA map, and speed camera. Thank you. - V.E.C. Crump
Reported by GetHuman-rotcivpm on Saturday, October 5, 2019 1:58 PM
I encountered issues updating my TomTom [redacted] Go, causing the device to malfunction. Despite having my locations saved in MyDrive, the UK map is missing after a factory reset. Even after trying to reinstall corrupted files, it only offers maps for Canada, Mexico, and the USA, which is not ideal since I reside in the UK. Additionally, connecting to MyDrive has been problematic as I keep receiving password errors, even after resetting it. I have been unable to find a solution on the support pages provided. I am seeking assistance via email or phone but have not found contact information for support.
Reported by GetHuman3718513 on Monday, October 7, 2019 1:44 PM
I own a TomTom GO [redacted] and recently attempted to update it, which resulted in a lengthy downloading process. Subsequently, I was prompted to download a map before the device could be used. Despite spending six hours on attempting the download, I received continuous error messages stating "download failed" or indicating that a map was required. A TomTom computer engineer advised me to download maps of Europe, the UK, and Ireland in sequence, checking in every three days. Despite stressing the urgency of the matter due to upcoming holidays, my requests for assistance were not addressed, leading us to rely on a different map service during our trip. Upon returning, I made further unsuccessful attempts to rectify the issue through downloads. At this point, frustration has peaked, and I am considering sending the TomTom for repairs, as the device has been rendered unusable for three weeks now due to the download malfunction.
Reported by GetHuman-compass_ on Wednesday, October 9, 2019 12:55 PM
Dear Sir/Madam, Yesterday, my navigation device was working well. However, when I tried to use it again, it would not turn on. Despite properly charging it, the touch screen stays black even after holding the power button for a few seconds. I also didn't hear the usual start-up sound. It remains completely unresponsive. The device in question is a TomTom GO [redacted] Wi-Fi with the serial number ZE2209I01311, purchased on August 25th, [redacted]. I have attached the relevant Amazon purchase order. Kindly advise me on how to proceed with claiming the warranty for this device. I will follow any necessary steps. I am currently using this navigation device in Mexico. Thank you in advance for your assistance. Sincerely, Carlos R. Torres.
Reported by GetHuman-cromuald on Wednesday, October 23, 2019 9:40 PM
Two years ago, I purchased a TomTom 52 in Australia. Unfortunately, I am unable to update the maps because I only have an iPad without a USB connector. I attempted to use my partner's laptop with a USB connection, but accessing it was too challenging. I registered my device with you two years ago and receive emails. Can you provide assistance? I will be relocating to Amsterdam, where your headquarters is located, in April [redacted]. I am hoping to receive in-person help to get my TomTom up and running if email support is not feasible currently. Kind regards, Marijke Eysbertse.
Reported by GetHuman-eysberts on Thursday, October 31, 2019 12:11 AM
I'm having trouble connecting my phone to my TomTom device. When I try to scan the barcode, I place my phone and the GPS together, but nothing happens. Additionally, the unit doesn't recognize my internet connection at home or when I attempt to connect through my phone while traveling. I've been trying to call for assistance, but the number I have isn't recognized when I dial. Thank you, Paulibe.
Reported by GetHuman3858617 on Thursday, October 31, 2019 6:49 AM

Help me with my TomTom issue

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