Anyone have a Uconnect open ticket?

[Lemo]

Greetings. I have had an open ticket with Uconnect since June 1. Service representative is very nice and keeps me informed, but the issue has not been addressed by a technical person due to a backlog. Does anyone have experience regarding how long it takes Uconnect to actually work on your problem? Thanks.

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[JeepChicNJ]

Greetings. I have had an open ticket with Uconnect since June 1. Service representative is very nice and keeps me informed, but the issue has not been addressed by a technical person due to a backlog. Does anyone have experience regarding how long it takes Uconnect to actually work on your problem? Thanks.

What's your issue that you have an open ticket?

 

[Lemo]

I have a 2024 with the new infotainment system. Part of the system includes an Off Road Pages display (pitch/roll, temps etc…). This app does not display unless a factory reset is done on the system and then it only lasts a few days before the ORP app crashes and unsuccessfully attempts to load for months at a time.

 

[JeepChicNJ]

I have a 2024 with the new infotainment system. Part of the system includes an Off Road Pages display (pitch/roll, temps etc…). This app does not display unless a factory reset is done on the system and then it only lasts a few days before the ORP app crashes and unsuccessfully attempts to load for months at a time.

I have the same issue, plus my Voice Command buttons on steering wheel do not work for Jeep commands.
Have to use Android Auto which I'm not a fan of.

 

[Lemo]

My uconnect customer service representative seems to think it’s a software issue. But we’re now approaching two solid months without an actual diagnosis by a technician.

 

[Vegas Tracker]

I have been trying to get Off Road Pages to load since I bought my Wrangler a few months ago. I tried a factory reset of the Infotainment System and the ORP appeared for a couple of days. After waiting a few weeks for Customer Service - Jeep Connect - to figure it out, I did another factory reset and the ORP reappeared. Jeep Connect closed out my case, but said to recall if it happened again.

Eight days later, the ORP disappeared again. I called back and Jeep Connect couldn't "re-open" my case, so they opened another case for me. FYI, I have never seen an Over-The-Air Update. It's all pretty frustrating because it looks like this is a common problem, but when I talk to Customer Service they don't seem to understand what the problem is.

 

[Lemo]

Sounds exactly like my problem. I’ve been told an OTA update is needed. Been waiting over 2 weeks for the OTA. My ticket has been open for 80 days with Uconnect.

 

[Lemo]

I have been trying to get Off Road Pages to load since I bought my Wrangler a few months ago. I tried a factory reset of the Infotainment System and the ORP appeared for a couple of days. After waiting a few weeks for Customer Service - Jeep Connect - to figure it out, I did another factory reset and the ORP reappeared. Jeep Connect closed out my case, but said to recall if it happened again.

Eight days later, the ORP disappeared again. I called back and Jeep Connect couldn't "re-open" my case, so they opened another case for me. FYI, I have never seen an Over-The-Air Update. It's all pretty frustrating because it looks like this is a common problem, but when I talk to Customer Service they don't seem to understand what the problem is.

Sounds exactly like my problem. I’ve been told an OTA update is needed. Been waiting over 2 weeks for the OTA. My ticket has been open for 80 days with Uconnect.

 

[b22wheeler]

Hey! I had a similar situation with Uconnect last year. My issue took about a month to get resolved because they were swamped. The rep kept me in the loop, which was nice.

 

[Lemo]

Hey! I had a similar situation with Uconnect last year. My issue took about a month to get resolved because they were swamped. The rep kept me in the loop, which was nice.

B22Wheeler, how was your off road pages/Uconnect problem fixed?

 

[Vegas Tracker]

My Jeep Connect Rep called today with the following update:

This issue is a "widespread problem" that they are working to correct. My Rep will call me weekly to check in with any updates from their tech team.

They didn't ask, but I did another factory reset on the Infotainment System yesterday and the Off Road Pages are back. Last time, they disappeared again after 7 or 8 days. Fingers crossed!!

*UPDATE* ... and the Off Road Pages disappeared (again) the next day.

 

[Lemo]

Just updating my own thread. Absolutely no resolution to my off road pages issue. Nada, zip, zilch.

 

[Vegas Tracker]

Just updating my own thread. Absolutely no resolution to my off road pages issue. Nada, zip, zilch.

same.

Since my last post:

1. I dm'd Jeep Cares (?) here and provided all the info they requested. I was told I have an open ticket and advised to get the "ON X OFFROAD App". which is a subscription app ($$$) that really has NOTHING to do with the missing Off Road Pages in my Jeep.

2. On Sept. 27, my Technical Services Rep at Connected Services Customer Care recommended I call "Jeep Customer Service" at 877-426-5337 to see if I qualified for a Head Unit replacement under warranty.

3. I called above number and after being placed on hold several times while he researched the issue, I was told by "Dale" this is a "Connected Services" issue.

Dale stayed on the line while he transferred my call to 800-777-3600. Man said 'this is a subscription service, and your trial has ended; you need to subscribe'. I told him it's NOT the Trails app package, it's the OFF ROAD PAGES which is NOT a subscription as it has gauges which are part of the regular display (when it works). He realized he was wrong and after several "on-holds", he transferred me to "Jeep Wave Customer Care".

Jackie at Jeep Wave (844-533-7928) told me because I have premium service, I should ONLY be contacting this number for any issues. She said she opened ANOTHER case for me and there would now be a Case Manager (different division than the Tech Services Rep at Customer Care) and I would hear from this Case Manager in 1-2 business days.

Total time of call: 1 hour 32 minutes

4. This past Tuesday, the "Case Manager" called and told me it has to be handled by the "level 2" representative who happens to be my previous Technical Services Rep who started my most recent chain of phone calls! The new Case Manager tried to three-way the call with my Rep, but he wasn't available. So, they promised to call me back when they could get the Tech Rep on the line with me!!!!

It seems that a couple of the folks they had on the line or who they consulted while I sat on hold during this process have no idea what Off Road Pages are; as a couple have tried to say it's a subscription service and my trial period has expired.

I know this probably doesn't help you, but that is my update!

 

[Lemo]

Man, that’s terrible. I’ve been told by Uconnect that the disappearance of ORP is a software issue and an over the air update is needed. Extremely frustrating as my rep can’t effectively communicate with the other side of the Uconnect house to let me know when the OTA will be sent. Strong argument for never buying a vehicle from Jeep or anything associated with Uconnect.

 

[Lemo]

Yet another update to my Off Road Pages saga. I’ve been working with Jeep/ Ram Connect Customer Care. I’ve been waiting for an OTA update which I was told would solve my problem. Received an update late last week to U29.44 which DID NOT bring back ORP. Did a soft and factory reset - still no fix. This has been going on since April 2024.

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