U Can't Connect

MikeG

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Mike
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Indiana
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2018 JL Rubicon
I'm going to tag @JeepCares in hopes that they can help me resolve as the Dealer has not been of any assistance.

I've had this issue since I purchased the Jeep in June of 2018.

None of the UConnect Assist features on the Jeep have work. After pushing the Assist button, either on the touch screen or on the rear view mirror, you are presented with four options - Jeep Vehicle Care, Uconnect Care, Sirius Guardian Connected Services, and Roadside Assist. Strangely, sometimes these options come up and the smaller lettering under the main options (that says "maintenance & warranty" under Jeep Vehicle Care, or "services & support" under the Sirius Guardian) comes up greyed out and sometimes comes up white to match all the rest of the lettering.

In any case, pushing any one of these four options brings up a "phone call" presumably to that service. On my JL that happens and then a timer starts to tell you how long the "call" is, but no one ever answers or if they do, I can't hear them. The "call" goes on for 1:30 or so then times out and hangs up.

Additionally, the screen shows LTE cellular coverage, but as soon as the "call" is place, this drops to 3G. I've tried this parked in my garages. I've tried it outside. I've tried it with a mouse. I've tried it in my house. I've tried it here. I've tried it there. I've tried it everywhere. I've tried it with my phone connected. I've tried it with my phone off. I've pulled the fuse to reset the system - which did nothing. I've tried to soft reset routine, by holding buttons, opening and closing doors - that also did nothing.

Normal phone calls work fine. Siri works fine. Everything else works fine. I have off road pages and they work fine. But it is annoying that this does not work, and for what I paid it SHOULD work.

First dealer trip they pushed the SOS button, did the same thing, only that didn't time out, and they had to disconnect the battery to reset it. They told me to call back and schedule service at a time when a Uconnect specialist could be brought it and they might need to keep the Jeep for a couple days. Fine. I just want it fixed. Called back and made that appointment. No Uconnect specialist was brought in as near as I can tell as they told me that my Sirius Guardian subscription had expired and that is why it wasn't working. As politely as possible I explained that my subscription had NOTHING to do with the issue that had been going on since I bought the Jeep. Fuming, I offered to buy a subscription on the spot. Out of time that day, I made another appointment. This time they had the Jeep for over 4 hours and finally acknowledged a problem with the Uconnect system but said that were not allowed to work on it without authorization from FCA. I waited. They came back and said, sometimes it takes an hour, sometimes a week. So I waited. They finally told me that they would call me when they got authorization from FCA. It has been 2 weeks. I've left 3 messages without a call back.

Anyone aware of anything like this? @JeepCares can you help?!?
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JeepCares

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I'm going to tag @JeepCares in hopes that they can help me resolve as the Dealer has not been of any assistance.

I've had this issue since I purchased the Jeep in June of 2018.

None of the UConnect Assist features on the Jeep have work. After pushing the Assist button, either on the touch screen or on the rear view mirror, you are presented with four options - Jeep Vehicle Care, Uconnect Care, Sirius Guardian Connected Services, and Roadside Assist. Strangely, sometimes these options come up and the smaller lettering under the main options (that says "maintenance & warranty" under Jeep Vehicle Care, or "services & support" under the Sirius Guardian) comes up greyed out and sometimes comes up white to match all the rest of the lettering.

In any case, pushing any one of these four options brings up a "phone call" presumably to that service. On my JL that happens and then a timer starts to tell you how long the "call" is, but no one ever answers or if they do, I can't hear them. The "call" goes on for 1:30 or so then times out and hangs up.

Additionally, the screen shows LTE cellular coverage, but as soon as the "call" is place, this drops to 3G. I've tried this parked in my garages. I've tried it outside. I've tried it with a mouse. I've tried it in my house. I've tried it here. I've tried it there. I've tried it everywhere. I've tried it with my phone connected. I've tried it with my phone off. I've pulled the fuse to reset the system - which did nothing. I've tried to soft reset routine, by holding buttons, opening and closing doors - that also did nothing.

Normal phone calls work fine. Siri works fine. Everything else works fine. I have off road pages and they work fine. But it is annoying that this does not work, and for what I paid it SHOULD work.

First dealer trip they pushed the SOS button, did the same thing, only that didn't time out, and they had to disconnect the battery to reset it. They told me to call back and schedule service at a time when a Uconnect specialist could be brought it and they might need to keep the Jeep for a couple days. Fine. I just want it fixed. Called back and made that appointment. No Uconnect specialist was brought in as near as I can tell as they told me that my Sirius Guardian subscription had expired and that is why it wasn't working. As politely as possible I explained that my subscription had NOTHING to do with the issue that had been going on since I bought the Jeep. Fuming, I offered to buy a subscription on the spot. Out of time that day, I made another appointment. This time they had the Jeep for over 4 hours and finally acknowledged a problem with the Uconnect system but said that were not allowed to work on it without authorization from FCA. I waited. They came back and said, sometimes it takes an hour, sometimes a week. So I waited. They finally told me that they would call me when they got authorization from FCA. It has been 2 weeks. I've left 3 messages without a call back.

Anyone aware of anything like this? @JeepCares can you help?!?
Hi MikeG,
We apologize for our delayed response. We certainly understand your frustrating with this situation. I will gladly have this looked into further if you'd like to send us a private message with your VIN.
Lydia
Jeep Social Care Specialist
 
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MikeG

MikeG

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Mike
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So, I was at the dealer for 3 hours, from 8:30 to 11:30 am today only to have them tell me that they believe an over the air software update to the system will fix it. They don’t know when that update will happen or have any idea if one is planned any time soon. That doesn’t sound accurate to me. The Assist/SOS system works in other Jeeps with the same software. Seems like it would be cheaper for all involved to replace the entire radio/UConnect unit. Any ideas out there?
 

rvb

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Rich
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North Jersey
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So, I was at the dealer for 3 hours, from 8:30 to 11:30 am today only to have them tell me that they believe an over the air software update to the system will fix it. They don’t know when that update will happen or have any idea if one is planned any time soon. That doesn’t sound accurate to me. The Assist/SOS system works in other Jeeps with the same software. Seems like it would be cheaper for all involved to replace the entire radio/UConnect unit. Any ideas out there?
I have the same issue but only with buttons above the mirror. They gave me the same line of BS. They eventually replaced the radio and same dead on arrival. Jeep care specialists are a waste of time refused to help. After 6 months and many dealer visits they acknowledged they don’t know what’s wrong and can not fix it.
 
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MikeG

MikeG

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Mike
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Wow, so both radios they installed in your Jeep behaved the exact same way? Did the system work if you used the touchscreen and not the buttons above the mirror? For the price that we all pay for these vehicles, EVERYTHING should work as promised, at least initially?!?
 

Jenny_a_24

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Jenn
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Canada
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2019 Jeep Wrangler Sahara
I just got my 2019 Sahara 2 days ago. I had issues with my SOS button yesterday and the uconnect gaurdian app. I originally called into customer service to see why my unconnect app wasnt working (i.e. lock, unlock, remote start etc). As the agent was walking me through troubleshooting the issue, he asked me to try to SOS button on the mirror. BIG MISTAKE, it called to the SOS service where an agent answered the phone. I told them that i was just testing the service as per the direction of the uconnect customer service agent. The SOS agent ended the call, however the emergency SOS screen never went away. The SOS service continued to recall to the agents, over and over and over again for over an hour and I had no ability to cancel this. The agents also were not sure how to fix this, so they flagged my vehicle as malfunctioning so that police wouldnt show up at my house. The only advice the agent could provide was to try leaving the vehicle off x 1 hour and see if it resets itself. With the vehicle off it continued to call into the SOS system and finally stopped after and hour and a half. My other option would have been to disconnect my battery so that it wouldnt drain completely. Being as this happened on a Friday evening, after hours there was no one at the dealership at the time this occured or for the rest of the weekend. It is presently working normally again, however I will be bringing the jeep in to service this week.
 
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MikeG

MikeG

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Mike
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2018 JL Rubicon
The saga continues...

@JeepCares had me take the Jeep to another Dealer. I will say this Dealer has been far more helpful. @JeepCares arranged for a loaner car through the Dealer which is very much appreciated.

I demonstrated the UConnect problem to the Dealer. They kept my Jeep for about a week - tried the same things - a soft reset, a hard reset, waiting in vain for an update, etc. None of which worked. They finally indicated that they got authorization to order and install a new radio unit - which is what I've been saying for the last 6 months. It came in and lo and behold, problem solved! I push the "assist" button and can have a 2-way conversation with the Sirius/XM Guardian people. Happy day, or so I thought.

I went to activate the services and got a strange email addressed to "Ty" which is not me, it also referenced a partial VIN# that is not mine. It said that the radio had already been activated and couldn't be re-activated. I called Jeep and Sirius and they had me read them the radio's MSISDN numbers and some others and indicated that the Dealer was supposed to change those numbers, and that my radio's identification numbers are the exact same as someone else's. What are the odds? Exactly. Impossible. More likely is that they put someone else's used radio in my new Jeep. I took it back, and showed them the issue. They admitted that it was a refurbished radio and was probably activated by someone else and now the system thinks that radio belongs to someone else and I'll never be able to activate it. So I was asked by Sirius/XM to fax proof of ownership to them and they would transfer ownership of the radio to my VIN. I did that. Called and confirmed it was complete. Still doesn't work. I'm not able to activate the Sirius/SM Guardian services - not able to locate the jeep, no remote lock/unlock. Jeep has been at the Dealer this time for almost a week and a half. Now they are considering installing another radio, I assume a new one this time.

@JeepCares is offering to compensate me the cost of one vehicle payment for my troubles, which, considering the amount of time and effort that I've had to expend, is not adequate.
 
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