RAM Care Please read - Uconnect connected services issue - Resolved

[phatboy64]

This post is part me venting but also asking if anyone has had this issue and was able to resolve it.

I have been dealing with this issue since June with no resolution in site. The feature I am talking about is the ability to us the app to remote start (and other things) the truck.

Back in June when my trial period for the connected services was about to expire I tried to renew the service and was unable to. I called the support number and they were unable to get my subscription to work either. They said it has to do with my account being in one system and the truck in another and that they needed to escalate. Well it is going on three months now and all I get when I call is "we are working on it".
I travel for extended periods of time ( three months or so at times) and don't feel comfortable leaving the engine sitting that long without it being started and having oil run through the system so I like to remote start it periodically . I also like to set the boundary and valet settings, this would alert me if the truck was stolen in my absents. For me I don't consider this a comfort feature. I cant believe that this is such an issue that FCA cant fix it...

Has anyone had this issue ? Any thoughts on who/how I could escalate?

 

[jsalbre]

I don’t have a solution for you unfortunately, but you should be aware that the truck will only let you remote start it a few times between actual start button pushes. I forget the actual number.

 

[Wheelz]

I had something similar. When my services were over for the trial period, all the connected services were disabled even though I had a credit card on file for auto renewal. When I called, whoever I spoke to had no clue on my why services were disabled and they couldnt re-activate. So, just by doing research, I found the support page for connected services. I created a case and some tech called me and we solved it. They had to reset my account then I had to file a credit card so it can auto-renew every month otherwise, the system will just cancel your services again.
If you created an account on uconnect services you can escalate it there on the "Support Tab". Their system creates a "ticketing/Case #" system and you can track your "ticket issue". Do this on a desktop PC..NOT on your phone. Good Luck.

 

[44Dan44]

Any thoughts on who/how I could escalate?

Looping in @RamCares

 

[phatboy64]

I had something similar. When my services were over for the trial period, all the connected services were disabled even though I had a credit card on file for auto renewal. When I called, whoever I spoke to had no clue on my why services were disabled and they couldnt re-activate. So, just by doing research, I found the support page for connected services. I created a case and some tech called me and we solved it. They had to reset my account then I had to file a credit card so it can auto-renew every month otherwise, the system will just cancel your services again.
If you created an account on uconnect services you can escalate it there on the "Support Tab". Their system creates a "ticketing/Case #" system and you can track your "ticket issue". Do this on a desktop PC..NOT on your phone. Good Luck.

Thanks! I am going to give that a try…

 

[phatboy64]

I don’t have a solution for you unfortunately, but you should be aware that the truck will only let you remote start it a few times between actual start button pushes. I forget the actual number.

I would be happy if I could remote start it once a month just to get the fluids flowing..

 

[jsalbre]

Actually, now that I think about it I had an issue with mine when my trial ended and I renewed. It wouldn’t recognize the services were active. I ended up doing a factory reset on the UConnect and it started working.

No idea if this will help you or not, but might be worth a shot.

 

[phatboy64]

Actually, now that I think about it I had an issue with mine when my trial ended and I renewed. It wouldn’t recognize the services were active. I ended up doing a factory reset on the UConnect and it started working.

No idea if this will help you or not, but might be worth a shot.

Well I did do the factory reset to fix the side camera when using the directional But I don’t remember if that was before my trial expired. Worth a shot..

 

[phatboy64]

I had something similar. When my services were over for the trial period, all the connected services were disabled even though I had a credit card on file for auto renewal. When I called, whoever I spoke to had no clue on my why services were disabled and they couldnt re-activate. So, just by doing research, I found the support page for connected services. I created a case and some tech called me and we solved it. They had to reset my account then I had to file a credit card so it can auto-renew every month otherwise, the system will just cancel your services again.
If you created an account on uconnect services you can escalate it there on the "Support Tab". Their system creates a "ticketing/Case #" system and you can track your "ticket issue". Do this on a desktop PC..NOT on your phone. Good Luck.

So it looks like this was the issue, coincidently they called me today and said it should be all set and lo logout and back into the app. I did that and it still didn't have the connected services. The guy on the phone was puzzled, he said everything on his end looked good, so I mentioned if he saw a CC on file and sure enough there wasn't one. What he was trying to do was set me with with a new three month trial which apparently wouldn't work since i had already had one. So he put a three month credit on my account and transferred to the the scription team who renewed my account (put a CC on file) and bingo...it works.

In summary, I think there was a ligament issue back in June which was fixed quickly however the way they were trying to "reestablish" my account by trying to give me a new trial scription rather then renew my account was causing the second problem.

Anyway, reading this post me to ask about the CC on file which lead to my problem being solved..

Thanks for all the help and input....the forum rocks!!!!

 

[CJ99X]

My UConnect still has the Jeep I haven't owned in over a year and they still can't get it removed and my services on my truck have never been active in the UC app.
What's fun though is I can see everywhere my old Jeep goes and I can still remote start the thing and I find that stuff disturbing. I have been tempted to see if I could send a destination to the navigation but that would been even creepier. When I called I was shuffled through several things even Sirus who cannot be serious

 

[RamCares]

So it looks like this was the issue, coincidently they called me today and said it should be all set and lo logout and back into the app. I did that and it still didn't have the connected services. The guy on the phone was puzzled, he said everything on his end looked good, so I mentioned if he saw a CC on file and sure enough there wasn't one. What he was trying to do was set me with with a new three month trial which apparently wouldn't work since i had already had one. So he put a three month credit on my account and transferred to the the scription team who renewed my account (put a CC on file) and bingo...it works.

In summary, I think there was a ligament issue back in June which was fixed quickly however the way they were trying to "reestablish" my account by trying to give me a new trial scription rather then renew my account was causing the second problem.

Anyway, reading this post me to ask about the CC on file which lead to my problem being solved..

Thanks for all the help and input....the forum rocks!!!!

Hi there, phatboy64,

We're happy to hear the Connected Services team was able to get this corrected!

Steph
Ram Cares

My UConnect still has the Jeep I haven't owned in over a year and they still can't get it removed and my services on my truck have never been active in the UC app.
What's fun though is I can see everywhere my old Jeep goes and I can still remote start the thing and I find that stuff disturbing. I have been tempted to see if I could send a destination to the navigation but that would been even creepier. When I called I was shuffled through several things even Sirus who cannot be serious

Hi CJ99X,

Do you currently have a case open regarding your previous vehicle? You are welcome to send a PM with the case number or your VIN and we can check into this for you.

Steph
Ram Cares

 

[CJ99X]

Hi there, phatboy64,

We're happy to hear the Connected Services team was able to get this corrected!

Steph
Ram Cares


Hi CJ99X,

Do you currently have a case open regarding your previous vehicle? You are welcome to send a PM with the case number or your VIN and we can check into this for you.

Steph
Ram Cares

I just gave up spent two days in phone circles

 

[RamCares]

I just gave up spent two days in phone circles

Hi CJ99X,

I can take a look into what's happening if you have your VIN or case number on hand. Feel welcome to send it via PM and we'll see what's going on from there.

Steph
Ram Cares