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Uconnect issue in Alaska

Discussion in 'Repairs, Maintenance, Help' started by polarbull, Nov 22, 2017.

  1. polarbull

    polarbull New Member

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    I live in Alaska near Wasilla & Anchorage & I have a 2017 Ram 1500 Sport that I bought in September of 2016. Up until I received an over the air update for the radio everything was fine. 3G service always showed on the apps icon in the radio & I used the downloadable app on my iphone 7 to autostart the vehicle during the winter. I believe sometime in June I received an over the air update on the radio. Shortly thereafter the radio would freeze & the only way to get the radio control back was to power off the vehicle. I also noticed that the 3G indicator was now 1X. I took it into the dealer & they replaced the radio but it was only 1X still. They supposedly checked the antennas, wiring, & did a manual system update but said there was no issue. They started a *Star* report but they said Uconnect does not have coverage in Alaska & therefor I will not be able to receive over the air updates nor use any of the remote options on their app. They state that you must have access to the Sprint cellular network for the Uconnect system to work. I asked if there had been a recent change of network & they said no. All of this makes no sense to me & might be somewhat trivial but I really like the remote apps for starting the vehicle when i was out of range of the keyfob. I am hoping to hear from someone else from Alaska on here for their Uconnect access experience.
     
  2. Jonfrank

    Jonfrank Member

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    I just purchased a 2017 RAM Longhorn and can't get the Uconnect to work. I have been on the phone with Uconnect for hours and they have created a ticket. I really wanted iPhone connectivity with purchasing a new truck. I would really like to have this issue resolved and am quite frustrated that I didn't know this was an issue before making the purchased. I did make it clear that I wanted this feature and the salesman demonstrated that he had the function on his phone. I really don't think he was deceptive. Uconnect has been really helpful but I need a better remote start than the one that came with the truck. I am wondering if polar bull has gotten anywhere with a resolution!
     
  3. ImperialCrown

    Level III Supporter

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    Welcome to Allpar. There is an FCA and uconnect website:
    Uconnect Systems for Chrysler, FIAT, Jeep, Dodge, and Ram Trucks (at https://www.driveuconnect.com )
    Official Mopar Site | Uconnect Account Sign-In (at https://www.mopar.com/en-us/services/uconnect.html )
    A soft or hard system reset has been necessary on some vehicles to restore full operation after an update. Some members have also reported that functions came back on their own some days later. The dealer should know this. See Youtube for how-to videos.
    Not all pairings are successful. See how compatible yours is.
    Official Mopar Site | Bluetooth Pairing (at https://www.mopar.com/en-us/care/bluetooth-pairing.html )
    Remote areas may experience spotty coverage and roaming. The Anchorage/Wasilla area should have fair coverage.
    Uconnect Access - Coverage Map (at https://www.driveuconnect.com/coverage.html )
     
  4. OfficialMopar

    OfficialMopar Official Mopar Reps
    Level 2 Supporter

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    Hi Jonfrank,

    Are you having difficulties connecting your phone via Bluetooth or using the remote commands in the Uconnect App on your phone?

    Andrea
    Mopar Social Care Specialist
     
    ImperialCrown likes this.
  5. Jimdbrooks

    Jimdbrooks Active Member

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    Jonfrank, I understand your frustration. Uconnect works in Alaska. Don't let the folks at Uconnect tell you otherwise. If you are having service work done at the Valley dealership. Ask the Service manager to show you his radio in his truck and see if he has the same issue. I bet his Uconnect is working just fine. Try to think of the Uconnect radios like iPhones you get an update and a bunch of stuff no longer works and then Apple rushes out a new update to fix the update you just got, except the Uconnect folks are not so good about fixing problems, they like to say it's your car or, it's your phone. Your issues is really an old issue and yes I work for an FCA Dealer in Alaska and YES we fixed the issue you have on MANY FCA vehicles. My recommendation is to reach out to Andrea, she can get all the info from the dealership and from Star. She can help you with getting a loaner car or help push things thru. if a possible issue in the antennas has been ruled out you have an issue with the radio. and the dealer just needs to keep replacing them until they get you one that works. I have replaced 4 radios in one truck before getting one that worked (crazy huh?) but most times just the one replacement fixes the issue. If the Valley Dealership is not interested in helping you, I Know both places 30 miles down the road will.
     
  6. Jimdbrooks

    Jimdbrooks Active Member

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    I am sorry I need to make a minor correction I was mostly replying to Polarbull, not Jonfrank, However Jonfrank you are almost mentioning 2 different problems. Connectivity witch is your phone connecting or "pairing" with your radio and Uconnect Access, the latter being Polarbulls issue. Remote starting your truck from your phone is a Uconnect access issue. I don't know where you are located but cell signal is important for both your phone and your truck's radio. either one not getting a signal will disrupt your ability to remote start. Again get FCA customer care involved. Uconnect is not FCA. hard reboots and hoping for a system to start working on its own is not what you were sold when you bought your truck. and I am guessing you still have a warranty, If not FCA may fix this on their dime. I know just changing out radios seems sloppy and lazy on the techs part but, I have done countless resets, reboots, new software, and made several calls and emails. In the end, once I got a radio that worked the customers stop coming back with radio issues. The issue is with the radio manufacture and yes dealers are aware of it but most don't want the hassle of dealing with a radio exchange, So by getting FCA customer care involved it kinda forces the dealer to do more than just brush you off. So far it seems that these Uconnect Access issues come up early on and are getting fixed under warranty, a huge plus for the customer, so try working with FCA first. I hope both of you get speedy resolutions to your issue.
     
  7. polarbull

    polarbull New Member

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    Thank you for replying Jim, I had given up & requested a refund on my Uconnect access payment. But after the holidays I will pursue this further with the Anchorage dealership. This is the last email I received from the FCA rep Brittny:


    Sincerely,
    BRITTNY
    Customer Assistance Center

    Dear Customer:

    Case #: 32667152
    VIN: 1C6RR7MT5HS510619
    Vehicle Description: RAM 1500 SPORT 4X4

    Hi Frederick, Thank you for the response. I can understand your concern but our radios do not work like cell phones do. Our radios do not have a roaming feature and specifically only work off of Sprint towers. I can admit I am unsure as to why it has worked before but it is not guaranteed as that area does not have the coverage. Thank you, Brittny

    To reply to this email, please use the link below:
    http://chrysler.com/contactus/twowaycommunication/validatedatakey.do?dataKey=6sCKurPJ9ZC4tM3ykrm5yvGesbXN8569uRc%3D
     

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