[Cthulhu]

The imminent (June 2024) retirement of the 3G network has caused an odd reaction from BMW Australia

instead of, you know, telling anyone or anything, they just quietly removed some services from the ConnectedDrive site.

I went to add Navigation to get a map update, no option available.

Confused, I contacted BMW, and received this email by way of reply:

Thank you for your e-mail dated 30.10.2023.

To enable map updates, a Feature Set Code (FSC) is required, as is a stable internet connection in the vehicle. Unfortunately, your vehicle will be affected by the imminent 3G network shutdown, resulting in the unavailability of the USB Map Update Service in the store.

These are the services currently "booked" in your vehicle:
Intelligent Emergency Call
Remote Services - (remote door lock, remote horn blow)
Teleservices
At this time, we regret to inform you that there are no hardware or software retrofit options available to upgrade your vehicle's telematics.

Please accept our heartfelt apologies for any inconvenience this may have caused.

We truly appreciate your understanding in this situation.

The satisfaction of our customers with ConnectedDrive is of great importance to us; therefore, we kindly ask you to complete the survey:

I rang them and asked why the service was unavailable NOW, when the 3G network has over 6 months left. They have already restricted some services like RTTI to 6 months.

I received no reply, just an apology.

I then contacted my dealer, who DID NOT KNOW about this!

They are investigating options, she was surprised that the ConnectedDrive team indicated that the system had no upgrade path, as she was confident it does.

My suggestion to anyone affected, is to contact BMW, and let them know this is a very poor showing, yes, there is nothing BMW can do about the 3G network sunset, but the TOTAL lack of any form of communication, or to allow people to get one last update in before the 3G service ends is piss poor IMHO.

[Drv4fun]

My car had an upgrade which was to 4G, it worked a bit then stopped. Turned out they disabled it during the 3G shutdown.
Seems to be BMW using cellular as an excuse to dump the older cars from their servers. It’s not like it was free I was paying $200 a year for a service that hardly worked.

[Cthulhu]

Originally Posted by Drv4fun

My car had an upgrade which was to 4G, it worked a bit then stopped. Turned out they disabled it during the 3G shutdown.
Seems to be BMW using cellular as an excuse to dump the older cars from their servers. It’s not like it was free I was paying $200 a year for a service that hardly worked.

I can't seewhy BMW would want to stop earning 'free' money for these services, it'd be quite the cash cow.

[F32Fleet]

Originally Posted by Cthulhu

The imminent (June 2024) retirement of the 3G network has caused an odd reaction from BMW Australia

instead of, you know, telling anyone or anything, they just quietly removed some services from the ConnectedDrive site.

I went to add Navigation to get a map update, no option available.

Confused, I contacted BMW, and received this email by way of reply:

Thank you for your e-mail dated 30.10.2023.

To enable map updates, a Feature Set Code (FSC) is required, as is a stable internet connection in the vehicle. Unfortunately, your vehicle will be affected by the imminent 3G network shutdown, resulting in the unavailability of the USB Map Update Service in the store.

These are the services currently "booked" in your vehicle:
Intelligent Emergency Call
Remote Services - (remote door lock, remote horn blow)
Teleservices
At this time, we regret to inform you that there are no hardware or software retrofit options available to upgrade your vehicle's telematics.

Please accept our heartfelt apologies for any inconvenience this may have caused.

We truly appreciate your understanding in this situation.

The satisfaction of our customers with ConnectedDrive is of great importance to us; therefore, we kindly ask you to complete the survey:

I rang them and asked why the service was unavailable NOW, when the 3G network has over 6 months left. They have already restricted some services like RTTI to 6 months.

I received no reply, just an apology.

I then contacted my dealer, who DID NOT KNOW about this!

They are investigating options, she was surprised that the [...]

Similar thing happened in the US. I didn't know until RTTS disappeared. BMWNA sent out a notice we'll after the fact.

[BMWbiker]

Originally Posted by x5j83jn

The default responses of BMW representatives regarding hardware and software solutions for 3G sunset are fundamentally wrong, since BMW does offer compatible 4G telematics units for most of impacted vehicles.

Replacing the 3G telematics unit by a compatible 4G telematics unit is possible and executed with success in US. See this post

My previous U.S. F31 car had 3G. It was incompatible with the 4G telematics unit.

I discovered all of this when I went to turn on the online services that I had allowed to lapse during the COVID lockdown. (I put only a few hundred miles on my car in 2020.)

I was annoyed, needless to say.

My current car has 4G. I hope that history does not repeat itself when 4G goes the way of the dodo. BMW will be derelict if current cars don’t have some sort of upgrade path.

[ak_on_bmw]

I contacted BMW Australia with a similar reply of no help. I am thinking of lobbying them with Fair trading complain as my car's tech features are completely useless. Anyone has complained to Fair trading or taken a legal action yet?

[Garth2079]

Originally Posted by ak_on_bmw

I contacted BMW Australia with a similar reply of no help. I am thinking of lobbying them with Fair trading complain as my car's tech features are completely useless. Anyone has complained to Fair trading or taken a legal action yet?

I logged a complaint with the ACCC (consumer report number: accc-report:754146). My scenario is my 2016 car has a telematics module using 4G for data and 3G for voice, and BMW advised I would lose voice services, but all services went offline at 3G shutdown. I compared the Australian situation ("nothing can be done") with the US response ("bring in your car for a free replacement").

I also have a case open with BMW support and they send me an email every 14 days saying they are still working on it. I'm fully expecting a "bad luck, no fix" response at some point.

Fair Trading deal with a specific complaint. The ACCC handle issues that affect a large number of customers (i.e. Fair Trading might handle a failed component that BMW refuse to fix on your car, whereas the ACCC handle a design flaw causing a problem across lots of cars).

Feel free to contact the ACCC and quote the report number. The more complaints they receive, the more chance of them doing something.

[MJBO]

Originally Posted by Garth2079

I logged a complaint with the ACCC (consumer report number: accc-report:754146). My scenario is my 2016 car has a telematics module using 4G for data and 3G for voice, and BMW advised I would lose voice services, but all services went offline at 3G shutdown. I compared the Australian situation ("nothing can be done") with the US response ("bring in your car for a free replacement").

I also have a case open with BMW support and they send me an email every 14 days saying they are still working on it. I'm fully expecting a "bad luck, no fix" response at some point.

Fair Trading deal with a specific complaint. The ACCC handle issues that affect a large number of customers (i.e. Fair Trading might handle a failed component that BMW refuse to fix on your car, whereas the ACCC handle a design flaw causing a problem across lots of cars).

Feel free to contact the ACCC and quote the report number. The more complaints they receive, the more chance of them doing something.

Just curious, what resolution or result are you expecting?

[afadeev]

Originally Posted by Cthulhu

The imminent (June 2024) retirement of the 3G network has caused an odd reaction from BMW Australia

Something similar happened in the US many years ago.
What surprised the hack out of me was that 4G/LTE had been out for 5+ year by 2015 when my ///M3 was built. Yet, BMW was still using 3G-only chipsets and "shocked to find out" that 3G was shutting down by 2020.

Originally Posted by Cthulhu

instead of, you know, telling anyone or anything, they just quietly removed some services from the ConnectedDrive site.

In some ways, that actually makes sense.
BMW Austrilia is likely in charge of selling those services but has little to no control over the 3G shutdown timing or the chipsets that go into the BMW cars. Once they found out, they stopped selling the services to cars with 3G-only wireless hardware, and moved on.

Originally Posted by Cthulhu

I rang them and asked why the service was unavailable NOW, when the 3G network has over 6 months left. They have already restricted some services like RTTI to 6 months.

I received no reply, just an apology.

That also makes sense.
In addition to the above (they can't really do much about this), 3G shutdown date is when the last 3G cell tower gets removed from service. Long before that, the 3G service becomes functionally unavailable for much of the country, and thus companies relying on it will pull the plug ahead of the last 3G-tower-in-service date.

Originally Posted by Garth2079

II compared the Australian situation ("nothing can be done") with the US response ("bring in your car for a free replacement").

There was no "free replacement" in the US.
My car's Telematics services went dark with 3G shutdown around 2020.
End of story.

Originally Posted by Cthulhu

They are investigating options, she was surprised that the ConnectedDrive team indicated that the system had no upgrade path, as she was confident it does.

In the US, there was no 3G->4/5G device upgrade path.
I would be shocked if there will be one for Australia.

I don't think BMW USA or Australia, or BMW AG, make enough money from Telematics services to bother.
So they don't.

a

[BlkGS]

Similar stuff in the US. My Chevy vehicles had OnStar on 3G networks. They went dead, and the best that GM came up with was "pay for a smartphone app for these services". Nevermind that most phones have automatic emergency calls now, and if I have a smartphone I don't need to call OnStar for directions, lol.

[phyco1991]

Originally Posted by Garth2079

I logged a complaint with the ACCC (consumer report number: accc-report:754146). My scenario is my 2016 car has a telematics module using 4G for data and 3G for voice, and BMW advised I would lose voice services, but all services went offline at 3G shutdown. I compared the Australian situation ("nothing can be done") with the US response ("bring in your car for a free replacement").

I also have a case open with BMW support and they send me an email every 14 days saying they are still working on it. I'm fully expecting a "bad luck, no fix" response at some point.

Thanks for this. Similarly I have a case open with BMW support however they haven't updated me on it since before Christmas. I'll make sure to call the ACCC and add myself to your report.

Originally Posted by afadeev

There was no "free replacement" in the US.
My car's Telematics services went dark with 3G shutdown around 2020.
End of story.

I believe this is what Garth is referring to - https://static.nhtsa.gov/odi/tsbs/20...00489-9999.pdf

[Garth2079]

Originally Posted by MJBO

Just curious, what resolution or result are you expecting?

From the ACCC: I *hope* they will tell BMW they should have fitted 4G boxes to all cars after a certain date i.e. maybe 3 years after 4G was introduced (no excuse by then) and hence they must recall the 3G cars and replace the module with a 4G one. I *think* they will do nothing.

From BMW: I hope they contact their cellular provider (Vodafone and/or Optus) and ask them why certain SIMs can't register on the network. Then they fix it and my car with its 4G module can connect again.

[Garth2079]

Originally Posted by phyco1991

Thanks for this. Similarly I have a case open with BMW support however they haven't updated me on it since before Christmas. I'll make sure to call the ACCC and add myself to your report.

Same position here, promises of regular updates, without a single update. 2 days ago I emailed BMW Support in Germany. I got an email saying they were referring it back to BMW Support in Australia. 2 days later, I got a call from BMW Customer Care (a Victoria number) who have booked in my car with my local dealer for diagnostics - at their expense.
If they find the telecoms box or antenna is faulty, they will replace it - at their expense. I have that in writing. So I'll be saying to my service manager (who is really helpful) that they either get the connectivity working, or swap parts until it does. It's a grey area since the car diagnostics will report no fault. But the lack of functionality, which BMW agree should still work, means there is a fault in the end-to-end system. Since I know from this forum that others have the exact same problem, it's clearly not a car hardware failure. My hope is they remove my 3G Voice/4G Data module and replace it with the 4G Voice/Data module from 2017 F3x/F8x models (after trying a like-for-like swap and finding it doesn't work probably). I'll give them the SIB from BMW NA to prove it can be done, unlike BMW Australia's untrue response "there is no upgrade path".

Apparently their lack of progress was because the ticket was sent to the ConnectedDrive team in error. I would have thought the ConnectedDrive team would then realise and refer it to the correct team at some point in the past 3 months, but hey.

Originally Posted by phyco1991

I believe this is what Garth is referring to - https://static.nhtsa.gov/odi/tsbs/20...00489-9999.pdf

Yes, exactly that. A BMW SIB detailing to dealers how to retrofit a 4G module to replace the 3G module because of the 3G shutdown, and cost codes to charge the work back to BMW. To me, that sounds like a free upgrade...

[Garth2079]

Originally Posted by Garth2079

From the ACCC: I *hope* they will tell BMW they should have fitted 4G boxes to all cars after a certain date i.e. maybe 3 years after 4G was introduced (no excuse by then) and hence they must recall the 3G cars and replace the module with a 4G one. I *think* they will do nothing.

From BMW: I hope they contact their cellular provider (Vodafone and/or Optus) and ask them why certain SIMs can't register on the network. Then they fix it and my car with its 4G module can connect again.

Quick update. After I contacted BMW Germany, I got a call from BMW Australia saying they are covering the cost of troubleshooting at my local dealer. If faulty, they will replace at their cost.

The head tech at my dealership is great. He knows about the problem. Apparently it depends on how the ConnectedDrive was activated during the pre-delivery prep. Some went into local mode, some used roaming mode. He thinks it can be reset/reactivated. If not, I'm confident he'll ensure BMW Australia / BMW Germany carry out the work under warranty. I'll know by this time next week.

[///RoM]

Originally Posted by Garth2079

Quick update. After I contacted BMW Germany, I got a call from BMW Australia saying they are covering the cost of troubleshooting at my local dealer. If faulty, they will replace at their cost.

The head tech at my dealership is great. He knows about the problem. Apparently it depends on how the ConnectedDrive was activated during the pre-delivery prep. Some went into local mode, some used roaming mode. He thinks it can be reset/reactivated. If not, I'm confident he'll ensure BMW Australia / BMW Germany carry out the work under warranty. I'll know by this time next week.

Hey Garth2079, any update on the issue? Curious if your dealer was able to sort it out.

I’m in the same boat—my car’s using a 3G SIM for voice and 4G for data, but it has no connection at all. I’ve just been getting the standard “the issue is being investigated” response from ConnectedDrive customer care.

[phyco1991]

Garth2079 Checking in to see how you have gone with BMW. I am at the point of having sourced a replacement 4G ATM module and installed in my car. I've only just done this, so will test and have someone swap the SIM module over from the old ATM to the new one if needed. Not an ideal outcome so far but better than the ~$2500 BMW quoted me for a new ATM module.

[Garth2079]

Originally Posted by phyco1991

Garth2079 Checking in to see how you have gone with BMW. I am at the point of having sourced a replacement 4G ATM module and installed in my car. I've only just done this, so will test and have someone swap the SIM module over from the old ATM to the new one if needed. Not an ideal outcome so far but better than the ~$2500 BMW quoted me for a new ATM module.

Just back from my local dealer.

When the car went in about 6 weeks ago, they were able to restore connectivity (my app warned me a service was due on the way home). Basically, the way the telematics were activated from new affected whether the car connected as a local SIM, or a roaming SIM, and this decides if the car could connect to 4G (mine never displayed 4G on the screen previously). However, the BMW tech remoting in from Melbourne was unhappy with the antenna strength, so they agreed to replace the TCB under goodwill.

This morning it went in with a 2016 ATM-01 T1-RoW-4G module, and came out with a 2025 ATM-01 T2-RoW-4G (the same version installed in various G-series cars). Signal strength now OK, and supported services i.e. locate car, sound the horn are working.

I don't know how you'll go with a donor unit. SIB 840221 tells USA dealers how to replace the module and there is no mention of updating the IMEI on any systems. Maybe the in-car procedure from the SIB (see below) does that automatically?

********************************
Update services and check Connected Drive functionality.
To perform an “Update Services” process:
Depending on your vehicle’s Model Year and Make, navigate to “BMW Assist”, “ConnectedDrive” or“Apps” using your iDrive controller.
Under BMW Assist or ConnectedDrive:
- Open “Options” (physical button surrounding your iDrive controller)
- Click on “Update BMW Assist”
Under Apps:
- Click on “All Apps”
- Open “Options” (physical button surrounding your iDrive controller)
- Click on “Update apps and services”
********************************

It seems unlikely, I would have thought that you would need to move the IMEI somehow, and possibly the MAC address. But maybe you'll get lucky.

Good luck.

[visionaut]

I’m in the USA with a 2016 435iX. I was in fact offered a free 4G Telematics upgrade by BMWNA when 3G was phased out here (Feb 22), as were many other customers (build date range was 2015-2016 cars with a current ConnectedDrive subscription, IIRC). My car had 3G voice and 4G data when built, and it’s all 4G now with voice & data.

Here’s part of the Notification info that BMW sent out in advance in 2021. ( I had mine upgraded to 4G late summer 2021 so it was ready well before the Feb 22 3G cutoff).

“Some vehicles factory-equipped with 4G telematics devices will no longer have access to services that require a voice connection, such as BMW Assist eCall and Concierge Services, but will continue to receive certain ConnectedDrive/BMW Assist services such as Advanced Real-Time Traffic Information, Remote Services and BMW Online, depending on your BMW model.
…
Can a customer upgrade their vehicle to newer technology that would support ConnectedDrive/BMW Assist?
Not all BMW vehicles will be eligible for a technology upgrade. Customers will be notified via email or First-Class Mail about whether their vehicles are eligible for an upgrade or not.

If you received an email or postal mailing stating that your vehicle is eligible for a technology upgrade, please schedule an appointment with your local BMW Center to receive the upgrade, which will be free of charge.“

[Garth2079]

Originally Posted by visionaut

I’m in the USA with a 2016 435iX. I was in fact offered a free 4G Telematics upgrade by BMWNA when 3G was phased out here (Feb 22), as were many other customers (build date range was 2015-2016 cars with a current ConnectedDrive subscription, IIRC). My car had 3G voice and 4G data when built, and it’s all 4G now with voice & data.

Here’s part of the Notification info that BMW sent out in advance in 2021. ( I had mine upgraded to 4G late summer 2021 so it was ready well before the Feb 22 3G cutoff).

“Some vehicles factory-equipped with 4G telematics devices will no longer have access to services that require a voice connection, such as BMW Assist eCall and Concierge Services, but will continue to receive certain ConnectedDrive/BMW Assist services such as Advanced Real-Time Traffic Information, Remote Services and BMW Online, depending on your BMW model.
…
Can a customer upgrade their vehicle to newer technology that would support ConnectedDrive/BMW Assist?
Not all BMW vehicles will be eligible for a technology upgrade. Customers will be notified via email or First-Class Mail about whether their vehicles are eligible for an upgrade or not.

If you received an email or postal mailing stating that your vehicle is eligible for a technology upgrade, please schedule an appointment with your local BMW Center to receive the upgrade, which will be free of charge.“

That's exactly what should have happened in Australia. Instead, BMW chose to pretend there was no way to upgrade our cars, because they knew that would open the door to warranty claims. The SIB I mentioned is the dealer instructions for retro-fitting when an owner contacts them after receiving the letter you received. BMW Australia still insisted it was impossible.

My 2016 car was also one of the few fitted with the hybrid 3G voice/4G data TCMs, same as yours. Funny how an upgrade is possible in the USA, but impossible in Australia, right up to the point where I get BMW Germany involved.

At some point I'll see if BMW Concierge now works over 4G. I have never used it, but at least then I'll know if Emergency Call will work if the worst happens.

[visionaut]

Garth, it sux BMW Australia it doing it any differently… I was very impressed how well it was handled here.

FWIW here’s a screenshot of the original 3G Discontinuation email I received in May 2021. I had the Technology Upgrade done in June 2021. When I got it back all my ConnectedDrive subscribed services still functioned, and I was able to renew all my CD services in Feb 2022 (when, if you didn’t get the upgrade, you lost capability to some services).

BMW CD even implemented a freeze on service renewals in 2021 to prevent folks from buying/renewing plans that went past the 3G discontinuation date. They even extended CD for free to Feb 2022 for cars that couldn’t/didn’t upgrade. IIRC, there was a batch of cars that couldn’t be upgraded, a batch that included me that could (eligible), and a batch that didn’t need it done. There was a big thread in the 3 & 4- series forum here from back around that time that I participated in that might be useful to you for more info.

Good luck,
Tom

[Garth2079]

Originally Posted by visionaut

Garth, it sux BMW Australia it doing it any differently… I was very impressed how well it was handled here.

FWIW here’s a screenshot of the original 3G Discontinuation email I received in May 2021. I had the Technology Upgrade done in June 2021. When I got it back all my ConnectedDrive subscribed services still functioned, and I was able to renew all my CD services in Feb 2022 (when, if you didn’t get the upgrade, you lost capability to some services).

BMW CD even implemented a freeze on service renewals in 2021 to prevent folks from buying/renewing plans that went past the 3G discontinuation date. They even extended CD for free to Feb 2022 for cars that couldn’t/didn’t upgrade. IIRC, there was a batch of cars that couldn’t be upgraded, a batch that included me that could (eligible), and a batch that didn’t need it done. There was a big thread in the 3 & 4- series forum here from back around that time that I participated in that might be useful to you for more info.

Good luck,
Tom

Thanks Tom.
We got the same communication in Australia, but the part about the free upgrade missing. Instead, we were told it was impossible to swap out parts to fix the problem. Even after presenting the evidence of identical cars being upgraded in the US.

My car is now sorted, at BMW Australia's expense. Whilst US customers would have been left with a positive experience, I just feel like I had to drag them kicking and screaming to do the right thing. If a company fits a 3G module to a car in 2016, which is about 4 years after 4G launched, knowing full well that 3G will be switched off before the expected life of the car, they should not then refuse to resolve it (and lie about what is possible) when the inevitable happens.

[Tannny]

Originally Posted by Garth2079

Thanks Tom.
We got the same communication in Australia, but the part about the free upgrade missing. Instead, we were told it was impossible to swap out parts to fix the problem. Even after presenting the evidence of identical cars being upgraded in the US.

My car is now sorted, at BMW Australia's expense. Whilst US customers would have been left with a positive experience, I just feel like I had to drag them kicking and screaming to do the right thing. If a company fits a 3G module to a car in 2016, which is about 4 years after 4G launched, knowing full well that 3G will be switched off before the expected life of the car, they should not then refuse to resolve it (and lie about what is possible) when the inevitable happens.

what did you say to BMW to get them to upgrade at their expense? I have a 2016 and I am going through this.