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The communication system in my 2019 E53 Coupe failed a couple of weeks ago. It had worked well for more than 2 years. The system won't connect to the internet, Mercedes me connect app, Mercedes me support or the SOS emergency feature. When I check internet status in the system menu, it says offline then tries unsuccessfully to connect. I wonder if this could be caused by the expected over-the-air E-Call update due to the recall. I haven't had time to bring it to the dealer yet.
Has anyone experienced a similar failure? Has anyone successfully received the over-the-air E-Call update as part of the recall?
'19 AMG E53 Cpe, '23 EQS 580 SUV, '88 560SL, '35 Ford 5w coupe, '53 MGTD and others
Same time. Our '19 E53 Coupe has been at the dealer for over two weeks now for a problem with the Connected Apps. It happened around the time that we switched over to AT&T when the original subscription timed out. All sorts of software and firmware resets have failed. Waiting for them to start replacing hardware next. The car shows 4G LTE, I can see the car location on the app and AT&T sees data being used but no internet weather or Tunein.
Hopefully it'll go better than the eight tries and much yelling at Mercedes to get them to replace a defective sat-nav system on my old C55.
Interesting. My AT&T subscription had just expired, but it had been working. Now I have absolutely no connectivity. It says it’s trying to connect to 3G, then fails. i always used to have a good 4G connection. I suppose it could be a hardware failure, but I’m guessing that the over the air recall update caused this. I hope it doesn’t take weeks to diagnose and repair.
'19 AMG E53 Cpe, '23 EQS 580 SUV, '88 560SL, '35 Ford 5w coupe, '53 MGTD and others
Try calling AT&T and have them reboot the connection from their end. They'll talk you through turning off the hot spot and the car and opening the drivers door. It took around five minutes for the connection to come back 4G LTE in my case. But I'd had that before.
Seems curious that only coupes seem to have this problem, but I'm sure that all of the other platforms share the same components. Ours was one of the early ones so there may be more coming.
Try calling AT&T and have them reboot the connection from their end. They'll talk you through turning off the hot spot and the car and opening the drivers door. It took around five minutes for the connection to come back 4G LTE in my case. But I'd had that before.
Seems curious that only coupes seem to have this problem, but I'm sure that all of the other platforms share the same components. Ours was one of the early ones so there may be more coming.
I’ll try that tomorrow. Did you lose all communication including a phone connection to Mercedes me and the SOS function or was it just internet and the Mercedes me connect app?
'19 AMG E53 Cpe, '23 EQS 580 SUV, '88 560SL, '35 Ford 5w coupe, '53 MGTD and others
I believe that it was functional, the display said SOS Ready in the upper right corner next to the blue arrows. The Mercedes Me Connect app shows location and status.
Try calling AT&T and have them reboot the connection from their end. They'll talk you through turning off the hot spot and the car and opening the drivers door. It took around five minutes for the connection to come back 4G LTE in my case. But I'd had that before.
Seems curious that only coupes seem to have this problem, but I'm sure that all of the other platforms share the same components. Ours was one of the early ones so there may be more coming.
I spoke to AT&T level 2 support. They did the diagnostic tests and had me shut down and try to connect. It was unsuccessful. They said everything on their end was provisioned properly. AT&T suspects it’s a software issue and suggested the dealer update the software. This makes me even more convinced that the recall based E-Call update is the cause. A trip to the dealer is next.
'19 AMG E53 Cpe, '23 EQS 580 SUV, '88 560SL, '35 Ford 5w coupe, '53 MGTD and others
Finally after 2.5 weeks they're going to replace the Hermes module. No problems with our local dealer who have been grand but wish that MBUSA would support them a bit better. At least it didn't take eight visits like the last car.
I’m not sure if this this fixes the exact issue you are having, but I know some people have had issues with out of date software and connectivity.
As just an FYI for anyone else having any connection issues for the models with command (pre-MBUX), it’s pretty easy to see if you have the latest software (I’m sure there’s a more legitimate way to see your exact software version).
if you go to your ambient lighting color selector and it looks like below, your software is not the latest version.
If you your color selector resembles below, you have a more up to date software version. I’m not sure if this feature was updated in the most recent version or one prior, but it is a good visual cue that if you have the first pic it is outdated.
I know these pictures are not of a C238, but I didn’t get to take a picture of mine before I had it updated but still holds true for C238.
I believe the latest software version is SA891, maybe someone who better knows this area can provide better insight on the software front.
'19 AMG E53 Cpe, '23 EQS 580 SUV, '88 560SL, '35 Ford 5w coupe, '53 MGTD and others
Just had a three-way with AT&T and the dealer (no, not that other one) and got a message that between a new Hermes module and some resets it works again. Haven't been in to collect the car and confirm things yet.
'19 AMG E53 Cpe, '23 EQS 580 SUV, '88 560SL, '35 Ford 5w coupe, '53 MGTD and others
Originally Posted by lkfoster
Just had a three-way with AT&T and the dealer (no, not that other one) and got a message that between a new Hermes module and some resets it works again. Haven't been in to collect the car and confirm things yet.
Heard back from the dealer that while it now has some functionality it's running very slow and that they still have more work left to do.
My E53 has been at the dealer for a week now for the complete communication failure. They have replaced the hardware (Hermčs module). Programming is apparently problematic and they are waiting for support from corporate and engineers, possibly in Germany. It looks like it will take at least until next week to figure out the programming.
'19 AMG E53 Cpe, '23 EQS 580 SUV, '88 560SL, '35 Ford 5w coupe, '53 MGTD and others
Ours took three weeks and even with the Hermes unit being replaced it still will often not connect even with 4G LTE showing. The wife is not a happy camper.
I just got my car back today after 2 1/2 weeks. The Hermčs module was replaced and programmed. The programming took a while to figure out. Everything appears to be working. All online services and app connect with no problem. Remote start and locking work. The Mercedes me button and the SOS function both work again. In car WiFi works but is still too slow.
04-02-2021, 04:03 PM
