Swordfish99

It appears mine was activated at some point also. I doubt I will use it because I have an alternate solution but at least it would work if I wanted it to.

raleighnick

Go figure….They finally fixed it 2 weeks after we sold our GLS

storm10

$240 a year for Unlimited - is a no-brainer deal.

z28lt1

Best part of that is that is the bottom line. Taxes, fees, etc all included in the $240 (as Tmobile does with some of their plans).

BACnMercedes

I canceled my T mobile after about 3 months. Getting things to connect and stayed connected was horrible. The car would take several minutes after you got in it to get the Wi-Fi up and running and then several times during long drives mine just disappeared.
I hope others have better luck.

cupecoy

Still no resolution for me, it will be 6 months soon since I lost service

zenophonz

Thank you for all of the entries on this topic. I signed up for ATT as a carrier for on board wifi in my GLS 580 when I took possession of my vehicle in 2/21. No problems until 11/21 when TuneIn radio stations wouldn’t work (eternal buffering but no connection). I was unaware and never informed that ATT was no longer Mercedes wifi carrier. Took my vehicle twice to dealership and they couldn’t figure things out. I finally looked on line at my ATT account which stated that ATT was no longer providing this service to MB.

I discovered on this site that TMobile was new carrier. I used the link provided in an earlier entry and created an account on TMobile for car wifi service but could make no more progress because “Add Vehicle” icon would not work. I confirmed through Mercedes Me Connect that my vehicle already received update to permit change from ATT to TMobile. When I picked up vehicle today from dealership and was looking at wifi connection in Settings on my iPhone, information popped up on my phone screen from TMobile allowing me to add my vehicle, choose a plan (chose annual unlimited service for $240), and pay. Within 5 minutes, I had wifi service, TuneIn radio stations working well, could perform Google search functions on my phone with good connectivity.

On numerous occasions, I tried to do all of this through the TMobile site provided on the aforementioned link but it was impossible. The phone number provided on the TMobile hotspot page is worthless and I could never get a person on the phone despite multiple calls and having to wait nearly an hour last Friday for a response before I hung up.

Moral of my story: dealership might not be aware of this issue (mine wasn’t); need update on some vehicles from MB to allow you to change from ATT to TMobile (my dealer did the update while troubleshooting the problem); need to create account on TMobile hotspot link provided in an earlier entry here; I could not initiate service through the TMobile hotspot website but had to do it on a TMobile screen which popped up on my phone when I was trying to sign in to my vehicle wifi.

Hope this helps.

Mr_Sheen

My dealership at Mercedes-Benz of Burlington was able perform a software update to enable Hermes communication module to switch from AT&T to T-mobile after 2 days of back and forth with MB engineers. Live Traffic and other internet required services are now online and working.

jtjbt20x

Could you post a copy of the service paperwork with what they did please?

cupecoy

As of today 6 months with no Internet service for me. No one at MB can resolve my problem. It's actually hilarious and sad at the same time.
I don't actually need the internet service but just absurd that no one at the dealership, service center, nor customer service can fix the problem.
Wrote to them on Twitter, wrote to their HQ in Atlanta, no dice.

Mr_Sheen

What model year is your car? Is your Live Traffic offline as well?

mroth66

Could you share the software version you are on?

mroth66

And please share the software version you are on. Thanks much.

nsoltz

I'll check versions when I get the chance this AM.

I receive live traffic updates and the recent Northeast map update. I can browse websites on the built in browser. MB told both me and the service manager that car is still on AT&T and I am getting that as "standard connectivity". Once it migrates to T-Mobile I will be able to subscribe to a data plan and the weird web message will go away. This happens both in Firefox and Safari on desktop and notebook macs as well as on iPhone and iPad. We have no Windows devices but next time I'm near a PC, I'll give it a try.

mroth66

Below is for everyone who used to have ATT as their service provider but now needs to switch to T mobile. It took me 2 weeks to convince my local dealer that something was wrong but they finally fixed it. Details below.

Update: Success!!! From the worksheet: case escalated to 2nd level engineering (I believe in Florida, not at the dealership. MR). Per case and engineer, over the air SIM card flash did not take correctly. Agent reset system and is sending OTA SIM card flash again.
And it actually worked. Was able to add the car to daimlerna.hotspotdrive.com, bought the data plan and tada, traffic info back on, WiFi hotspot average download 2.72MB, everything like it should.
My dealership opened a PTSS case with Mercedes engineering, case 000179150, if you experience similar issues, I would recommend pushing the dealership towards this PTSS ticket.
Interesting experience admittedly, but once they figured out what to do, it was resolved quickly. Advice: be persistent, this can be fixed.

nsoltz

Very helpful. Ill try calling cust service myself before going back to dealer. When i called tge first two times, she was communicating with techs as we spoke.

BACnMercedes

This is what really pisses me off about dealerships. They think we, the customer, are always stupid. I have the same problem right now convincing mine that there is something wrong but in the same breath they tell me they only have one competent tech to ride with me and diagnose the problem.

nsoltz

More on the migration saga and loss of internet radio. After two calls to cust service and one visit to daaler, nothing resolved.

Spoke again with customer service. The line now is that as long as the car has a valid and continuing AT&T subscription, there is no need to migrate as long as ATT provides the service. MB said to call AT&T.

Spoke with AT&T rep who confirmed service was active (I was just billed for it and paid for it). His tech people told me to open vehicle and they would send a refresh signal to get my internet radio and hot spot reactivated. No luck. Still says "No Data Package." He escalated to next level of tech support and said I would be hearing from them.

Meanwhile I asked MB whether the T-Mobile migration would take place if I dropped the AT&T subscription. His response: "That's a good question. Let me ask." Came back a few minutes later and said "Nobody knows. We're having a rough time with this migration."

I asked the question of AT&T. They said only MB could cancel the service. I asked why I couldn't do it since it shows up on my montly bill and on the web site I have an option to cancel. AT&T said "It doesn't work like that."

I don't think this will ever get straight. They did not want to hear about the case number that another user in this thread posted.

Kind of wishing for my late father-in-law's 1961 Chevy BelAir with 3 on the column, which he drove to Tijuana to get auto parts for his business and which would be less likely than his Mercedes to be stolen. Not too much tech in that car.

nsoltz

Next update: After second call to AT&T, they cancelled the AT&T service which releases the SIMM card. Called MB again. MB cannot give any idea when the T-Mobile transition would be pushed as again "they do it in batches". No actual valid email addresses around to escalate to an MBUSA exec. I suppose what I will do is call several times a week. Guess MB customer service is the price I have to pay for liking the car.

cupecoy

8 months now without Internet service on my GLE, 11 tickets I have opened are all stuck in purgatory. MB has a giant loophole in the process somewhere that no one can solve, apparently.

nsoltz

Just 4 months for me but the same black hole. And no apparent way to contact MB other than the customer service number. Totally unsatisfactory.

zengshengliu

I am on the same boat. Been waiting for 6 months and car still ink to AT&T site when trying to renew. mercedes.me website link stop working a week ago with "Certificate revoked" error.

nsoltz

Just got another email from MB Customer service "thank you for your patience. We're working on it." I'm not holding out much hope between now and Oct '23 when the lease is up.

b1ack0wl

The AT&T service on my 19 GLC63 was killed on October 2021 and I haven't been able to use the in car Wi-Fi since. After ~6 months of emailing Mercedes Me I finally got this email:

But the AT&T portal doesn't work and says Has there been any attempts of jailbreaking this gd thing, so we can install our own sim cards? It's pretty lame of Mercedes to bone their customers like this.

nsoltz

Exactly what I am getting and no response from customer service. It seems as if we might be entitled to some compensation from Mercedes for an advertised service that they can't get to work. Much as new vehicles today are seeing a credit for unavailable standard equipment.