My 2020 GLE350 AT&T unlimited WiFi subscription ended in April and I could not renew it. I called MercedesMe and they said that I had to convert to TMobile as AT&T was no longer available. I have been trying to subscribe to TMobile for the last 6 weeks. First, the dealership checked my car and said that it was 100% compatible with TMobile and to set it up by pressing the Mercedes Me button in the car. MercedesMe emailed me instructions to set up a TMobile account. I set up the account, but when I went to select a data plan, it said that I needed to connect my car. The website link did not work and my car would not connect. I called TMobile and they walked me through logging into WiFi using a password. I logged in and the screen said “no internet connection” and then directed me to the AT&T website. The TMobile tech immediately said that my car was still under AT&T and had not been converted to TMobile. He said you have to go back to Mercedes, there is nothing further TMobile can do.

I phoned MercedesMe and fortunately got connected to a person knowledgeable with the problem. She said that Mercedes was having so many problems with the conversion to TMobile that they are now allowing former Mercedes AT&T WiFi customers to renew their cancelled accounts. She told me to call AT&T and they would help me to renew my account. I called AT&T (1 866 595-2893) and they asked if I had my cars AT&T phone number. I did, and they immediately pulled up my account. They told me I could select a plan that renewed monthly, or select a 1 year plan of unlimited data for $200 including tax. I selected the 1 year plan and gave them my credit card info. That was it. I went to my car and the WiFi is working great. It was a frustrating 6 weeks with neither the dealer nor MercedesMe having a clue of how to resolve the problem. I don’t know if in a year I will be able to again renew with AT&T, or if Mercedes will again attempt to move me to TMobile. But for now, I have my car WiFi back and all is well.

 

Yeah, this whole supposed T-Mobile switch completely went sideways from what I'm hearing. Cars were supposed to be switched via an OTA update, but supposedly those updates didn't take at all. I don't know why they wanted to go this route in the first place. It looks like T-Mobile was only gonna be used for the hotspot. The connected car services would continue to go over the current carrier, which I'm not even sure is AT&T. In the past it was Verizon and at one point I noticed my car still had a signal while my AT&T phone didn't, so I always thought they were only using AT&T for the hotspot, but not for everything else. They use separate SIMSs and subscriptions for the hotspot vs everything else, so they can use different carriers for each just like dual SIM smartphones. I don't use the hotspot, so this is a non-issue for me, but it would have been nice if there was some clear communication from MB about the what, why and how.

 

This has been going on with me for 5 months (I've posted under several threads). Finally, MB said that my car could not be transitioned to T-Mobile but that they have 'reopened the AT&T portal." AT&T set up returned the message that car is not compatible with their service. I received weekly emails from MB customer service telling me they have transitioned car back to AT&T and to contact them with additional questions. Every time I reply to the email with the case number, I just get an auto-reply that they will be back in touch. Yes, they are back in touch with the same email that car is back with AT&T. I've just given up. I love the car and just put up with the wonky electronics. This is only one of the wonky issues with it but I honestly don't care since I love the car. And the lease is up in Oct 2023 so it is not a forever problem.

 

Try calling AT&T directly (number listed in my first post) and give them your in car phone number. From there they will look up your account and can then reactivate it. Until 2 weeks ago, they were telling me I could not renew with AT&T. Mercedes finally approved renewing AT&T service. I still could not renew by email.

 

I called AT&T today and they said they could not renew my service as they had no authorization from Mercedes to do so. Wrote back to Mercedes customer service saying that we are at the point where either they activate the service or compensate me for inability to deliver an advertised feature of the vehicle which had been working until they made an unsuccessful change. Immediate response was that MB people were talking to AT&T people about what is going wrong. Not very promising.

 

That is not the response that I got when I called AT&T. They asked for the cars internal phone number and looked up the account for that number. Did they look up your account? Once they looked up my account, they mentioned my 2 year subscription had expired and asked if I was interested in a monthly plan or a 1 year plan. I asked for the 1 year plan and they said that they would add it to my account. They took my credit card number and said that I should be all set. I went down to my car and logged into WiFi using the car generated password. It has been working perfectly. Also, when I called MercedesMe, they said that they had recently (in the last 2 weeks) authorized AT&T to renew expired subscriptions. My car is a 2020 GLE350, and I originally had a 2 year AT&T subscription that ran out in April. I would not think that a 2021 GLE would be any different.

 

Here is a photo of my account showing the 1 year plan and the expiration date. I placed the order on May 20, 2022.

 

I am finally able to renew mine today (the support actually contacted me and let me know it works)
Only down side is, the only plan available for me (non AT&T customer) is the $25 month to month plan. I don't see the option for one/two year plan.

 

I was able to renew mine today and got a $20 per month unlimited rate.

However, I enjoy internet radio via TuneIn Radio. Selecting TuneIn radio, I get a No Data Plan message. After two phone calls with AT&T, their tech support determined the car is active and passes all diagnostics. Their only suggestion was take the car to the dealer. I know my dealer's service dept is clueless about the electronics but I have some free time next week and they have a wonderful coffee machine and have very sturdy water bottles with the star logo.