UConnect Guardian Info Issues

[DLAW]

I'm having a related issue in 3 places:

1. UConnect App on my Android phone is missing the "Info" tab and the "Location" tab. All I have is "Remote" features that DO actually work.
2. Mopar.com Dashboard Vehicle Health reports and any information about gas tank or tire pressure is missing. The square that says "Vehicle Health Report" has an error message, " There was an error loading this data ".
3. I've attached my Jeep to my Google Home. I can say "Ask Jeep to start my Gladiator", and this feature works. (It's a "remote" feature). However, when I ask the question, How much fuel do I have, I get an error (this is an "info" feature). This is page 307 in the manual (2021 Gladiator), if you want to see what I'm talking about here.

I've spent 2.5 hours talking to people about this today.

1. JeepCares chat to start. They said I need to call Jeep Customer Service.
2. Called Jeep Customer Service. They said I need to contact SiriusXM Guardian to resolve the issue.
3. Called SiriusXM Guardian. While on the phone, she asked me to get inside the Jeep, dial an SOS call and have the agent check to make sure they can locate my vehicle. It worked. She was going to open a ticket, put my on hold to talk to her sup. Came back and said, "This is a known issue with FCA. You need to contact your dealer and get them to open a "STARR" ticket." Whatever that means.
4. I'm starting with JeepCares Chat again. They have no clue what I'm talking about and suggested I contact my dealer. I complained that I have this "Jeep Wave" 24/7 support thing and I don't understand what the point is if they can't help me and tell me to contact my dealer for every little issue. My dealer didn't make the car and I don't expect them to offer me any customer support. They said if I want to talk to Jeep Wave, they will connect me in the chat......hold up....you mean Jeep Cares and Jeep Wave are two different groups to chat with?!?!?! ummmm ok....I guess I'm going to get the VIP treatment now....
5. Jeep Wave rep gets on the chat. He definitely has WAY more empathy for the situation and apologizes for being bounced around. He talked with me in a lot of detail about what's going on, and finally apologized again and said I need to contact SiriusXM Guardian again. I'm now burning inside. I'm proud of not cursing or being mean to this guy at this point, but I basically said I want Tech from FCA to contact Tech at Sirius and figure this out. I've done all I could to resolve this. Then the chat disconnected and I got a new agent on the line. LOL. The Jeep Wave guy didn't bother to call me or anything. I just left.

I'm defeated at this point, and this tech issue is so dumb to begin with. They win! I can't spend any more time on it. Maybe if there is a class action lawsuit over false advertising a feature for this $50k+ vehicle, maybe the full gamut of Uconnect issues will miraculously get resolved. One can only hope.

So frustrated ?
-D

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[athous]

I’ve never gotten this function to work either. The remote start/unlock work though. It’s pretty common that it doesn’t work. No idea why and sounds like they don’t care to fix it either.

 

[Mr._Bill]

I'm having a related issue in 3 places:

1. UConnect App on my Android phone is missing the "Info" tab and the "Location" tab. All I have is "Remote" features that DO actually work.
2. Mopar.com Dashboard Vehicle Health reports and any information about gas tank or tire pressure is missing. The square that says "Vehicle Health Report" has an error message, " There was an error loading this data ".
3. I've attached my Jeep to my Google Home. I can say "Ask Jeep to start my Gladiator", and this feature works. (It's a "remote" feature). However, when I ask the question, How much fuel do I have, I get an error (this is an "info" feature). This is page 307 in the manual (2021 Gladiator), if you want to see what I'm talking about here.

I've spent 2.5 hours talking to people about this today.

1. JeepCares chat to start. They said I need to call Jeep Customer Service.
2. Called Jeep Customer Service. They said I need to contact SiriusXM Guardian to resolve the issue.
3. Called SiriusXM Guardian. While on the phone, she asked me to get inside the Jeep, dial an SOS call and have the agent check to make sure they can locate my vehicle. It worked. She was going to open a ticket, put my on hold to talk to her sup. Came back and said, "This is a known issue with FCA. You need to contact your dealer and get them to open a "STARR" ticket." Whatever that means.
4. I'm starting with JeepCares Chat again. They have no clue what I'm talking about and suggested I contact my dealer. I complained that I have this "Jeep Wave" 24/7 support thing and I don't understand what the point is if they can't help me and tell me to contact my dealer for every little issue. My dealer didn't make the car and I don't expect them to offer me any customer support. They said if I want to talk to Jeep Wave, they will connect me in the chat......hold up....you mean Jeep Cares and Jeep Wave are two different groups to chat with?!?!?! ummmm ok....I guess I'm going to get the VIP treatment now....
5. Jeep Wave rep gets on the chat. He definitely has WAY more empathy for the situation and apologizes for being bounced around. He talked with me in a lot of detail about what's going on, and finally apologized again and said I need to contact SiriusXM Guardian again. I'm now burning inside. I'm proud of not cursing or being mean to this guy at this point, but I basically said I want Tech from FCA to contact Tech at Sirius and figure this out. I've done all I could to resolve this. Then the chat disconnected and I got a new agent on the line. LOL. The Jeep Wave guy didn't bother to call me or anything. I just left.

I'm defeated at this point, and this tech issue is so dumb to begin with. They win! I can't spend any more time on it. Maybe if there is a class action lawsuit over false advertising a feature for this $50k+ vehicle, maybe the full gamut of Uconnect issues will miraculously get resolved. One can only hope.

So frustrated ?
-D

There appears to be an issue with the link between your account and your VIN. Does the Dashboard show you as the Vehicle Owner? Until it does, things may not work properly.

 

[gpwrang33]

I'm having the same issue but I've been holding off because I figured I'd get the same run around you did. What @Mr._Bill said might be the issue but I wouldn't know who to talk to about that.

 

[FoxForce4]

Same here. Took delivery a few weeks ago. Didn't work then, never worked. Too many cooks in this kitchen- Jeep, AT&T I think, Sirrius.... round and round and round.

 

[Mr._Bill]

Same here. Took delivery a few weeks ago. Didn't work then, never worked. Too many cooks in this kitchen- Jeep, AT&T I think, Sirrius.... round and round and round.

The system is managed by SiriusXM. It uses the AT&T cellular network for communication. The dealer should have set it up for you and had it working before you drove away.

 

[gpwrang33]

I don't have the AT&T hotspot set up yet, trying to save my free trial for the summer months plus my Verizon cell phone has a hotspot so I don't need it right now. I'm wondering if that's the reason why I don't have the "send & go" or the "locate" feature on the app or it could be that I'm not listed as the owner in the Mopar app. ?‍

 

[Mr._Bill]

I don't have the AT&T hotspot set up yet, trying to save my free trial for the summer months plus my Verizon cell phone has a hotspot so I don't need it right now. I'm wondering if that's the reason why I don't have the "send & go" or the "locate" feature on the app or it could be that I'm not listed as the owner in the Mopar app. ?‍

The AT&T hotspot feature is separate from the Guardian remote functions. If the problem is poor cellular coverage, the hotspot feature also won't function properly. If you're not yet marked as the owner, you may not be able to setup the hotspot.

 

[Pauhana99]

Hi All, just joined the forum. I have the exact same issue. Was tossed around between various customer service folks at Guardian. They told me, like they did with DLAW, to contact my dealer to open a "Star Ticket" to address the issue. I asked the rep if there was a TSB or other thing I could reference at the dealer. She said not yet, but that FCA/Sirius are both aware of the issue etc... I'm not going to make a special trip to the dealer for this, and judging by the thread I think it doubtful the dealer will know what to do with it without a reference case or example to work from. If anyone has addressed this with a dealer, would be interested to learn. Thanks!

 

[DLAW]

Hi All, just joined the forum. I have the exact same issue. Was tossed around between various customer service folks at Guardian. They told me, like they did with DLAW, to contact my dealer to open a "Star Ticket" to address the issue. I asked the rep if there was a TSB or other thing I could reference at the dealer. She said not yet, but that FCA/Sirius are both aware of the issue etc... I'm not going to make a special trip to the dealer for this, and judging by the thread I think it doubtful the dealer will know what to do with it without a reference case or example to work from. If anyone has addressed this with a dealer, would be interested to learn. Thanks!

Welcome.
Keep us posted on progress or any information you find out that can be helpful. Seems like this is impacting a lot of people on this forum.

One more thing I did was contact the android app developer about the missing features. Haven't heard a peep from them.

Everyone that has these issues should be putting pressure on FCA. The more people calling, the more likely they will do something about it.

 

[gpwrang33]

So an update.......I hit the assist button above the rearview mirror and it brought up four squares on my screen. The bottom left one was the siriusxm guardian square and I hit it. It connected me to an operator which I was on the line with her for about 45 mins which was mainly just waiting for another tech to try to figure out why I didn't have the location tab or the info tab. I told her that it was my first time hitting the button and wanted to know more about it then she asked if I had any other questions and I brought up the Uconnect app and how I was missing the location tab. After a little while of her getting updates from the other tech she said they have to open a ticket to try and get it resolved. This was on Tuesday night and I looked today and I have all the tabs. Not sure what they did but it fixed my issue.

 

[DLAW]

Update to these above issues: For the past few months, I've noticed that I have been getting info updates on my Jeep much more frequently through the Uconnect app. It seems like anytime I'm low on fuel, I will have a notification on my phone about it which is nice to remind myself that I'll need to stop on my way out. When I first got the Jeep, I was only getting a monthly report at best, which was really silly, especially for a fuel tank update. I'll have to keep my eye on it, but I think I might be getting an update every day now.

I still have no word on who fixed what, but the info tab on my Uconnect Android App also works just fine now.

 

[Dunks001]

Have the same issue. Been getting the run around from SiriusXM for 4 months. The reps always say they noted my issue but it’s like my first time calling every time - gotta start from the beginning. SOS doesn’t work. Assist connects after registering but it’s not registered. Market place app doesn’t load or register. Lock / unlock, remote start work. It’s weird.

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