You currently have no contracts for mobile online services

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ProstetnicVogonJeltz
Posts: 59
Joined: Sun May 09, 2021 1:52 pm

Post by ProstetnicVogonJeltz »

Suddenly last week, with no obvious trigger, I had a message in my VW app: "You currently have no contracts for mobile online services"

I checked "My VW" and yes, I still had a contract for another 9 months. So I contacted my favourite technical support guys from WeConnect. They told me I needed to go to the VW shop, put "WeConnect" and "WeConnect Plus" in my shopping basket, "buy" them (at zero cost), and then drive around a bit.

The VW shop was away for a day or so, with a very nice message telling me they'll be back soon ("We are working to improve your customer experience", surely the website equivalent of "we are receiving an unexpectedly high number of calls"). When they did get back, I carried out this procedure and it all went back to normal.

I asked tech support why I had needed to do this and they said "You need to do it to use vehicle software version 3+". I told them I had had 3.0 for several months and this had not been required, but had suddenly appeared for no reason. They chose not to answer.

On the upside, the basic WeConnect contract is now unlimited in time (though it doesn't give you much) and the "Plus" contract rebased to give another 3 years' coverage. I'm hoping VW will have got it right by then.
Bill Manhire’s not getting any younger.

RichyJ91
Posts: 17
Joined: Fri Oct 06, 2023 4:02 pm

Post by RichyJ91 »

Thanks so much for this, mate. I was in the same position after having been updated to 3.2 this week - I’d never have known I needed to download those apps from the shop. I still had 12 months left on my mobile services, but now have 3 years so that’s not too bad either!
TimF
Posts: 215
Joined: Wed Jun 23, 2021 6:41 am

Post by TimF »

Once again, the forum provides information which VW don't. Thanks for the advice to "buy" supposed extras which don't cost anything. Now all I have to do is work out how to use the extra features!!!
sidehaas
Posts: 1912
Joined: Fri Aug 27, 2021 7:04 am

Post by sidehaas »

TimF wrote: Mon Oct 23, 2023 1:34 pm Once again, the forum provides information which VW don't. Thanks for the advice to "buy" supposed extras which don't cost anything. Now all I have to do is work out how to use the extra features!!!
VW provided this information ahead of the 3.0 OTA update and the exact same process is necessary after the 3.2 update if you are updating the car from a version earlier than 3.0. I've no idea why they didn't explain it this time around, maybe it was supposed to come from the dealers :roll:
ID.3 Family Pro Performance (Jan 22). Also an ID.4 Max. Ohme Home Pro charger.
SinglePointSafety
Posts: 131
Joined: Sat Aug 28, 2021 1:22 pm

Post by SinglePointSafety »

As I've posted elsewhere, if VW are relying on the front-of-shop service people to explain this....lots of luck with that (at my dealership at least, yours might be better, a very low bar for that)
id3 Max 2021
TimF
Posts: 215
Joined: Wed Jun 23, 2021 6:41 am

Post by TimF »

sidehaas wrote: Mon Oct 23, 2023 2:42 pm
TimF wrote: Mon Oct 23, 2023 1:34 pm Once again, the forum provides information which VW don't. Thanks for the advice to "buy" supposed extras which don't cost anything. Now all I have to do is work out how to use the extra features!!!
VW provided this information ahead of the 3.0 OTA update and the exact same process is necessary after the 3.2 update if you are updating the car from a version earlier than 3.0. I've no idea why they didn't explain it this time around, maybe it was supposed to come from the dealers :roll:
My 3.2 update was OTA at home, following OTA 3.1 at home, following 3.0 at the dealer. If it hadn't been for this forum, I might still be waiting for that 3.0 update - neither VW nor the dealer notified me of it being available, and the car never indicated that 3.0 could be provided, OTA or otherwise.
Sprocketman
Posts: 1
Joined: Fri May 05, 2023 7:50 am

Post by Sprocketman »

I have the same problem but can't fix it.
Since the 3.0 software update I now have no active contracts for Mobile Online Service.
Like you, I went to the shop and "bought" WeConnect Plus and WeConnect" at zero cost.
However, unlike you, these purchases failed. I have tried two ways of buying them: a) through the car multimedia screen and b) on the shop.volkswagen.com website. Every time I try it I get an order number. It says I will receive email confirmation shortly, but I never do.
This has been going on for months and to say I am frustrated is an understatement.
How do I speak to someone at VW who knows what they're talking about?
Suggestions welcome
Coopear
Posts: 47
Joined: Tue Nov 10, 2020 12:59 pm

Post by Coopear »

I had this same problem Sprocketman. After several contacts with VW the problem seemed to centre around part of my address details were not complete on my WeConnect profile. So worth checking there.
I suspect they’ve changed some fields from optional to required and I had ended up with a profile with an illegal error embedded as I’d created it years ago skipping all fields that were optional. The fix for this was quite tortuous as the website appears to be very poor at flagging what fields are erroring, plus I had to use a different browser in incognito mode to avoid caching issues.

After completing my profile I was able to:
-successfully add the free contracts to my basket (using VW website rather than the app)
- « Purchase » them
And voila, all seems well, a bizarre fix.

I hope that helps
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