Jaguar F-Pace Forum banner
1 - 20 of 29 Posts

·
Registered
Joined
·
11 Posts
Discussion Starter · #1 ·
My three month trial period ends March 1st. When I go to att my connected car site, it asks to create account. I proceed, then it asks to enter Vin #, after I enter Vin and check USA, it comes up with error message "there is a problem with your vin #" please call customer service.

When I call them, they cant find vin, They were able to get me the cell number the car uses to reach cell towers, the day it was activated, but unable to renew. I have spent hours on the phone with AT&T connected car, Jaguar customer service, and my dealer says they cant help me as the trial service worked so they did their job right. Well somebody screwed up, I'm about to loose my Hot spot wifi and everything it runs.....dont know what to do
 

·
F Pace Expert
Joined
·
2,583 Posts
Try sending your VIN and CCID and an explanation of your problem to:

Janelle L. Pharris
InControl, Service Lane Technology Specialist
1.201.818.8221
[email protected]

And see if that helps. It's a shot in the dark. You CCID is on the SIM car packet that came with your documentation. She is not a tech support person but somehow is, or was, the person in charge of matching VIN registrations to SIM registrations. She might also be able to direct you to right place if she can't help.

Frankly, and bluntly, you screwed up. Everyone should go into their connected car account as soon as they get vehicle to see if everything is correctly configured way before the trial period runs out.
 

·
Registered
Joined
·
11 Posts
Discussion Starter · #3 ·
Try sending your VIN and CCID and an explanation of your problem to:

Janelle L. Pharris
InControl, Service Lane Technology Specialist
1.201.818.8221
[email protected]

And see if that helps. It's a shot in the dark. You CCID is on the SIM car packet that came with your documentation. She is not a tech support person but somehow is, or was, the person in charge of matching VIN registrations to SIM registrations. She might also be able to direct you to right place if she can't help.

Frankly, and bluntly, you screwed up. Everyone should go into their connected car account as soon as they get vehicle to see if everything is correctly configured way before the trial period runs out.
Thank You for your help appreciate it, yes I did screw up, wasnt familar with how jaguar does things. How do I find Sim card number ? I dont think they gave me a packet, Ill look.
 

·
Registered
Joined
·
1,285 Posts
They did not give me a packet with car, must be another way to get it...
Mine was in with owner's manual/documentation. However, you can get the ICCID from the SIM card. It's the 16-digit number on the card.
 
  • Like
Reactions: VZX-CO

·
Registered
Joined
·
2,435 Posts
My three month trial period ends March 1st. When I go to att my connected car site, it asks to create account. I proceed, then it asks to enter Vin #, after I enter Vin and check USA, it comes up with error message "there is a problem with your vin #" please call customer service.

When I call them, they cant find vin, They were able to get me the cell number the car uses to reach cell towers, the day it was activated, but unable to renew. I have spent hours on the phone with AT&T connected car, Jaguar customer service, and my dealer says they cant help me as the trial service worked so they did their job right. Well somebody screwed up, I'm about to loose my Hot spot wifi and everything it runs.....dont know what to do
I'm having the same issue but for a different reason. I re-established my InControl Account, by dropping and adding the F-Pace again to try to clear up the issues I was having with remote start. When I did this, I ended up having the same issue you are seeing. I've called AT&T and they have opened a ticket specifically for myconnected car and the dealership. Supposedly they will work to re-synch up the VIN to my myconnected car account.

I'm hoping Remote works much better after this is all done. We'll see.
 

·
Registered
Joined
·
536 Posts
Try sending your VIN and CCID and an explanation of your problem to:

Janelle L. Pharris
InControl, Service Lane Technology Specialist
1.201.818.8221
[email protected]

And see if that helps. It's a shot in the dark. You CCID is on the SIM car packet that came with your documentation. She is not a tech support person but somehow is, or was, the person in charge of matching VIN registrations to SIM registrations. She might also be able to direct you to right place if she can't help.

Frankly, and bluntly, you screwed up. Everyone should go into their connected car account as soon as they get vehicle to see if everything is correctly configured way before the trial period runs out.
When you say "go into their connected car account" are you referring to In Control Apps? If not, where should we go to make sure everything is set up properly?
 

·
F Pace Expert
Joined
·
2,583 Posts
https://myconnectedcar.att.com

once you are setup it won't show you a whole lot but will notify you when trial is up and let you easily pay up if you want
 
  • Like
Reactions: Roadsterguy

·
Registered
Joined
·
22 Posts
I'm also having the same issue with AT&T. Spent 2.5 hours with AT&T yesterday, and they have no record of my VIN number, even though I had the 3 month trial... Trying the Jaguar contact earlier in this thread. Hope she can assist...
 

·
F Pace Expert
Joined
·
2,583 Posts
I'm also having the same issue with AT&T. Spent 2.5 hours with AT&T yesterday, and they have no record of my VIN number, even though I had the 3 month trial... Trying the Jaguar contact earlier in this thread. Hope she can assist...
Also suggest trying to get your dealer service folks to hit up same contact. They may get more immediate response.
 

·
Registered
Joined
·
585 Posts
Here's a way-out thought. Did any of you having this problem, per chance, save the original e-mail from AT&T informing you of your account registration. I dug mine up after four months and it had the link to complete the process, as well as a registration code and the wireless number. From there it was as easy as falling off a log. FWIW
 

·
Registered
Joined
·
2,435 Posts
I'm in the same boat, but it not at the renewal. My 3G is working but there is no connection between my 3G AT&T account and my InControl account. AT&T is fine and keep taking my monthly costs, but I'm getting the same error message when I try to link the accounts from INcontrol. I opened a ticket with AT&T and they were supposed to work with the dealership to get it fixed, but that was 3 weeks ago and no progress. I may try contacting Janelle as well.

I don't think I have the packet for the SIM since I think the dealership keep that, the CCID is on the SIM right? I'll pull the SIM and see if it is on there.
 

·
F Pace Expert
Joined
·
2,583 Posts
I'm in the same boat, but it not at the renewal. My 3G is working but there is no connection between my 3G AT&T account and my InControl account. AT&T is fine and keep taking my monthly costs, but I'm getting the same error message when I try to link the accounts from INcontrol. I opened a ticket with AT&T and they were supposed to work with the dealership to get it fixed, but that was 3 weeks ago and no progress. I may try contacting Janelle as well.

I don't think I have the packet for the SIM since I think the dealership keep that, the CCID is on the SIM right? I'll pull the SIM and see if it is on there.
Unclear what accounts you're trying to link?

The accounts you should have are:

jaguar.here.com and incontrol.jaguar.com; these share a common userid (email) and password and are used for Route Planner and Remote/vehicle info respectively

myconnectedcar.att.com: this has a completely separate userid (though also email) and password and is not in any way "linked" to the above accounts and is exclusively used for 3G/SIM connection and your service through ATT.

Yes, CCID is on your SIM though have you searched in your usermanual leather folio to see if they stuck SIM card packet in there?

It is really frustrating to read about people having all these accounts problems way down the road. GET THIS STUFF SETUP AT THE DEALERSHIP THE DAY OF DELIVERY. DON'T WAIT UNTIL MONTHS AFTER THE DELIVERY.
 
  • Like
Reactions: Roadsterguy

·
Registered
Joined
·
258 Posts
Jeez...this AT&T process is a real in the rear. Thank God i have T-Mobile. Picked up the twin last week went to T Mobile got a SIM card, medium size, and in one minute I was all set to go. Same with the older twin.
 

·
F Pace Expert
Joined
·
2,583 Posts
Jeez...this AT&T process is a real in the rear. Thank God i have T-Mobile. Picked up the twin last week went to T Mobile got a SIM card, medium size, and in one minute I was all set to go. Same with the older twin.
The ATT process is super simple IF an owner bothers to complete the myconnectedcar.att.com account just after they get the vehicle.
 

·
Registered
Joined
·
585 Posts
ATTENTION all new car owners and those about to take delivery or contemplating a purchase. PLEASE, please read the quotes from VZX-CO below. That's as clear an explanation as you will get about what it takes to connect your car.

With internet access and real time traffic etc. etc. it's no longer a matter of just driving a car off the lot. Both owners and dealers need to get a bit familiar with on-line accounts, cloud service and network connections. Unfortunately, owners' manuals are woefully deficient, many dealers are poorly informed and owners often seem overwhelmed.

The requirement for an account to "manage" your data usage is not unique to AT&T. No matter how easy it is to use T-Mobile or any other SIM provider, you still need an account to manage your data, and that is separate from the connection for Jaguar Remote.

So PLEASE do your homework, get at least a rudimentary familiarity with how your car connects and follow up the e-mail notification from AT&T on day one. So many of the woes on this forum are exacerbated by "operator error" .... don't add to it through your own negligence.



Unclear what accounts you're trying to link?

The accounts you should have are:

jaguar.here.com and incontrol.jaguar.com; these share a common userid (email) and password and are used for Route Planner and Remote/vehicle info respectively

myconnectedcar.att.com: this has a completely separate userid (though also email) and password and is not in any way "linked" to the above accounts and is exclusively used for 3G/SIM connection and your service through ATT.

Yes, CCID is on your SIM though have you searched in your usermanual leather folio to see if they stuck SIM card packet in there?

It is really frustrating to read about people having all these accounts problems way down the road. GET THIS STUFF SETUP AT THE DEALERSHIP THE DAY OF DELIVERY. DON'T WAIT UNTIL MONTHS AFTER THE DELIVERY.
The ATT process is super simple IF an owner bothers to complete the myconnectedcar.att.com account just after they get the vehicle.
 
1 - 20 of 29 Posts
Top