[e_ford]

Hello. I've had this used car for three weeks now and am having issues connecting the app with the car. It's all set up and authorised so I can 'see' the car in the app. I have paid the £20 to connect the car with the app & use the remote services.

However, the last time the app seems to have connected with the car is prior to my purchase. The app is saying the car is in 'power saving mode' and can't connect to share information, and so I cannot control any of the functions remotely or 'see' the charge level etc. It suggests turning the car on and off but this doesn't work. Having the car in 'Eco' mode doesn't make a difference - this is a different function for the HV battery.

Online searches suggest an issue with the 12V battery:

Deactivate energy saving mode on smart fortwo?

We will see in this post the method to deactivate the energy saving mode of a smart fortwo.

asacannes.com

I wonder if anyone else has had this issue, and if they can offer any advice please? I'm pursuing this with the MB dealership I bought the car from but no-one I've spoken to so far seems to have any knowledge of the issue...

Thanks!

 

[Mld]

I've got a week old car with the same issue. Dealer days its all setup correctly and referred me to EQ helpline but they just seem interested in my phone version, despite me having tried it with a couple of different phones already.

Feels like a server issue to me.

 

[e_ford]

Hi Mld, thanks for your reply. It's interesting that you're getting the same error message with a new car as I was starting to wonder if the problem was related to the 12v battery sitting idle at the dealership for a couple of months. Let me know how you get on - my next stop is calling the app people again.

I've got a week old car with the same issue. Dealer days its all setup correctly and referred me to EQ helpline but they just seem interested in my phone version, despite me having tried it with a couple of different phones already.

Feels like a server issue to me.

 

[Mld]

Having been I touch with the smart people, they came back with


"Thank you for your collaboration
Our technicians have executed a TCU change (reset of the communication module), now they require you to drive the vehicle for at least 10 minutes in a place with good network coverage so that the services can be activated."

But alas things have not been resolved yet. Previously my services were active on the portal with an expiry date but have now changed to pending activation since yesterday.

 

[e_ford]

How frustrating! I guess it could be a 24 hour thing for the services to be activated? I hope you don't get the same error message afterwards. Do please update me how you get on with this - good luck!

 

[Mld]

How frustrating! I guess it could be a 24 hour thing for the services to be activated? I hope you don't get the same error message afterwards. Do please update me how you get on with this - good luck!

No word from Mercedes since last week but today it started to come alive.

It's still often failing to receive commands sent to it, for example to remotely turn on the air con I am having to walk out to the car and power cycle it to wake it up and then I can send the remote climate control activation from the app 🤔

Hoping that's just a a temporary thing.

 

[e_ford]

Hi Mark - yes, after emails with the app team (they said they were restarting/resetting something), the app connected with the car yesterday morning and started showing up to date information, which I'm really pleased about. It also seemed to solve what I thought may or may not be related - the car wasn't charging from my podpoint home charger with the type 2-type 2 lead that came with the car. But since the app has started working, the car will now connect with the podpoint charger. So good news all round, although the mysteries surrounding the whole thing and the overall lack of support (apart from the app people) with the issues is rather unnerving...

 

[newhamish]

Does anyone else have this showing on the network status
I’m too having trouble with the app

what’s the best email for EQ customer service

 

[ital_design]

Does anyone else have this showing on the network status I’m too having trouble with the app what’s the best email for EQ customer service View attachment 149167

I have the same issue

 

[EQ•David]

Is this anything to do with the first three years' [free] subscription? Mine is due to expire in less than a year, and I am definitely not going to pay for the dreadful TomTom or pretty abysmal smart app connectivity. Most probably will replace the head unit ...