In the same boat - not connected since 26th Feb. Not used it either, cos of 'rona. Went for a drive today, nothing. Connected via phone hotspot ok. Called support who said after a while of not being used the OCU (Onboard Communication Unit) thinks 'sod it' and shuts down. Apparently they're going to try and remotely reactivate (how?) but else it's garage time for a 20 minute reset. He had no clue as to how long being still before the OCU gives up on life so a 2 or 3 week holiday and ???? His suggestion was to turn the ignition on each week to let it connect

If garage time will check they do the Workshop Campaign 91AL update - where can I look up anything else that needs doing? I assume this will be free??

Oddly enough - I got the car 1st March 2020 - seems random it's stopped working 26th Feb 2021. Security Services are registered until 2023.

--- UPDATE ---
Officially been told to take it to a garage. Asked support to let them know what to do. But will quote the service update in this thread and see. Like to see them try and tell me it's my phone that's the issue . They'll be keeping it and giving me a loaner until it is sorted!

Obviously the service department is closed from 12pm on a Saturday... Will report back once resolved.

 

Good luck!

I took mine in (booked in by telephone having already dealt with the support team in Germany via email) and they tried to fob me off for ages with “we can show you how to set the app up” “there’s nothing we can do”.

It was ‘about’ 12 months since I’d picked mine up to, there was some mention of ‘car not properly registered’ but I’m far more inclined to trust the garage I got it from in Stockport rather than the local shower (Nottingham). Worth mentioning the workshop campaign code each time you speak to them, they didn’t charge me (unusual for that dealer) so there must have been a mechanism for them to back charge VW UK.

 

I set up a movement alert for the car in the web portal when it was in the dealers, I knew as soon as they'd fixed it as I got a load of email notifications through!!

 

Back from the repair. A few notes,
They wanted both keys (they didn't tell me this so I had to go home and get the second key - using their loan car!)
They did the software update and the reset of the module - all working again. This app is much faster getting commands to the car as well. Much faster!
Had an email overnight saying the security services had been removed from my account, but all seems working still, can remotely open, close windows / locks, stop / start charging, etc.

Process took a day, though I think they only started working on the car at 12pm. But was happy.

Heard about another eGolf in the day before with the same issue, makes me think this is quite wide-spread.

Also heard about a T-Roc which they had in for 6 weeks - they couldn't get it to register the Primary User and another (id3) where the update went wrong and fried the front camera module. Seems soon independent garages won't be able to fix cars without access to these software systems and will be out of business... shame.