My Ford Mobile Not Working

[JHolter]

Hi

 

I have a 2016 Ford Fusion Energi and my car hasn't been able to sync with My Ford Mobile since 09/18/2018. I have not been able to get help from Ford. Is anyone else having problems.

 

Thanks for your help.

[murphy]

Try resetting the data modem.

 

The hard way:  Remove and reinstall fuse #10 from the fuse panel above the driver's feet.  Requires standing on your head in the driver's foot well so you can see the fuse panel.

 

The easy way: Disconnect the negative lead from the 12 volt battery in the trunk for 1 minute.  The engine control will have to relearn the operating parameters like it did when the car was first started.

[JHolter]

Hi I disconnected my negative battery cable for 30 minutes restarted my car and it worked. I do have a case number from MyfordMobile and my local dealer couldn't figure it out.

 

Thanks so very much for the quick response.

[Melissa P]

When I called the My Ford Mobile help I was told the firmware needed updated. Dealership is clueless & I paid for a software update still not working then My Ford Mobile had me remove my vehicle from app now it won't link again. Beyond frustrated.

[RickEnergi]

I wrote a letter to the CEO, Jim Hackett, voicing my exasperation with Ford's lack of support for the Energi line.  My first call to support yielded a poor-English-speaking Philippine agent who could not answer a single question and took 40 minutes to create a case for me.  Within 24 hours I was contacted by staff from Dearborn, but quickly learned several things:

 

1) They seem to have no dedicated staff for Energi.  They have weekly Wednesday meetings where they discuss customer issues and then respond to the customer, then another week goes by before they respond again.

 

2) They are way behind in app development, site deveiopment, and usability.  Took them weeks to figure out ways to fix my Value Charge not working properly, and even then it only started working by accident - they still aren't sure what's wrong. No answer for why my utility company's plans aren't on their website, even said "we've determined they don't have any plans".  I referred them to the C-Max video on their website where the same utility company's plans are displayed on the video...  

 

3) Much of their problem solving is total guesswork.  "You can't use Go Times with Value Charge, that's why it's charging during peak times."  - Wrong, it will only charge at peak time if it can't be done by the Go Time, mine is done 6+ hours prior.  That's just one example.

 

I basically told Mr. Hackett that if they plan on blowing out Energi's (they do), they need substantial people investment.

Edited November 16, 2018 at 12:18 PM by RickEnergi

[murphy]

The Energi is a Fusion.  It has already been stated that the Fusion line is dead.  I doubt there will be any improvements to the Fusion.

 

The Energi should have had its battery size doubled by now.  See the 2018 Honda Clarity PHEV.  It's rated at 47 miles.  My friend has one and gets over 50 miles.

[Vrock4]

So I recently purchased a used 2015 ford fusion energi titanium and I'm a bit confused. From looking at my window sticker it doesn't appear that I have the wifi hotspot built into the car. It seems from talking with my dad who has a 2017 ford escape titanium that even without the wifi hotspot there is some form of cell modem for the myfordmobile or in his case myfordpass to communicate with. I can't get the confirmation message to pop up on my fusions screen, I tried the suggestion from Murphy above to put and replace fuse #10 (could it be in a worse place?) And still no luck. From the settings > internet menu I have tried connecting the fusion to my home internet, bluetooth tethering, and mobile wifi hotspot from my cell phone and it won't connect. I'm about to call ford for some assistance but before I do I figured I'd reach out here and see if I am missing something. Any advice would be appreciated!

[murphy]

The car originally had a 2G modem on the AT&T network.  AT&T shut the 2G network down at the end of 2016.  You need to get Ford to remove the 2G modem and install a 3G modem if the previous owner didn't bother to do it.  It was free when my 2013 was done.  I don't know if the replacement program had a time limit.  IMHO the dealer should have done that before they sold the car to you.

[OldNeck94]

Hi all, new member to the Forum here.  Purchased a 2016 Fusion Energi from a certified dealer in 2018; they never walked us through the process of setting up MFM.  Now I'm trying to do so to get the Value Charge / GO Time options; when entering the VIN in my new MFM account, I am continually getting an error message that states:  Another user has already initiated authorization for this vehicle.  I've called the help line multiple times and was told to execute a Master Reset (which I did with no luck).  Ultimately they said I needed the 1.4.6 firmware update. 

 

As is typical with many of the posts in this forum, my indications were lack of ability to edit GO Times and to set up value charging times.  Additionally, the system settings indicated that the last time charging was completed was in Sep 2017 (which is obviously false).

 

Taking the advice of many in this forum, and leery of getting the dealer to muck around with the modem, I tried the "Pull circuit breaker #10" method and at least got the settings page to recognize that I most recently charged the vehicle last night -- progress!  However, I'm still getting the "another user" error code listed above, which seems to me to be an update problem within Ford's master system and not necessarily a vehicle problem.  Do I need to perform another Master Reset after freeing the modem up with the CB #10 method?  Any other pieces of wisdom y'all might offer?

 

Thanks in advance.

[murphy]

It sounds like the car is still registered to the previous owner in Ford's computer systems.  Until that is deleted you won't be able to register the car in your account.  The dealer should have done that when he took title to the car.  Time to have a discussion with the dealer.