4G Modem replacement details

[FusionManiac]

As if you could write the part numbers on which the TCUs were exchanged, because I would undertake the replacement myself. But I don't know what to buy

[theterminator93]

On 2/2/2022 at 8:18 PM, river-wear said:

I think you're right, Frank. It amazes me the modem technology would affect the app, but I know it must given the major app problems going from 2G to 3G. When they weren't ready, they took the easy way out and didn't even consider their customers.

 

IMO, anyone within the bumper-to-bumper warranty - like you - should be covered at no cost.

 

I found the directions on how to swap the modem, complete with color photos, in case anyone wants to self-install. Assuming you can get the modem amid this chip shortage. I only found out about this change (with the app de-commissioning in just three weeks) today when I got a push notification.

On 2/23/2022 at 10:08 AM, FusionManiac said:

As if you could write the part numbers on which the TCUs were exchanged, because I would undertake the replacement myself. But I don't know what to buy

 

Follow the link in the earlier post, which I quoted. Given the order process I am not sure a consumer would be able to order the modem.

 

I had my modem upgraded this morning for $318 + tax as expected; I was in at 9 and out by 11. So far FordPass isn't showing any of the mobile features. I'm letting the car update to the latest version of Sync just in case, and we'll go from there...

[FusionManiac]

Got a Ford diagnostic cable? Can you check what module (tcu) Ford installed and gate (gwm)in your car ?

Edited February 23, 2022 at 09:59 PM by FusionManiac

[theterminator93]

No, I don't, sorry. I have an SCT XCal2 I use for tuning and datalogging my T-bird but I'm sure it's much too old to interface with the PCM on these.

 

No luck getting the car activated into FordPass, despite following the reset/wait etc. procedure. I will give it a couple days to see if Ford needs to let their databases sync up or something before I try again...

[muzicman61]

I guess I never realized that MyFord Mobile was going away and we are being forced to use Ford Pass.  Ford Pass hasn't been able to identify any status on my 17 FFE for a couple years now.  

[Locutus]

On 2/24/2022 at 8:49 AM, muzicman61 said:

I guess I never realized that MyFord Mobile was going away and we are being forced to use Ford Pass.  Ford Pass hasn't been able to identify any status on my 17 FFE for a couple years now.  

For the remote functions and status to work requires your cars 3G modem to be replaced with a 4G modem.  And even then, FordPass will not function exactly as MyFord Mobile did.

Edited February 24, 2022 at 06:00 PM by Locutus

[muzicman61]

On 2/24/2022 at 8:01 AM, Locutus said:

For the remote functions and status to work requires your cars 3G modem to be replaced with a 5G modem.  And even then, FordPass will not function exactly as MyFord Mobile did.

 

5G modem?

[Locutus]

On 2/24/2022 at 12:59 PM, muzicman61 said:

 

5G modem?

Typo.  Fixed.

[FusionManiac]

Only to replace, we need to know the part numbers for which the TCU were replaced, because I would undertake the replacement myself. But I don't know what to buy. Nobody what was mentioned on the Ford service will not share the information what tcu has been installed for him?

[poperuan]

Hello! I just bought a certified pre-owned 2019 FFE in October 2021. I have come to love utilizing the MyFordMobile app for remote starting, checking the charge status, and all the other features. Fast forward to 23 February, I opened MyFordMobile to check the charging status, and I received a notification that the MyFordMobile application has been decommissioned. In the details of the message, it said if I wanted to continue enjoying 2019 FFE online services I would need to purchase a "4G modem upgrade kit" and migrate the VIN to FordPass. So, I searched the Internet for this kit, and found this forum thread! 

 

First, I called my local Ford dealer and they told me that my VIN wasn't eligible for a 4G upgrade. Confused, I told the representative that the application has been decommissioned and about my 4G upgrade notification. He ended up telling me that I needed to come in to Ford and order the kit with the parts department and then I could set up an installation time. So, I went to the Parts department today and tried to order the kit. The parts guy asked me where my "letter" was. He said that he could not order a 4G modem for me unless my vehicle was part of the Customer Satisfaction Program 21B09. Taking a look at the details of the program, it clearly stated that the upgrade is only for 2019 FFE's within a 2 year complementary trial period. When I bought the car, it was already outside the trial period. I inquired when I might be able to order a 4G modem for my vehicle, and he said I will not be able to. Ultimately, he said I should call Ford in a "few months" and see if I might be able to order one then.

 

This is very frustrating, considering the FFE already costed an extra premium. I had no idea going in about this loss of functionality, and I just want to be able to have online services again. I hope that a solution is implemented in the next few months. Very poor customer service on Ford's end, and no way for me to be able to request an install. If any of you guys have any luck getting the kit installed without being in the Customer Satisfaction Program, please let me know. Thanks!

 

-Ryan

[Paul Creed III]

What's maddening is that my 2019 owner's manual says that the remote functions provided by the modem have 4 years included with the purchase of the vehicle. However, digging into the warranty, shows that the Sync components are not included in the 3 year/36,000 mile warranty (page 15 of the warranty document when using the Ford Pass app). 

[Locutus]

On 2/27/2022 at 7:21 AM, Paul Creed III said:

What's maddening is that my 2019 owner's manual says that the remote functions provided by the modem have 4 years included with the purchase of the vehicle. However, digging into the warranty, shows that the Sync components are not included in the 3 year/36,000 mile warranty (page 15 of the warranty document when using the Ford Pass app). 

And the app itself says five years.

[Phu]

I have a 2017 FFE.  Same problem.  Called Ford dealers around my area, Miami.  They are clueless and say they don't know anything about modem upgrade.  Chat with Ford.  They were no help.  Will try again in 3 months.  Hope enough people complain that it gets proper attention.  

[muzicman61]

On 2/27/2022 at 1:33 PM, Phu said:

I have a 2017 FFE.  Same problem.  Called Ford dealers around my area, Miami.  They are clueless and say they don't know anything about modem upgrade.  Chat with Ford.  They were no help.  Will try again in 3 months.  Hope enough people complain that it gets proper attention.  

 

I would not wait 3 months.  The CSP 21B09 is only in effect until May 31, 2022.

[muzicman61]

Well, got a call from my Service Manager.  He can't for the life, figure out why my car is not covered.  Said to call Ford's Customer Relations line (800-392-FORD).  So I called, and the woman I spoke with was clueless.  Wanted to call the dealership to find out why.  I explained they didn't know and that's why I was calling.  She finally told me I'd have to call the Ford Recall Line.  She gave me that number but it was actually to NITS.  NITS has no idea (nor would I expect them to), as to why my specific VIN is not covered.  They only have some details about the recall like what it's for and why it was put in place. 

 

So I called back to Ford and talked to another individual.  Again, no idea why my VIN is not covered.  When I provided a VIN of another vehicle that was covered, the only difference he found was that the other vehicle had a sale date in 2018 where mine was in 2016.  But when I asked him why that made any difference, since the 21b09 recall goes back as far as Energi's built as far back as October, 2013, he had no idea.  I asked him to escalate my call to someone who could give me a definitive answer, and he said there was no escalation path but that I could write a letter to Ford Customer Relations Center.

 

I called my Service Manager back and he said he'd be willing to charge the labor at the Recall rate which is a bit cheaper than their normal labor rate.

 

What a CLFK!

[theterminator93]

Still not having any luck getting FordPass to show any of the remote features after the modem upgrade. I spent an hour on the phone with their call center as they walked me through their pre-scripted troubleshooting processes (most of which I already tried) to no avail. They told me go back to the dealer to have them double-check their work... so I'm headed back next Wednesday morning to see what happens.

[mdntblu]

On 3/1/2022 at 2:36 PM, theterminator93 said:

Still not having any luck getting FordPass to show any of the remote features after the modem upgrade. I spent an hour on the phone with their call center as they walked me through their pre-scripted troubleshooting processes (most of which I already tried) to no avail. They told me go back to the dealer to have them double-check their work... so I'm headed back next Wednesday morning to see what happens.

That's interesting. So you're not seeing stuff like unlock/lock/start/etc? 

[FusionManiac]

On 3/1/2022 at 11:36 PM, theterminator93 said:

Still not having any luck getting FordPass to show any of the remote features after the modem upgrade. I spent an hour on the phone with their call center as they walked me through their pre-scripted troubleshooting processes (most of which I already tried) to no avail. They told me go back to the dealer to have them double-check their work... so I'm headed back next Wednesday morning to see what happens.

Write what Ford service has installed tcu.

Edited March 2, 2022 at 05:47 AM by FusionManiac

[theterminator93]

That's correct - no functions related to the car. Only basic "generic" web-based information like Ford news, known service history, dealer locator etc.

 

As far as the part they installed, I'm not going to go digging through the cabin to find the modem and read the numbers off it. The parts invoice lists it as VMU7Z-A00A25-C.

[Mike]

On 2/2/2022 at 2:55 PM, Locutus said:

The same thing happened to me.  The app today has a notice "Application Decommissioned" warning that the 3G network and app will stop working this month.  I have a 2020 Ford Fusion Energi with only 11,000 miles.  I contacted Ford and was told my VIN is not included in the discounted/free upgrade.  I also contacted a dealer and they want $300 for the part and $400+ for the installation.  I don't understand why I have to pay $700+ to restore features that I already paid for.  I used to own a 2014 Energi.  The same thing happened with that model.  AT&T made changes that caused MFM to no longer work.  When it happened then, there was a free upgrade from Ford to fix the issue.  Why does it cost now?

My question also. And why did Ford start with 3G when they knew that our 2019 Fusion Energi would lose 3G functionality in only 3 years? I’ve lost confidence in Ford after their continued failure to support their products. Why buy anything new if the tech is only good for three years?

[Locutus]

On 3/2/2022 at 1:06 PM, Mike said:

My question also. And why did Ford start with 3G when they knew that our 2019 Fusion Energi would lose 3G functionality in only 3 years? I’ve lost confidence in Ford after their continued failure to support their products. Why buy anything new if the tech is only good for three years?

Ford didn't have FordPass ready for the Energi models.  Because of this, the Energi's were left on MyFord Mobile which requires 3G modems.

[muzicman61]

There seems to be no rhyme or reason about which vehicles are covered and which ones are not.  And no one at Ford seems to be able to answer that question.  How sad.  Henry is probably rolling in his grave. ?

[eminaise]

Soooooo..  I made a stink and my local ford dealer ate the cost of the labor and all i had to do was pay for the 4g modem. IU had a 2016 Fusion Energi that I bought new in Jan 2018, so i was still within my first 5 years. my the modem installed this morning, took less than 2 hours.    Now, I'm back at home and can't use FordPass.  When i enter my VIN, the app says "that's a ford electric Vehicle" and I  must use MyFord Mobile.   the FordPass app gives me a link to the MyFord Mobile, which says it's been decommissioned when I click on it.

 

help?

[Mike]

On 3/2/2022 at 1:06 PM, Mike said:

My question also. And why did Ford start with 3G when they knew that our 2019 Fusion Energi would lose 3G functionality in only 3 years? I’ve lost confidence in Ford after their continued failure to support their products. Why buy anything new if the tech is only good for three years?

So some Ford executive decided to continue to push out FFEs with time-limited modems, didn't even update the modems when Ford knew there would be a problem well in advance, and now stick their customers with the cost of fixing it. That's the definition of a scam. This could've been corrected much earlier. Ford just couldn't be bothered. Someone on this forum said they were going to their AG. Not a bad place to start.

[muzicman61]

On 3/2/2022 at 1:48 PM, eminaise said:

Soooooo..  I made a stink and my local ford dealer ate the cost of the labor and all i had to do was pay for the 4g modem. IU had a 2016 Fusion Energi that I bought new in Jan 2018, so i was still within my first 5 years. my the modem installed this morning, took less than 2 hours.    Now, I'm back at home and can't use FordPass.  When i enter my VIN, the app says "that's a ford electric Vehicle" and I  must use MyFord Mobile.   the FordPass app gives me a link to the MyFord Mobile, which says it's been decommissioned when I click on it.

 

help?

 

That's interesting... I added my Energi to Ford Pass years ago.  Never complained that it was an "electric vehicle".  Used to actually work and show me my odometer, fuel level and oil life.  But about a year ago, it quit reporting on those details.  I have not tried removing the vehicle and adding it back in.