nhruch
New member
- Joined
- Dec 15, 2025
- Messages
- 1
- Reaction score
- 0
- Points
- 1
- Genesis Model Year
- 2026
- Genesis Model Type
- Genesis GV70
This is currently ongoing and awaiting next steps.
My connected services completely stopped working a couple months after purchasing my 2026 GV70. Attempting to reconfigure connected services resulted in a message indicating the modem was not connected. Sure enough, the modem information shows all 0s for the IMEI and USIM.
After a few weeks I called in to determine how to resolve the issue. Winter is here and remote start is a major factor in purchasing this car. I've done some research online and it seems like several customers experiencing this issue requires taking it to a shop so they could replace the faulty modem. I anticipate needing to do this, but after calling the dealership, they told me I need to go through connected services first.
I called GCS and we ran through the dashboard reboot sequence, but that did not fix it. The connected services symbol in the top right shows 4 periods indicating no signal. The customer service rep indicated that she needed to create a ticket for a tech to take a look at. She had mentioned someone would take a look at in 7 days.
After not hearing anything back in 7 days, I called back to see what updates were available. The service rep found the ticket and informed me that it wasn't 7 days but instead 7 business days. I was calling on the 5th business day. She was pretty adamant that I would indeed hear back from them by 7 business days. She did have me walk through the system reboot again and added additional comments to the ticket.
Now at 9 business days, I called back to get an update. After being placed on a 5 minute hold, the customer service rep this time came back and told me the ticket actually had not been submitted... That I will now need to wait upwards of 7-10 business days before hearing from a tech representative.
I asked if there was a way to move up the ticket as we've been working this already 13 days now and it would be really disappointing to be put back onto the end of the queue, but she said she cannot do anything.
At this point, I feel a bit defeated, disappointed and helpless. I get it can take time to work on some things, especially when there are tiers of support, but it just seemed like they are continually pushing me off, and I don't know how they failed to escalate the ticket after I had called three times prior. I had just bought this car in August, and now one of it's best features in non-functional with no clear way forward. I get the sense that I'm entering a multi month long process to get something done.
So, buyer beware I guess. The car itself is great but the services they provided seems to be problematic at the moment. I'll report back with any updates they have.
My connected services completely stopped working a couple months after purchasing my 2026 GV70. Attempting to reconfigure connected services resulted in a message indicating the modem was not connected. Sure enough, the modem information shows all 0s for the IMEI and USIM.
After a few weeks I called in to determine how to resolve the issue. Winter is here and remote start is a major factor in purchasing this car. I've done some research online and it seems like several customers experiencing this issue requires taking it to a shop so they could replace the faulty modem. I anticipate needing to do this, but after calling the dealership, they told me I need to go through connected services first.
I called GCS and we ran through the dashboard reboot sequence, but that did not fix it. The connected services symbol in the top right shows 4 periods indicating no signal. The customer service rep indicated that she needed to create a ticket for a tech to take a look at. She had mentioned someone would take a look at in 7 days.
After not hearing anything back in 7 days, I called back to see what updates were available. The service rep found the ticket and informed me that it wasn't 7 days but instead 7 business days. I was calling on the 5th business day. She was pretty adamant that I would indeed hear back from them by 7 business days. She did have me walk through the system reboot again and added additional comments to the ticket.
Now at 9 business days, I called back to get an update. After being placed on a 5 minute hold, the customer service rep this time came back and told me the ticket actually had not been submitted... That I will now need to wait upwards of 7-10 business days before hearing from a tech representative.
I asked if there was a way to move up the ticket as we've been working this already 13 days now and it would be really disappointing to be put back onto the end of the queue, but she said she cannot do anything.
At this point, I feel a bit defeated, disappointed and helpless. I get it can take time to work on some things, especially when there are tiers of support, but it just seemed like they are continually pushing me off, and I don't know how they failed to escalate the ticket after I had called three times prior. I had just bought this car in August, and now one of it's best features in non-functional with no clear way forward. I get the sense that I'm entering a multi month long process to get something done.
So, buyer beware I guess. The car itself is great but the services they provided seems to be problematic at the moment. I'll report back with any updates they have.
