Hot spot wont connect to t-mobile data plan

2504 Views 5 Replies 3 Participants Last post by mbownerusa, 8 mo ago

Marvin F

Discussion Starter · May 19, 2022

I tried everything I could think of, but my EQS 450 will not connect to the data plan with t-mobile. Anyone else having that issue?

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DTech

· #2 · 12 mo ago

Marvin F said:
I tried everything I could think of, but my EQS 450 will not connect to the data plan with t-mobile. Anyone else having that issue?

I have had the same problem since getting the car. I can connect to the WiFi in the car but it says "Connected No internet"
The service provider Deutsche Telekom has determined that all is working from their end. They say it is Mercedes problem. Have taken it to 2 Mercedes dealers. They confirm the problem but have no fix.
Have contacted both Deutsche Telekom and Mercedes support. They seem to blame each other.

I did a test:
1) I was subscribed to Deutsche Telekom and tried using the browser in the MBUX it did connect to the internet and I could browse.
2) I unsubscribed from Deutsche Telekom and tried using the browser in the MBUX it did not contact the internet.
3) I re-subscribed to Deutsche Telekom and tried using the browser in the MBUX it did connect to the internet and I could browse.
That convinces me that the problem is that Mercedes do not connect the Deutsche Telecom service to the WiFi but only to the MBUX browser.

I have not found a way to contact the engineers at Mercedes to report the problem.
They need a feedback reporting method. I have other problems that may be more of a safety concern I would like to report.

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DTech

· #3 · 12 mo ago

Found this report on another site

As an example, on the E300 (now traded) for the first month we had the car, we could not connect to the internet in that car. I called MB multiple times and no one could figure out why. Finally, one person dug deep in the system and figured out Mercedes had entered the VIN incorrectly in the system and once they fixed it, we immediately got internet services. I've asked the Me Connect people to check with the German folks to see if by chance the VIN was entered incorrectly on their side and no surprise, I was told all they can do is email the team in Germany, but they can't speak with them. Incredible, don't you think?

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DTech

· #4 · 11 mo ago

DTech said:
Found this report on another site

As an example, on the E300 (now traded) for the first month we had the car, we could not connect to the internet in that car. I called MB multiple times and no one could figure out why. Finally, one person dug deep in the system and figured out Mercedes had entered the VIN incorrectly in the system and once they fixed it, we immediately got internet services. I've asked the Me Connect people to check with the German folks to see if by chance the VIN was entered incorrectly on their side and no surprise, I was told all they can do is email the team in Germany, but they can't speak with them. Incredible, don't you think?

DTech said:
I have had the same problem since getting the car. I can connect to the WiFi in the car but it says "Connected No internet"
The service provider Deutsche Telekom has determined that all is working from their end. They say it is Mercedes problem. Have taken it to 2 Mercedes dealers. They confirm the problem but have no fix.
Have contacted both Deutsche Telekom and Mercedes support. They seem to blame each other.

I did a test:
1) I was subscribed to Deutsche Telekom and tried using the browser in the MBUX it did connect to the internet and I could browse.
2) I unsubscribed from Deutsche Telekom and tried using the browser in the MBUX it did not contact the internet.
3) I re-subscribed to Deutsche Telekom and tried using the browser in the MBUX it did connect to the internet and I could browse.
That convinces me that the problem is that Mercedes do not connect the Deutsche Telecom service to the WiFi but only to the MBUX browser.

I have not found a way to contact the engineers at Mercedes to report the problem.
They need a feedback reporting method. I have other problems that may be more of a safety concern I would like to report.

I am convinced it is acting like this:

Handwriting Product Rectangle Font Slope

as if a cable is missing if hardware
or a setting is missing if software
Dealer does not know what to do.
I am trying to get it escalated to someone who does know and can tell the dealer what to do!

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Marvin F

Discussion Starter · #5 · 11 mo ago

DTech said:
I have had the same problem since getting the car. I can connect to the WiFi in the car but it says "Connected No internet"
The service provider Deutsche Telekom has determined that all is working from their end. They say it is Mercedes problem. Have taken it to 2 Mercedes dealers. They confirm the problem but have no fix.
Have contacted both Deutsche Telekom and Mercedes support. They seem to blame each other.

I did a test:
1) I was subscribed to Deutsche Telekom and tried using the browser in the MBUX it did connect to the internet and I could browse.
2) I unsubscribed from Deutsche Telekom and tried using the browser in the MBUX it did not contact the internet.
3) I re-subscribed to Deutsche Telekom and tried using the browser in the MBUX it did connect to the internet and I could browse.
That convinces me that the problem is that Mercedes do not connect the Deutsche Telecom service to the WiFi but only to the MBUX browser.

I have not found a way to contact the engineers at Mercedes to report the problem.
They need a feedback reporting method. I have other problems that may be more of a safety concern I would like to report.

I took it into Mercedes service department and they were able to get it working by reflashing the system and updating all the mbux software even though there was no update showing. Unfortunately the had plenty of time to work on it while it was waiting for a new motor to be installed in my 2 month old eqs.

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mbownerusa

· #6 · 8 mo ago

DTech said:
I have had the same problem since getting the car. I can connect to the WiFi in the car but it says "Connected No internet" The service provider Deutsche Telekom has determined that all is working from their end. They say it is Mercedes problem. Have taken it to 2 Mercedes dealers. They confirm the problem but have no fix. Have contacted both Deutsche Telekom and Mercedes support. They seem to blame each other. I did a test: 1) I was subscribed to Deutsche Telekom and tried using the browser in the MBUX it did connect to the internet and I could browse. 2) I unsubscribed from Deutsche Telekom and tried using the browser in the MBUX it did not contact the internet. 3) I re-subscribed to Deutsche Telekom and tried using the browser in the MBUX it did connect to the internet and I could browse. That convinces me that the problem is that Mercedes do not connect the Deutsche Telecom service to the WiFi but only to the MBUX browser. I have not found a way to contact the engineers at Mercedes to report the problem. They need a feedback reporting method. I have other problems that may be more of a safety concern I would like to report.

I have a 2022 S-580 configured for the US market with the exact same problem. I tried calling Deutsche Telekom (dba T-Mobile in USA) and waited several minutes to speak to a technician. I finally gave up and left a dial back number. A Deutsche Telekom technician called me back two days later. He informed me that this is a wide-spread problem for many brand new Mercedes models and that the problem needs to be addressed by Mercedes-Benz. I called MBUSA Customer service and after several minutes of waiting was finally connected to a representative. The representative then read instructions to me from a troubleshooting script that clearly was for a previous version of the MBUX Operating System. For example, I was told to select MBUX menu options that didn’t exist in my OS. My previous car, a 2016 S-550, had the menu options that the representative was referencing. I also called Mercedes Me Connect Customer Service and was told that the problem was with Deutsche Telekom. I took the vehicle to my dealer for an unrelated matter and asked the technicians to look into the WiFi hotspot matter as well. The car was returned to me without having the hotspot issue resolved. The dealer technician failed to fully test internet connectivity. My iPhone connects to the MBUX hotspot, so the initial impression is that everything is fine. Only when one opens the Safari browser and turns off the cellular phone connection, does it become apparent that there is no internet connection. If one does not select Airplane Mode on the iPhone to turn off the cellular phone connection, it appears that the hotspot is working. This is the mistake that the dealer technician made. I have also tested the MBUX built in browser app and it does work as long as I use the Deutsche Telekom 4G Mobile Hotspot data plan. If I delete that plan, the built in browser stops working. I don’t plan to take the vehicle back to the dealer for just this issue. If I have another issue with the car, I will re-open the case involving the hotspot. In the meantime, if anyone has a fix for this issue, please post a link here.

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