911414

Technical Bulletin
Model(s)
Year
Eng. Code
Trans. Code
VIN Range From
VIN Range To
All Except
Golf/GTI,
Touareg, Jetta
Sportwagen,
and Routan.
2014
All
All
All
All
2015
All
All
All
All
All Except
Touareg
Condition
91 14 14 December 19, 2014 2038669 Supersedes Technical Bulletin V911411 dated October 13, 2014 to update
web feature information.
Car-Net Unresponsive - Verizon Telematics Service Interruptions and Outages (U.S. Only)
Technical Background
When beginning diagnosis for customer concerns related to functionality of the Car-Net system, it is important to
understand that the symptom(s) may not be related to any problem with the vehicle itself. If there are any
problems with the AT&T 3G service and/or a service interruption or outage with the Verizon Telematics system,
one or more Car-Net functions may be inoperative.
Production Solution
Not applicable.
Page 1 of 3
© 2014 Volkswagen Group of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other
intellectual property rights of Volkswagen Group of America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice.
No part of this document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or
otherwise, nor may these materials be modified or reposted to other sites, without the prior expressed written permission of the publisher.
Technical Bulletin
Service
• First attempt to verify the customer complaint by
pressing the “i” button (see Figure 1) in the
overhead console.
• If pressing the “i” button successfully initiates a call to the Car-Net call center, the malfunction is not occurring
at this time.
• If the concern is not occurring at this time, ask the customer where the vehicle was located at the time of the
malfunction. Determine whether or not the area in which the malfunction occurred was within the AT&T 3G
Service area. A coverage map is available at www.att.com/maps/wireless-coverage.html
• If the malfunction occurred in an area outside of the AT&T 3G Service area, no further action is required.
Inform the customer that the Car-Net functions are not available outside the AT&T 3G Service area.
• If the complaint is verified, and pressing the “i” does not successfully initiate a call to the Car-Net call center,
check the status of the Verizon Telematics service online. To check the status of Verizon Telematics online,
visit www.vwhub.com
• Once the main VW Hub site opens, click on the “Service” tab near the top of the page.
• Once the page refreshes, click on Car-Net System Status in the column of hyperlinks on the left side of the
page.
The screen shown here will now be visible. Click the
“Test Services” button to check the status of the
Verizon Telematics Car-Net System.
Page 2 of 3
© 2014 Volkswagen Group of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other
intellectual property rights of Volkswagen Group of America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice.
No part of this document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or
otherwise, nor may these materials be modified or reposted to other sites, without the prior expressed written permission of the publisher.
Technical Bulletin
If after clicking the “Test Services” button, the result
reads OK, and Car-Net services are functioning
normally, proceed with normal diagnostics.
If the result shown after clicking the “Test Services”
button indicates that the Car-Net Verizon Telematics
system is experiencing a service outage or
interruption, no further diagnosis of the vehicle is
required. The customer complaint is the result of the
service outage or interruption.
• If this web application is not available or additional information regarding the Verizon Telematics Car-Net
system is required, it is still possible to contact the Verizon Telematics Volkswagen Dealer Support Helpline at
(877) 854-6673 to determine whether or not there are any service interruptions or outages that could affect
Car-Net operation.
• If it is confirmed that there are no Verizon Telematics service interruptions or outages, proceed with normal
diagnostics.
Warranty
Information only.
Required Parts and Tools
No Special Parts required.
No Special Tools required.
Additional Information
All part and service references provided in this Technical Bulletin are subject to change and/or removal.
Always check with your Parts Dept. and Repair Manuals for the latest information.
Page 3 of 3
© 2014 Volkswagen Group of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other
intellectual property rights of Volkswagen Group of America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice.
No part of this document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or
otherwise, nor may these materials be modified or reposted to other sites, without the prior expressed written permission of the publisher.