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Metasat problem? Not giving Location, GPS N/A ???

Old 10 December 2018, 10:36 AM
  #1  
vulnax999
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Default Metasat problem? Not giving Location, GPS N/A ???

The metasat tracker is not giving me the address or location of the car when SAT.STATUS is sent to it. Shows reg and battery OK but not location.
On GPS it says N.A


Any ideas why?
Is it metasat s/ware issue or could GPS unit on car failed / become disconnected??

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Old 19 December 2018, 01:11 PM
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Metasat install checked out at dealer, nothing obviously wrong - no loose wires etc.

Called Octotelematics - they say the box is working fully and it's an account issue, which Subaru manage for customers!
Not the first they have heard of...

Response from unit says GPS N.A and Address not available.
My account has 200 comms credits!
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Old 19 December 2018, 01:31 PM
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Mine would appear to be the same
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Old 19 December 2018, 01:41 PM
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Awaiting call back from local dealer in case they have to reset account!

Checked comms units by clicking on the red number, shows I have used 2 a time playing with sat.status, sat.off, sat.onn, and on right dates. So it's working in that respect, just no GPS location data.


At least Don, confirms not a hardware issue.
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Old 19 December 2018, 01:41 PM
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Originally Posted by Don Clark View Post
Mine would appear to be the same
Anyone else want to check if their metasat trackers give the full info?
Thanks
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Old 19 December 2018, 02:02 PM
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Have also spoken to
Subaru UK (speak to Dealer),
Octotelematics UK Customer care (data not showing - will email report, but also speak to account agent)
and finally my Dealer - looking into it for me.
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Old 27 December 2018, 06:02 PM
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Mine’s doing the same, will be calling the dealer when they reopen in the New Year...
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Old 27 December 2018, 06:39 PM
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Originally Posted by abre View Post
Mine’s doing the same, will be calling the dealer when they reopen in the New Year...
Still speak to your Dealer.

The reply to an email sent to [email protected]

24/12/2018
Dear mr. Clark,
we are checking the tracking system regarding Subaru.
I confirm your telematic box is working correctly and has no anomalies.
We need few days to verify what's going wrong with communications of tracking position.
Thanks for contacting us
Best regards and merry Christmas
Raffaella
Octotelematics Uk Support Team
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Old 28 December 2018, 02:10 PM
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No reply to e-mails to any of the 4 addresses I had / found, although didn't use the support.UK address, try that now.

Same with nearest dealer, in the Wirral, no return call from the report pre xmas! Need to call them again soon.
Still no location ... and seems I used loads of units trying it out!
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Old 29 December 2018, 04:29 PM
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29/12/2018 - My 2011 Wrx Sti is giving the same (no GPS coordinates or position)

Not much of a tracker then is it !

regards
Dave
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Old 29 December 2018, 06:04 PM
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Originally Posted by vulnax999 View Post
No reply to e-mails to any of the 4 addresses I had / found, although didn't use the support.UK address, try that now.

Same with nearest dealer, in the Wirral, no return call from the report pre xmas! Need to call them again soon.
Still no location ... and seems I used loads of units trying it out!
Octotelematics seem to have upgraded their website, along with the support contact number which I received by SMS message.
https://www.octotelematics.com/contact-us
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Old 02 January 2019, 08:26 PM
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I’ve had no response to two emails to the [email protected] address.
Waiting for a callback from my dealer, but they doubt they’ll get any sense from Subaru, I’m inclined to agree!
Now I’m not getting any response to SAT.STATUS requests, but credits for the requests are being deducted...
It’s starting to look like the service is fubar at the moment
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Old 02 January 2019, 11:21 PM
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Snap.
No call back from dealer, no reply to last e-mail toi the new addresses, and found my mobile phone had been charged international text rates to Italy for the sat.status attempts!!!

Time to call dealer again tomorrow and mail Subaru and all Octo addresses again!
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Old 03 January 2019, 10:58 AM
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Doesn't seem very assuring.
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Old 03 January 2019, 02:44 PM
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and it just gets worse...

Just got off the phone with Octotelematics support. Apparently they have a team working on the issue.
But during the conversation I logged on to the Subaru communication portal only to find my mobile number has been changed on the system since I last checked on the 1st Jan.

vulnax999 it appears they received my emails, but just haven't bothered to reply to me because they're investigating the issue. Hopefully the same applies to the emails you've sent them.

It appears to be a very odd setup, Optotelematics own and run the MetaSat service, but as Don said previously, Subaru manage the frontend of the system, in other words us the customers. So when it goes wrong at the Subaru end, Optotelematics only find out when the phones ring or emails come in, then they have to start digging into the issue.

Again as Don reported for his, they told me my unit was working correctly and communicating with their system backend as normal.
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Old 04 January 2019, 12:28 PM
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FYI I'm pushing Octotelematics for an extension to the tracker cover from November until they get it fixed, I'd suggest if we all push for this we might get some response out of them...
Andrew
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Old 08 January 2019, 10:37 AM
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Mailed Metasat again, got no response :
But Sara at IMG replied with:
"I apologise for the delay in responding but I have been out of the office until today. I will forward your query to the most appropriate personnel at Subaru for a response.

Kind regards
Sarah"


So Subaru/IMG replied this morning ..
"We are very sorry to note your highlighted concern with your Metasat tracker and note you have contacted Metasat in regard to this.

Whilst it is only Metasat themselves which are able to remotely test/diagnose the tracking device (we as the importer have never had this facility), we trust that they will be able to assist in the successful restoration of your trackers’ GPS signal as swiftly as possible for you.

For future reference, if you need to contact Subaru UK, please use the following case submission link which is on the customer support page of our website: https://www.subaru.co.uk/customer-su...ontact-support since this e-mail account is not monitored. Thank you.

Best regards

Phil Camwell "


So round and round we go....

Last edited by vulnax999; 08 January 2019 at 10:41 AM.
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Old 08 January 2019, 05:10 PM
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So chased this through my dealer who spoke to IM, they were as much use as a chocolate teapot, gave the old contact number for MetaSat
Called Optotelematics who have stated that the box in the car is working correctly and that the vehicle position data is being relayed to them correctly.
However there is a fault in the messaging system that has stopped sending the GPS location in the alarm and status enquiry texts, they are currently working on resolving this.
I have requested they put all this in writing, they are also supposed to be sending me a timed location report on my car to prove they are tracking it.
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Old 08 January 2019, 07:17 PM
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Nice one Abre.

Most of your response was same as I got from Octotelematics weeks ago, apart from the info on the messaging system they are now aware of and fixing!

Cheers
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Old 11 January 2019, 03:32 PM
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Asked for an update and received the following

Dear Mr. Clark,
our team is still investigating.
I can confirm Your box is working and in any case of necessity the alarm room can track the vehicle.
Thank You
Kind regards
Raffaella
Octotelematics Uk Support Team


Have asked my dealer for any updates via subaru - still waiting to hear back

Last edited by Don Clark; 11 January 2019 at 03:34 PM.
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Old 02 February 2019, 09:53 PM
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Any updates anyone??
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Old 03 February 2019, 03:42 PM
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I've heard nothing, did a SAT.STATUS last night and still not had a text back...
Time to call them again I think
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Old 03 February 2019, 04:28 PM
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Originally Posted by abre View Post
So chased this through my dealer who spoke to IM, they were as much use as a chocolate teapot, gave the old contact number for MetaSat
Called Optotelematics who have stated that the box in the car is working correctly and that the vehicle position data is being relayed to them correctly.
However there is a fault in the messaging system that has stopped sending the GPS location in the alarm and status enquiry texts, they are currently working on resolving this.
I have requested they put all this in writing, they are also supposed to be sending me a timed location report on my car to prove they are tracking it.
Did you ever hear anymore from them about this? as obvious many owners with this tracker are wondering the same thing, are they really protected should the worst happen.
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Old 04 February 2019, 12:50 PM
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Sent an email to Optotelematics support & IM/Subaru last night requesting an update on progress and proof the tracking data was actually available to Octotelematics...
I've also asked for a 6 month subscription extension as compensation for the 5+ months of service disruption and lack of evidence that the tracker is actually working other than Optotelematics telling us it is...
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Old 04 February 2019, 01:00 PM
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Originally Posted by abre View Post
Sent an email to Optotelematics support & IM/Subaru last night requesting an update on progress and proof the tracking data was actually available to Octotelematics...
I've also asked for a 6 month subscription extension as compensation for the 5+ months of service disruption and lack of evidence that the tracker is actually working other than Optotelematics telling us it is...
Nice one
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Old 06 February 2019, 10:55 AM
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Finally got a reply from Subaru UK via my Dealer......

You will need to call Octotelematics on 01905 791700 and ask them to check it.
Regards Adrian Hogg
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Old 06 February 2019, 11:08 AM
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Hi Don
Looks like the stock reply my dealer also got...

I've had the misfortune to deal and speak with him previously, he's an incompetent [email protected]*t who doesn't much care for customer service! But that's only my view based on my experience of dealing with him.

However, in his email reply to my dealer, he did manage to supply the Subaru doc for the initial fitting of the alarm and tracker, very informative, although I'd worked most of it out

Did you spot that he gives the discontinued support line number as per the Octotelematics text of 13th Nov 2018

Last edited by abre; 06 February 2019 at 11:10 AM.
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Old 06 February 2019, 02:44 PM
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I think this "problem" started when they moved office to London - hence the change in Customer Support number.

Latest email back from Octo Telematics support...............

Dear Mr. Clark,
The IT group is still working on this matter.
I apologise for the persisting issue.
I forward Your request every time.
I hope this can be solved as soon as possible.
Thank you

Kind regards
Raffaella
Octotelematics Uk Support Team
I have the Metasat "Installer Manual" but haven't seen any specific Subaru document.
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Old 11 February 2019, 10:38 PM
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Any response to your request for timed tracking data, date to have it fixed, and refund / extension to the 12 month subs?

I have mailed them again today to add pressure!

Originally Posted by abre View Post
Hi Don
Looks like the stock reply my dealer also got...

I've had the misfortune to deal and speak with him previously, he's an incompetent [email protected]*t who doesn't much care for customer service! But that's only my view based on my experience of dealing with him.

However, in his email reply to my dealer, he did manage to supply the Subaru doc for the initial fitting of the alarm and tracker, very informative, although I'd worked most of it out

Did you spot that he gives the discontinued support line number as per the Octotelematics text of 13th Nov 2018
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Old 12 February 2019, 08:26 AM
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radio silence at my end...

Yes we just need to keep up the pressure on them.

If you're reading this thread and are affected by this issue and you've not already contacted Octotelematics please do so and raise a support ticket with them.
https://www.octotelematics.com/contact-us
[email protected]
02034814097
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