Syncup Drive sets off car alarm after locking car

wyester

    I installed my SyncUp Drive in 2016 BMW X1 yesterday. The device seems to work properly but when I exit and lock the vehicle the car alarm goes off. I have to unlock the car to get the alarm to turn off. If I wait about 5-minutes and lock the car again the alarm does not go off (but I don't want to have to wait around 5-minutes every time I want to lock my car). Any ideas?

      All replies

      • tmo_marissa

        Yikes, wyester!  I have to say, that's a new one.  I totally don't blame you for not wanting to hang out for five minutes every time you get somewhere to be able to lock your car.  The examples that we have listed for a "vehicle not operating properly" post-SyncUp installation are little quirks like the lights flashing, this is definitely a step above that.  If you haven't already, for an issue like this we'd actually want you to Contact Us and work with Tech Support to file an escalation ticket - there may be a compatibility issue that hasn't been reported previously here. 

         

        - Marissa

        • magenta1428805

          Hello Wyester!

           

          Any luck with your BMW? I have the same issue with my BMW X5. Same thing - alarm is trigged by the device. Talked to manufacturer and they blamed T-Mobile, talked to t-Mobile and they blamed BMW. Went to BMW and they ran full diagnostic, reinstalled the software and even upgraded it - nothing helped. BMW told me it was incompatible even though T-Mobile and manufacturer's website says that my model IS COMPATIBLE.

           

          By the time I finished bouncing from one company to another company, testing the firmware and upgrading it - 15 day window passed and I could no longer return the device and now I am simply paying for non operational device. One day I got fed up and called T-Mobile again. They spent with me 30 minutes on the phone (and another 30 minutes took me to be routed to an appropriate department). The representative promised me that a special support ticket was created and he was taking it under his special control. Well, 2 months passed and not a single follow up e-mail or call. 1 hour of my life on the phone was just wasted.

           

          Screenshot - 5_10_2017 , 2_19_13 PM.png

            • tmo_marissa

              magenta1428805, it's a bummer to read that you spent so much of your time reporting this and we dropped the ball getting back to you. I reviewed the internal steps for reporting these issues via the ticket system I mentioned in the previous reply, and it definitely looks like we should have been able to reach out in a few days and advise of an engineering/technician reply. I should hope that there were some troubleshooting resolutions provided by the ticket, since it seems like we haven't removed the car from the compatibility check! I know not all cars with OBD-II ports can utilize all features of SyncUp, but I definitely think the behavior that you and the original poster have described merits serious investigation.
              Have you had a chance to reach back out and see if our specialized tech team is able to pull a historical ticket back up and see what response was given? We definitely don't want a solution hanging out without either of you able to use it, nor do we want more unsuspecting BMW drivers signing up for the service and then bewildered as their alarms sound!

               

              - Marissa

            • iliahi

              Re: Syncup Drive sets off car alarm after locking car

              Has this problem be resolved? I have the same problem with my BMW 530e. Thanks!

              • magenta3711842

                Hello T-Mobile excellent support team. Can anybody look into this thread and reply ? I'm having the same issue with a 2008 X3 after successfully used it on a 2015 X4 for 3 years. Can anybody contact ZTE and check real compatibility as T-Mobile's SyncUp Drive microsite says it is compatible ? Thanks, Wilson

                • tmo_marissa

                  Hey all. Sorry that we missed the additional posts on this thread after it was closed! I wanted to pop in and let you know that we don't have a way to file these reports here, since our Community is a public user forum and account access is necessary to review and report these issues. Our SyncUp team can file something called a Mojio escalation to report these issues, because you're correct, compatibility needs to be reflected accurately. I believe that the OP on this thread did have one of these reports filed, but we didn't hear a result back. This is definitely the right way to report these problems, though, so please Contact Us and let us know what you hear back! Thank you.

                    • revmjones

                      I called the Sync-Up team the same time I posted on this forum and was told

                      they would research and call me back.  No one ever called back and I had

                      the service discontinued.

                       

                      Mike Jones

                        • tmo_marissa

                          Gotcha, Mike -- I'm sorry to read that update, but appreciate you filling us in! I looked over the process that a SyncUp support rep would follow for filing this kind of escalation, and it looks like it should generate a complaint number. Were you ever given a number? I'm wondering if it's something we can check the status of (albeit I know some time has clearly passed), and I'd love to test if you have one!

                            • revmjones

                              I was not given a number, but the retention dept could see that I called in

                              late Sept.

                               

                              I had the service cancelled but I still have the device.

                               

                              I am no longer interested in the service but if you want to see if it works

                              I will work with you.  Just let me know.

                               

                              Mike

                                • tmo_marissa

                                  Aw, I so appreciate that offer! I'm sorry if my post wasn't clear -- I wanted to test checking on a ticket. Although our team doesn't have the individual account access necessary to file tickets; we do have access to some systems to check on them once they're created. I'm not sure that this kind of Mojio escalation would be loaded into the same system we use to check back on service inquiries or trouble tickets, but if you had a ticket number I was going to give it a go and see!