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Another HD Traffic FAIL
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swash
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Joined: May 22, 2009
Posts: 65

PostPosted: Thu Nov 19, 2009 7:09 pm    Post subject: Reply with quote

I am a newbie in these parts, I wish I'd done a bit more research about Tom Tom before buying my device to be honest
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AndyVaughan
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Joined: Apr 13, 2006
Posts: 1500
Location: Rossendale

PostPosted: Thu Nov 19, 2009 9:14 pm    Post subject: Reply with quote

swash wrote:
So has anyone had even the courtesy of a reply today?

48 hours plus since I was supposedly elevated to the second line of support and I have heard precisely nothing.

Very close to going down the Trading Standards route now, as they are relieving me of £8 per month for nothing (oh sorry, I can still look up the weather!)


Nope - but my ticket is onky 24 hours old.

I am now up to my 6th "Gift from TomTom" email though .......
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Graeme2812
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Joined: Mar 14, 2004
Posts: 297
Location: Dundee, Scotland UK

PostPosted: Thu Nov 19, 2009 10:09 pm    Post subject: Reply with quote

swash wrote:
So has anyone had even the courtesy of a reply today?


I've had a file, 'TrafficUK.zip' attached to my support reference question.

No explanation of why it's been attached or what I should do with it. It contains two files, 'tmccodes.dat' sized 877KB and 'traffic.dat' sized 4KB.

Am tempted to do a backup of my 540 and replace the two files with the above names on my device with the two that have appeared from TomTom.

Any advise would be welcome!


On a positive note, I switched on my 540 around 16:30 today and have to say I have never seen as much detail in traffic congestion from the service like I did today. Motorways, A Roads, and even B roads. Judging from what it was showing in my local area (Where I have a good idea of the troublesome spots), it all looked very accurate for once!


Did it update though?......

Rolling Eyes
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Graeme Bennett
Go 540 LIVE
App. 9.510.1234792.1 (2039,04/04/2013)
United Kingdom & ROI v945.6174
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mikealder
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Joined: Jan 14, 2005
Posts: 19638
Location: Blackpool , Lancs

PostPosted: Thu Nov 19, 2009 10:29 pm    Post subject: Reply with quote

The two files should be placed in to the UK&ROI map folder the files they have sent you are specific to the UK&ROI only as any European map would have a much larger tmccodes.dat file circa 6,5MB but a 540 shouldn't need the extra size file as it should be only regional unless you have added a European map to the device since purchase? - Mike
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Graeme2812
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Joined: Mar 14, 2004
Posts: 297
Location: Dundee, Scotland UK

PostPosted: Thu Nov 19, 2009 10:42 pm    Post subject: Reply with quote

Thanks Mike,
Nope the device is standard. Don't think a EU map would fit on it anyway.

I suspect they have added these files in the event that my original ones are corrupt in some way and are intending for me to replace them. There are exactly the same size as the ones on the device.

Will backup device and replace them and see if there is any difference.

Update
Files replaced, no noticable differance. Don't expect to see any come rush hour tomorrow either as I don't think the device is at fault here.

Nothing ventured, nothing gained as the saying goes I guess!


swash
Check your inbox
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Graeme Bennett
Go 540 LIVE
App. 9.510.1234792.1 (2039,04/04/2013)
United Kingdom & ROI v945.6174


Last edited by Graeme2812 on Thu Nov 19, 2009 11:12 pm; edited 3 times in total
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swash
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Joined: May 22, 2009
Posts: 65

PostPosted: Thu Nov 19, 2009 10:43 pm    Post subject: Reply with quote

Graeme - any chance you could send those files to the e-mail address in my profile?
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mikealder
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Location: Blackpool , Lancs

PostPosted: Fri Nov 20, 2009 12:11 am    Post subject: Reply with quote

The rather useless TomTom Home software borked the install of these two files following an upgrade to v835 maps which is why (some 3 months after we found the fault) TomTom are now offering the files by support!

The two files if corrupt will be in your UK&ROI or European map folder both with a size of 0Kb, the files will be available in the folder Home stores the map downloads on your PC, simply expand/ extract the files from the map download and you will find the two files required, copy/ paste using Windows Explorer to your map folder - Mike
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swash
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Joined: May 22, 2009
Posts: 65

PostPosted: Fri Nov 20, 2009 9:03 am    Post subject: Reply with quote

Thanks Graeme and Mike, looks like my original files were OK anyway as they were the same size.

Have tried swapping them over anyway, although the HD Traffic did seem to fire up better today, still zero updates during my morning journey to work, unless I restarted my device.

Looks like I'm in for a long wait for this to be sorted out.
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Graeme2812
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Location: Dundee, Scotland UK

PostPosted: Fri Nov 20, 2009 11:24 am    Post subject: Reply with quote

The original files that were on my device were the same size as the ones TomTom sent so i don't think there was an issue there. Mind you i've never thought there was an issue with the device as many other people are experiencing the same problems. TomTom don't seem to understand that though.

I've noticed over the last couple of days that the quantity of data (traffic flow/congestion) has gone up quite significantly, still not updateing automaticly however!

Lets hope there working on the problem, even if they won't admit to there being one!
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Graeme Bennett
Go 540 LIVE
App. 9.510.1234792.1 (2039,04/04/2013)
United Kingdom & ROI v945.6174
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Jammy1
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Joined: Oct 20, 2004
Posts: 63

PostPosted: Fri Nov 20, 2009 11:59 am    Post subject: Reply with quote

I just sent TT support a link to this thread, I'm sure publicly they wont acknowledge it and say they look at each case individually etc etc. Hopefully behind their closed doors they will link things together though.
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darrengsaw
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Joined: Jun 03, 2009
Posts: 107

PostPosted: Fri Nov 20, 2009 1:09 pm    Post subject: Reply with quote

I very very nearly stuck my neck out and bought a 540 last month. Then reading all these complaints reminded me why I bought my Garmin.

It doesn't have IQR or HD traffic, but it is at least stable.

When will you get it right TomTom??
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aerotec
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Joined: 27/07/2003 22:05:35
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Location: United Kingdom

PostPosted: Fri Nov 20, 2009 1:19 pm    Post subject: Reply with quote

Urgh I don't know what to do.

I have been using RDS-TMC for a few months since my 940 free trial ended but I am just about to punch in a 12 month LIVE code.

When you reboot to get traffic updates is it just a power off/on or do you have to hold the power button for the 10 seconds to reset the unit?
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swash
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Joined: May 22, 2009
Posts: 65

PostPosted: Fri Nov 20, 2009 1:26 pm    Post subject: Reply with quote

Just has to be switched off and on again, but at the moment in peak times it can take an awfully long while before the HD Traffic information is received by the device again, if at all.

By around 8.30 this morning, I couldn't even get a connection to the server.
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AndyVaughan
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Joined: Apr 13, 2006
Posts: 1500
Location: Rossendale

PostPosted: Fri Nov 20, 2009 3:03 pm    Post subject: Reply with quote

Well, I got my response from TT (or was it the cat???)

As usual, they haven't bothered reading it and I have a standard copy and paste answer about reporting traffic data inaccuracies.

I have responded back and asked them to escalate and actually read my complaint this time.

Quote:
Response (Jorg K. (UK)) 20/11/2009 11.59 AM
Dear Mr Vaughan,

Thank you for contacting TomTom Customer Care in regards to your HD Traffic on your XL LIVE IQ Routes.

The reference number for your query is 091119-077144.

Firstly, I would like to apologize if you have found any inaccuracies whilst using your Live Services. We are always looking to improve our services and appreciate any feedback submitted by our users. This will help in an overall improvement of our HD Traffic services.

We would like to gather data of incorrect Traffic information.

Please find a form below to submit any changes, reply to this email with the information and I will forward it to the relevant department for further investigation:

BASIC REPORTING DATA
Date of report:
Time of report:
Customer ID (email):
Device type:
Software version:
Device ID (serial number of TomTom):

DATE AND TIME OF PROBLEM
Date and time problem observed:

GENERAL PROBLEM DESCRIPTION
General Description of Observed Problem:

PROBLEM LOCATION

General Problem Location
Nearest Town or City:
Other:
Road name or number:

Specific Problem Location
Direction of travel
From:
To:

Nearest intersection or interchange
Name:
Number:
Hectometer:

DETAILED PROBLEM DESCRIPTION
- TomTom showed traffic congestion when there was none
- TomTom showed no traffic congestion when there was congestion
- TomTom provided inaccurate travel time information
- TomTom provided different traffic information for the same location at the same time on different TomTom screens (visible to customers).

Again I apologize for this inconvenience and thank you for your feedback. Any information submitted will be used for future improvement.

If you have any more questions, please let me know and I will be more than happy to help you further.

With Kind Regards

Jorg

The TomTom Customer Care Team


How they expect someone to fill that in whilst driving is beyond me!
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swash
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Joined: May 22, 2009
Posts: 65

PostPosted: Fri Nov 20, 2009 3:17 pm    Post subject: Reply with quote

Had that one about a week ago Andy, just think this time next week you can be like me and will have been ignored for the last 72 hours since being elevated to the mythical second level.

I guess it would be a waste of time, but has anyone ever bothered writing to the address in Holland where you write if you are unhappy with their so called support?

Looking forward to my Friday rush hour journey home tonight, should only have to restart my device about 20 times Evil or Very Mad
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