Recently bought a 2021 Ateca Xperience Lux, unable to use SEAT Connect/other functions

[ToledoFRSportBlackEdition]

Hey everyone, I recently upgraded from a Toledo to an Ateca last month, bought the car from a main dealer and after trying to get familiar with the car, I've realised that I can't login to the car using the SEAT Connect app.

I've browsed this forum a few times and tried a few solutions but no luck.

The LTE Globe icon is completely missing from the car (SOS light is green however), when you try and enter your login details on the car it says "Unable to load user profile", if you try and go into the privacy settings it will say "Privacy settings and services unavailable", a few of the other things that require internet connection like going to the Store etc will just go into loading loops.

I've tried pressing the update software button (below) but it won't show anything and I've attached a picture of the current system information on the car.

I've also taken it back to the main dealer I bought it from to have it looked at, they said it does need updates but they can't do it (something about their data connection being too weak) and that I should connect to my home wifi and try and update it that way (I've tried that before approaching them).

I've also tried soft/hard resets, but the problem doesn't change.

At this point, I'm starting to worry if there's a fault with the infotainment system.

Can anyone please help me?

I am considering calling SEAT/emailing them for assistance but I think they'll just get me to go to the nearest dealer for that juicy £150/ph diagnostic fee.

 

[James_R]

Does the vehicle not have a warranty?

 

[ToledoFRSportBlackEdition]

Does the vehicle not have a warranty?

It's SEAT Approved Used so does have the full warranty but I wasn't sure if this would cover the infotainment not working, or if they'll hit me with a hefty diag fee up front.

The original dealer I bought it from had a look, they told it does need updating but they didn't have a strong enough data connection (not really sure what means) and that I should just connect to the Wifi at home it will update (tried that before approaching them, and didn't work when I tried again)

 

[James_R]

Your warranty should cover the issue. The dealer should have paired it prior to handover.

 

[East Yorkshire Retrofits]

Your car will have a tonne of updates outstanding

If you don’t have any luck with the dealer, we offer an update service containing every outstanding update performed at the workshop for £235 including VAT

 

[ToledoFRSportBlackEdition]

Your warranty should cover the issue. The dealer should have paired it prior to handover.

Would another dealer cover the work under warranty?

The dealer I bought it from was pretty far away (3 hours drive) and they didn't do it when I asked them to (it was taken back to them for a separate issue a week after sale) so I don't think it would get anywhere by pushing them on it again.

 

[James_R]

Any legitimate Seat dealership can carry out the work providing it's a Seat warranty.

 

[Tell]

Yes if you arent servicing it yourself you'd need to find a local Seat garage in anycase. I know people use independents but suspect they aren't onto the finer details of connected cars and systems of each specific sub brand of Vag. My Seat / Cupra dealer does Skoda. I'd trust them on that one.

 

[East Yorkshire Retrofits]

Yes if you arent servicing it yourself you'd need to find a local Seat garage in anycase. I know people use independents but suspect they aren't onto the finer details of connected cars and systems of each specific sub brand of Vag. My Seat / Cupra dealer does Skoda. I'd trust them on that one.

Any VAT registered garage using OE quality parts can service them and retain the manufacturer warranty. Ideally you’d choose one that would update the digital history too

 

[Tell]

That's the more risky one were I'd settle for Seat.

Is that true that the updates for the infotainment system also come through wifi if connected. Got completely lousy 4g where I live in Wales. Those rolling hills and 4g don't get on together. 4g masts get blocked on planning. One upstairs corner room gets 4g. Ground level pretty zero.

 

[ToledoFRSportBlackEdition]

That's the more risky one were I'd settle for Seat.

Is that true that the updates for the infotainment system also come through wifi if connected. Got completely lousy 4g where I live in Wales. Those rolling hills and 4g don't get on together. 4g masts get blocked on planning. One upstairs corner room gets 4g. Ground level pretty zero.

Thing is, I’ve never seen the globe to show for LTE appear on the screen, I’ve tried updating it in a few places, all major cities where there’s no 4G coverage and it always throws up the same problems. Same thing with WiFi, tried with two different networks and no response.

Any legitimate Seat dealership can carry out the work providing it's a Seat warranty.

Rang a local dealer today, they said they’d need a £120 diag fee to see if it’s covered under warranty and if not, another £120 to fix most likely.

Is this the normal standard?

I’ve been trying to find the t&c for the approved used warranty and it’s not crystal clear whether a fault that is likely software related that the customer can’t fix would be covered

 

[James_R]

No diagnostic fees are covered in the extended warranty policies. You have to authorise the investigation then if the warranty will cover it, you should have nothing to pay.

I can't see any reason why it wouldn't be covered. Perhaps a call to the supplying dealer who failed to rectify the issue prior to sale is called for? They might want to cover any costs you incur? Considering they let the car go like that.

 

[Tell]

Thing is, I’ve never seen the globe to show for LTE appear on the screen, I’ve tried updating it in a few places, all major cities where there’s no 4G coverage and it always throws up the same problems. Same thing with WiFi, tried with two different networks and no response.

Rang a local dealer today, they said they’d need a £120 diag fee to see if it’s covered under warranty and if not, another £120 to fix most likely.

Is this the normal standard?

I’ve been trying to find the t&c for the approved used warranty and it’s not crystal clear whether a fault that is likely software related that the customer can’t fix would be covered

James has answered that... post crossed... I said

See what James says... seems a bit cheeky. The system updates arent done by wifi in any case so they have to be done after they have plugged in and checked. Only the infotainment system is updated over the air the rest is done via dealer networks after checking if there is anything to be done.

On the Q to James and East Yorkshire statement probably rotates around asking for more than what the dealer notes say... warranty would be the dealer notes. Mandatory and not. Some people if they want a complete refresh the 5 star service have to pay so they probably put that outside warranty. These are the people that want the latest updates which are not mandatory. On the infotainment firmware this is where the DIY guys get themselves in a mess since they arent updating the whole lot.

 

[ToledoFRSportBlackEdition]

No diagnostic fees are covered in the extended warranty policies. You have to authorise the investigation then if the warranty will cover it, you should have nothing to pay.

I can't see any reason why it wouldn't be covered. Perhaps a call to the supplying dealer who failed to rectify the issue prior to sale is called for? They might want to cover any costs you incur? Considering they let the car go like that.

James has answered that... post crossed... I said

See what James says... seems a bit cheeky. The system updates arent done by wifi in any case so they have to be done after they have plugged in and checked. Only the infotainment system is updated over the air the rest is done via dealer networks after checking if there is anything to be done.

On the Q to James and East Yorkshire statement probably rotates around asking for more than what the dealer notes say... warranty would be the dealer notes. Mandatory and not. Some people if they want a complete refresh the 5 star service have to pay so they probably put that outside warranty. These are the people that want the latest updates which are not mandatory. On the infotainment firmware this is where the DIY guys get themselves in a mess since they arent updating the whole lot.

So it's been a huge palava with this car/dealer and I'm starting to get stressed about it.

The car was bought 3 weeks ago on Thurs, drove down 3 hours to buy it. At the time seemed good, FSH, clean MOTs, fairly low miles and a 21 plate, the only Xperience Lux in my budget range from a main dealer. Test drove it and seemed fine.

They told me the NSF tyre was replaced because there was sidewall damage.

Drove it back home, got stuck in a HGV lorry fire so fast forward to the weekend when I took it on the motorway properly and noticed the steering wheel vibrates like a phone at 60-70 mph. Immediately took it to a wheel alignment centre on Monday to see what was going on. Found the NSF wheel was buckled. Informed dealer, there was a bit of back and forth about how it can't be buckled if it passed their in-house inspection and I test drove it. After that they agreed to take it back, and sent a driver up to collect it.

Around this time, I noticed a few issues with the infotainment, sometimes when you start the car the infotainment would remain black and not start and sometimes Android Auto would crash (on top of not being able to assign primary user to the car). This is when I took the picture of the infotainment and did some research here and realised it probably hasn't been updated since factory. Informed the dealer and asked them to resolve it. They agreed to have it looked at and fixed.

Fast forward one week, they call me and tell me the the car's ready, they unbuckled the wheel (was hoping the alloy would be replaced but they said its done and its coming back). I ask them if the infotainment was sorted, they said they'll have a look at that now.

The car arrives a day later. Infotainment was of course, not sorted. The locking wheel key is missing. And the wheel alignment is now off (wheel needs to about 5 degrees to the left to maintain centre).

I email the dealer, they said yeah, it does need updating but they didn't have the data connection to do it (does that mean none of the cars they service ever get updated according to the manufacturer's servicing?) and told me to do it myself at home. They said they didn't touch the wheel locking key because they used their master set (I deliberately left it in the centre console so anyone would find it), and told me to jog on.

At this point, I'm really worried I've bought a lemon, every time it has one problem fixed, two others crop up, and I'm paying over and over to sort these out (already down 2 wheel balances to diagnose and prove the original issue), and now the dealer is being so dismissive I'd want to make sure the wheel was properly fixed so I'd need to buy another wheel locking nut key plus a wheel alignment plus a balancing. And on top of this I need to pay another diag fee to a local dealer to have the infotainment rectified.

 

[Tell]

Going to let James et al comment on the warranty and how it applies. Mib3s were always a bit problematic on the software front unless they were updated. Ofcourse it could have a hardware fault. Then you got the damaged wheel and alignment. I guess the previous owner didnt look after it.

 

[serdar_18fr]

They said they didn't touch the wheel locking key because they used their master set (I deliberately left it in the centre console so anyone would find it), and told me to jog on.

I remember hearing horror stories where the key is missing and people trying different methods to remove the locking nuts but this is the first time I hear about dealers having a master key.

 

[James_R]

Master key set

 

[ToledoFRSportBlackEdition]

Master key set

Some really hard lessons have been learnt.

Ordered a new locking key on eBay.

Trying to find someone who can sort out the infotainment system (preferably another dealer as they can throw in a vehicle health check to see what else Portsmouth have done to stiff me over); and once I have the all clear I'll have a new alignment done.

I'm really pissed off that a main dealer have shouldered a lot of sudden expenses onto a new customer entirely on basic oversights (e.g. buckled alloy, not updating an infotainment and losing a locking key) but I can't do anything about it except leave a bad review and name/shame once this is all fixed (fingers crossed).

If anyone has any other things i should check, I'd be really grateful.

Your car will have a tonne of updates outstanding

If you don’t have any luck with the dealer, we offer an update service containing every outstanding update performed at the workshop for £235 including VAT

How much would you charge if I wanted the vehicle looking over as well? You're fairly far away but I could drive up on a weekend if you're open on those days?