Hondalink registration frustration

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Anyone have any update on this? I called customer service back after 10 business days and was told that some guy named Jeff is the only one who can do anything about the issue and he was away for a few days. Is HondaLink/AcuraLink a two person company? I already wasn't impressed that they needed my username and password to access my account to "investigate further" (although it was expected after I read it in another thread on this forum).
 
ClarityMTL said:
Anyone have any update on this? I called customer service back after 10 business days and was told that some guy named Jeff is the only one who can do anything about the issue and he was away for a few days. Is HondaLink/AcuraLink a two person company? I already wasn't impressed that they needed my username and password to access my account to "investigate further" (although it was expected after I read it in another thread on this forum).
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Yeah, I thought that was weird too. I called them after the quoted 10 days and they said that it’s been escalated to the tech team that deals with these things and that they’re sorry for the delay. The individual said they would submit an inquiry or whatever to try and get some feedback on where they’re at with the process and took my phone number down again. It’s been a few business days since that and still nothing.


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I’ve also been sent to the “tech specialist” team who will “give me a call back.”

Has anyone with a 2019 been successful at setting up HondaLink?

My car is showing up in my Honda account now, so it’s probably not the previous info does not match problem.

Also I’ve found that the car location and odometer is from Bluetooth, so nothing to do with actual hondalink.
 
Evfred said:
I’ve found that the car location and odometer is from Bluetooth, so nothing to do with actual hondalink.
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I was certain all that information comes through HondaLink. However, if you get that information without having a HondaLink connection, perhaps that's true. I often see a lag in odometer and location information--if it comes through Bluetooth, why wouldn't it always be up to date? How would the Clarity report location and odometer information across distances greater than Bluetooth can transmit?
 
insightman said:
I was certain all that information comes through HondaLink.
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I believe that the HondaLink app works in 2 ways. There is the info that is pushed from the car to the app using bluetooth (this is the parking and odometer info at the bottom of the screen). I always have my bluetooth on in the car in case a call comes in and I've noticed that the HondaLink app starts automatically (I may have agreed to this at some point on the tablet screen). I think this information is updated when the car goes into park (although the parking reminder is not always accurate). I don't know if this information is pushed to Honda over the internet or whether it just sits in the app. The other information (range, battery, climate) seems to be pulled from the network side over the car's built in data service, and this is the info that just sits blank on the 2019s (possibly just the Canadian model). So, yea, lots of strangeness...
 
I got a call from a tech at HondaLink who said my ticket has been assigned to them. They said that they hope to have it fixed by end of day today (but I’m steadily losing hope on that). Either way, they said they’d be in touch...


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Update - hondalink is now working! 2019 base Canada model.

Now if I can just figure out how to turn the bloody thing to kms.

Edit, phone settings determine km or mi:
Smellyspice said:
OK, got my first problem: MI's instead of KM's displayed in Hondalink app fixed. It turns out the app reads the language and region setting of your phone to determine the correct units to display and my phone was set to English (US) vs English (Canada). As soon as I changed that, I saw KM's.
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ClarityMTL said:
Thanks for the update. So there is hope! Did you have to do anything special or was it all on their side?
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My case was “escalated” at the beginning of this week after I called in a few times and I later received an email advising I would be contacted soon. Unsurprisingly no call or contact came but it began to work on it’s own.

Best of luck!
 
Evfred said:
My case was “escalated” at the beginning of this week after I called in a few times and I later received an email advising I would be contacted soon. Unsurprisingly no call or contact came but it began to work on it’s own.

Best of luck!
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This is great news but alas mine still doesn’t work. I might call them tomorrow or Friday for an update.


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Yesterday i finally received my Clarity 2019 and set up this famous HondaLink. Im on "Activation in Progress" status so no car info except the odometer showing on the app. Ill wait few more days before calling Honda Canada
 
Update: Just spoke with Jeff and got some more information. It took them awhile to figure out exactly what the problem was. Apparently, they received the wrong serial numbers for the TCUs (Telematics Control Unit) on all the 2019s, and need to update the database on their side before it will work. The fix involves resetting each account one by one, which is a long process according to him. They have already fixed some accounts (such as Evfred above) and are going as fast as they can.
 
ClarityMTL said:
Update: Just spoke with Jeff and got some more information. It took them awhile to figure out exactly what the problem was. Apparently, they received the wrong serial numbers for the TCUs (Telematics Control Unit) on all the 2019s, and need to update the database on their side before it will work. The fix involves resetting each account one by one, which is a long process according to him. They have already fixed some accounts (such as Evfred above) and are going as fast as they can.
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Merci!
So... if we are affected by this issue, do we need to open a ticket or Honda will check all of 2019 they sold? Cuz mine is still Activation in progress state...
 
Lots of people having problems at the "activate remote access" process - I did too. No combination of "email you gave the dealer" and "zip code" would work. I checked with the dealer that email and post code (Canada eh!) were correct. However there is a section below the error message offering help, which is instructions to go sit in the car and go through a process there. So I did, and it seems to have worked for me, and it doesn't ask about what you told the dealer at all. Good luck everyone, I don't know if the set up requires a data connection, my phone was connected to my home wifi when it worked for me.
 
a ps. I had been through the part of the setup where you scan in the vehicle VIN before getting to the activate remote access problem.
 
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