Forum Discussion
Advisor_Jack
Dear Jack,
Thank you for your email dated May 22 2025. However, I do not own a 2022 GMC Yukon XL with a broken OnStar module. Rather I own a 2012 Chevy Equinox and recently had my ONSTAR module replaced by CAPITAL GMC BUICK here in Edmonton after my previous dealership advised me that the module for my vehicle had been discontinued. The installation happened about a week ago after I took the liberty in contacting York Electronics, the General Motors authorized Electronics Service Center in Canada for automobile. In contacting YE I discovered that the module was not discontinued but rather replaced with a different part number. However, since having the module replaced, and after being told that all I had to do was call OnStar, as the system is in demonstration mode, to reactivate my account I have been told numerous times by OnStar tech advisors there’s an error at their end in connecting the new module. My case number was escalated and I was told someone would contact me. I did receive a call on May 20, 2025 that I missed and based on the message, which was somewhat distorted, it seemed to indicate that I needed to re-register my services and I was to call back but not through my vehicle. When I called ONSTAR back no one seems to know what steps should be taken. I hope this additional information is helpful. Sincerely, Bruce
3 Replies
Our team appreciates you following up with us here in regard to these difficulties with your 2012 Chevrolet Equinox's OnStar connected services, @BWZ. We apologize for any miscommunication and thank you for elaborating further on this matter. We regret to learn that you're still encountering trouble with getting these services activated with your new hardware. For the best and continued support with ensuring that this concern is resolved appropriately, our team recommends dialing +1(888)-4OnStar to connect with a live advisor to reestablish your Equinox's OnStar connectivity. If you should run into any further difficulties, please don't hesitate to follow up with us here for more help. We're only ever a message away and always here to help.
Dear Jack, after numerous phone calls on my part and as many attempts by ONSTAR to reactivate my new module, with no success, I am back to the dealership after they spoke with someone in your tech department. Hopefully we can get to the bottom of why I can’t get beyond the demonstration mode. I will be glad to fill you in once we know more. BWZ
Hello there, @BWZ. Our team appreciates you following up with us here to share these additional troubles that you've run into. We recognize how frustrating this can be after just having your new OnStar module installed. OnStar wants a better experience for our Members. It would be our pleasure to assist with making sure that you get out of this demo mode screen. If you happen to see this message before visiting your dealership, we kindly ask that you follow the steps listed below to attempt getting things set up. If you should continue encountering concerns after visiting the dealership/taking these steps, please don't hesitate to follow up with us here for the best and continued support on this matter.
- Power on vehicle.
- Select "Okay," to screen saying "Focus on driving."
- Select "Register."
- Select "Register" again on the "Continue to Registration" screen.
- After clicking on Register button, GM OnStar Terms & Conditions screen will be shown. Accept TCPS.
- Once Terms are accepted, press the "Continue" button, an automatic OnStar advisor call gets initiated.
- Once the call is disconnected, you will be prompted to complete the Google Setup Wizard in order to access the full GAS functionality, "Driver" profile will be created during this step. (Note: Please be sure to use the same credentials as your MyCadillac App)
- Re-test