Forum Discussion
OnStar basic plan 8 year coverage
This is the same thing that is happening to me.
First 6 months of driving, I had my google and voice assistant ("hey google"), and it worked just fine. My google maps on my infotainment would show me charge stations and live traffic.
After 6 months, I got the same "this requires an upgraded onstar plan" even though clear as day Onstar and GM's websites say that these functions are included with the "Onstar Basics" and "EV Connected Access".
The first time this happened, they said it was because my terms and conditions weren't signed. They fixed that, gave me 1 month of Onstar One, and it was fine.
Once the Onstar One trial expired, these items stopped working again. The advisors said they fixed it and gave me another month of Onstar One.
For a 3rd time, the trial expired and they claimed to have fixed the issue after being routed to a supervisor, and gave me another one month trial of Onstar One.
Now, for a 4th time, my trial expired and I called Onstar and 3 different advisors tried to tell me this is not included in my 8 years of Basics and EV connected access. They claim I either need to pony up the monthy fee or I can "simply press the blue button and get directions that way". Which doesn't (a) show me live traffic, as the website claims, (b) show me ev charging stations along my route, as the website claims, or (c) give me voice assistant, as the website claims.
I was routed to the EV concierge, and he told me this is not true, my Google should still update with my 8 year included plans (which it should since GM took away the ability to use carplay). He stated there was an issue with my "vehicle" profile in the profiles section of settings. I agreed, it was using an old email address. So I thought this would finally fix the issue, and wouldn't you know.... it didn't. So here I am, having to call Onstar for a 5th time for the same issue, and they have the audacity to ask me to pay for their service when they can't even fulfill their obligation to provide what is supposed to be included.
It is so frustrating
Onstar keeps on sending me emails to upgrade and it’s like every time I sit in the car, I have no idea whether I will have the ‘live traffic’ or not
sometimes it works on its own and sometimes it shows the same message
Looks like they are going low in their standards and giving hard time to their customers.
So, I will say, after letting it sit for an hour or 2, the EV concierge seemed to have fixed it for me. Make sure the "Vehicle" profile in the "Profiles" section of your settings is set to the Onstar email address that you log in with that shows your basics plan. Basically, Onstar changed my email address after the first 6 months because of the first issue I had, but they didn't change the email in my infotainment system. So basically, every month for 4 months, they would give my old email address (linked in my car) a free trial, and when the trial ended, my old email address did not have the 8 years of Basics on it.
Long winded, but it looks like now, with just Basics and EV Connected Access (with no Onstar One trial active), my google maps and google assistant work as expected.
We never aim to cause frustration or see you dissatisfied with your vehicle and the OnStar services you elect for behind the wheel, @sweetsum. Our teams are always here and happy to provide support to the best of our abilities discussing any questions or concerns you have. If you are currently experiencing issues with live traffic updates or anything else, you can get connected by pushing the blue OnStar button in your vehicle, dialing 1.888.4ONSTAR (1.888.466.7827), or you can also send us a PM with more details at OnStar_Support.
We regret to learn of the difficulties you've encountered surrounding your vehicle and OnStar services, @ParksandRec. To give a quick break down, the following OnStar plan options provide the features below them.
OnStar Basics
- Remote Commands
- Lock/unlock
- Remote Start (if capable)
- Vehicle Status (Diagnostics)
- Map/Vehicle Locate
- Send to Nav
- Vehicle Settings
- Navigation
- Maps+ (non Google-Built In vehicles only)
- Embedded Navigation (Google Maps)
- Waze
- Voice Assistant
- Automatic Crash Response
Connected Access
- On Demand Diagnostics
- Dealer Maintenance Notification
- OVD
EV Access
- Charge Settings
- Public Charging
- Charge Notifications
- Plan Routes
- Charge Status
You can learn more about the plan that you are currently enrolled in at any time by visiting: https://www.onstar.com/. After signing-in, you will be able to view features that are included with your vehicle purchase as well as plans that you are enrolled in on this page. More details can also be found by clicking the My OnStar Plans link in the footer at the bottom of the page. Ultimately, we are glad to know that you have been able to get in contact with our OnStar teams for assistance discussing your concerns. With your mention of existing tickets and involvement, we encourage you to keep an eye for contact and continue working closely alongside your owning case advisor moving forward. Your patience and understanding are appreciated as the details of your situation are reviewed by the involved parties for support. If we can do anything to assist you in getting in touch with your owning agent, we are also always reachable with a private message at OnStar_Support. You can select the envelope icon at the top right of your screen to send us a message.
- Remote Commands