Forum Discussion
Onstar Module ETA
Hello,
I am currently waiting for my onstar module to be replace by the dealership but they are telling me the part is on back order and they do not have an eta. My onstar/wifi has not been working for two months now. Is there any timeframe as to when the dealers can get these modules?
10 Replies
We bought our 2025 Yukon in November. The onstar worked for the first month. We are currently having -20 degree weather in MN so it would sure be nice to have the ability to start on the app. We were told at the dealership that we need a new module, which is currently on order. This is ridiculous that it is taking this long. You spend 100k on a brand new vehicle and it doesn't work. Very disappointed.
Our team would first like to congratulate you on the purchase of your 2025 GMC Yukon. We're sorry to hear that these features have not been functioning for you when you need them. This is certainly not the kind of service experience that we hope to provide for our new and loyal members alike. Our team can understand how these part delays that interrupt your OnStar in-vehicle services can cause frustration. Rest assured, our team would be happy to provide a layer of support between yourself and your participating dealership through the completion of these necessary repairs. If you would like, please send an email with these details to us at socialmedia@gm.com with, "ATTN"OS Community/ajc1980," in the subject line so that we can efficiently locate your message. We hope to hear from you soon.
My On-star module went out in my 23 Yukon Denali also. This truck has already had an engine replaced, which was back ordered for months, now this module is supposedly back ordered for months. All those months (10) I paid for service and no refund or credit. Shame on GMC for treating customers like this.
We appreciate you for bringing these concerns related to your OnStar module to our attention, Andrew. This is not the kind of OnStar or GMC experience that we hope to provide for our loyal members. Our team would be happy to look into this further and provide you with a layer of support between yourself and the dealership through the repair process. We're committed to doing everything in our power to ensure that these parts get to you in as timely a manner as possible. To best proceed, please send us an email with these details to socialmedia@gm.com with, "ATTN: OS Community/Andrewve," in the subject line. Our team hopes to hear from you soon.
Has there been an update on when the modules will be available? My 23 Denali ultimatemate module just went out and was told the part is on back order.
Hi there. I am on the same boat as many users here with these modules.
For a month now, there has been no updates from my current dealer or GM. The only emails Onstar or CustomerCare can provide currently is a "standard" ...." We are still experiencing a delay on the part(s) needed to repair". My truck is just a sitting block at the dealer since they told me I could not drive it without the Telematic Module.
I don't believe anyone is working "diligently" to do anything for the GM customers. I have called multiple GM part and dealers across multiple states (Michigan, Iowa, Florida, California, and Texas) with similar results. All dealers provided me the part number #86815701 for my vehicle....and basically told me..."Good luck finding it.....most websites say "discontinued" and there is no true ETA because they don't know who, when, or why." One of the parts specialists mentioned there being more parts being on backorder related to engine, transmission...etc.
In addition to contacting dealers, I've also emailed GM customer care directly and even reach out to Mary Barra's office, hoping to elevate the issue- but still no meaningful response or resolution. It's incredibly frustrating and disappointing to see such a lack of support.
We recognize how frustrating these unexpected delays can be when your concerns have left you without access to the GM vehicle that you love and rely on. OnStar wants a better experience for our Members. Our team appreciates you keeping us informed of your previous communications with our team. We'd like the opportunity to continue assisting you through this delay. When you have a moment, please send us a private message to move forward with our continued support. To send us a message, just select the envelope icon at the top right of your screen to get started. When creating a new message, please be sure to enter Advisor_Jack to get connected directly to me. We'll be watching for your message.
Thank you kindly for sharing these details regarding your situation. Our team does understand the frustrations associated with ongoing delays. While we are unable to expedite parts, we can provide you with an additional layer of support alongside your certified GM dealership. If you are interested in our assistance, kindly email socialmedia@gm.com with ATTN: OnStar Community/Lise914 in the subject headline.
Update: After 7 months (over 25% of the time I've owned my 2023 Sierra 1500), the OnStar Telematics Module was replaced yesterday (30-April-2025). The local dealership was not able to extend my 36 month subscription like the OnStar representative told them they could when I first took the truck in to address the issue when I was able to get the first available service appointment back in November.
When I used the OnStar button in the truck to activate the new module, I spoke with Ronda. She was the FIRST and ONLY person from OnStar who seemed genuinely concerned about my customer service experience, but was limited in what she could do to assist in extending my contract for the months of lost service due to lack of parts availability. The issue had to be escalated to a department that had already left for the day.
Not all of the features reliant on the telematics module were immediately available upon activation. During my hour drive home from the dealership, vehicle features reliant on the OnStar system slowly came back online. This was NOT my experience with these same systems when I had originally purchased the truck and activated OnStar.
As for the issue with coming out to the truck and finding it DEAD one day, the service department believes this was due to the original faulty telematics module. Time will tell if the replacement and software patch fixes this issue.
For a vehicle with so many systems designed around the OnStar telematics module, a lack of replacement parts or any transparency about when they can be expected should they fail, I really don't have much faith in GM products any longer. The OnStar system has a LOT of potential, but all this is overshadowed by its lack of reliability. This is especially troublesome for a system that claims to be there for drivers in emergency situations when they may be incapacitated.
For others in this situation, I hope you have a better, more rapid resolution experience than I did. When it's time to purchase your next vehicle, think back to how you were treated and if GM made you feel like you were a valued customer. If everyone at GM and OnStar acted like Ronda, I wouldn't hesitate to come back to the brand, but she was the exception rather than the standard.