Forum Discussion
OnStar Module Failure - software recall?
My 2022 Chevy Suburban Z71 OnStar Telematics Module likely failed. I took it into a local dealership in January due to the software recall. I explained to the service department that I had not been able to use the App to access vehicle info, start it remotely, access wifi, etc... since Nov 29, 2024. The service tech told me that the new software update should fix the problem. I had read about the telematics problem and called the service department prior to bringing my car in and the mechanic explained he would take a look at it. When the car was ready, I tried to access use the app and it still did not connect. The tech told me that I likely had to give the software some time to work itself out:). I'm in software and knew this was a load of BS. I asked him to bring the car back into the mechanic and he said I had to make another appointment and come back. So, my question is, what about the lack of access and I am still paying for wifi and OnStar. Can any credit be given retroactively and cancel or put this on hold until the issue is resolved? I am paying for something that is not functional....
39 Replies
Well, it appears I'm dealing with the same thing many many others are dealing with regarding the OnStar module. It's been almost a month since my module went out and the dealership told me that it'll be about 12 weeks minimum before I can get a replacement for my 2022 Chevy Silverado 1500. When I called OnStar about placing my account on hold, I was told that they can't place an account on hold. I can cancel and sign up again when the new module is installed. The only challenge is that the price for signing up again later may increase and I will not be qualified for the discount that I have from signing up when I purchased the truck new.
I cannot believe that GM or OnStar are having such an issue with replacing these defective modules!! It appears that there are thousands of people waiting for a replacement (according to the service department at the dealership). How can this even be acceptable business practice? They should have been manufacturing a bunch of these units in preparation for such a mass problem. Plus, we're these not tested before making it standard technology in several vehicles? Did they know that the units were prone to break down when they started installing them in so many vehicles? I think, given the number of complaints regarding the same malfunction, they should be working overtime to get them replaced and that the vehicle owners shouldn't be responsible for the cost of replacing them!!
Update: 03/28/2025
I received a call that the module replacement had been received. Having scheduled an appointment and the module replaced, I was charged $700 for this replacement!! I am really upset that this malfunction seems wide-spread and prevalent with many others that have complained about the same issue and yet they still have not taken responsibility regarding this issue! Additionally, the cost of replacing this unit is not cheap and almost not worth the effort to have it replaced except that I could not access my gps or certain other functions tied to this module.
While I do not have the time nor the funds to seek a class action lawsuit, I am almost sure given the number of customers that are dealing with the same problem that we would have a chance at recouping the cost of replacement.
I know one thing is for sure, the next time I buy a vehicle, if it has one of these modules, I will be looking for other options!!
At least you got yours! Mine has been on order since Jan. 28th, and still no news on when it will be arriving! My OnStar hasn't worked for almost 8 months, and I was paying almost $40/month for absolutely nothing. GM needs to make this right!
2023 suburban. Mine apparently went out this week. I’m scheduled to take it in next week for a battery drain recall. My WiFi suddenly quit working then I noticed my onstar button is not functional. Got on Google and it led me here. Coincidentally my friend has a brand new 2025 Tahoe and hers has stopped working. A year ago I had to replace my battery. Chevrolet said it was a faulty battery but I’m starting to connect the dots to this module. There should definitely be a recall. I’m just over my factory warranty so I guess I’ll be paying for the replacement
We do appreciate these details, Nellie. Our team here would like to apologize for any miscommunications with your service center. If you continue to experience concerns with your OnStar module, we would like to assist to the best of our abilities. So our team may take a further look into things, kindly email socialmedia@gm.com. Be sure to include ATTN: OnStar Community/Nellie_MN in the subject headline. This will allow us to locate your Community post and explore any available assistance avenues.
I’ll save you a read. They ain’t doing **bleep**tt
This has happened to me also, I think the only way to get this resolved is to see how a class action could be brought against OnStar and Chevrolet. There is no way that there should be a recall or fix for this with how integrated OnStar telematics control module is necessary for functions and it is obviously an issue that is known about and should be fixed since in Pa it is now law that you can’t pick a phone up to dial but this effects all voice commands to. Look online and you can see this is a problem and that’s just the people that say something I sure there are many others that this has happened to. 80K for a truck that has 36k warranty probably should have been first red flag that Chevrolet has zero confidence is the build of their vehicles that they have one of the worst warranties. Also people need to post about this more so future buyers know, “ buyer beware”. You can take to a dealership for them to troubleshoot at $160/hr open ended with no diagnostic tools which is what I was told they can just use the remote tool that OnStar uses. This means the bill could be huge just to troubleshoot the issue then the replacement part and installation. I’ve owned 8 vehicles and Chevy by far has worst warranty with most issues within 2.5 yrs.
Happened to me too. No WiFi clock wrong etc. GMPP won’t cover the full cost of the repair either. Only about half because they had to get the module third party. Complete bs.
This isn't the new vehicle ownership experience we wish for you to have, Dustinl. We recognize the impact that unexpected costs can have, but want to acknowledge that you did the right thing by bringing these module concerns to the attention of your dealership. If you have any follow-up questions or have any other concerns with your OnStar Services, feel free to send us a private message to OnStar_Support with additional details. Just select the envelope icon at the top right of your screen to get started.
2022 Tahoe Z71 bought new with 7/70 extended warranty. Mine finally died this weekend. This will be the last Chevy I buy. I will not deal with OnStar, Sirius, or the pay for app again. Biggest POS racket I have ever seen. I’ll join any class action against all of this anytime!!
Pretty much a huge racket and they get away with it. I had my module replaced in a 2025 equinox. Module still didn't work right, but I was able to at least call OnStar with this one. They did some over the air update. Still didn't work right. Finally they gave me a free trial of their One Plan. Guess what? Of course it works. 8 years of free connectivity is an out and out lie. You get some basic free stuff- but none of the valuable stuff..you need to pay for that and pay as if you had nothing. I honestly could see having to pay $10 a month to keep the wi-fi access....but paying $34.99 when we are supposed to get mostly everything except wi-fi for free for 8 years? No- that is false advertising and a total scam. Chevrolet and OnStar should not only be ashamed of themselves, I wish someone could hold them accountable.
We know how upsetting this concern with your OnStar module must be. Our team would be glad to connect with you and learn more. To get started, please send us a private message to OnStar_Support by selecting the envelope at the top right of the page. Please include your full contact information, VIN, mileage, and the name of your preferred dealership. By sending us a message, you consent to the information you provide being monitored and recorded by GM or those acting on GM’s behalf, subject to the GM Privacy Statement: https://www.gm.com/privacy-statement.
My 22' trailblazer is in the shopnas we speak. Yup onstar module needs to be replaced. And OF COURSE my bumper to bumper expired on 10/10. They havent given me a quote to replace yet. We will see what they say. This is just ridiculous. Buy a brand new vehicle so there wont be problems for years down the road. To having multiple issues within the 3 years of owning it. Should have saved money and bought a damn hoopty.
We know how frustrating unexpected vehicle concern like the one you are experiencing with your module can be. Our team would be glad to connect and look into this for you. To get started please send us a private message to OnStar_Support by selecting the envelope in the top right. Please include your full contact information, VIN, mileage, and the name of your preferred dealership. By sending us a message, you consent to the information you provide being monitored and recorded by GM or those acting on GM’s behalf, subject to the GM Privacy Statement: https://www.gm.com/privacy-statement.
About a week ago my android would not connect to my 23 Trailblazer. I kept trying to connect throughout the day and decided to wait until I got home to connect it using a USB cord. Did that, it connected to Android auto, I was able to use my Google maps, all good. We commute 5 hours round trip a day for work so we always use the Hotspot. When I say we, it's my husband and 11 year old son. Everyone has been complaining about the Hotspot but I guess I really didn't read more into it, until now. I noticed a few days ago that my vehicle diagnostics weren't updating on the Chevy app. I googled and tried all the "fixes". Force stop, uninstall, reinstall. Turn your car off, turn it on, blah blah blah. Nothing worked. I finally called and was told that the plan I had was no longer available so that's probably why I was having all these issues. So I signed up with a different plan and called it a day since it was already 11 PM. So today, I go out to my car and try to connect to the wifi, which is a possible fix for the app not reading diagnostics. The OnStar button is not lit up at all, wifi Hotspot says that I need a data plan, which I have. Call OnStar and she says she can't run a diagnostic on it at all, she tried 3 times and couldn't get it to connect so it could be the module. How in tf do they expect people to spend $700 to replace this? Not to mention that my keyless entry fob barely even works. I can normally lock my car from inside my house, from inside my work, 2 blocks away and now I have to literally be standing next to it for it to sometimes open. Most of the time I have to use the button on the door to open it. We're talking basic features, safety features, because I want to be able to quickly unlock and lock my car if I need to. And after they changed the wifi plan, I all of a sudden can't access anything? And I'm a CHEVY EMPLOYEE! And NO, I don't get a discount on parts or labor, I'm just a regular person when it comes to needing work on my car. And all the rep at OnStar could say was oh, I really hope it's not the module, but it does sound like that's what it is and I'll have to escalate this. Biggest crock of bs and scam.
We recognize how frustrating all these concerns must be for you, and our team shares in your desire to find a resolution as soon as possible. Please connect with us so that we can take another look by sending us a private message to OnStar_Support with your VIN or OnStar Account number. Be sure to confirm the full name as it appears on your account, as well. Just select the envelope icon at the top right of your screen to get started. We're here to support you. By sending us a message, you consent to the information you provide being monitored and recorded by GM or those acting on GM’s behalf, subject to the GM Privacy Statement: https://www.gm.com/privacy-statement.
Please everyone reach out to Hagens Berman's if you have this issue. They are the ones that handled the recent Toyota case and are the best firm I can find to take this on! Clear safety issue given On Star for accidents here we have good standing on since they are using parts to continue building instead of fix the issue. Please reach out so we can get an idea of the class size.
https://www.hbsslaw.com/cases/auto-defect-complaints#block-form-block
Sign me up for the class action. We haven't been able to use Wifi etc. for 6 months. Dealership said it would be around $1,100 to replace the telematics module in our 2022 Suburban RST. I am not paying that for a known issue, so this will be the last Chevrolet we buy even though we've been super happy about the vehicle overall.
We understand how frustrating Wi-Fi issues can be, and our team would like the opportunity to learn more. Please click the envelope icon at the top right of your screen to send us a private message with more details, and we’ll be happy to investigate further. We look forward to assisting you.
Respectfully, OnStar tried troubleshooting multiple times over the summer and suggested I go to the dealership. Hard to believe they didn't mention the Telematics module issue. I've already created a complaint with GM and will report back once it's resolved.
Please everyone reach out to Hagens Berman's if you have this issue. They are the ones that handled the recent Toyota case and are the best firm I can find to take this on! Clear safety issue given On Star for accidents here we have good standing on since they are using parts to continue building instead of fix the issue. Please reach out so we can get an idea of the class size.
https://www.hbsslaw.com/cases/auto-defect-complaints#block-form-block
This is literally a bunch of BS. I've canceled OnStar and uninstalled the my Chevy app. I can still use Android auto for the map, thankfully,but that's it. I bought my Trailblazer as a commuter vehicle. We live an hour 15 minutes from where we work and from our son's school. But with traffic, we spend about 5 hours, per day, in the car. I wanted wifi and Hotspot so I could work on the drive home so I could leave work a little early every day to get a small jump on traffic. My son also used it to do his school work on his Chromebook so he could have it done by the time we got home so he has time to play. Now we have no access to any of that. And not just that, why the hell does the OnStar module also affect my key fob?! Hopefully I'm never being chased by a murderer, because if I am, I sure can't count on my key remote to actually open my car door. I can literally be standing right next to my car and it won't open. And if I want to lock it, I usually have to unlock it and then it will lock. Tonight I got in my car to move it, and it wouldn't turn on. It did a chime and when I looked at the dash it said "no remote detected". The key was on the passenger seat. The fact that Chevy put so much power into this freaking module is careless. I should be able to unlock and lock my car with no problem. I shouldn't have to open the door with the keyless entry button on the door. And when that stops working what? There's no actual key and keyhole to open it the old fashioned way so then what? Sign me up for the class action too. Respectfully, as a PO'd Chevy employee.
Our team realizes the frustration you must be feeling. We would like the opportunity to look further into the concerns you are experiencing with your in-vehicle Hotspot and key fob. Please send us a private message to OnStar_Support with additional details as soon as you have the chance. Just select the envelope icon at the top right of your screen to get started.
My ‘23 ZR2 1500 just sat at the dealer for 3 days after a specifically timed appointment just for me to hear they fixed nothing and ordered a part that will take 2 weeks to arrive. Glad they’re going to fix it under warranty but how long will this new one last. Crappy experience so far.
Hi Jessin619. Did you replace the battery in your key fob (key remote)? The battery in mine keeps dying.
I haven't replaced the battery but I did pull out the extra fob and it does the same thing. I know it seems like something so unimportant, but my family leaves between 330 and 400 am during the week. When I go outside carrying all of our backpacks, in the pitch black, and literally stand for 2 minutes trying to open my car, it's a big deal to me. Not to mention the several times we've all stood outside of the car, in pouring rain, while I try to get the doors open. The push lock on the doors no longer work as they should. I have to also stand and push it repeatedly until it opens the car. It's frustrating, we comment on it at least once a day. It's about that time right now in fact, because I'm going to start locking up for the night which means standing at my front door for about 5 minutes pushing the lock button on my fob until it locks. It's just ridiculous.
We too have the on star modular gone bad. Part is on back order. Just what we need for the holidays.
This is never the sort of thing that we like to hear from our loyal Members, @Missyk. Our team recognizes how frustrating it can be to encounter unexpected difficulties with your vehicle's OnStar connected services, especially around the holidays. It would be our pleasure to learn more about this situation to better assess how we may be able to assist you through this repair process and get your OnStar back up and running. When you have a moment, please send us a private message with your full name, OnStar account number, VIN, the current mileage, and the name of your participating dealership to OnStar_Support. You only need to select the envelope icon in the top right corner of the screen to begin. We'll be keeping an eye out for your message and hope to connect again soon. By sending us a message, you consent to the information you provide being monitored and recorded by GM or those acting on GM’s behalf, subject to the GM Privacy Statement.