Urgent Call for Action to Address Chronic OnStar Wi-Fi No/Slow Internet On (2015-2025) Wifi Hotspot)
I have a 2016 Chevy Suburban LT with OnStar Unlimited Data Add-On. I see rampant complaints online regarding the OnStar Hotspot Services and have an equally treacherous user experience with OnStar Hotspot Unlimited Data Service compared to my AT&T Google Pixel 9 Pro XL on the road when verifying that on speed tests sitting idle at any given location I suffer non-connectivity or slow and or limited connectivity to internet data.
I can assure any who read this the issue is exclusively MVNO related as many tests I have done conclude zero issues with a device connecting to the hotspot itself. The Internet gateway aka router built in works and has worked flawlessly. It's the lack of data being sent and or served from the carrier to the device. The vehicles are the device and the hotspot is under data cap restrictions causing all of the grief and heartburn millions of customers are suffering from.
As a loyal OnStar customer, I am urgently calling for immediate executive intervention to address widespread issues with the Wi-Fi hotspot feature on my 2016 Chevy Suburban. I am part of a vast community of OnStar users who have been grappling with poor connectivity and speed constraints that, despite loyal usage, remain unresolved. This issue is not just about intermittent connectivity but a systemic problem rooted in the technical design of the service. Without prompt action from OnStar and GM leadership, millions of users will continue to face crippling limitations, potentially leading to serious legal implications due to unmet service expectations and lack of transparency in the advertised "unlimited" data plans.
Upon activating my OnStar hotspot, I noticed critical limitations that severely hinder real-world use. Despite my extensive experience in tech support, which spans over 36 years, I struggled to understand why I was seeing drastically reduced speeds—1 Mbps download and 0.5 Mbps upload—compared to the typical high speeds I experience with AT&T cellular data on my phone. This indicates a possible built-in throttle within the hotspot, impacting every OnStar customer using these services.
Despite troubleshooting and calls to OnStar support, I learned that my usage appeared capped without sufficient transparency on these limits. This issue appears to stem from the way OnStar is handling its Mobile Virtual Network Operator (MVNO) relationship with AT&T, wherein hotspot speeds are restrained far below what is advertised or expected. Customers have a right to know that the “unlimited” plan they pay for comes with significant caps, effectively nullifying its practicality for any substantial usage. This discrepancy in service needs to be addressed immediately, both for the integrity of GM and OnStar as trustworthy brands and to avoid the risk of legal consequences due to misrepresentation of service capabilities.
To address the root cause of this issue, I implore OnStar and GM executives to renegotiate their data plan structure with AT&T. It is clear that users are facing artificial caps and throttling due to restrictions imposed at the MVNO level—restrictions which should be made transparent and, ideally, removed for customers who are willing to pay for true high-speed, unlimited data.
The request is simple: allow customers to pay for a genuinely unlimited hotspot option. Just as other wireless carriers have modified their offerings, OnStar must offer a tiered data structure that allows for true, unrestricted hotspot use—one that aligns with the advertised benefits and meets the high standards that GM customers expect from their vehicles.
If this issue remains unresolved, OnStar risks facing class-action litigation from a growing community of frustrated users, compounded by potential regulatory scrutiny for misrepresentation. Customers deserve clear, honest communication about data limits and options for real-world performance that meets expectations. Transparency will not only protect OnStar from legal consequences but also restore trust in the service.
This is a critical moment for OnStar and GM to demonstrate a commitment to customer satisfaction and innovation by delivering the connectivity that modern drivers expect. The opportunity is now for OnStar to lead the industry by providing a viable, consistent, and genuinely unlimited data solution for its customers. I urge you to act swiftly in addressing this issue at the executive level to avoid further dissatisfaction, negative publicity, and potential legal fallout.
Thank you for your attention to this matter and for taking the necessary steps to ensure a solution that will benefit millions of loyal OnStar users.
I've been getting lied to every 7 days by a parrot-person for the last 3 months telling me my case has been "escalated" to a Sr. Technical Support Specialist. Horse poop. I would bet a paycheck the solution is a few keystrokes on a computer but there's nobody behind the curtain. The only people are the parrot-people that call me every week and read the same script lying into my ear-hole that someone is working on the issue. Nobody is working on this issue. OnStar lies. I thought the cable provider that rimes with "romcast" customer service was bad, but 3 months of weekly follow-up calls by a person lying to my face really takes the cake.
God help anybody who actually gets in an accident and relies on the OnStar system to save their life.
This is never the sort of thing that we like to hear about your experience with our OnStar support services, Carlo. Our team recognizes how frustrating it can be when concerns arise in relation to the safety and connected services that you love and depend. With this in mind, we want to assure you that our team would never seek to lie or prolong these difficulties for our loyal Members. OnStar has located your email and is in the process of drafting our response. You may continue communicating with us there, or you're just as welcome to send us a private message to us here to continue with our best support. 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. Our team looks forward to assisting you further.
Here was the email I got in response along with my own:
Hello there Carlo,
We understand how frustrating persistent concerns with your vehicle and OnStar must be. You do currently have an open case with our Internal Technical Team that is actively being worked on. Your case number is 44502811. We ask that you continue to work with them to avoid any miscommunication/confusion. If you need to reach out to them at any time, please call 1.888.4ONSTAR (1.888.466.7827) and provide your case number. Please have a good rest of your day.
Regards,
Ahmed A. OnStar Customer Care Advisor
It is impossible to "work with them". Nobody in OnStar can prove to me there's been anything done in 3 months. I only ever get to talk to "Terry" who is clearly reading a script every 7 days. She says the exact same thing every single time and has never had any kind of update other than "it has been escalated to our Sr. Technical Team". I specifically asked her on my last call "what proof do you have, that you can tell me right now that demonstrates anything has been done to resolve my case in the last 6 weeks". She can't answer that question. Every time I ask that question in various ways yields the same response "well, it's been escalated to our bla bla bla....". THAT'S NOT AN ANSWER!!!! I dare you to listen to my calls with her. They're supposedly being recorded so seriously!!! I invite you to listen to how asinine these "issue updates" actually are. Do you even care enough to listen to them? Prove you care about your customers. Hear the pain they're going through. So whatever role "Terry" is supposed to be filling by definition is useless. The only thing she will ever be capable of communicating is "it's fixed". Do you realize how useless that information is and has been over the last 6 weeks? What evidence can she, or you, or anyone that works for OnStar provide that demonstrates there's been even the slightest effort to resolve this? Apparently nothing. It sounds like your entire Sr. Technical Team sits in an untouchable ivory tower who's phones only work one-way. Nobody can call them and get a status. Everyone in OnStar can only sit on their thumbs and wait for the high and mighty "Team on the Hill" to call and bless us all with an update. My understanding of the state of this issue is no different today than it was 6 weeks ago. All I have ever heard in the last month and a half has been the same mindless, useless, insulting speech that "my problem is important" and "we know it's frustrating" and "our Sr. Technical Team is working on it". That's just categorically false and apparently OnStar is in denial that this model for resolving customer issues is manifestly awful.
Does anyone know if a class action suit has been started. I am sure a few state attorney generals would also like to know about this and could possibly sue GM, Onstar and AT&T. This is just another case of large corporations taking advantage of customers. They have deep pockets and can spend millions on legal fees to avoid having to provide the services their customers were led to believe they were receiving. I have two GMC vehicles. 2015 Yukon xl and 2017 canyon. Both Denali trims. Wi-Fi sucks in both. Practically useless. I have to disconnect and use phone data to get any information to download. Why am paying for a service that doesn’t work? It is a conspiracy on the part of the three companies to get us set up on auto payments and then not provide the service. They expect us to forget about the subscription and just keep the auto pay going. They collect millions but don’t provide anything of value. Basically they are stealing from us.
Our team is here to assist to the best of our abilities related to your services. If you have any ongoing troubles with your in-vehicle data connection, please send us a private message with additional details. To get started, select the envelope icon at the top right of your screen. When creating a new message, please be sure to enter Advisor_Helen to get connected directly to me.
I totally agree! I travel a lot and have found it to be more of a problem using my wifi in my car then it’s worth. I never have fast enough service to help me when I need it to. It’s very irritating because I count on this service for most everything I need on the road. I find I have to stop and find a spot where I can get a go connection while we are on the road. Not knowing the areas we our in are a concern for my safety. Let alone the time it adds to our travel time. I have to not count on this service for which I do pay for, that’s sad.
We appreciate you bringing these concerns with connecting/finding a stable connection to your in-vehicle Wi-Fi to our attention. This is not the kind of experience we wish to provide for our customers when they are out on the road and in unfamiliar areas. Our team wants to ensure you have confidence in the services you rely on. If you continue experiencing troubles, please send us an email to socialmedia@gm.com with the subject like, "ATTN: OS Community/Wildbill95240," so that we may assist you further with troubleshooting these concerns. Our team will keep an eye out for your message.
We do appreciate your sentiments regarding your in-vehicle data concerns and have further documented them for internal review by the appropriate parties. With this, we can update your case further with our internal Technical Team and request contact on your behalf. Our Technical Team is in the best position to further assist you with any ongoing concerns with your in-vehicle Wi-Fi. Feel free to email us at socialmedia@gm.com with ATTN: OnStar Community/jrkalis in the subject headline if you need assistance with communication. We are here to help to the best of our abilities.
I have the same issue with two different cars. My 2018 Buick Regal has wifi, but I have never once been able to connect to the Internet with it. In fact, in order to use my phone in the car, I have to turn off the wifi on the phone.
The other car is a 2024 Blazer EV. Again, my phone connects, but I never get any connection to the Internet. Why am I paying for it if it doesn't work? SO irritating!
Our team does understand the frustration associated with ongoing service concerns. If you continue to have trouble with your in-vehicle data connection, we would like to assist to the best of our abilities with any available troubleshooting. So we may, please email socialmedia@gm.com with ATTN: OnStar Community/Notgeorge in the subject headline. This will allow us to locate your Community post and take a further look into your account details on our end.
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I have a 2016 Chevy Suburban LT with OnStar Unlimited Data Add-On. I see rampant complaints online regarding the OnStar Hotspot Services and have an equally treacherous user experience with OnStar Hotspot Unlimited Data Service compared to my AT&T Google Pixel 9 Pro XL on the road when verifying that on speed tests sitting idle at any given location I suffer non-connectivity or slow and or limited connectivity to internet data.
I can assure any who read this the issue is exclusively MVNO related as many tests I have done conclude zero issues with a device connecting to the hotspot itself. The Internet gateway aka router built in works and has worked flawlessly. It's the lack of data being sent and or served from the carrier to the device. The vehicles are the device and the hotspot is under data cap restrictions causing all of the grief and heartburn millions of customers are suffering from.
As a loyal OnStar customer, I am urgently calling for immediate executive intervention to address widespread issues with the Wi-Fi hotspot feature on my 2016 Chevy Suburban. I am part of a vast community of OnStar users who have been grappling with poor connectivity and speed constraints that, despite loyal usage, remain unresolved. This issue is not just about intermittent connectivity but a systemic problem rooted in the technical design of the service. Without prompt action from OnStar and GM leadership, millions of users will continue to face crippling limitations, potentially leading to serious legal implications due to unmet service expectations and lack of transparency in the advertised \"unlimited\" data plans.
Upon activating my OnStar hotspot, I noticed critical limitations that severely hinder real-world use. Despite my extensive experience in tech support, which spans over 36 years, I struggled to understand why I was seeing drastically reduced speeds—1 Mbps download and 0.5 Mbps upload—compared to the typical high speeds I experience with AT&T cellular data on my phone. This indicates a possible built-in throttle within the hotspot, impacting every OnStar customer using these services.
Despite troubleshooting and calls to OnStar support, I learned that my usage appeared capped without sufficient transparency on these limits. This issue appears to stem from the way OnStar is handling its Mobile Virtual Network Operator (MVNO) relationship with AT&T, wherein hotspot speeds are restrained far below what is advertised or expected. Customers have a right to know that the “unlimited” plan they pay for comes with significant caps, effectively nullifying its practicality for any substantial usage. This discrepancy in service needs to be addressed immediately, both for the integrity of GM and OnStar as trustworthy brands and to avoid the risk of legal consequences due to misrepresentation of service capabilities.
To address the root cause of this issue, I implore OnStar and GM executives to renegotiate their data plan structure with AT&T. It is clear that users are facing artificial caps and throttling due to restrictions imposed at the MVNO level—restrictions which should be made transparent and, ideally, removed for customers who are willing to pay for true high-speed, unlimited data.
The request is simple: allow customers to pay for a genuinely unlimited hotspot option. Just as other wireless carriers have modified their offerings, OnStar must offer a tiered data structure that allows for true, unrestricted hotspot use—one that aligns with the advertised benefits and meets the high standards that GM customers expect from their vehicles.
If this issue remains unresolved, OnStar risks facing class-action litigation from a growing community of frustrated users, compounded by potential regulatory scrutiny for misrepresentation. Customers deserve clear, honest communication about data limits and options for real-world performance that meets expectations. Transparency will not only protect OnStar from legal consequences but also restore trust in the service.
This is a critical moment for OnStar and GM to demonstrate a commitment to customer satisfaction and innovation by delivering the connectivity that modern drivers expect. The opportunity is now for OnStar to lead the industry by providing a viable, consistent, and genuinely unlimited data solution for its customers. I urge you to act swiftly in addressing this issue at the executive level to avoid further dissatisfaction, negative publicity, and potential legal fallout.
Thank you for your attention to this matter and for taking the necessary steps to ensure a solution that will benefit millions of loyal OnStar users.
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I have a 2016 Chevy Suburban LT with OnStar Unlimited Data Add-On. I see rampant complaints online regarding the OnStar Hotspot Services and have an equally treacherous user experience with OnStar Hotspot Unlimited Data Service compared to my AT&T Google Pixel 9 Pro XL on the road when verifying that on speed tests sitting idle at any given location I suffer non-connectivity or slow and or limited connectivity to internet data.
I can assure any who read this the issue is exclusively MVNO related as many tests I have done conclude zero issues with a device connecting to the hotspot itself. The Internet gateway aka router built in works and has worked flawlessly. It's the lack of data being sent and or served from the carrier to the device. The vehicles are the device and the hotspot is under data cap restrictions causing all of the grief and heartburn millions of customers are suffering from.
As a loyal OnStar customer, I am urgently calling for immediate executive intervention to address widespread issues with the Wi-Fi hotspot feature on my 2016 Chevy Suburban. I am part of a vast community of OnStar users who have been grappling with poor connectivity and speed constraints that, despite loyal usage, remain unresolved. This issue is not just about intermittent connectivity but a systemic problem rooted in the technical design of the service. Without prompt action from OnStar and GM leadership, millions of users will continue to face crippling limitations, potentially leading to serious legal implications due to unmet service expectations and lack of transparency in the advertised \"unlimited\" data plans.
Upon activating my OnStar hotspot, I noticed critical limitations that severely hinder real-world use. Despite my extensive experience in tech support, which spans over 36 years, I struggled to understand why I was seeing drastically reduced speeds—1 Mbps download and 0.5 Mbps upload—compared to the typical high speeds I experience with AT&T cellular data on my phone. This indicates a possible built-in throttle within the hotspot, impacting every OnStar customer using these services.
Despite troubleshooting and calls to OnStar support, I learned that my usage appeared capped without sufficient transparency on these limits. This issue appears to stem from the way OnStar is handling its Mobile Virtual Network Operator (MVNO) relationship with AT&T, wherein hotspot speeds are restrained far below what is advertised or expected. Customers have a right to know that the “unlimited” plan they pay for comes with significant caps, effectively nullifying its practicality for any substantial usage. This discrepancy in service needs to be addressed immediately, both for the integrity of GM and OnStar as trustworthy brands and to avoid the risk of legal consequences due to misrepresentation of service capabilities.
To address the root cause of this issue, I implore OnStar and GM executives to renegotiate their data plan structure with AT&T. It is clear that users are facing artificial caps and throttling due to restrictions imposed at the MVNO level—restrictions which should be made transparent and, ideally, removed for customers who are willing to pay for true high-speed, unlimited data.
The request is simple: allow customers to pay for a genuinely unlimited hotspot option. Just as other wireless carriers have modified their offerings, OnStar must offer a tiered data structure that allows for true, unrestricted hotspot use—one that aligns with the advertised benefits and meets the high standards that GM customers expect from their vehicles.
If this issue remains unresolved, OnStar risks facing class-action litigation from a growing community of frustrated users, compounded by potential regulatory scrutiny for misrepresentation. Customers deserve clear, honest communication about data limits and options for real-world performance that meets expectations. Transparency will not only protect OnStar from legal consequences but also restore trust in the service.
This is a critical moment for OnStar and GM to demonstrate a commitment to customer satisfaction and innovation by delivering the connectivity that modern drivers expect. The opportunity is now for OnStar to lead the industry by providing a viable, consistent, and genuinely unlimited data solution for its customers. I urge you to act swiftly in addressing this issue at the executive level to avoid further dissatisfaction, negative publicity, and potential legal fallout.
Thank you for your attention to this matter and for taking the necessary steps to ensure a solution that will benefit millions of loyal OnStar users.
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I've been getting lied to every 7 days by a parrot-person for the last 3 months telling me my case has been \"escalated\" to a Sr. Technical Support Specialist. Horse poop. I would bet a paycheck the solution is a few keystrokes on a computer but there's nobody behind the curtain. The only people are the parrot-people that call me every week and read the same script lying into my ear-hole that someone is working on the issue. Nobody is working on this issue. OnStar lies. I thought the cable provider that rimes with \"romcast\" customer service was bad, but 3 months of weekly follow-up calls by a person lying to my face really takes the cake.
God help anybody who actually gets in an accident and relies on the OnStar system to save their life.
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This is never the sort of thing that we like to hear about your experience with our OnStar support services, Carlo. Our team recognizes how frustrating it can be when concerns arise in relation to the safety and connected services that you love and depend. With this in mind, we want to assure you that our team would never seek to lie or prolong these difficulties for our loyal Members. OnStar has located your email and is in the process of drafting our response. You may continue communicating with us there, or you're just as welcome to send us a private message to us here to continue with our best support. 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. Our team looks forward to assisting you further.
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Here was the email I got in response along with my own:
Hello there Carlo,
We understand how frustrating persistent concerns with your vehicle and OnStar must be. You do currently have an open case with our Internal Technical Team that is actively being worked on. Your case number is 44502811. We ask that you continue to work with them to avoid any miscommunication/confusion. If you need to reach out to them at any time, please call 1.888.4ONSTAR (1.888.466.7827) and provide your case number. Please have a good rest of your day.
Regards,
Ahmed A. OnStar Customer Care Advisor
It is impossible to \"work with them\". Nobody in OnStar can prove to me there's been anything done in 3 months. I only ever get to talk to \"Terry\" who is clearly reading a script every 7 days. She says the exact same thing every single time and has never had any kind of update other than \"it has been escalated to our Sr. Technical Team\". I specifically asked her on my last call \"what proof do you have, that you can tell me right now that demonstrates anything has been done to resolve my case in the last 6 weeks\". She can't answer that question. Every time I ask that question in various ways yields the same response \"well, it's been escalated to our bla bla bla....\". THAT'S NOT AN ANSWER!!!! I dare you to listen to my calls with her. They're supposedly being recorded so seriously!!! I invite you to listen to how asinine these \"issue updates\" actually are. Do you even care enough to listen to them? Prove you care about your customers. Hear the pain they're going through. So whatever role \"Terry\" is supposed to be filling by definition is useless. The only thing she will ever be capable of communicating is \"it's fixed\". Do you realize how useless that information is and has been over the last 6 weeks? What evidence can she, or you, or anyone that works for OnStar provide that demonstrates there's been even the slightest effort to resolve this? Apparently nothing. It sounds like your entire Sr. Technical Team sits in an untouchable ivory tower who's phones only work one-way. Nobody can call them and get a status. Everyone in OnStar can only sit on their thumbs and wait for the high and mighty \"Team on the Hill\" to call and bless us all with an update. My understanding of the state of this issue is no different today than it was 6 weeks ago. All I have ever heard in the last month and a half has been the same mindless, useless, insulting speech that \"my problem is important\" and \"we know it's frustrating\" and \"our Sr. Technical Team is working on it\". That's just categorically false and apparently OnStar is in denial that this model for resolving customer issues is manifestly awful.
Carlo
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Does anyone know if a class action suit has been started. I am sure a few state attorney generals would also like to know about this and could possibly sue GM, Onstar and AT&T. This is just another case of large corporations taking advantage of customers. They have deep pockets and can spend millions on legal fees to avoid having to provide the services their customers were led to believe they were receiving. I have two GMC vehicles. 2015 Yukon xl and 2017 canyon. Both Denali trims. Wi-Fi sucks in both. Practically useless. I have to disconnect and use phone data to get any information to download. Why am paying for a service that doesn’t work? It is a conspiracy on the part of the three companies to get us set up on auto payments and then not provide the service. They expect us to forget about the subscription and just keep the auto pay going. They collect millions but don’t provide anything of value. Basically they are stealing from us.
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Our team is here to assist to the best of our abilities related to your services. If you have any ongoing troubles with your in-vehicle data connection, please send us a private message with additional details. To get started, select the envelope icon at the top right of your screen. When creating a new message, please be sure to enter Advisor_Helen to get connected directly to me.
\n
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I totally agree! I travel a lot and have found it to be more of a problem using my wifi in my car then it’s worth. I never have fast enough service to help me when I need it to. It’s very irritating because I count on this service for most everything I need on the road. I find I have to stop and find a spot where I can get a go connection while we are on the road. Not knowing the areas we our in are a concern for my safety. Let alone the time it adds to our travel time. I have to not count on this service for which I do pay for, that’s sad.
DAshlock
2019 Terrain Owner
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We appreciate you bringing these concerns with connecting/finding a stable connection to your in-vehicle Wi-Fi to our attention. This is not the kind of experience we wish to provide for our customers when they are out on the road and in unfamiliar areas. Our team wants to ensure you have confidence in the services you rely on. If you continue experiencing troubles, please send us an email to socialmedia@gm.com with the subject like, \"ATTN: OS Community/Wildbill95240,\" so that we may assist you further with troubleshooting these concerns. Our team will keep an eye out for your message.
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We do appreciate your sentiments regarding your in-vehicle data concerns and have further documented them for internal review by the appropriate parties. With this, we can update your case further with our internal Technical Team and request contact on your behalf. Our Technical Team is in the best position to further assist you with any ongoing concerns with your in-vehicle Wi-Fi. Feel free to email us at socialmedia@gm.com with ATTN: OnStar Community/jrkalis in the subject headline if you need assistance with communication. We are here to help to the best of our abilities.
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I have the same issue with two different cars. My 2018 Buick Regal has wifi, but I have never once been able to connect to the Internet with it. In fact, in order to use my phone in the car, I have to turn off the wifi on the phone.
The other car is a 2024 Blazer EV. Again, my phone connects, but I never get any connection to the Internet. Why am I paying for it if it doesn't work? SO irritating!
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Our team does understand the frustration associated with ongoing service concerns. If you continue to have trouble with your in-vehicle data connection, we would like to assist to the best of our abilities with any available troubleshooting. So we may, please email socialmedia@gm.com with ATTN: OnStar Community/Notgeorge in the subject headline. This will allow us to locate your Community post and take a further look into your account details on our end.
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