Audi A3 E-tron Forum

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 Post subject: Tips on e-tron connect services for USA
PostPosted: Wed Jan 13, 2016 11:48 am 
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Joined: Tue Sep 22, 2015 4:39 pm
Posts: 175
Congrats fellow A3 e-tron owners. Just like you I was very excited to finally get delivery of the much anticipated e-tron. However the connect services that came with the car is a hair-pulling experiences. I'm writing down here some tips that may help fellow owners before you go crazy.

Please note there is a difference between MyAudi Connect and the e-tron connect services. MyAudi Connect came with A3 that are ordered with the Tech Package or the Prestige model and is serviced by AT&T Wireless. The e-tron connect service comes with every A3 e-tron that gets delivered and is free for 3 years from Verizon Telematics.

First, there is a brochure/pamphlet that came with the car detailing how to activate the e-tron connect services. Make sure your dealer fills out the necessary paperwork to create and account for you in etron.audiusa.com. However, if they did not, don't fret because you are able to create one on the website.

Supposedly, owners will get 3 emails with 3 different types of information to get e-tron connect working:
1. Temporary password (assuming your dealer created an account for you)
2. Account number
3. PIN number

If you did not get the temporary password, go ahead and create one from etron.audiusa.com. At this point when you log in to the website, it's going to ask you to add a a vehicle (your e-tron). You will need the Account number and the PIN for this. If you did not get either of these, call Audi USA directly at (844) 573-8766. so they can set you up. The actual company that produces account and PIN is Audi e-tron/VW Car-Net/Verizon, the same service provider for the VW e-Golf connect services. You can call VW Car-Net services directly also at (877) 820-2290.

Once you have your account and PIN, go ahead and login to etron.audiusa.com. Add your e-tron using the account number and the PIN. You will discover your e-tron car in there with the VIN number (make sure it's correct).

Now on to the e-tron app. If you have an iPhone or Android phone, download and install the e-tron app. It will ask you to enter your Username. Now here's the tricky part, you would think that you will enter your email as your Username, but NO! You will need to enter your Account number as your user name. The app will then ask you to enter your PIN (the same one). It will then ask you to have a REGISTRATION CODE sent to you. You have a choice of email (supposedly the email from your etron.audiusa.com account) or as a text message to your phone (the one that should have been set up for you by Audi e-tron/VW Car-Net service). Enter the registration code in the next screen and voila! You're now log in to the e-tron app portal.

That's it! Hope this helps new e-tron owners.


Last edited by bruintoo on Tue Feb 09, 2016 11:20 am, edited 2 times in total.

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 Post subject: Re: Tips on e-tron connect services for USA
PostPosted: Mon Feb 08, 2016 7:28 pm 
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Joined: Tue Jan 26, 2016 6:27 pm
Posts: 13
I've had my e-tron for almost a week now and still cannot get my account number and PIN. After several calls to the dealer, Audi customer experience and Verizon my account info can't seem to make it from Audi to Verizon.

The only positive thing about this experience is everyone I've talked to has been incredibly nice and patient.

Anyone else have this problem? If so, anything work to get it fixed?


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 Post subject: Re: Tips on e-tron connect services for USA
PostPosted: Tue Feb 09, 2016 4:33 am 
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Joined: Sat Jul 12, 2014 6:50 am
Posts: 122
Location: Bracknell - UK
Thanks @bruintoo for a great write up. I'm sorry to see that owners in North America are now facing similar if not the same issues as we UK and other European owners have faced for over a year now.

Audi UK do not seem to understand the e-tron connect app, let alone the problem. I am still awaiting resolution of intermittent connectivity which has been outstanding for the best part of a year.

I would hope that Audi Germany would have a plan of action as this has been one of the biggest gripes of e-tron customers since launch. With other e-tron models coming to market, you would think that all would be well soon!


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 Post subject: Re: Tips on e-tron connect services for USA
PostPosted: Wed Feb 10, 2016 10:20 am 
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Joined: Mon Jan 25, 2016 6:36 pm
Posts: 11
I'm curious if anyone has heard plans to allow App connection & update via bluetooth?

Certainly a different use case, but very helpful, I'd offer.

I've been using DashCommand (http://www.palmerperformance.com/products/dashcommand/) to peek into the car stats, but obviously would prefer the integration offered by the App.

(I do not have the connectivity package)


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 Post subject: Re: Tips on e-tron connect services for USA
PostPosted: Tue Feb 16, 2016 4:14 pm 
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Joined: Tue Jan 26, 2016 6:27 pm
Posts: 13
rmcfarlan wrote:
I've had my e-tron for almost a week now and still cannot get my account number and PIN. After several calls to the dealer, Audi customer experience and Verizon my account info can't seem to make it from Audi to Verizon.

The only positive thing about this experience is everyone I've talked to has been incredibly nice and patient.

Anyone else have this problem? If so, anything work to get it fixed?


It's now been two weeks and still no account number and PIN. Anyone know how to escalate issues within Audi?


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 Post subject: Re: Tips on e-tron connect services for USA
PostPosted: Wed Feb 17, 2016 1:56 am 
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Joined: Tue Sep 22, 2015 4:39 pm
Posts: 175
rmcfarlan wrote:
rmcfarlan wrote:
I've had my e-tron for almost a week now and still cannot get my account number and PIN. After several calls to the dealer, Audi customer experience and Verizon my account info can't seem to make it from Audi to Verizon.

The only positive thing about this experience is everyone I've talked to has been incredibly nice and patient.

Anyone else have this problem? If so, anything work to get it fixed?


It's now been two weeks and still no account number and PIN. Anyone know how to escalate issues within Audi?


In my case, I emailed my disappointment to Audi Customer Experience Center (AudiCustomerExperienceCenter@Audi.com) and cc'd the sales manager of the dealer I bought the car from as well as the service manager of the dealer I bought the car from. I got a fix in 24 hours.

-Ben


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 Post subject: Re: Tips on e-tron connect services for USA
PostPosted: Thu Feb 18, 2016 7:09 pm 
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Joined: Tue Jan 26, 2016 6:27 pm
Posts: 13
bruintoo wrote:

In my case, I emailed my disappointment to Audi Customer Experience Center (AudiCustomerExperienceCenter@Audi.com) and cc'd the sales manager of the dealer I bought the car from as well as the service manager of the dealer I bought the car from. I got a fix in 24 hours.

-Ben


@Ben - I followed your advice and sent and emil to Audi Customer Experience. I also copied the Director of Product Quality and Technical Services. He sent my email to a Regional Case Expert who go my account number and PIN in two hours.

Now I just have to get the app/etron web site to connect to my car reliably.


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 Post subject: Re: Tips on e-tron connect services for USA
PostPosted: Fri Feb 19, 2016 1:35 am 
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Joined: Tue Sep 22, 2015 4:39 pm
Posts: 175
rmcfarlan wrote:
bruintoo wrote:

In my case, I emailed my disappointment to Audi Customer Experience Center (AudiCustomerExperienceCenter@Audi.com) and cc'd the sales manager of the dealer I bought the car from as well as the service manager of the dealer I bought the car from. I got a fix in 24 hours.

-Ben


@Ben - I followed your advice and sent and emil to Audi Customer Experience. I also copied the Director of Product Quality and Technical Services. He sent my email to a Regional Case Expert who go my account number and PIN in two hours.

Now I just have to get the app/etron web site to connect to my car reliably.

Good! Can you logon to the mobile app and the web portal?
-Ben


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 Post subject: Re: Tips on e-tron connect services for USA
PostPosted: Fri Feb 19, 2016 6:43 pm 
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Joined: Tue Jan 26, 2016 6:27 pm
Posts: 13
bruintoo wrote:
Good! Can you logon to the mobile app and the web portal?
-Ben


@Ben - yes I can. Right now I am looking to see if certain geographic locations consistently have the same results (either work or don't work). I have never been able to etron connect to work at at my house (even though the cell signal for Audi Connect is strong) but have not had an issue when etron is parked where I work (about 8 miles away).


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 Post subject: Re: Tips on e-tron connect services for USA
PostPosted: Sat Feb 20, 2016 4:39 pm 
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Joined: Tue Sep 22, 2015 4:39 pm
Posts: 175
FYI. Audi Connect is with AT&T. e-tron Connect is Verizon.
rmcfarlan wrote:
bruintoo wrote:
Good! Can you logon to the mobile app and the web portal?
-Ben


@Ben - yes I can. Right now I am looking to see if certain geographic locations consistently have the same results (either work or don't work). I have never been able to etron connect to work at at my house (even though the cell signal for Audi Connect is strong) but have not had an issue when etron is parked where I work (about 8 miles away).


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