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Hi my name is Skyler, How can I help you today?
Pavel 19:00
Hello! My name is Pavel, I'm an owner of model x 75d 2018. I have ordered premium connectivity package week ago, and have not received the functions yet. I received email from Tesla that car received Premium Connectivity. I have tried "Power off" and reset car for many times, it didn't work. Can you please help and tell what is wrong?
Skyler 19:01
We can see if the car updated to premium we just need to verify first.
19:06
Thank you, it appears our system is trying to update the car.
Skyler 19:07
But it has not been able to connect, this seems to be a car produced for the US market so these features may not work in another region.
Pavel 19:08
But we have a lot of US cars in our region and they can use Premium features....
Skyler 19:09
That is what I am looking for, as far as we are advised these feature should only work within the cars intended region.
Pavel 19:10
Can I change my region in any settings may be it will help?
Skyler 19:11
There is not a way to adjust the region in the settings, you can try a reboot or a powercycle.
Skyler 19:12
It appears the car is on wifi it may help to disconnect it to see if it can update over the cell LTE signal instead.
Pavel 19:13
ok I will disconnect right now
Pavel 19:15
done
Skyler 19:15
Normally the subscription will update over night we have no way to force it.
Pavel 19:16
My car is parked at parking every night, and has no network, may be it is a problem?
Skyler 19:18
That could also be the issue, yes.
Skyler 19:18
The problem as I see is it is that the features are only intended to work within the market the car was sold in.
Skyler 19:18
In this case the US and you seem to have the car in BE currently?
Pavel 19:19
no, in Ukraine )
Skyler 19:19
Sadly that is even worse.
Pavel 19:19
But I don't understand how other cars can use this option
Pavel 19:20
that come from US also
Skyler 19:21
Just because they can work does not mean that we support making them work sadly.
Skyler 19:21
You would normally need to work with the service center in your region if the car is not updating.
Skyler 19:21
So far as I can see our system is trying to update it.
Skyler 19:22
But it is likely failing because it was not designed to work when the car is in another country.
Skyler 19:23
Also the car is marked as unsupported Tesla cannot guarantee over-the-air software updates for owners outside of core markets.
Skyler 19:23
We would advised that you cancel premium as we cannot guarantee it will work for you.
Pavel 19:24
But I am getting the over-air software updates. I passed voltage test in Service in Poland
Skyler 19:25
They can get updates but we cannot guarantee they wil work outside of the core market.