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Troubleshooting

RESOLVE PROBLEMS WITH YOUR IN-VEHICLE WI-FI® HOTSPOT 

Your vehicle’s available in-vehicle Wi-Fi® Hotspot† can keep you connected on the go. An active OnStar® vehicle data plan is required to connect. This article will help you troubleshoot common connectivity and data plan issues.  

SYMPTOMS / TROUBLESHOOTING STEPS

When the In-Vehicle Wi-Fi® Hotspot Is Not Connecting

When the In-Vehicle Wi-Fi® Hotspot Is Disabled

When the In-Vehicle Wi-Fi® Hotspot Performance Is Slow

When Your In-Vehicle Wi-Fi® Hotspot Login Credentials Are Not Accepted

WHEN THE IN-VEHICLE WI-FI® HOTSPOT IS NOT CONNECTING

If your connection is lost or disabled, or if you’re connected to Wi-Fi® but do not have internet access, you can verify that your OnStar vehicle data plan is active by following the steps below:

 

Via Advisor:

  • Press the blue OnStar button in your vehicle.
  • Speak with an Advisor regarding your OnStar vehicle data plan status.

Via Mobile App†:

  • Navigate to the Home screen.
  • Press the Controls tab.
  • From there, select Wi-Fi® to check your plan status, including expiry and data usage.

 

Via Web:

  • Log in to your GM account.
  • Press the Profile icon.
  • From there, go to Account Overview.
  • Select OnStar Plans. 

If you’re still having issues, you can follow the steps below. 

 

1. Verify Wi-Fi® Settings (Available for select 2017 and newer model year vehicles):

  • From your centre display, press the Settings menu icon.
  • From the Settings menu, select Wi-Fi® Settings.
  • From there, ensure your Wi-Fi® Hotspot is enabled.
  • Ensure your SSID and password are entered correctly.

 

2. Restart Your Devices:

  • Turn your vehicle off.
  • Turn your phone or tablet off.
  • Wait 10 seconds.
  • Turn your phone or tablet on.
  • Restart your vehicle.
  • Turn off the engine.
  • Open and close the driver’s door.
  • Wait for the OnStar LED to go out.
  • Restart your vehicle.
  • Let your vehicle run for 15-20 seconds.
  • Verify if the Wi-Fi® Hotspot is still showing as enabled in the infotainment system.
  • Test the Wi-Fi® Hotspot signal again.

 

Tip: For the best connection and performance, ensure the vehicle is in an open area with strong cellular signal. Avoid garages, buildings, or dense tree cover.

 

3. Forget and Reconnect to the Wi-Fi® Hotspot:

  • Go to your phone’s Wi-Fi® settings.
  • Tap your vehicle’s Wi-Fi® Hotspot name.
  • Tap Forget Network OR you can remove/reconnect by selecting the hotspot again and entering the correct password.

 

Note: You can find the hotspot name (SSID) and password on the vehicle’s centre display by going to Settings > Wi-Fi® Hotspot or through your mobile app by navigating to Control > Wi-Fi > Wi-Fi Name >Password.

 

4. Perform a Radio Reset:

  • Put your vehicle in PARK.
  • Press and hold the End Call button on your steering wheel for 10-15 seconds.
  • Your vehicle infotainment system will then reboot. From there, try reconnecting to your vehicle’s Wi-Fi® Hotspot.

 

5. Contact an Advisor:

  • If the above steps did not resolve your issue, press the blue OnStar button in your vehicle to speak with an Advisor.

WHEN THE IN-VEHICLE WI-FI® HOTSPOT DATA SHARING IS DISABLED

If your vehicle’s Wi-Fi® Hotspot is not sharing data, you can activate it through your vehicle’s Settings menu. Here is how to do it:

 

  • Press the Settings menu icon on your centre display.
  • Under the Settings menu, navigate to the Wi-Fi® Settings option.
  • From there, toggle “Share Vehicle Data” on.

 

If prompted, press Continue to save settings.

WHEN THE IN-VEHICLE WI-FI® HOTSPOT PERFORMANCE IS SLOW

If your Wi-Fi® Hotspot is connected to the internet, but performing slow, you can follow the steps below to troubleshoot the issue.

 

1. Check Your OnStar Vehicle Data Plan Status:

  • Press your blue OnStar button to speak with an Advisor to check the status of your OnStar plan, or look via mobile app, Web or Vehicle Settings following the Symptom Detail above. 

 

2. Check Signal Strength:

  • Your vehicle must be in an area with good cellular coverage. Avoid underground garages, tunnels, or remote areas.

 

3. Test Internet Speed:

  • Connect your smart device to your Wi-Fiâ Hotspot and open your web browser and go to speedtest.net. This website will measure your current Wi-Fi® speed. Typical speeds vary based on your location, signal conditions, and number of devices connected to the Wi-Fi.®

 

4. Reduce the Number of Connected Devices:

  • If there are several devices connected at once to the hotspot, there may be slower connection times. Disconnect any unused phones, tablets, or laptops.

 

5. Restart Your Devices:

  • Turn your vehicle off.
  • Turn off your phone or tablet.
  • Wait 10 seconds.
  • Turn your device back on.
  • Turn Off the engine.
  • Open and close the driver’s door.
  • Wait for the OnStar LED to go out.
  • Restart your vehicle.
  • Let your vehicle run for 15-20 seconds.
  • Verify that the Wi-Fi® Hotspot is still showing as enabled in the infotainment system.
  • Test the Wi-Fi® Hotspot signal again.

 

6. Turn Off Background Apps:

  • On your phone or tablet, close any apps running in the background that you’re not using to help improve internet speed.

 

7. Perform a Radio Reset:

  • Put your vehicle in PARK.
  • Press and hold the End Call button on your steering wheel for 10-15 seconds. Your vehicle’s infotainment system will then reboot.
  • From there, try reconnecting to your vehicle’s Wi-Fi® Hotspot.

WHEN YOUR IN-VEHICLE WI-FI® HOTSPOT LOGIN CREDENTIALS ARE NOT ACCEPTED

If you’re attempting to enter your login credentials for your vehicle’s Wi-Fi® Hotspot and you’re getting messages like “Incorrect Password” or “Unable to Join Network,” follow these steps:

 

1. Double-check the Wi-Fi® Hotspot Name and Password:

  • You can find the hotspot name (SSID) and password on your vehicle’s centre display by going to the Settings menu and selecting Wi-Fi® Hotspot. Make sure you’re entering the exact password, including upper/lowercase letters, numbers, and special characters, and not including extra spaces before or after.

 

2. Forget the Network and Reconnect:

  • Go to your phone’s Wi-Fi® settings.
  • Tap your vehicle’s hotspot name.
  • Tap Forget Network or remove/reconnect using the correct password shown on the centre display.

 

3. Restart the Device and Vehicle:

  • Turn off your vehicle.
  • Turn off your phone or tablet.
  • Wait 10 seconds.
  • Turn your device back on.
  • Turn off the engine.
  • Open and close the driver’s door.
  • Wait for the OnStar LED to go out.
  • Restart your vehicle.
  • Let your vehicle run for 15-20 seconds.
  • Verify that the Wi-Fi® Hotspot is still showing as enabled in the infotainment system.
  • Test the Wi-Fi® Hotspot signal again.

 

4. Try Connecting with a Different Device:

  • If the hotspot name and password are correct but your device still won’t connect, try using a different phone, tablet, or laptop. If the second device connects successfully, the issue may be with the device’s settings. You may need to contact the device manufacturer or your wireless carrier or visit the place of purchase for further support.
  • If no devices can connect, the issue may be with the vehicle’s hotspot settings. Please call an Advisor for assistance.

RELATED LINKS AND RESOURCES

How to Stay Connected Using Your In-Vehicle Wi-Fi® Hotspot

Q&As

How can I check if my OnStar vehicle data plan is active?

If your Wi-Fi® Hotspot is not connecting, it is possible your OnStar vehicle data plan is inactive. To ensure it is active, press your blue OnStar button to talk to an Advisor. They may send a signal to your vehicle to refresh connectivity.  

How can I renew my OnStar vehicle data plan?

To renew your OnStar vehicle data plan, you can contact an OnStar Advisor by pressing your blue OnStar button. Or, you can check your data plan status and renew an existing plan through your vehicle’s mobile app. 

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To find out if your vehicle has this feature, contact your dealer or refer to your vehicle’s equipment list. Please check your Owner's Manual for more information about features.

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