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MFM registration won't complete. Onboard Modem to blame?


clybar2
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Hello!  I just received my 2017 Ford Fusion Energi Platinum that I ordered 10 weeks ago last Tuesday.  Every since then, I've been trying to set up MyFord Mobile, but I can never reach the step of getting the on-screen prompt in the car.  I've read through many posts on this forum and have tried several combinations of deleting the account, re-registering, resetting, unplugging the negative connection to the battery in the trunk, etc..., but I still have had no luck.  I've been able to get FordPass to connect, but it doesn't have any of the cool features for the Energi like MFM would.  In fact, when using FordPass, it says that I have an Energi and that I need to use MyFord Mobile to connect to the car.   Every time I have registered the car, I have used the VIN.  I wanted to try using the ESN, but I believe there may be an issue.  On the 'About Sync' screen in the car it displays information about SYNC 3 Software Version, Onboard Modem Serial Number (ESN), Vehicle Identification Number (VIN), Gracenote Version, Navigation Maps Version, and SYNC Serial Number (ESN).  For Onboard Modem Serial Number, there is no value.  Just a blank.  When I try to use the SYNC Serial Number, it says that it is not compatible with MyFord Mobile.  This has me thinking that the ESN I need is the Onboard Modem Serial Number.  Since after all my tries, this value has always been blank, is that the reason I can not get to the confirmation step on MFM?  Maybe the Onboard Modem isn't functional?  Is that the ESN that I really need?  Any assistance that you can provide would be greatly appreciated!!!!

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MFM uses the VIN of the car.  Set it up using a computer to connect to the web site.  Do not use the smartphone app until after it is working from the computer.  That means after responding to the question in the car for the second time, 24 hours after responding to the first question.

 

https://www.myfordmobile.com

 

The car must be in a location where there is a good AT&T cell phone signal available.  Put it out in the open, not in a garage.

Edited by murphy
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There should definitely be an ESN number listed in that field.  Could either be a bug in Sync 3 or the modem could be dead.  You said you got FordPass to connect?  Can you do anything to the car using that utility?  If so, then the modem is sending and receiving... something.  If not, then I agree - the modem is likely not functional.

 

Yay for new vehicle warranties! :)

 

When you do register the car with MyFord Mobile, then you definitely use the VIN and like Murphy says, do your whole registration on a computer first, and once that is working, then download the app and it should work fine out of the gate.

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So I took the car into the dealer and it turned out being a very quick fix.  Since there was no Onboard Modem Serial Number (ESN) being displayed on the About Sync screen, they knew the car couldn't talk to the cellular network.  They got to where the modem was and discovered that the factory had installed it, but they just forgot to plug it in.  As soon as they plugged it in and started the car, they confirmed the first message that was sent days earlier, but hadn't been picked up by the car yet.  24 hours later, I received and confirmed the second message and now things are working perfectly! Thank you both for your assistance!

 

Looking at all of the options in the MyFord  Mobile app, the only place I have been able to find setting the cabin temperature is where you can Add a Go Time and you can select a cabin temperature there.  I need to try that out.  I thought that as long as the car was plugged in, you couldn't start it, but I've read lots of posts on various forums that state if you pre-heat or pre-cool the car while it is still plugged in, you will still have 100% battery when you unplug and drive away.  I still need to see if that is true.

 

Thanks again!

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  • 4 weeks later...

My myfordmobile app doesn't work.  After many, many calls to ford tech support, the issue was not resolved, despite the hours invested in deleting accounts, master resets, fuse pulls, and more phone calls.  Finnally I took it to two separate dealers, explained the problem, and left it for the day.  Both times, they said they could find nothing wrong with the vehicle, yet the app would not connect.  I would not receive the first confirmation message, but this was not something either dealer had ever dealt with, so they had no idea.  They said they would contact ford and get back to me, which needless to say, never happened.  When I heard about the 3G upgrade, I figured I would just wait on that upgrade, and hopefully it would solve my problems.  I took my vehicle in to the nicer of the two ford dealers in my area, and they said bring it back next week, we will order that part for you.  When they called to let me know the part was in, I brought the car back, left it for the day, and then they called that evening and told me they ordered the wrong modem.  I picked up my car, and waited again until they "special" ordered the right part.  Back to the dealer, part was installed, and I picked up my vehicle later that day.  The service adviser told me the old modem was not even plugged in, and that all my problems should be resolved.  I got home, logged in to myfordmobile, added my vehicle, and was very excited when I received the first confirmation message! However my excitement was short lived.  After updating one time, neither the app nor the web would connect to my car, and would just state that the connection timed out.  I called tech support again, and they advised me to delete my vehicle, and account, and try again from scratch.  I did this, but my neither web nor app will allow me to delete my vehicle, and without deleting my vehicle I cannot delete my account, although I hardly believe that is where the problem is.  After reading other similar stories in this forum, I checked to see what my CPPM ESN was, and it is indicated as "UNKNOWN".  I am guessing that isnt good.  In addition to the myfordmobile app not working, I believe my brand new battery may be going bad again, because I am again receiving the "System Off to Save Battery" message on the main display.  My vehicle is a 2014 Energi Titanium, and is supposedly covered under warranty.  If I had not already had 240 service ran out to my garage and installed a really nice GE charging station, my vehicle would be on the showroom of the nearest Ford dealer, with a trail of broken glass behind it from the showroom window it had just been driven through.  

Edited by ronmarish
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  • 2 weeks later...

So I took the car into the dealer and it turned out being a very quick fix.  Since there was no Onboard Modem Serial Number (ESN) being displayed on the About Sync screen, they knew the car couldn't talk to the cellular network.  They got to where the modem was and discovered that the factory had installed it, but they just forgot to plug it in.  As soon as they plugged it in and started the car, they confirmed the first message that was sent days earlier, but hadn't been picked up by the car yet.  24 hours later, I received and confirmed the second message and now things are working perfectly!

 

Thank you! I was having the same issue - turns out that my modem was not plugged in either.

 

I didn't want to make a dealer appointment so I popped off the plastic interior trim pieces, slid the parcel shelf/speaker covers out of the way, and plugged it in myself.

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