2021-2024 Jeep Connected Services Issues TSB 08-160-24

Owners of certain 2021-2024 Jeep models may encounter various problems with their vehicle's connected services. This Technical Service Bulletin, identified as TSB 08-160-24 (also referenced as B08 FSAR-TSB-4398), provides a management procedure for dealers to address these customer issues. The bulletin, issued on July 12, 2024, applies to vehicles equipped with a Global Telematics Box Module (TBM) and Connectivity - Europe (Sales Code RTK).

Symptoms of Connected Services Issues

Customers may experience a range of problems related to their vehicle's connected services. These can include, but are not limited to, TBM malfunctions, radio generic malfunctions, and bluetooth issues. If you own a 2022 Jeep Wrangler and are noticing these types of problems, it falls under the scope of this TSB.

Underlying Causes

The root cause of these connected services issues can stem from either the on-board connected service devices within the vehicle or problems with the off-board server data configuration. The dealer's diagnostic process aims to distinguish between these two possibilities.

Important Warnings for Owners

When submitting a customer care request, it is crucial to ensure that the email address used matches the one associated with your connected services subscription. Additionally, if you are asked to provide details about the problem, it is MANDATORY to add screenshots of the problem to assist with diagnosis and resolution.

Dealer Assistance Flow for Connected Services

This TSB outlines a structured approach for dealer technicians to manage customer complaints regarding connected services. The process involves several steps:

1. Identify On-Board Issues: The technician first determines if the complaint points to a defective component installed on the vehicle, such as TBM malfunctions, radio, or bluetooth issues. If an on-board issue is confirmed, the dealer will repair it. For complex cases, a DID-A 'vehicle' ticket may be opened on PAMIR for advanced technical assistance.
2. Identify Off-Board Issues: If the problem is not vehicle-specific but rather relates to the customer's mobile app or off-board server data configuration, the customer will be directed to contact Customer Care. The dealer will guide the customer on how to open a request via the web portal.
3. Address Assistance Complaints: If the customer's complaint is about the assistance they previously received for a connected service problem, the dealer is instructed to manage and analyze the complaint carefully. If unable to resolve, they may open a DID-A 'vehicle' ticket on PAMIR, referencing iSolve item 39384 for guidance.

How to Open a Customer Care Request

If your 2021-2024 Jeep, including your 2022 Jeep Wrangler, is experiencing connected services issues that are identified as off-board, you will need to open a customer care request through the web portal. Here's a summary of the steps:

1. Access the Portal: Go to the appropriate brand-specific link, such as https://myuconnect.jeep.com/.
2. Select Region: Choose your continent and country from the options provided on the website.
3. Navigate to Contact Us: Look for a