Telematic box

[Rodders123]

I have a C5 Aircross hybrid 1.5 2025, purchased in Feb 2025, tomtom working fine until October, then disappeared, contacted Citroen help desk to be told they had checked and found that my Car's Telematic Box was fitted knowing, due to chip shortage it would need a software update to work properly and that I would have to wait until a solution was found.
I was not informed about this problem when I purchased the car, and the seller was aware of it, as I have received a letter from Citroën confirming their knowledge of the fault. Has anyone else had this problem?

[mickthemaverick]

That sounds very frustrating, but sadly not surprising these days. Good luck with getting it sorted.

[wurlycorner]

Sorry to read of that - that's appalling.
I'm slightly confused though - did you buy it new from a Citroen Dealer, or did you buy it second hand?

[Richard_C]

I think I was lucky to dodge that issue, my C4 (March 25) has had no problems so maybe different factory and supply chain. I mostly use google maps/android auto and find it more reliable than Tom Tom. It's not just a Citroen problem, other Stellantis brands suffer and this Vauxhall thread is worth a read:

https://www.speakev.com/threads/cars-wi ... ps.188778/

If no-one here has a similar car or experience of a similar problem you might find more on Peugeot, Vauxhall etc. forums. Seems like its being fixed, but slowly.

One thing you might try if you havn't already is see if there is an update waiting to be installed - via the touchscreen menu probably: settings - system - updates.

Other than that, make a fuss via the dealer and citroen support. If it's Feb 25 delivery then likely its due its first service soon so complain then as well.

[Rodders123]

Purchased new in February from the main Citroen dealer

[wurlycorner]

That's beyond appalling that a vehicle was supplied new with a known fault (but also not even advised at the time) and nearly a year on, a system doesn't work as described and no date for rectification. I'd straight up reject the vehicle for something like that and get a refund - but unfortunately you're well outside the window to reject the car back to them under Consumer Goods Act.

Depends how far you want to go with this and how the vehicle was purchased - maybe you have legal protection on your car insurance that could assist, or if you bought on private finance, the finance company would do similar.

[Richard_C]

Assuming it will be in for it's first service in the next few weeks, tell them when you book it , or now if it's already booked, that you want it back updated and fully working.

They may bluster and say they can't do anything about it, at which point you escalate to the dealer principal and Citroen UK. "Be a nuisance" with regular phone calls and emails copied to all parties until they realise that it's more bother to ignore you than it is to fix it. If they say it's unfixable you might still be able to reject it by arguing that they have not kept their promise and only now is it clear that it's defective.

Reading the Vauxhall thread I linked to, it implies that you get put on a list and the update arrives, but maybe your version of the Air cross doesn't do over the air updates so it needs to be done at service.

If it is OTA Did you check if you have an update waiting?

[Rodders123]

Thanks for all your advice ...I have contacted Citroen and informed them that my Garage refused to replace the box when I took it in to be sorted. Citroen told me to take it back and insist they replace the box and update the software as per their instructions; if they don't, they will take it up with the garage. going in for first Service soon, and they say they WILL sort it out (I hope). Watch this space!!!!

[wurlycorner]

Lets hope they do - look forward to hearing how you get on!

[Richard_C]

Yes, please let us know how you get on.

Years ago I had a couple of SAABs, and if anything went wrong the dealers were impressively good - in fact I chose the second (company cars back in the day and I had a very wide choice) simply because of the excellence of the local dealer. Stellantis/Citroen seem to have taken the opposite approach, dealer numbers are in decline and you hear far more bad tales than good. In your case the dealer seems to have made a big contribution to your justified dis-satisfaction.

[RM623]

I have the same problem 2025 C5 Aircross Max Vertu Service diagnosed the telematics box and today have changed it out. They just phoned me to say they cant give me the car back today as its now SOS dialing out whenever they turn it on. They have booked a call with Citroen Technical to resolve but this could take 24-48 hours. Brilliant.

[Richard_C]

Presumably your car is still under warranty so hopefully it's not costing you, loan car provided ?, seriously annoying though and almost textbook example of how to make sure your customer never buys another Citroen which is a pity - good cars let down by some shoddy customer care. Do you think this latest problem is a "Citroen mess up" or a "dealer mess up"?

I see you are in Essex so is this Vertu Harlow? My C4 was supplied by them, not sure I will go there for service.

[Rodders123]

The car is now back in the garage. They have reported that with the help of Citroen UK, they have been unable to rectify the problem; they have now passed it on to the French technical team. The wait goes on!!!

[wurlycorner]

Sorry to hear the woe continues...

[Richard_C]

with the help of Citroen UK,

My experience of Citroen UK is that they can recite what's in their book of standard responses (standard excuses) but actual technical help is somewhat mythical. Maybe it's good news that technical support is coming from France.

Have they provided a "courtesy car" while they sort out a problem that they caused? In an ideal world someone in your position would be loaned the dealer principal's car and they would have to walk or cycle everywhere until it was all fixed properly: a real incentive.

Let us know what happens.