Embedded Modem Replacement (FSA 15N04)

[tgara]

I was updating my profile at owner.lincoln.com and noticed this new recall notice.  It was on the MyLincoln Mobile app on my phone too.

 

 

• FSA Title: EMBEDDED MODEM REPLACEMENT 
• Field Service Action Number: 15N04

From what I've researched, this is a replacement of the 2G modems to an updated model, hopefully 4G.  

 

Anyone with a modem-embedded car have this service yet?

Edited February 8, 2016 by tgara

[Robert Iggy Cerami]

Also got the notice... I have a service due next week and will have them update the modem..I hope it is an easy swap and that they do not have to dismantle to much in order to get to the modem.... dose anyone know were it is located ?

[tgara]

I brought my car in for its 7500 mile service today, and asked about the Modem Replacement (FSA 15N04).  Not surprisingly, the (young female) Service Advisor was clueless about it.  Anyway, they had to order the part and will call me for installation when it arrives.

 

While I was sitting with the Service Advisor, she pulled up my service records and the modem replacement issue was flagged in yellow.  There was also some dealer correspondence about it, a "Customer Satisfaction letter", and I asked her if she could print it for me.  She did, and I've attached it here.  It provides some additional info about the replacement and why it is being done.  The short version is that the cellular network that the modems operate on (2G networks most likely) is being phased out.  In order to have the telematics system in the car continue to function, a new modem must be installed that operates on the current networks.  

 

One small thing that came up during my visit was that at the end, the SA told me that the Service Techs will only replace the modem if the customer is having issues, and that if the customer is asked and states that they are not having issues, they will not replace the modem.  I called BS right then and there.  I flat-out told her the Service Tech that told her this is either lying or lazy, or both.  The service records on my car is flagging an FSA in bright yellow on the screen, straight from Ford.  No where in the documentation does it say to replace the modem only if the customer asks and is having issues.  I told her that per the FSA, I wanted the modem replaced, period.  She eventually backed down and ordered the part, but this really pissed me off.  It wasn't her fault, she was somewhat new and was only repeating what the (fat lying lazy greaseball) service tech told her.  So don't let this happen to you.  Stand your ground and insist that the modem be replaced.  Lie if you have to, but be aware of this and don't take No for an answer.

 

Edit:  Bob, regarding your question of the location of the unit, I'm told its in the passenger side kick panel in the footwell.  If true, this should be an easy job.

FSA 15N04.pdf

Edited February 19, 2016 by tgara

[Robert Iggy Cerami]

Thank you Tgara.. for the update.. I should be going in for my service next week I will call  my Service Tech a few days ahead and see what he says about the modem in case they have to order it as well... I don't understand  why your dealer was giving you a hard time about.. Dose Ford not reimburse the dealership for any FSA's..

[tgara]

Thank you Tgara.. for the update.. I should be going in for my service next week I will call  my Service Tech a few days ahead and see what he says about the modem in case they have to order it as well... I don't understand  why your dealer was giving you a hard time about.. Dose Ford not reimburse the dealership for any FSA's..

 

As stated in the paper I posted, yes, Ford does reimburse the dealership for this service.

 

I think it was just a case of bad information provided to a newbie SA from a lazy tech.  The same lazy tech didn't bother to reset my oil service life indicator, too.  

 

As I told the SA, everything will be fine if you do it my way.  I'm a fair guy and not unreasonable, but the older I get, the less BS I put up with.  This was pure BS as the paper shows.

Edited February 19, 2016 by tgara

[tgara]

UPDATE:  I had the upgraded modem installed in my car today.  It appears to be working well so far.

 

I dropped off my car at my dealership at about 8 AM.  The SA was a different person than the girl I had last week.  Talk about clueless, this gal wasn’t even aware that there was a Lincoln app, much less the connectivity features of the car.  I explained to her why Lincoln was doing this upgrade and she seemed to understand.  The Service Manager (also clueless but a bit less so than the SA) actually brought the new modem in for me to see.  Picture of it is below.

 

One of the lot boyz drove me to my office and I waited for the work to be done.  I was monitoring my iPhone 6S and the Lincoln Mobile App during the repair.  About 2 hours in, the app could not make a connection and was timing out.  I surmised that this was due to the old modem being removed during the upgrade.  Then, at about noon, I checked the app again and it said Verifying or words to that effect.  I checked the Status panel and it was active, and included an Oil Life indicator (had not seen that before!).  At about 2 PM there was a message on the App saying it had verified my car and was ready for use.  Yay!

 

I returned to the dealership and tested the new modem before leaving.  I tried a remote start from my iPhone, and the car started up in about 15 seconds.  Engine shut-down took about 5 seconds.  This is MUCH faster than the previous modem which would have taken 45-60 seconds for the same task.  Locking the car takes about 5 seconds.  Updates take only about 15 seconds.  The new speed is great, and worthwhile if you have a car with the embedded modem.

 

The new modem is identified as CPPM ESN T57R0081.  To see this, on the touchscreen, touch the sprocket at the bottom, then touch Help, then System Information, and go to the second page.  I think it’s the last item.

 

And, as luck would have it, just today I received the official letter from Lincoln advising me of the upgrade.  Better late than never, I guess.

Edited February 25, 2016 by tgara

[jdbob]

I looked up the FCC ID from the picture that tgara posted and found a bunch of documents. Fastest cell mode is HSPA which is considered "enhanced 3G". The TCU connects to the rest of the car using CAN bus at a maximum rate of 0.5Mbps so 4G wouldn't add any speed.

 

[tuminatr]

UMTS is technically a 4g tech, if the old modem was only 2g this should be much faster. sounds like the can bus is the bottle neck however

Edited May 10, 2016 by tuminatr

[tgara]

ICYMI, the Lincoln Mobile App was updated yesterday (at least for iPhones).  The update includes repositioning of the remote start controls to the front of the app, and if you touch the Lincoln Star at the top of the home screen, a Lincoln Concierge connection page shows up.  More importantly, what I'm finding is that the map positioning is much more accurate.  The app actually shows my correct location now!  The app is also a lot faster, which is especially useful with the updated 4G modem I had installed recently.

[Myron D. Brown]

I brought my car in for its 7500 mile service today, and asked about the Modem Replacement (FSA 15N04).  Not surprisingly, the (young female) Service Advisor was clueless about it.  Anyway, they had to order the part and will call me for installation when it arrives.

 

While I was sitting with the Service Advisor, she pulled up my service records and the modem replacement issue was flagged in yellow.  There was also some dealer correspondence about it, a "Customer Satisfaction letter", and I asked her if she could print it for me.  She did, and I've attached it here.  It provides some additional info about the replacement and why it is being done.  The short version is that the cellular network that the modems operate on (2G networks most likely) is being phased out.  In order to have the telematics system in the car continue to function, a new modem must be installed that operates on the current networks.  

 

One small thing that came up during my visit was that at the end, the SA told me that the Service Techs will only replace the modem if the customer is having issues, and that if the customer is asked and states that they are not having issues, they will not replace the modem.  I called BS right then and there.  I flat-out told her the Service Tech that told her this is either lying or lazy, or both.  The service records on my car is flagging an FSA in bright yellow on the screen, straight from Ford.  No where in the documentation does it say to replace the modem only if the customer asks and is having issues.  I told her that per the FSA, I wanted the modem replaced, period.  She eventually backed down and ordered the part, but this really pissed me off.  It wasn't her fault, she was somewhat new and was only repeating what the (fat lying lazy greaseball) service tech told her.  So don't let this happen to you.  Stand your ground and insist that the modem be replaced.  Lie if you have to, but be aware of this and don't take No for an answer.

 

Edit:  Bob, regarding your question of the location of the unit, I'm told its in the passenger side kick panel in the footwell.  If true, this should be an easy job.

 

I'm wondering if this is the issue I'm having. I have a 2017 MKZ Hybrid, and the My Lincoln Mobile info hasn't updated since 11/5/2016. Also, it hasn't accepted any of my commands. I'm going to have them come pick it up this week and have it diagnosed and/or upgraded.

[tgara]

I'm wondering if this is the issue I'm having. I have a 2017 MKZ Hybrid, and the My Lincoln Mobile info hasn't updated since 11/5/2016. Also, it hasn't accepted any of my commands. I'm going to have them come pick it up this week and have it diagnosed and/or upgraded.

 

 

Myron,

 

I was having the same issue on my '15 MKZ.  The remote features of the MyLincolnMobile app were not working..... no remote lock, unlock, or start.  

 

It turns out, Lincoln has published an new app yesterday called The Lincoln Way app!  During the transition, they must have deactivated the remote features on the old app.  I deleted the MyLincolnMobile app and installed this new one, signed in, and all the remote features are working again!

 

http://www.lincoln.com/campaignlibs/content/lincoln/us/en_us/default/lincolnway/app.html

 

Hope this helps!

Edited November 15, 2016 by tgara

[Myron D. Brown]

Myron,

 

I was having the same issue on my '15 MKZ.  The remote features of the MyLincolnMobile app were not working..... no remote lock, unlock, or start.  

 

It turns out, Lincoln has published an new app yesterday called The Lincoln Way app!  During the transition, they must have deactivated the remote features on the old app.  I deleted the MyLincolnMobile app and installed this new one, signed in, and all the remote features are working again!

 

http://www.lincoln.com/campaignlibs/content/lincoln/us/en_us/default/lincolnway/app.html

 

Hope this helps!

 

I thought that might be the issue. My remote features all stopped working on 11/5. I updated to the new app yesterday and they still don't work. In fact, when I use the locator, the map still shows my car located at the gym where I was on that Saturday, 11/5. Any time I try to lock, unlock, or remote start, the operation times out. But I've already made a pickup/delivery arrangement. They're coming to work tomorrow to leave me a loaner and take mine back to have a look at the modem. Plus, the 2017 MKZs now have a recall, which just showed up yesterday (in the app), so I'm going to have them address that while they have the car in their possession.

[tgara]

I thought that might be the issue. My remote features all stopped working on 11/5. I updated to the new app yesterday and they still don't work. In fact, when I use the locator, the map still shows my car located at the gym where I was on that Saturday, 11/5. Any time I try to lock, unlock, or remote start, the operation times out. But I've already made a pickup/delivery arrangement. They're coming to work tomorrow to leave me a loaner and take mine back to have a look at the modem. Plus, the 2017 MKZs now have a recall, which just showed up yesterday (in the app), so I'm going to have them address that while they have the car in their possession.

Ok, well that sounds like a more extensive problem. I hope it all works out quickly and easily.

[Myron D. Brown]

Ok, well that sounds like a more extensive problem. I hope it all works out quickly and easily.

 

Seems like it did. They did something with the TCU in the modem...whatever that is. Upgrade? Reset? Heck...I don't really know. But they called me at work so I opened up the app and it appears it's working now. It shows my car in the correct location on the map (at the dealership). It shows the correct fuel level. I can lock/unlock and remote start/stop. It all worked. And they even set off an alarm to see if the app would notify me, which it did. And the recall was nothing serious...just a standard programming thing that happens with new cars. They're about to wash my baby and bring it back to me. :)

[NormB]

Hello,

I'm new to this forum, just bought a 2013 MKZ with loads of features (after leasing new vehicles all of my prefessional carreer, retirement is here!) however I don't seem to have an embedded modem to take advantage of the Lincoln app. Is it possible to buy/add a modem?

Thanks for your input.

 

Norm

[tgara]

Hello,

I'm new to this forum, just bought a 2013 MKZ with loads of features (after leasing new vehicles all of my prefessional carreer, retirement is here!) however I don't seem to have an embedded modem to take advantage of the Lincoln app. Is it possible to buy/add a modem?

Thanks for your input.

 

Norm

 

Welcome to the forum, Norm.

 

As a practical matter, I don't think it would be easy to add the modem.  It is a highly integrated piece of hardware with special wiring throughout the car, special antennas, sensors, etc.  If you really want it, you would probably be better off getting a 2015 model or later.  

[Maggie]

Hi All -- I'm new here.  I recently bought a 2016 MKZ Reserve in Ruby Red.  I am having problems with getting my car to authorize the Lincoln Way app with my phone, which is a Galaxy S8 on the Verizon network.  I text chatted with the Lincoln concierge who says that the modem just needs to be updated and reconnected. However, I'm pretty sure the dealer did this in November.  I am taking it to them this week, but if the modem is just not compatible with my phone model, then there's really no point . . . I don't see my phone model listed on the Lincoln site for compatibility, but wasn't sure if maybe it has not been updated? I also see in the replies in this forum somewhere that there was a replacement modem CPPM ESN T57R0081 that was mentioned on certain years/models.  But it didn't look like it pertained to the 2016 MKZs. Mine shows CPPM ESN T56J0105 -- does anyone know if that could then be the issue? Or are these numbers more like serial numbers and each is different?