AT&T has announced plans to discontinue its 2G cellular network coverage on December 31, 2016. How does this affect my access to Infiniti Connection™?

Like all cellular-equipped devices designed to connect to a cellular network on the 2G access band, Infiniti models with a 2G-compatible telematics control unit (TCU) will be unable to use or receive services from that device after 12/31/16. Without an upgrade to the TCU, Infiniti Connection features will not be available after that time and may be impacted prior to that date depending upon AT&T’s proprietary decisions regarding shutting down their 2G network coverage. Also, AT&T will not accept new enrollments on the 2G network after June 30, 2016 (see below "Why must I enroll in the Infiniti Connection trial before June 30, 2016?").

What is 2G cellular network access?

2G means “Second Generation” and refers to digital cellular telephone technology; it is the name of a specific network that mobile telephone equipment uses to provide connectivity.

Which vehicles are impacted by this issue? How do I know if this issue affects me?

a. Infiniti will contact affected clients directly; clients may contact Infiniti Owner Services at 855-444-7244 to verify if their vehicle is impacted. If you have a vehicle that has navigation and is one of the models listedbelow, your vehicle has a 2G-compatible TCU. 

b. The following models are equipped with 2G-compatible TCUs:

  • Infiniti Q50: Model year 2014-2015 vehicles
  • Infiniti Q70, QX60 and QX80: Model years 2014-2015, as well as some model 2016 vehicles
  • Infiniti M37/M56, JX35 and QX56: Model year 2013 vehicles

When can I get a replacement Telematics Control Unit (TCU)?

Infiniti will communicate with affected clients with additional information regarding options for upgrading the TCU hardware in their vehicles once the hardware is readily available.

How much will the replacement TCU cost?

Pricing of the replacement TCU is not yet available. Infiniti plans to communicate the options for equipment upgrades for affected customers wishing to renew or subscribe to the Infiniti Connection telematics program once the hardware is readily available.

Why must I enroll in the Infiniti Connection trial before June 30, 2016?

AT&T will not accept new enrollments on the 2G network after June 30, 2016. If a vehicle with 2G equipment is purchased prior to June 30, 2016, they should be enrolled in Infiniti Connection on or prior to that date to help ensure the enrollment is able to be processed.

What happens if I do not replace the TCU?

Once AT&T discontinues the 2G cellular network, no 2G-compatible TCU will be able to access the Infiniti Connection features, including Emergency Calling and Automatic Collision Notification, without a hardware upgrade (enrollment in Infiniti Connection will also be required).

I have a pre-MY15 Infiniti and am enrolled in Infiniti Connection. Will I have to pay for a replacement TCU?

The discontinuation of the 2G cellular network is outside of Infiniti’s control and the Infiniti Connection subscription agreement makes clear that clients are responsible for any hardware upgrades due to changes in telecommunication systems. However, Infiniti plans to offer support to affected clients with vehicles equipped with 2G-compatible TCU hardware and who are renewing or subscribing to Infiniti Connection. Clients with vehicles equipped with 2G-compatible TCU hardware will be asked to contribute to the cost of the hardware upgrade.

I have a MY15/16 Infiniti but am not enrolled in Infiniti Connection. Will I have to pay for the replacement TCU?

If MY15-MY16 affected clients choose to subscribe to Infiniti Connection, Infiniti plans to offer support to those clients with a 2G equipped vehicle wishing to upgrade the TCU hardware. Further information will be sent directly to affected owners starting later this Summer.

How soon can we expect more information regarding pricing and hardware availability?

Parts availability, pricing and other details are in the process of being finalized and we expect to be able to provide additional information in a notification to affected customers beginning in late summer 2016.

Will the SOS button in the vehicle still work?

If an owner of an affected vehicle is enrolled in an Infiniti Connection service trial or subscription on or before June 30, 2016, the SOS button in the vehicle will not work after December 31, 2016 and will be unable to function until the TCU has been upgraded and owner is enrolled in Infiniti Connection. Also, if an affected vehicle is not enrolled in Infiniti Connection on or before June 30, 2016, the SOS button will not function unless the TCU has been upgraded and owner is enrolled in Infiniti Connection. (Note: Functionality depends upon connection to a compatible cellular network, and compatible cellular network connectivity is not available in all areas at all times.)

Will the new TCU hardware work with the 4G cellular network?

The new TCU hardware is designed to connect to the current AT&T 3G cellular network.

Why is Infiniti using 3G technology rather than 4G?

Infiniti has studied how to integrate newer technology into your vehicle and developed solutions aimed at delivering a hardware update option with the least inconvenience to clients. The 3G network is supported throughout the U.S. by AT&T and is expected to continue for years to come, however, Infiniti has no control over availability of any cellular network.

I received an email or letter from Infiniti about AT&T's announced plans to discontinue its 2G cellular network coverage, but my vehicle does not have a TCU?

Infiniti has learned that some clients may have received notification about the change in AT&T's cellular network in error. Only clients with a vehicle equipped with a Telematics Control Unit (TCU) designed to be compatible with the 2G cellular network are impacted by this change. If you have a vehicle that has navigation and is one of the models listed below, your vehicle has a 2G TCU. Clients may also contact Infiniti Owner Services at 855-444-7244 to verify if their vehicle is impacted.

  • Infiniti Q50: Model year 2014-2015 vehicles 
  • Infiniti Q70, QX60 and QX80: Model years 2014-2015, as well as some model 2016 vehicles
  • Infiniti M37/M56, JX35 and QX56: Model year 2013 vehicles

If I currently lease my vehicle, am I required to upgrade the TCU hardware before I turn in the lease and would there be any additional charges incurred at the end of the lease by not upgrading the TCU hardware?

This is a voluntary action. Infiniti aims to help support those clients interested in continuing the use of Infiniti Connection telematics program. No client is required to upgrade their TCU. As such there would be no additional charge if the lessee elects not to upgrade the hardware.

Will a loaner vehicle be provided while the retailer is servicing the vehicle to upgrade the TCU hardware?

Alternate transportation may be provided under Infiniti’s Courtesy Vehicle Program while your vehicle is being serviced. This is subject to vehicle availability. Check with an Authorized Infiniti Retailer for availability and further details.

How long will the upgrade take?

The time required to upgrade the TCU varies depending on the model. It may take a few hours; you can confirm the expected time with your Infiniti retailer prior to the upgrade.

What happens if I purchase an Infiniti vehicle after June 30, 2016 that has a 2G-compatible TCU?

If you purchase a new Infiniti vehicle after June 30, 2016 that is equipped with hardware designed to work on the 2G cellular network, then you will not have access to the Infiniti Connection features unless the hardware is upgraded (enrollment in Infiniti Connection is also required).

Will my vehicle's navigation system feature be affected by the discontinuation of the 2G cellular network?

If your vehicle is equipped with an Infiniti Navigation system, the navigation system should be unaffected by the discontinuation of AT&T's 2G cellular network.

What is Infiniti Connection™?

Infiniti Connection™ is an innovative connected car solution that combines security, service and infotainment into a complete package.

How does Infiniti Connection™ work?

Infiniti Connection™ uses a telematics control unit that is embedded in the vehicle, connecting to the cellular network to access the suite of services.

How many features are part of the Infiniti Connection™ offering?

Infiniti Connection™ offers two service packages (Infiniti Connection™ and Infiniti Connection™ Plus) with over 15 unique features. For an up to date listing of features, please visit System Details.

What services are included in the Infiniti Connection™ service package?

The Infiniti Connection™ service package contains the following services:

  • Automatic Crash Notification 
  • Emergency Call
  • Enhanced Roadside Assistance
  • Report Stolen Vehicle
  • Remote Door Lock
  • Remote Door Unlock
  • Alarm Notification
  • Maintenance Alert
  • My Schedule

What services are included in the Infiniti Connection™ Plus service package?

The Infiniti Connection™ Plus service package contains the following services:

  • Destination Assistance
  • Destination Send-to-Vehicle
  • Drive Zone
  • Max Speed Alert
  • In Vehicle Connection to Infiniti Personal Assistant®
  • Valet Alert

Is there a complimentary trial of Infiniti Connection™?

Yes, a 6-month complimentary trial of Infiniti Connection™ and Infiniti Connection™ Plus is offered with the purchase of a telematics-equipped Infiniti vehicle. The trial period begins on the vehicle purchase date.

Is a credit card required for the complimentary trial of Infiniti Connection™?

No, the trial subscription for both service packages is free.

Is there a limit to the number of times I can contact Infiniti Connection™?

You can contact Infiniti Connection™ as often as you like. It is available 24 hours a day, 7 days a week, and 365 days a year. You can access Infiniti Connection™ in the car, from any computer, or on your Infiniti Connection™ smartphone app.

Where is Infiniti Connection™ available?

Infiniti Connection™ is available in all 50 states for US subscribers and in all provinces for Canadian subscribers. Infiniti Connection™ services are dependent upon the telematics device being in an operative condition, compatible wireless network availability, navigation map data, and GPS satellite signal reception, the absence of which can limit the ability to reach either Infiniti Connection™ Customer care or receive support. Terms and conditions of the Infiniti Connection™ Subscription Agreement apply.

Can I upgrade my current vehicle so that I can use Infiniti Connection™?

You must purchase a vehicle originally equipped with Infiniti Connection™ in order to use the services.

Do I need my cell phone in order to use Infiniti Connection™ Features?

You will be able to use Infiniti Connection™ features without the need to have your cell phone in the car. However, the Infiniti Connection™ App on your smartphone allows you to access convenient remote services from outside of your vehicle.

Is there an Infiniti Connection™ Mobile App?

Yes. Search ‘”Infiniti Connection” on your device’s app store to get the app, or to ensure that you have the latest version available.

If another member of my family uses the vehicle, can they access Infiniti Connection™?

A second driver can use most Infiniti Connection™ services. However, that person cannot subscribe, purchase, or renew Telematics services. The primary owner can set up "Additional Drivers" in their Infiniti Connection™ account through the Infiniti Owner Portal.

What do I do if I lose my Infiniti Connection™ PIN?

If you lose your Infiniti Connection™ PIN, please contact the Infiniti Connection™ Response Center at 1-800-334-7858. Your Infiniti Connection™ PIN will be provided after a series of security questions.

How do I renew my Infiniti Connection™ subscription?

You can renew your Infiniti Connection™ subscription through the Owner Portal at any point to prevent a lapse in service.

Can I automatically renew my Infiniti Connection™ subscription?

Yes. After your first renewal, you will be able to configure your payment as automatic. You will be notified prior to each automatic payment, where you'll have the opportunity to cancel if needed.