Aftersales Retailer Support
Telematics Control Unit
Retailer Service Action
Reference: PC454
Date: June 29, 2016
Attention: Retailer Principal, Sales, Parts and Service Managers
UPDATE June 29, 2016
The announcement has been revised to clarify this activity is not an
official stop sale.
 Retailers may sell vehicles that have not been upgraded.
o Please refer to additional Q&A supplied in this document
 Please discard earlier versions of this bulletin.

Affected
Models/Years:
2014-15 & some 2016
Q70, QX60, & QX80

Affected
Population:

Retailer
Inventory:

SERVICE COMM
Activation date:

NA

7,095

June 28, 2016

*****Retailer Announcement*****
On February 26th, Infiniti announced that it was sending a reminder notification to clients
affected by AT&T’s planned discontinuation of the 2G cellular network. In late summer 2016,
Infiniti plans to provide further information to affected clients regarding options to have
their telematics units updated.
At this time, Infiniti is conducting a retailer inventory service action on affected units in
retailer inventory to replace the 2G-compatible telematics control unit with a telematics
control unit designed to connect to the AT&T 3G cellular network. The affected vehicles are
either currently in retailer inventory or assigned and in transit to the retailer. Infiniti
requests these vehicles be updated prior to sale to enable clients to access available Infiniti
Connection™ features, including Automatic Collision Notification and Emergency Calling.
There are approximately 142 Q50 vehicles in retailer inventory that are equipped with
telematics control units designed to connect to the 2G cellular network. However, the
hardware upgrade service procedure is not available at this time. Please do not take any
action at this time on Q50 vehicles that are equipped with a 2G-compatible telematics
control unit. Further instructions will be provided at a later date for the TCU Upgrade on
affected Q50 vehicles. Infiniti expects this communication to occur in late summer 2016.
IMPORTANT: Retailers are requested to install a 3G-compatible Telematics Control
Unit in vehicles affected by this service action prior to retail to ensure client
satisfaction.

PC454 | Revision 1

*****What Retailers Should Do*****
PLEASE FOLLOW THE ATTACHED SERVICE PROCEDURE INSTRUCTIONS:
1. Verify if vehicles currently in retailer inventory are affected by this inventory service
action using Service Comm I.D. PC454.
2. Use the attached procedures to replace and activate the Telematics Control Unit for
vehicles identified in Service Comm. Part number (283B0-3JA5A) was automatically
sent to each retailer beginning June 24, 2016. Retailers should use these parts to
complete the inventory service action.
3. The service department should submit the applicable warranty claim for the action
performed so it can be closed on Service Comm.
***** Retailer Responsibility *****
It is the retailer’s responsibility to check Service Comm using the appropriate campaign I.D
for the service action status on each affected vehicle currently in inventory.

Frequently Asked Questions (FAQ):

Q.

Is this a stop sale?

A.

No. Infiniti requested retailers to upgrade the Telematics Control Unit on vehicles
identified by PC454 to ensure clients were able to access their complimentary trial
for Infiniti Connection™. Affected vehicles may be sold without the TCU upgrade, but
retailers should request clients purchasing the vehicle to return to the retailer at
their convenience to have the TCU upgraded at no cost. This will enable clients to
experience all the features available with the Infiniti Connection™ service, including
Automatic Collision Notification and Emergency Calling.

Q.

Will there be a campaign for vehicles that have already been retailed?

A.

Additional information regarding options for retail clients will be the subject of a
future announcement. Infiniti will communicate this information as soon as hardware
is readily available.
Infiniti will contact affected clients directly; clients may contact Infiniti Owner
Services at 855-444-7244 to verify if their vehicle is affected by this issue.


The following models equipped with navigation have 2G-compatible TCUs:
 2013 Infiniti M37/M56, JX35 and QX56
 2014-15 Infiniti Q50
 2014-15 and some 2016 Infiniti Q70, QX60 and QX80
PC454 | Revision 1

Q.

Why are Q50 vehicles currently in retailer inventory being excluded from
this retailer service action?

A.

The parts currently available are not fully compatible with the vehicle’s Infiniti
InTouch™ System. Infiniti will activate the retailer inventory action for affected Q50
vehicles when appropriate parts are available to provide the best experience for our
clients. Infiniti expects this communication to occur in late summer 2016.

Q.

Are Infiniti Courtesy Vehicles eligible for this activity?

A:

Infiniti Courtesy Vehicles are retailed vehicles and will be addressed as part of a
future announcement. Infiniti will communicate this information as soon as hardware
is readily available. If a courtesy vehicle was recently activated and is identified in
Service Comm with I.D. PC454, retailers may complete this procedure.

Q.

AT&T has announced plans to discontinue its 2G cellular network coverage
on December 31, 2016. How does this affect an Infiniti client’s access to
Infiniti Connection™?

A:

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 December 31, 2016.
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 discontinuing 2G network coverage. Also, AT&T will
not accept new enrollments on the 2G network after June 30, 2016. If an affected
vehicle has not had a hardware upgrade and was not enrolled in Infiniti Connection™
before June 30, 2016, then it will not have access to the available Infiniti
Connection™ features, including Emergency Calling and Automatic Collision
Notification, until the upgraded hardware is installed.

Q:

What is 2G cellular network access?

A:

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

Q:

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

A:

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

Q.

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

A.

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

PC454 | Revision 1

and is expected to continue for years to come. However, Infiniti has no control over
availability of any cellular network.
Q:

How much will the replacement TCU cost?

A:

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

Q:

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

A:

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.

Q:

What happens if I do not replace the TCU?

A:

Once the 2G cellular network is discontinued, the TCU will no longer be able to
access the Infiniti Connection™ features, including Emergency Calling and Automatic
Collision Notification, without a hardware upgrade. New vehicles sold after June 30,
2016 will not be able to be enrolled in the complimentary trial for Infiniti
Connection™ until the hardware has been upgraded to be compatible with the 3G
cellular network.

Q:

A client has a 2G-equipped Infiniti and is enrolled in Infiniti Connection™.
Will they have to pay for a replacement TCU?

A:

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. Additional details will be
provided to clients once parts are readily available.

Q:

A client has a 2G-equipped Infiniti but is not enrolled in Infiniti
Connection™. Will I have to pay for the replacement TCU?

A:

For Infiniti clients choosing to subscribe to Infiniti Connection™, Infiniti plans to offer
support to those clients wishing to upgrade the TCU hardware. Additional details will
be provided to clients once parts are readily available.

PC454 | Revision 1

Q:

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

A:

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
clients beginning in late summer 2016.

Q:

Will the SOS button in the vehicle still work?

A:

If an owner of an affected vehicle is not enrolled in an Infiniti Connection™ service
trial or subscription prior to June 30, 2016, then the SOS button in the vehicle will
not work and will be unable to function until the TCU has been upgraded.

Q:

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

A:

No. If your vehicle is equipped with an Infiniti Navigation system, the navigation
system is unaffected by the discontinuation of AT&T's 2G cellular network.

PC454 | Revision 1

PC454 – Q70 Telematics Control Unit Replacement

IMPORTANT: Those steps in RED below, under Campaign Overview, MUST be performed in
the order listed for the new TCU to operate correctly.
Campaign Overview:

1. Turn OFF the original TCU using CONSULT-III plus (C-III plus) (page 3).

2. Save the VIN DATA using C-III plus (page 8).

3. Remove the original TCU from the vehicle (page 9).

4. Deactivate (unregister) the original TCU by calling INFINITI CONNECTION™ Call Center (page 10).

5. Activate (register) the replacement TCU by calling INFINITI CONNECTION™ Call Center (page 10).

6. Install the replacement TCU in the vehicle (page 11).

7. Turn ON the replacement TCU using C-III plus (page 11).

8. Write the VIN DATA using C-III plus (page 11).

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SERVICE PROCEDURE

Turn OFF the TCU

1. Connect the C-III plus VI to the vehicle.

2. Set the parking brake.

3. Turn the Ignition ON, but do not start the vehicle.

4. Launch C-III plus on the CONSULT PC.

5. Select Diagnosis (One System).

Step
5

Figure 1

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ITB16-XXX

6. Select TELEMATICS on page 2 of the “All systems” list.

Step
6

Figure 2

7. Select Work support.

Step
7

Figure 3

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ITB16-XXX

8. Select TCU ACTIVATE SETTING.

9. Select Start.

Step
8

Step
9

Figure 4

10. Select Start.

Step
10

Figure 5

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ITB16-XXX

11. Select Off to turn OFF the TCU.

12. Select End.

Step
11

Step
12

Figure 6

13. Select Start.

Step
13

Figure 7

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ITB16-XXX

14. Select Start.

Step
14

Figure 8

15. Confirm “Off” is displayed in the Current status field.

Step
15

Figure 9

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ITB16-XXX

Save VIN Data

1. Select SAVE VIN DATA.

2. Select Start.

Step
1

Step
2

Figure 10

3. Select Start.

Step
3

Figure 11

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ITB16-XXX

4. Select End.

Step
4

Figure 12

Remove the TCU from the Vehicle.
•

Refer to the Electronic Service Manual (ESM), section AV – Audio, Visual & Navigation System for
removal information.

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ITB16-XXX

Deactivate the Old TCU and then Activate the new TCU
IMPORTANT: Steps 1 and 2 below must be performed AFTER the original TCU is removed from the
vehicle and BEFORE the replacement TCU is installed.
1. Collect and have ready the following information:
VIN.
International Mobile Equipment Identity Number (IMEI) of the original TCU. This
number is located on the TCU.
IMEI Number of the replacement TCU. This number is located on the TCU.
Serial Number of the replacement TCU. This number is located on the TCU.

LABEL ON TCU

Figure 13
2. Call the INFINITI CONNECTION™ Call Center at 1-800-334-7858, press “4” and listen for additional
applicable INFINITI retailer prompts. (Hours of operation are listed at the bottom of the page.)
NOTE: The phone number shown above is for TCU activation and deactivation ONLY. The Support Center
agent is unable to assist with matters unrelated to TCU activation and deactivation.
During this call:
• You will be asked for your name, dealership name, and all of the information collected in step 1.
• The Support Center agent will deactivate the original TCU and activate the replacement TCU.
IMPORTANT: Step 2 MUST be performed to activate the replacement TCU. If it is not performed the TCU will
not be able to communicate with the Infiniti Connection Global Data Center.
Infiniti Connection Call Center – Hours of Operation (Central Time Zone)
Monday – Friday: 7AM – 10PM

Saturday: 8AM – 5PM

Special Holiday Hours:
Closed Thanksgiving, Christmas, and New Years Day
Christmas Eve: 7AM – 7PM
New Years Eve: 7AM – 7PM

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ITB16-XXX

Install Replacement TCU
•

Refer to the ESM, section AV – Audio, Visual & Navigation System for installation information.

Turn TCU ON
•

Perform steps 1-15 of Turn OFF the TCU procedure, starting on page 3, to turn the TCU ON and then
confirm the Current status field shows “On”.

Write VIN Data
1. Select WRITE VIN (SAVED DATA).