subscription on their 2G equipped vehicle, the current subscription will be cancelled and a prorated refund will be sent to the owner after the new 3G compatible TCU upgrade is
completed.
Q:

Will the SOS button in the vehicle still work?

A:

If an owner of an affected vehicle enrolled in an Infiniti Connection service trial or subscription
prior to June 30, 2016, then the SOS button in the vehicle will work through the service trial
or subscription period as long as the vehicle’s telematics hardware is connected to the cellular
network. If an owner of an affected vehicle did not enroll in an Infiniti Connection™ service
trial or subscription prior to July 1, 2016, then the SOS button in the vehicle will not function
until the TCU is 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.

Q.

What will be the service department action?

A.

If an owner elects to upgrade to a 3G compatible TCU and agrees to pay the applicable copay, the retailer’s service department should install the 3G hardware using the procedure
accompanying this announcement (see instructions after FAQ).

Q.

How long will the upgrade take?

A.

The upgrade will typically take under two (2) hours to complete.

Q.

When will vehicle owners be notified?

A.

Infiniti began notifying owners of potentially affected vehicles in September, 2016 via U.S.
Mail. Affected Q50 owners were notified in November, 2016 via U.S. Mail. Owners may
contact Infiniti Owner Services at 855-444-7244 to verify if their vehicle is affected by this
issue.

Q.

Are parts readily available?

A.

Yes. Parts were automatically shipped to retailers and began arriving on September 6, 2016.
Q50 Owners were notified in November, 2016. Retailers can order parts as needed through
the normal process; parts are not restricted.

Q.

Will a courtesy vehicle be provided while the retailer is servicing the vehicle?

A.

Infiniti may provide a courtesy vehicle for the client to use while their vehicle is being serviced.
Courtesy vehicles are subject to availability and not guaranteed. Please check with your
retailer for availability and further details.
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Q.

Will I have to take my vehicle back to the selling retailer to have this service performed?

A.

No, any authorized Infiniti retailer is able to perform this service.
For Consumer Affairs: Please inform us of the retailer where you would like to have the
upgrade completed.

Q.

Does this issue affect any other Infiniti (or Nissan) models?

A.

Model year 2011-2015 Nissan LEAF vehicles are also affected.

Q.

I did not receive a letter. How can I tell if my vehicle is affected?

A.

Please provide your vehicle identification number (VIN) to the retailer so that the retailer can
check if your vehicle is included in this campaign. Clients may also contact Infiniti Owner
Services at 855-444-7244 to verify if their vehicle is affected by this issue.

Retailer Service Questions:
Q.

What does Sirius XM need in order to complete a TCU Swap?

A.

The retailer should have the original (old) IMEI number, VIN, and the new TCU IMEI number
available when calling to activate the new TCU. Retailers will also need to have the model,
model year, sales country (i.e. USA), and marketing color name of the vehicle available.

Q.

Does an owner need to do anything after the TCU is swapped?

A.

Owner instructions are provided after these FAQ and before the technician procedure.
Owners must follow these instructions to confirm their participation in the complimentary trial
for Infiniti Connection Plus telematics service. If possible, we recommend retailers assist
clients with completing this confirmation process. The instructions are on their own page, so
they can be printed for the client to take with them for completion at a later time. Infiniti
Connection Plus telematics service will not begin until the confirmation process has been
completed.

Q.

Is it possible to identify if a vehicle has a 2G or 3G TCU without removing the TCU?

A.

For the QX60, Q70, and QX80:
To identify if the vehicle has a 2G or a 3G TCU, complete the following steps on the head
unit. If the TCU ID begins with something other than 202**, it is a 3G TCU and does not
require an update.
1.
2.
3.
4.
5.
6.

Press the hard button labeled Setting/Info.
Press the “Others” soft button on the center display screen.
Press the “Infiniti Connection” soft button.
Press “Unit ID information”.
If TCUID starts with “ 2021-1” it is a 3G device.
If TCUID starts with “ 2021-0” it is a 2G device.
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For the Q50:
To identify if the vehicle has a 2G or a 3G TCU, complete the following steps on the head
unit:
1. Press the soft (on-screen) button labeled Setting.
2. Press the “>” soft button on the center display screen.
3. Press the “In-Touch Services” soft button on the center display screen.
4. Press “Unit ID information”.
5. If TCUID starts with “ 2021-1” it is a 3G device
6. If TCUID starts with “ 2021-0” it is a 2G device
Note: As indicated above, TCU IDs that begin with something other than 202** are 3G TCUs
and do not require an update.
Q.

What if the 2G or 3G TCU part is missing the IMEI (International Mobile Equipment Identity)
number that is used to identify the TCU?

A.

The IMEI number can be found on the label adhered to the TCU part. If this label is missing or
is not legible, you can use the SIM ID/ICCID instead. The SIM ID/ICCID is located on the
head unit “Unit ID” screen, you can locate this screen by following the steps in the question
above. You will need to locate this number prior to calling the SiriusXM agent to deactivate
the 2G TCU and activate the 3G TCU.
Retailers will also need to have the model, model year, sales country (i.e. USA), marketing
color name of the vehicle and VIN available.

Q.

Is there a matrix for which vehicles are equipped with TCUs?

A.
Model

TCU Type by Model Year
2013

2014

2015

2016

2017

Q50

N/A

2G

2G

3G

3G

Q60

N/A

N/A

N/A

N/A

3G

M/Q70

2G

2G

2G

2G/3G

3G

QX30

N/A

N/A

N/A

N/A

3G

JX35/QX60

2G

2G

2G

2G/3G

3G

QX56/QX80

2G

2G

2G

2G/3G

3G

Q.

Who can I call with Telematics system specific questions?

A.

Contact the Infiniti Connection / Infiniti InTouch Services call center @ 855-444-7244. The
call center is operational between 8AM-12AM EST Monday through Saturday.

Q.

Can the 283B0-3JA6A part number be used on all Infiniti models?

A.

No. The 283B0-3JA6A part number can only be used on:
 2013 Infiniti M37/M56, JX35 and QX56
 2014-2016 Infiniti Q70, QX60 and QX80
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Q.

Which part should be used on Q50 models?

A.

The 283B0-3JA7A part number can only be used.

Q.

May a retailer offer retailer paid goodwill to cover the cost of a client’s co-pay for this
upgrade?

A.

The retailer is responsible for collecting the copay from an owner electing to upgrade to a 3G
compatible TCU and may choose to not collect co-pays as service to their clients. Infiniti will
debit a retailers non-vehicle account for each claim submitted when a co-pay applies.

Q.

Will Infiniti cover an owner’s co-pay using factory goodwill?

A.

No. Factory goodwill will not cover a co-pay for owner’s electing to upgrade to a 3G
compatible TCU.

Login instructions for the Infiniti Owner portal are on the next
page.

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Infiniti Owner Portal Login and Infiniti Connection Subscription Confirmation
Instructions:
Owners must follow these instructions to confirm their participation in the complimentary trial for
Infiniti Connection Plus telematics service.
1.

Log onto the Infiniti Owner Portal, if not already enrolled, the client will need to create an
account and add their vehicle to their personal garage, then click on the Infiniti Connection
button.

2. The client will be directed to the Infiniti Connection web portal where they should click the
“Enroll Now” button.
3. The primary subscriber tab will open and be pre-populated if the client was previously enrolled
in Infiniti Connection, otherwise, the client will need to enter their information and click “Next”.
4. The Package Selection page will appear where the complimentary 12-month Infiniti
Connection Plus package information will be pre-populated. No credit card is required to
continue, but the client may elect to automatically renew after the complimentary subscription
by providing payment information, then click “Next”.
5. The client will be presented with their selection summary and asked to confirm the Terms &
Conditions of participation. This will complete the confirmation and services will be active.
6. If the client has not already done so, assist the client in downloading the Infiniti Connection
companion app from either the App Store or Google Play.
7.

For assistance with this process, you and your clients can contact Infiniti Owner Services at 1855-444-7244.

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