CAMPAIGN
BULLETIN

QUALITY ACTION

2G Telematics Hardware Replacement
Customer Satisfaction Initiative
Reference: PC449, PC450
Date: November 17, 2016
Attention: Dealer Principal, Sales, Service & Parts Managers
Affected
Models/Years:
2011-14 LEAF
2015 LEAF

Affected
Population:

Dealer
Inventory:

SERVICE COMM
Activation date:

Stop Sale
In Effect

NA

NA

November 16, 2016

NO

***** Customer Satisfaction Initiative Summary *****
On February 26, 2016 Nissan announced that it was sending a reminder notification to owners
affected by AT&T’s planned discontinuation of the 2G cellular network. At this time, Nissan is
beginning the process of making 3G compatible hardware available to owners of affected
vehicles as identified above. This upgrade may require an owner to make a co-payment in
order to receive the 3G hardware update. Please refer to the chart provided on page 2 to
determine if an owner co-pay is required. This customer satisfaction initiative will cover some
or all of the parts and labor cost required to upgrade the vehicle’s telematics hardware to be
3G compatible.
Note: Vehicle eligibility will be viewed on the second page of Service Comm. This activity is
not displayed on the main page of Service Comm because it is optional for customers to
participate.

PC449_PC450 | Original Document

***** What Dealers Should Do *****
1. Verify if vehicles are affected by this customer satisfaction initiative using Service Comm
I.D. PC449 and PC450, which can be found on the second page.
2. The PC449 and PC450 notice on page 2 of Service Comm is not VIN specific and does not
disappear after a vehicle has been upgraded. Service Advisors should verify if the vehicle is
still eligible for an upgrade before informing a customer.
NOTE: Vehicles without Navigation are ineligible as they are not equipped with TCUs.
Verify applicability using one of the following methods:
1. Check vehicle service history for previous repair (PC449 or PC450).
2. Check the TCU ID number on the vehicle information screen. If the TCU ID begins
with something other than 2012, it is a 3G TCU and does not require an update.
To identify if the vehicle has a 2G or a 3G TCU, complete the following steps on the
head unit:
3. Press the hard button labeled Menu.
4. Press the “CARWINGS” soft button on the center display screen.
5. Press the “CARWINGS Settings” soft button on the center display screen.
6. Select the down arrow on the center display screen.
7. Press “Unit ID information” soft button on the center display screen.
8. If TCUID starts with “2012-1” it is a 3G device.
9. If TCUID starts with “2012-0” it is a 2G device.
NOTE: As indicated above, TCU IDs that begin with something other than 2012 are 3G
TCUs and do not require an update.
3. If applicable, dealers should ensure customers are informed of the 3G upgrade option when
bringing their vehicle in for service and that customers understand a co-pay may be
involved.
4.

Dealers must obtain customer approval in advance of the upgrade being performed. If a
customer approves, update the vehicle using the procedure included with this
announcement.
MODEL

LEAF

MODEL YEAR
2011-2014
2015

CO-PAY AMOUNT
$199
$0

PNC
PC449
PC450



If a customer elects to have a 3G compatible Telematics Control Unit installed, the
dealer is responsible for collecting the co-pay from the customer



Upon completion of the installation of the 3G hardware, dealers will file a warranty
claim for the parts and labor
o Dealers will initially be paid for the full amount of the claim
o Nissan will subsequently debit the dealers Non Vehicle Account for the
amount of the co-pay they collected from the customer
o Dealers will be able to view debits on their monthly Dealer Claims Status
Reports

PC449_PC450 | Original Document

***** Release Schedule *****
Parts



Repair
Owner
Notification

There are three different part numbers required based on production
date
 12/1/2012 - 09/30/2015: use part number 283B0-3NF2A
 9/20/2011 – 11/30/2012: use part number 283B0-3NA2A
 11/1/2010 – 09/19/2011: use part number 283B0-3NA1A
 Parts are not restricted, please order as needed
 There is no TSB for this upgrade
 Use the procedure included with this announcement after the FAQ
Nissan will begin notifying owners of potentially affected vehicles the week
of November 28, 2016 via U.S. Mail.

***** Dealer’s Responsibility *****
It is the dealer’s responsibility to check SERVICE COMM using the appropriate Campaign
I.D. for the status on each vehicle falling within the range of this customer satisfaction
initiative which for any reason enters the service department. If a VIN subject to this
customer satisfaction activity was part of a dealer trade, the letter associated with that VIN
should be forwarded to the appropriate dealer for upgrade completion.
NISSAN NORTH AMERICA, INC.
Aftersales DIVISION

Frequently Asked Questions (FAQ):
Q.

What is the reason for this customer satisfaction activity?

A.

AT&T will discontinue its 2G cellular network coverage on December 31, 2016. Like
all cellular-equipped devices designed to connect to the 2G cellular network, Nissan
LEAF vehicles 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 (and enrollment), NissanConnect EV App 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 stopped accepting new enrollments on the 2G network on July 1, 2016. If an
affected vehicle has not had a hardware upgrade and was not enrolled in
NissanConnect EV before June 30, 2016, then it will not have access to the available
NissanConnect EV features, including Remote Climate Control and Driving History,
until the upgraded hardware has been installed.

Q:

What is 2G cellular network access?

A:

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

PC449_PC450 | Original Document

Q.

Which vehicles have 2G compatible TCUs?

A.

All model year 2011-2015 Nissan LEAF (SV and SL trims only) are equipped with a
2G TCU.

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 NissanConnect EV features, including Remote Charge Status Check,
Remote Climate Control and Driving History, without a hardware upgrade. For new
vehicles (MY2015 or older) sold after June 30, 2016, these vehicles will not be able
to be enrolled in NissanConnect EV until the hardware has been upgraded to be
compatible with the 3G cellular network.

Q:

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

A:

No. The new TCU hardware is designed to connect to the current AT&T 3G cellular
network technology.

Q.

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

A.

Nissan 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 owners. The 3G network is supported throughout the U.S. by AT&T.
However, Nissan has no control over availability of any cellular network.

Q:

How much will the replacement TCU cost?

A.

Owners of model years 2011-14 TCU-equipped LEAFs are asked to participate in the
cost of the parts and labor to upgrade the TCU. The customer co-pay amount varies
by model year and is listed in the chart below. Nissan will cover the balance of the
upgrade cost.
MODEL

LEAF

MODEL YEAR
2011-2014
2015

CO-PAY AMOUNT
$199
$0

PNC
PC449
PC450

Q:

A customer has a 2G-equipped Nissan LEAF and is enrolled in NissanConnect
EV already. Why do they have to pay for a replacement TCU (PC449)?

A:

The discontinuation of the 2G cellular network is outside of Nissan’s control. The
NissanConnect EV subscription agreement states that owners are responsible for any
hardware upgrades due to changes in telecommunication systems. However, Nissan
offers NissanConnect EV services free of charge, so it is the customer’s choice to
upgrade if they wish to continue accessing these free services.

PC449_PC450 | Original Document

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 a Nissan 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 co-pay, the dealer’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.

Nissan will begin notifying owners of potentially affected vehicles the week of
November 28, 2016 via U.S. Mail. Owners may contact Nissan Owner Services at
877-664-2738 to verify if their vehicle is affected by this issue.

Q.

Are parts readily available?

A.

Yes. Dealers can order parts as needed through the normal process; parts are not
restricted.

Q.

Will a loaner vehicle be provided while the dealer is servicing the vehicle?

A.

Please check with your dealer for alternate transportation availability and further
details.

Q.

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

A.

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

Q.

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

A.

Model year 2013-15 and select model year 2016 Infiniti M37, M56, JX35, QX56, Q50,
Q70, QX60 and QX80 vehicles are also affected.

PC449_PC450 | Original Document

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 dealer so that the
dealer can check if your vehicle is included in this campaign. Owners may also
contact Nissan Owner Services at 877-664-2738 to verify if their vehicle is affected
by this issue.

Dealer Service Questions:
Q.

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

A.

The dealer should have the original (old) IMEI number, VIN, and the new TCU IMEI
number available when calling to activate the new TCU. Dealers 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.

Yes, an owner will have to sign into NissanConnect EV in the vehicle once the new
TCU is installed if they do not want to provide their ID and password to the dealer.
If the owner has an existing NissanConnect EV account:
1. Press the Zero Emission button on the Multifunction Control Panel
2. Select CARWINGS and then CARWINGS Settings on the center display screen
3. Select Sign in on the center display screen and enter the user ID and password
 If your vehicle’s information screen is not pre-populated, the User ID and
Password can be obtained from your Nissan Owner Portal
(https://owners.nissanusa.com/nowners/)
 Under the Manage Vehicle tab, click the link to obtain your NissanConnect EV
PIN and Password
 Follow these instructions using the provided PIN and Password
If the owner does not have an existing NissanConnect EV account:
1.
2.
3.
4.

Create a Nissan Owner Portal account (https://owners.nissanusa.com/nowners/)
Add your contact information and VIN
Agree to the Terms & Conditions
Press the Confirm button to obtain the instructions for providing your User ID and
Password for the vehicle’s information screen
5. Download the NissanConnect EV companion app and log in using your Nissan
Owner Portal ID & Password
Q.

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

A.

Verify applicability using as follows:
1. Check the TCU ID number on the vehicle information screen. If the TCU ID
begins with something other than 2012, it is a 3G TCU and does not require
an update. To identify if the vehicle has a 2G or a 3G TCU, complete the
following steps on the head unit:

PC449_PC450 | Original Document

3.
4.
5.
6.
7.
8.
9.

Press the hard button labeled Menu.
Press the “CARWINGS” soft button on the center display screen.
Press the “CARWINGS Settings” soft button on the center display screen.
Select the down arrow on the center display screen.
Press “Unit ID information” soft button on the center display screen.
If TCUID starts with “2012-1” it is a 3G device.
If TCUID starts with “2012-0” it is a 2G device.

NOTE: As indicated above, TCU IDs that begin with something other than 2012 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.
Dealers will also need to have the model, model year, sales country (i.e. USA),