David J. Johnson
Director
Service Engineering Operations
Ford Customer Service Division

Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121

November 03, 2021
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 21B09
Certain 2014-2020 Model Year Multiple Vehicle Lines
3G Telematics Control Unit to 4G Upgrade Kit

PROGRAM TERMS
This program will be in effect through May 31, 2022. There is no mileage limit for this program.
NOTE: Owners within the complimentary trial period may purchase the 4G upgrade kit and 21B09
covers labor/installation.
NOTE: Owners outside of the complimentary trial period (VINs not under the 21B09 program) have
the option to pay for both the labor and cost to purchase the 4G upgrade kit.
URGENCY / EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of May 31, 2022, to encourage dealers
and owners to have this service performed as soon as possible.
We recommend dealers utilize their FSA VIN Lists name and address to contact owners with affected
vehicles. This will help minimize the number of vehicles that may lose wireless functionality for
connected phone app to vehicle features. FSA VIN Lists are expected to be available on November
03, 2021.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Fusion Energi

2014-2020

Hermosillo

October 28, 2013 through July 27, 2020

C-MAX Energi

2014-2017

Michigan

April 15, 2014 through October 2, 2017

Focus Battery
Electric Vehicle
(BEV)

2016-2018

Michigan

September 16, 2015 through May 2, 2018

2015-2017

Hermosillo

July 28, 2014 through September 5, 2017

MKC

2015-2017

Louisville

August 28, 2014 through August 29, 2017

Continental

2017

Flatrock

August 2, 2016 through August 22, 2017

MKX

2016-2017

Oakville

August 31, 2015 through September 29, 2017

MKZ /
MKZ Hybrid

Affected vehicles are identified in OASIS and FSA VIN Lists.

© Copyright 2021 Ford Motor Company

REASON FOR THIS PROGRAM
The North America 3G cellular service began decommissioning in August 2021 and will be fully
decommissioned in February 2022. Vehicles on the road equipped with a 3G telematics control unit
(TCU) / embedded modem will lose mobile app functionality/connectivity. Some owners are still within
the *complimentary trial period (depending on model year and brand, see table below) for connected
services.
* Complimentary trial detail: VINs linked to the MyFord® Mobile / MyLincoln® Mobile App have a
complimentary subscription that activated with vehicle sale date. The subscription requires
complementary 3G mobile network connectivity, and it is subject to 3G network availability. Evolving
technology/mobile networks may affect future functionality.
Vehicle

Model Year

Complimentary Trial Period

Ford

2014-2018

5 Years

Ford

2019

2 Years

Ford

2020

1 Year

Lincoln

2015-2017

4 Years

SERVICE ACTION
Per vehicle owner request and purchase of the 4G upgrade kit, Dealers are to replace the vehicle’s
3G TCU / embedded modem with a 4G upgrade kit (4G TCU, antenna, cables, and mounting
hardware), and use IDS level 123.05 or higher to complete the programmable module installation
(PMI) process.
NOTE: Owners within the complimentary trial period will receive an owner notification letter and have
the option to purchase the 4G upgrade kit, and 21B09 covers labor/installation.
NOTE: Owners outside of the complimentary trial period (VINs not under the 21B09 program) will not
receive an owner letter but will still have the option to pay for both the labor and material costs for the
4G upgrade.
NOTE for Focus Electric Owners Only: Certain charge scheduling functionality (Preferred Charge
Times) through the FordPassTM App is not available at this time, however it is expected to be available
with an over the air update by Summer 2022.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of November 15, 2021. Dealers should repair any
affected vehicles that arrive at their dealerships, whether or not the owner has received a letter.
ATTACHMENTS
Attachment I:
Administrative Information
Attachment II:
Labor Allowances and Parts Ordering Information
Attachment III:
Technical Information – Fusion / Fusion Hybrid / Fusion Energi
Attachment IV:
Technical Information – C-MAX Energi
Attachment V:
Technical Information – Focus Battery Electric Vehicle (BEV)
Attachment VI:
Technical Information – MKZ / MKZ Hybrid
Attachment VII:
Technical Information – MKC
Attachment VIII:
Technical Information – Continental
Attachment IX:
Technical Information – MKX
Owner Notification
Letters
Ford Owner Instruction
Lincoln Owner Instruction

© Copyright 2021 Ford Motor Company

QUESTIONS & ASSISTANCE
For questions and assistance, contact the Special Service Support Center (SSSC) via the SSSC Web
Contact Site. The SSSC Web Contact Site can be accessed through the Professional Technician
System (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or
listed under the SSSC tab.
Sincerely,

David J. Johnson

© Copyright 2021 Ford Motor Company

ATTACHMENT I
Page 1 of 2
Customer Satisfaction Program 21B09
Certain 2014-2020 Model Year Multiple Vehicle Lines
3G Telematics Control Unit to 4G Upgrade Kit
OASIS ACTIVATION
OASIS will be activated on November 03, 2021.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on November
03, 2021. Owner names and addresses will be available by December 03, 2021.
NOTE: Your FSA VIN Lists may contain owner names and addresses obtained from motor vehicle
registration records. The use of such motor vehicle registration data for any purpose other than in
connection with this program is a violation of law in several states, provinces, and countries.
Accordingly, you must limit the use of this listing to the follow-up necessary to complete this service
action.
SOLD VEHICLES
• Owners of all affected vehicles will be directed to dealers for repairs if they wish to prevent the
loss of MyLincoln Mobile or MyFord Mobile service.
•

VINs under FSA 21B09: Per owner request and agreement, upgrade vehicles using the 4G
upgrade kit, as identified in OASIS which are brought to your dealership.

•

VINs NOT under FSA 21B09: For other vehicles identified in OASIS but not under the
complimentary trial period, inform owners of the 4G upgrade kit available per owner
agreement and payment of material and installation costs.

STOCK VEHICLES
• FSA 21B09 is only for sold vehicles.
• Do not perform this service unless the informed owner requests repairs covered by this
program.
VEHICLES WITH CANCELLED WARRANTIES
Vehicles with cancelled warranties are not eligible for this service action.
TITLE BRANDED / SALVAGED VEHICLES
Affected title branded and salvaged vehicles are eligible for this service action.
OWNER REFUNDS
Refunds are not approved for this program.
RENTAL VEHICLES
Rental vehicles are not approved for this program.
LINCOLN PICKUP AND DELIVERY
Owners of 2017 MY and newer Lincoln vehicles have the option of requesting pickup and delivery
service with a Lincoln loaner (up to 2 days), from their dealership. For details, reference EFC08708,
2021 Lincoln Pickup & Delivery Updates.

© Copyright 2021 Ford Motor Company

ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 21B09
Certain 2014-2020 Model Year Multiple Vehicle Lines
3G Telematics Control Unit to 4G Upgrade Kit
ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS)
Additional repairs identified as necessary to complete the FSA should be managed as follows:
• For related damage and access time requirements, refer to the Warranty and Policy Manual /
Section 6 – Ford & Lincoln Program Policies / General Information & Special Circumstances
for FSA’s / Related Damage.
• For vehicles within new vehicle bumper-to-bumper warranty coverage, no SSSC approval is
required, although related damage must be on a separate repair line with the “Related
Damage” radio button checked.
o Ford vehicles – 3 years or 36,000 miles
o Lincoln vehicles – 4 years or 50,000 miles
• For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit an Approval
Request to the SSSC Web Contact Site prior to completing the repair.
CLAIMS PREPARATION AND SUBMISSION
• Claim Entry: Enter claims using Dealer Management System (DMS) or One Warranty
Solution (OWS) online.
o When entering claims:
▪ Claim type 31: Field Service Action. The FSA number (21B09) is the sub code.
▪ Customer Concern Code (CCC): A93 - Embedded Modem
▪ Condition Code (CC): 42 - Does Not Operate Properly
▪ Causal Part Number: 14G229
▪ Part Quantity: 0
o For additional claims preparation and submission information, refer to the Recall and
Customer Satisfaction Program (CSP) Repairs in the OWS User Guide.
• Related Damage/Additional labor and/or parts: Must be claimed as Related Damage on a
separate repair line from the FSA with same claim type and sub code as described in Claim
Entry above.
IMPORTANT: Click the Related Damage Indicator radio button.
• Lincoln Pickup & Delivery: Claims for Lincoln Pickup & Delivery with a Lincoln loaner (up to
2 days) should be submitted on a separate line from the FSA. Refer to EFC08708,
2021 Lincoln Pickup & Delivery Updates for details.

© Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 1 of 3
Customer Satisfaction Program 21B09
Certain 2014-2020 Model Year Multiple Vehicle Lines
3G Telematics Control Unit to 4G Upgrade Kit
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

- C-MAX

21B09B

0.8 Hours

- Continental with 40/20/40 Seats

21B09C

2.4 Hours

- Continental with 60/40 Seats

21B09D

1.9 Hours

- Focus Battery Electric

21B09E

1.1 Hours

- Fusion – Plug in Hybrid

21B09F

0.7 Hours

- MKC

21B09G

1.0 Hours

- MKX

21B09H

1.0 Hours

- MKZ /MKZ Hybrid

21B09J

0.8 Hours

21B09K

0.2 Hours

Replace 3G TCU with 4G TCU Upgrade Kit and complete
PMI Process to verify connectivity to 4G network using IDS
version 123.05 or higher.

Support Owner if requested for help with phone app.

PARTS REQUIREMENTS / ORDERING INFORMATION
Order the 4G upgrade kit using the On-line 1878 form.
• FSA 21B09 kit is non-refundable and cannot be returned once ordered.
• Before ordering the 4G Upgrade Kit, confirm owner understands the program terms (Owner
Pays for Upgrade Kit Cost) and the 4G Upgrade Kit will be installed on the VIN in question
(customer will use My Ford Mobile/ FordPassTM/Lincoln Way app with VIN).
• FCS Order process:
1. Go to OASIS, enter the VIN and click GO
2. Scroll to the bottom and select the On-Line 1878
3. Click on Create Order (1878 Form)
4. Click on the drop-down arrow to select a System
5. Enter VIN and “Engineering Part Number”
6. Enter Odometer reading and select Miles or Kilometers
7. Enter Reference Repair Order Date (Work Order Date) using calendar icon
8. Click Continue
9. Complete the on-line order form
NOTE: Your order is NOT complete until the system generates an “Order Number”
(example: 1000xxxxxx)

© Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 2 of 3
Customer Satisfaction Program 21B09
Certain 2014-2020 Model Year Multiple Vehicle Lines
3G Telematics Control Unit to 4G Upgrade Kit
PARTS REQUIREMENTS / ORDERING INFORMATION (continued)
Order
Quantity

Claim
Quantity

C-MAX, MKX – 4G Upgrade Kit

1*

0

AMMU7J A00A25 BA

Focus Battery Electric – 4G Upgrade Kit

1*

0

AMMU7J A00A25 CA

Fusion – Plug in Hybrid – 4G Upgrade Kit

1*

0

AMMU7J A00A25 DA

MKZ / MKZ Hybrid – 4G Upgrade Kit

1*

0

Part Number

Description

AMMU7J A00A25 AA

AMMU7J A00A25 EA
MKC / Continental – 4G Upgrade Kit
1*
0
*Part Number will only allow customer pay option.
Order your parts through FCS normal order processing channels. To guarantee the shortest delivery
time, an emergency order for parts must be placed.
DEALER PRICE
4G TCU and antenna kits will be supplied by FCS, and price(s) will be published on the FCS site at
https://www.fesg.dealerconnection.com/FESGOrderApplicationStrutsWeb/createOrderStep3NewPost.do

NOTE: Vehicle Owners to pre-pay for FSA 21B09 material (4G upgrade kit) only.
PARTS RETENTION, RETURN, & SCRAPPING
FCS requires a core return for the 3G TCU otherwise dealers will incur a non-core return charge for
the 3G TCU per standard FCS part handling policy.
EXCESS STOCK RETURN
Excess stock returned for credit must have been purchased from Ford Customer Service Division in
accordance with Policy Procedure Bulletin 4000.
REPLACED FSA PARTS INSPECTION AND SIGN OFF
Effective March 1st 2021 all parts replaced as part of an FSA repair with a repair order open date of
March 1st 2021 or later must be inspected and signed off on the repair order by a member of your
dealers fixed operations management team or an employee the task has been delegated to. If the
task is to be delegated to a non-management employee, the employee needs to be someone other
than the technician who completed the repair and needs to understand the importance of completing
this task consistently and accurately.
•

Inspect the replaced parts to verify the FSA repair was completed.

•

If the FSA repair is found to be complete, the designated employee signs the repair order line
or parts return stamp area (electronic or hand signed) for the FSA repair indicating the parts
were inspected and validated to have been replaced.

•

For the FSA 21B09 3G TCU unit, after the part has been inspected, it should be handled
based on the guidance in the parts status report in the Online Warranty System (CORE – FCS
specific requirement).
o

FCS requires a core return for the 3G TCU otherwise dealers will incur a non-core
return charge for the 3G TCU per standard FCS part handling policy.

© Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 3 of 3
Customer Satisfaction Program 21B09
Certain 2014-2020 Model Year Multiple Vehicle Lines
3G Telematics Control Unit to 4G Upgrade Kit
REPLACED FSA PARTS INSPECTION AND SIGN OFF (continued)
o

All 3G TCUs must be returned to FCS in the same box as it arrived at the dealer.

o

All FCS shipments to dealers have a return label that will send parts back to the
service center they were shipped from.

o Deviating from the FCS part return policy will result in a non-core return charge.
• This process is subject to review during warranty audits for FSA repairs with a repair order
open date of March 1st 2021 or later. Any eligible FSA claims requiring parts replacement,
found not to have been inspected and signed off during a warranty audit will be subject to
chargeback and consideration for enrollment into the Dealer Incomplete Recall Repair
Process.
NOTE: Other approvals (electronic or handwritten) for add-on repair lines, dealer owned vehicle
repairs, and repeat repairs do not qualify as FSA parts inspection approvals. The post repair FSA
parts inspection process (electronic or handwritten) is independent from other warranty approval
requirements. The approval by the designated employee implies that the FSA parts were found to be
replaced and must be able to be clearly identified on the Repair Order. If multiple FSA’s require
approval on a single Repair Order, each applicable occurrence will require individual post repair
approval by the designated employee.

© Copyright 2021 Ford Motor Company

ATTACHMENT IV
PAGE 1 OF 12
CUSTOMER SATISFACTION PROGRAM 21B09

CERTAIN 2014-2020 MODEL YEAR MULTIPLE VEHICLE LINES - 3G TELEMATICS
CONTROL UNIT TO 4G UPGRADE KIT
SERVICE PROCEDURE - C-MAX
Kit contents

4

5

3

2029A

ITEM
1
2
3
4
5
6

DESCRIPTION
Dual Lock™ (Rough)
Loop Side (Soft)
Alcohol Prep Wipe
Coaxial Extension Cable
4G Antenna
4G Telematics Control Unit (TCU)

CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021

QUANTITY
1
1
2
1
1
1

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR

ATTACHMENT IV
PAGE 2 OF 12
CUSTOMER SATISFACTION PROGRAM 21B09

1. Remove the Telematics Control Unit Module (TCU). Please follow the Workshop Manual (WSM)
procedures in Section 415-00B.

• Using IDS version 123.05 or higher.
2. Remove the Left Hand (LH) D-pillar trim panel and slide it down the seatbelt. Please follow the WSM
procedures in Section 501-05.
NOTE: It is not necessary to remove the seatbelt from the D-pillar or the seatbelt anchor bolt.
3. Using a clean lint free shop rag, clean any grime, grease, dust or dirt from the interior of the D-pillar trim
panel shown. See Figure 1.

CLEAN THE HIGHLIGHTED SURFACE
USING A CLEAN LINT FREE SHOP RAG

LH D-PILLAR
TRIM PANEL

FRONT OF
VEHICLE

2029C

FIGURE 1

STUD FOR
MISSING NUT
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE

ATTACHMENT IV
PAGE 3 OF 12
CUSTOMER SATISFACTION PROGRAM 21B09

4. Using the kit supplied alcohol prep wipe, clean the interior of the D-pillar trim panel shown and allow the
alcohol to dry for 30 seconds. See Figure 2.
CLEAN THE HIGHLIGHTED AREA
USING THE ALCOHOL PREP WIPE