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NHTSA ID Number: 10204043

Manufacturer Communication Number: 21B09

TSB/Document Date: 2021-12-07


Summary

Certain 2014-2020 Model Year Multiple Vehicle Lines 3G Telematics Control Unit to 4G Upgrade Kit 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.


rotation to engage Dual Lock™ into the loop.

4G TCU

FRONT OF
VEHICLE

2029NN

FIGURE 3
5. Remove the Left Hand (LH) side trim of the parcel shelf. Please follow the WSM procedures in Section
501-05.
NOTE: Do not remove the parcel shelf. It is only necessary to remove the LH trim and raise the LH side of
the parcel shelf. See Figure 4.
LH SIDE OF
PARCEL SHELF

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
FRONT OF
VEHICLE

PLACE
COPY HERE
2029OO

FIGURE 4
CPR © 2021 FORDeBay logo MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021

PLACE COPY HERE

ATTACHMENT VI
PAGE 5 OF 9
CUSTOMER SATISFACTION PROGRAM 21B09

6. Install the supplied PET tape on the underside of the parcel shelf and between the center and LH child
seat anchor covers. See Figure 5.
a. Rub PET tape into the surface working out any air bubbles visible through the tape.
CENTER CHILD SEATeBay logo
ANCHOR COVERS

LH CHILD SEATeBay logo
ANCHOR COVERS

PET TAPE

FRONT OF
VEHICLE

2029PP

FIGURE 5

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT

CPR © 2021 FORDeBay logo MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021

STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE

ATTACHMENT VI
PAGE 6 OF 9
CUSTOMER SATISFACTION PROGRAM 21B09

7. Install the new 4G antenna. See Figure 6.
a. Remove the antenna backing.
b. Install the antenna onto previously installed pet tape with cable facing vehicle LH.
c. With firm evenly applied thumb pressure from center outward, work out air bubbles to ensure
good adherence of the antenna.
d. Remove the cable strain-relief backing and attach and press on to the pet tape.
INSTALLED PET TAPE

FRONT OF
VEHICLE

4G ANTENNA
2029QQ

FIGURE 6

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
CPR © 2021 FORDeBay logo MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021

PLACE COPY HERE

ATTACHMENT VI
PAGE 7 OF 9
CUSTOMER SATISFACTION PROGRAM 21B09

8. Connect the electrical connector and the coaxial extension cable. Route the coaxial extension cable
behind the wiring harness and upwards towards the rear windshield. See Figure 7.

4G TCU
ELECTRICAL
CONNECTOR

COXIAL EXTENSION
CABLE

FRONT OF
VEHICLE

2029RR

FIGURE 7
9. Route the coaxial extension cable through the opening on the body into the vehicle. See Figure 8.
FRONT OF
VEHICLE

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
COAX EXTENSION
CABLE

PLACE COPY HERE
PLACE COPY HERE
2029SS

CPR © 2021 FORDeBay logo MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021

FIGURE 8

PLACE COPY HERE

ATTACHMENT VI
PAGE 8 OF 9
CUSTOMER SATISFACTION PROGRAM 21B09

10. Route the coaxial extension cable under the foam pad located behind the LH seatbelt and towards the
center of the vehicle. See Figure 9.
FOAM PAD

LH SEATBELT

COAXIAL EXTENSION
CABLE

FRONT OF
VEHICLE

2029TT

FIGURE 9

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

PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE

ATTACHMENT VI
PAGE 9 OF 9
CUSTOMER SATISFACTION PROGRAM 21B09

11. Connect the coax cable extension and the 4G antenna. See Figure 10.

COAX CABLE
EXTENSION

4G ANTENNA

FRONT OF
VEHICLE

2029UU

FIGURE 10
12. Reinstall the parcel shelf and the LH side trim. Please follow the WSM procedures in Section 501-05.
13. Finish the PMI process using IDS.
14. Vehicle is now ready for the customer to connect their phone using the appropriate app.
• Customers may choose to do this step themselves or will need assistance using the
latest version of the LincolneBay logo Way app.
• The Customer Instruction is available in PTS/FMC Dealer as a separate attachment.
• Please provide instruction page and support as needed.
IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are
under safety, compliance, or emissions recall. Unless a part is requested to be returned to FordeBay logo, all
STUDand
FOR
parts replaced under this FSA must be scrapped in accordance with all applicable local, state
NUT
federal environmental protection and hazardous material regulations. Refer to the Parts MISSING
Retention,
Return, & Scrapping section of the FSA dealer bulletin for further information.
STUD FOR
NUT
• FCS requires a core return for the 3G TCU within 30 days otherwise dealers will MISSING
incur a
non-core return charge for the 3G TCU per standard FCS part handling policy.
• All 3G TCUs must be returned to FCS in the same box as it arrived at the dealer.STUD FOR
MISSING NUT
• All FCS shipments to dealers have a return label that will send parts back to the service
center they were shipped from.
PLACE COPY HERE
• Deviating from the FCS part return policy will result in a non-core return charge.
PLACE COPY HERE
CPR © 2021 FORDeBay logo MOTOR COMPANY
DEARBORN, MICHIGAN 48121
11/2021

PLACE COPY HERE

Customer Satisfaction Program 21B09
Owner Instructions: Smartphone and LincolneBay logo WayTM App with the new installed 4G System.
Further instructions about the LincolneBay logo Way App. can be found at: Lincoln.com/Support under
Connect & Control and Connect my Phone.
1. Download the latest LincolneBay logo Way app if not already.

If new to the LincolneBay logo Way App

2. Log out of the LincolneBay logo Way App.

1a. Create Account & Add VIN
1b. Add vehicle’s VIN (driver side door label)
• Either type in VIN or use photo scan
1c. Go to step 4.

3. Log In on the LincolneBay logo Way App.
4. Activate Vehicle if asked.

If new to the LincolneBay logo Way App

4a. Start vehicle, see message on the SYNC
touchscreen. Select Allow. Proceed to step 5.

5. Please Wait ~ approximately 5 minutes to allow for network communications.
• Refresh phone every few minutes.
6. Lock / Unlock vehicle through the LincolneBay logo Way App. Enjoy.

5 min.

NOTE: If LincolneBay logo Way App does not recognize vehicle after +5 minutes, please perform a
Vehicle SYNC system Master Reset.
On vehicle’s center display, go to:
o Settings, then General
If you’re having trouble
o Scroll to bottom.
activating, a LincolneBay logo
o Master Reset
Concierge is here to help:
(800) 521-4140
o Return to step #2 above.
© Copyright 2021 The LincolneBay logo Motor Company – A FordeBay logo Motor Company Brand

The LincolneBay logo Motor Company
P. O. Box 1904
Dearborn, Michigan 48121

November 2021

Customer Satisfaction Program 21B09
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
At the LincolneBay logo Motor Company, we are committed not only to building high quality, dependable
products, but also to building a community of happy, satisfied customers. To demonstrate that
commitment, we are providing a Customer Satisfaction Program for your vehicle with the VIN shown
above.
Why are you receiving
this notice?

Your vehicle utilizes a wireless cellular technology called 3G. Cellular
companies began decommissioning 3G in August 2021, and a complete
shutdown of the 3G network will take place in February 2022. The LincolneBay logo
WayTM App account, along with your vehicle’s current 3G modem, provides
you with access to your vehicle through your smart phone. A complimentary
four year trial was included with your vehicle at the time of purchase.

What is the effect?

If you utilize services and owner benefits with The LincolneBay logo WayTM App, the
decommissioned 3G network will result in a loss of wireless functionality for
connected phone app to vehicle features such as: Lock & Unlock vehicle,
Remote Start & Stop, Vehicle Status, Tire Pressure, Fuel Level, Mileage
(and for electrical vehicles: Preferred Charge Times, Departure Times, Trip
& Charge Logs).
Cellular 3G network decommissioning will not impact control or performance
of your vehicle. If you do not utilize The LincolneBay logo WayTM App, you will not
notice the effects of the decommissioning.
If you would like more information about The LincolneBay logo WayTM App services or
would like to activate your service and take advantage of this program,
additional information can be found on the Lincoln.com/Support web site.

What will LincolneBay logo and
your dealer do?

In the interest of customer satisfaction, the LincolneBay logo Motor Company has
authorized your dealer to cover the cost of labor to install a 4G modem and
antenna if vehicle is within the complimentary trial period. Note, this will
require the vehicle owner to purchase the 4G upgrade kit.
This Customer Satisfaction Program will be in effect through May 31, 2022
regardless of mileage. Coverage is automatically transferred to subsequent
owners.

© Copyright 2021 The LincolneBay logo Motor Company – A FordeBay logo Motor Company Brand

How long will it take?

The time needed for this repair is less than one-half day. However, due to
service scheduling requirements, your dealer may need your vehicle for a
longer period of time.

What should you do?

Please call your dealer to schedule a service appointment for Customer
Satisfaction Program 21B09. Provide the dealer with your VIN, which is
printed near your name at the beginning of this letter.
You will need to purchase the upgraded 4G upgrade kit from your dealer,
download the latest LincolneBay logo WayTM App and set up an account as needed.
Additional information about the LincolneBay logo WayTM App and how to connect can
be found on our web site: lincoln.com/lincolnway
NOTE: 4G upgrade kit availability may be limited due to supply constraints.
LincolneBay logo owners of 2017 Model Year or later vehicles affected by this recall
have the option of requesting complimentary Pickup & Delivery service with
a LincolneBay logo vehicle for use during service. Please request LincolneBay logo Pickup &
Delivery through your dealership if you would like to take advantage of this
option.
If you do not already have a servicing dealer, you can access Lincoln.com
for dealer addresses, maps, and driving instructions.
The LincolneBay logo Motor Company recommends you have this service action
completed on your vehicle to experience the benefits and features enabled
by the LincolneBay logo Way App. The vehicle owner is responsible for scheduling the
work to be completed.
Once your vehicle has been upgraded with the 4G upgrade kit, use the
LincolneBay logo WayTM App to access complimentary remote features like start/stop,
get important vehicle information like fuel and oil levels, service history and
warranty details at your fingertips. You can receive information about Recalls
and Customer Satisfaction Programs through The LincolneBay logo WayTM: LincolneBay logo
Owner App as well. The app can be downloaded through the App Store or
Google Play.

COVID-19
(CORONAVIRUS)

LincolneBay logo dealerships have implemented enhanced protocols to ensure both
your safety and the safety of dealership employees. This includes specific
procedures for cleaning and disinfecting client vehicles and vehicles used for
Pickup & Delivery* both before and after each vehicle is serviced. In most
places, vehicle service has been deemed a critical service. Please contact
your local dealer to confirm current service hours. For more information on
how LincolneBay logo and your local dealer are working hard to keep you on the road
during these challenging times, please visit Lincoln.com.
*Complimentary LincolneBay logo Pickup & Delivery Service is available for all 2017
model year and newer LincolneBay logo vehicles within the 4-year/50,000 mile New
Vehicle Limited Warranty. Contact your preferred dealer for
important details. Mileage limitations may apply.

© Copyright 2021 The LincolneBay logo Motor Company – A FordeBay logo Motor Company Brand

What if you no longer
own this vehicle?

If you no longer own this vehicle, and have an address for the current owner,
please forward this letter to the new owner.
You received this notice because our records, which are based primarily on
state registration and title data, indicate that you are the current owner.

Can we assist you
further?

If you have difficulties getting your vehicle repaired promptly, please contact
your dealership's Service Manager for assistance.
RETAIL OWNERS: If you have questions or concerns, please contact our
Customer Relationship Center at 1-866-436-7332 and one of our
representatives will be happy to assist you. If you wish to contact us through
the Internet, our address is: Lincoln.com.
For the hearing impaired call 1-800-232-5952 (TDD). Representatives are
available Monday through Friday: 8:00AM - 8:00PM (Eastern Time).
FLEET OWNERS: If you have questions or concerns, please contact our
Fleet Customer Information Center at 1-800-34-FLEET, choose Option
#3, and one of our representatives will be happy to assist you. If you wish to
contact us through the Internet, our address is: fleet.ford.com.
Representatives are available Monday through Friday: 8:00AM - 8:00PM
(Eastern Time).

Thank you for your attention to this important matter.
The LincolneBay logo Motor Company

© Copyright 2021 The LincolneBay logo Motor Company – A FordeBay logo Motor Company Brand

FordeBay logo Motor Company
FordeBay logo Customer Service Division
P. O. Box 1904
Dearborn, Michigan 48121

November 2021
Customer Satisfaction Program 21B09
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
At FordeBay logo Motor Company, we are committed not only to building high quality, dependable products, but
also to building a community of happy, satisfied customers. To demonstrate that commitment, we are
providing a Customer Satisfaction Program for your vehicle with the VIN shown above.
Why are you receiving
this notice?

Your vehicle utilizes a wireless cellular technology called 3G. Cellular
companies began decommissioning 3G in August 2021, and a complete
shutdown of the 3G network will take place in February 2022. An active My
FordeBay logo Mobile App account, along with your vehicle’s current 3G modem,
provides you with access to your vehicle through your smart phone. A
complimentary trial for connected services was included with your vehicle at
the time of purchase based on the vehicle’s model year.

What is the effect?

If you utilize services and owner benefits with the My FordeBay logo Mobile service,
the decommissioned network will result in a loss of wireless functionality for
connected phone app to vehicle features such as: Lock & Unlock vehicle,
Remote Start & Stop, Vehicle Status, Tire Pressure, Fuel Level, Mileage
(and for electrical vehicles: Preferred Charge Times, Departure Times, Trip
& Charge Logs).
Cellular 3G network decommissioning will not impact control or performance
of your vehicle. If you do not utilize the My FordeBay logo Mobile or FordPassTM App
service, you will not notice the effects of the decommissioning.
Additional information about the FordPassTM App and how to connect can be
found on our web site: https://www.ford.com/support/category/fordpass/
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.

What will FordeBay logo and
your dealer do?

In the interest of customer satisfaction, FordeBay logo Motor Company has authorized
your dealer to cover the cost of labor to install a 4G upgrade kit (modem and
antenna). Note, this will require the vehicle owner to purchase the 4G
upgrade kit.

© Copyright 2021 FordeBay logo Motor Company

What will FordeBay logo and
your dealer do?
(continued)

This Customer Satisfaction Program will be in effect through May 31, 2022
regardless of mileage. Coverage is automatically transferred to subsequent
owners.

How long will it take?

The time needed for this repair is less than one-half day. However, due to
service scheduling requirements, your dealer may need your vehicle for a
longer period of time.

What should you do?

To access complimentary remote features, like start/stop, lock/unlock,
schedule a start, locate vehicle and vehicle status check, please call your
dealer to schedule a service appointment for Customer Satisfaction Program
21B09. Provide the dealer with your VIN, which is printed near your name at
the beginning of this letter.
You will need to purchase the upgraded 4G upgrade kit from your dealer,
download the FordPassTM App and set up an account as needed. Additional
information about the FordPassTM App and how to connect can be found on
our web site: https://www.ford.com/support/category/fordpass/
NOTE: 4G upgrade kit availability may be limited due to supply constraints.
If you do not already have a servicing dealer, you can access
Ford.com/Support for dealer addresses, maps, and driving instructions.
FordeBay logo Motor Company recommends you have this service action completed
on your vehicle to experience the benefits and features enabled by the
FordPassTM App. The vehicle owner is responsible for scheduling the work
to be completed.
Once your vehicle has been upgraded with the 4G upgrade kit, use the
FordPassTM App to access complimentary remote features like start/stop, get
important vehicle information like fuel and oil levels, service history and
warranty details at your fingertips. You can receive information about Recalls
and Customer Satisfaction Programs through our FordPassTM App as well.
The app can be downloaded through the App Store or Google Play.

COVID-19
(CORONAVIRUS)

FordeBay logo dealerships have implemented enhanced protocols to ensure both your
safety and the safety of dealership employees. This includes specific
procedures for cleaning and disinfecting customer vehicles before and after
each vehicle is serviced. In most places, vehicle service has been deemed a
critical service. Please contact your local dealer to confirm current service
hours. For more information on how FordeBay logo and your local dealer are working
hard to keep you on the road during these challenging times, please visit
Ford.com/Support.

What if you no longer
own this vehicle?

If you no longer own this vehicle, and have an address for the current owner,
please forward this letter to the new owner.
You received this notice because our records, which are based primarily on
state registration and title data, indicate that you are the current owner.

Can we assist you
further?

If you have difficulties getting your vehicle repaired promptly, please contact
your dealership's Service Manager for assistance.

© Copyright 2021 FordeBay logo Motor Company

Can we assist you
further?
(continued)

RETAIL OWNERS: If you have questions or concerns, please contact our
FordeBay logo Customer Relationship Center at 1-866-436-7332 and one of our
representatives will be happy to assist you. If you wish to contact us through
the Internet, our address is: Ford.com/Support.
For the hearing impaired call 1-800-232-5952 (TDD). Representatives are
available Monday through Friday: 8:00AM – 8:00PM (Eastern Time).
FLEET OWNERS: If you have questions or concerns, please contact our
Fleet Customer Information Center at 1-800-34-FLEET, choose Option
#3, and one of our representatives will be happy to assist you. If you wish to
contact us through the Internet, our address is: Fleet.ford.com.
Representatives are available Monday through Friday: 8:00AM - 8:00PM
(Eastern Time).

Thank you for your attention to this important matter.
FordeBay logo Customer Service Division

© Copyright 2021 FordeBay logo Motor Company

Customer Satisfaction Program 21B09
Owner Instructions: Smartphone setup to FordeBay logo Pass and the new installed 4G System.
Further instructions about the FordeBay logo Pass App. can be found at: Ford.com/Support under:
FORDPASSTM CONNECT
1. Download the latest FordeBay logo Pass
app.
2. Add vehicle’s VIN to the FordeBay logo Pass Garage, with vehicle turned off.
• VIN can be found in the driver side door opening. (Example: 1FADP0EXAMPLE0001)
• Either type in VIN or use photo scan

option.

3. Follow screen prompts in the App
and Display SYNC screen.
• Activate Vehicle on the Phone App.
• With key on, Allow Vehicle

authorization on SYNC screen.

4. Please Wait.
• Approximately 5-10 minutes
for network communications.
• Refresh phone every few
minutes.
5. Lock / Unlock vehicle using the FordeBay logo Pass app.

NOTE: If FordeBay logo Pass ap does not recognize vehicle after 10 minutes, please perform a
Vehicle SYNC system Master Reset and complete steps 3 through 5 again.
On vehicle’s center display, go to:
o Settings, then General
If you’re having trouble
o Scroll to bottom.
activating, FordGuides are
o Master Reset and return to step #3. above.
here to help: (800) 392-3673
© Copyright 2021 FordeBay logo Motor Company

123456

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TSB/Document ID: 21B09

Replacement Service Bulletin Number:

MFR Communication Date: 2021-11-03

MFR Internal Campaign ID/Software Version:

Communication Type: Service Bulletin/Repair Instructions

NHTSA Components: EQUIPMENT:ELECTRICAL

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Bestseller No. 3
Bidirectional Scan Tool VDIAGTOOL VD70S, 2026 Wireless OBD2 Scanner Diagnostic Tool with 36+ Resets, All System Scanner for Car, FCA Autoauth, CAN FD & DoIP, ECU Coding, PMI, 3 Years Update
  • Pro Features, Home Mechanic Budget: Why pay thousands for factory scan tool? The VD70S scan tool delivers advanced professional diagnostic at an affordable price, including 10x faster 33-66ft wireless scanning, 4000+ active tests, 36+ hot services, ECU coding, PMI function, and OE-level full-system scan with 8-in-one data graph. It rivals expensive shop tools - perfect for DIYer, technician and small shop. Get dealer-grade power without the cost - the VD70S obd2 scanner diagnostic tool makes pro diagnostic accessible to all. The available function tests vary by model—please check compatibility via vdiagtool2 @ outlook . c o m before purchase
  • Full Bidirectional Control for Precision Repair: VD70S obd2 scanner gives you direct vehicle module control to test components like fuel pump, injector, A/C clutch, window and more, enabling you to accurately and quickly locate faulty components. Unlike basic obd2 code reader, our advanced bidirectional control lets you actively command system - like triggering the ABS pump to confirm your fix worked. With pinpoint component testing and real-time validation, you can diagnose intermittent issues faster and prevent costly return visits. The VD70S auto diagnostic scanner transforms complex diagnostic into precise, time-saving repair - giving professional-grade accuracy at an unbeatable value
  • 33-66FT Wireless Freedom - Faster & More Stable: Say goodbye to 2M cable limits. Easily Perform bi-directional tests like folding mirror, activating light or fuel pump while walking freely around your vehicle - no more cable dragging or repositioning your tool. Unlike other 33ft BT obd2 scanner that still need a cable to handle DOIP vehicle diagnostics, the VD70S bidirectional scan tool delivers a truly cable-free experience - with up to 66ft stable transmission range and faster, more reliable data transfer. With VD70S scanner, you get pro-level flexibility, faster workflow and stable diagnostics without cable clutter or wireless dropouts
  • Powerful & Affordable Auto Scanner with 36+ Special Functions: Take control of your vehicle maintenance and save hundreds in shop fees with the VD70S car diagnostic tool. This car tool performs 36+ hot services including ✔Crank Sensor Relearn, Oil Reset, EPB, TPMS Reset, Throttle Adaptation, Injector Coding, ABS Bleed and more. ✔Besides, the VD70S bidirectional obd2 scanner unlocks 100+ advanced vehicle-specific functions under specific system menu, including Idle Relearn, VIN Write, Crankshaft Sensor Relearn, Fuel Trim Reset, ABS Initialization and more. These features help you solve complex system error and restore optimal vehicle performance. Text us your VIN we’ll check the compatibility
  • OE-Level Full System Diagnostic, Simplified Workflow: The VD70S car diagnostic scanner delivers OE-level full system scanning (ABS/ECM/BCM/SRS/TCM and more) without the dealership cost. ✔Easily view 8 live data streams, retrieve freeze frame and run active test to quickly identify problem. ✔With advanced bidirectional control, test components like fuel injector and sensor directly to verify repair with certainty. ✔The 8-in-one graphing tracks performance trend to catch intermittent issue like a pro. Whether you're a technician or car owner, the diagnostic scanner provides shop-quality diagnostic to optimize performance and prevent costly repair - all in one affordable tool

Last update on 2026-06-12 / Affiliate links / Images from Amazon Product Advertising API


 

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