FAQ

FAQ

DATA PLAN

The initial data plan you will have access to depends on your vehicle. Please contact your retailer to get more details about the service.

All Ubigi data plans are valid in 35 countries in Europe: Austria, Belarus, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Russia, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Ukraine, United Kingdom.

Log in to the Ubigi application or visit ubigi.me, and then purchase the data plan of your choice in the Top up menu.

You can conveniently top up a data plan from your Ubigi personal account as soon as the current data plan is fully consumed or has expired.

Once you have purchased your data plan, this will be uploaded directly to your Selfcare Account for you to use and you will receive a payment confirmation by email.

The charge of your purchase on your bank statement will appear as a charge done by Transatel. Ubigi is a service provided by Transatel.

To check your remaining data allowance, go to the “My Account” tab on your personal account on the Ubigi app or ubigi.me.

Unused data is neither refundable nor transferable. Once the expiration date has passed, the data plan is automatically deleted from your account.

The data usage counter in the Mobile Settings menu of your infotainment system will count all data over the SIM card, including software-over-the air updates. However, in reality, these updates will not use up your Ubigi SIM card data. Therefore, you should use your Ubigi account to monitor their SIM card data usage.

You can change or disable the data usage notifications displayed by your infotainment system in the Mobile Settings menu, under Data Usage Limit.

When your Essential data plan expires, you will automatically receive a notification to let you know. You will no longer be able to access the Internet via your Ubigi SIM card at this time, but access to your personal account on the Ubigi application or on ubigi.me is possible even if your credit is exhausted.

In this way, you can recharge your account wherever you are and continue to use the Ubigi service.

MY UBIGI APPLICATION

The Ubigi application allows you to manage your Ubigi connectivity services. You can download it on your phone or tablet from the PlayStore or AppStore.

Once installed on your device, you can easily create your personal account, then have access to your Ubigi services such as checking the remaining credit or purchasing a data plan.

You need to create your personal Ubigi account before you can use the service. You can either create your account by visiting ubigi.me or by downloading the Ubigi application. You must complete this step using your Ubigi’s data connectivity.

Once your Ubigi account is created, you can access your account directly by using your Ubigi’s connectivity. Your login and password will be required if you try to connect using another connectivity method.

To reset your password, please follow the following instructions:

– Ensure your mobile device is connected to the vehicle’s Wi-Fi hotspot.
(You can find the vehicle hotspot name and password on the touchscreen’s Wi-Fi or Hotspot settings. Refer to your vehicle handbook if needed.)

– Open the Ubigi app or visit ubigi.me
You will be logged in to your account because your SIM card will be recognized by the system automatically.

– Access the settings to change your password

MY UBIGI SIM CARD

Your Ubigi SIM card can only be used in Jaguar Land Rover vehicles eligible for this service. The SIM card is not compatible with devices such as phones/tablets/laptops.

Please ask you retailer if your vehicle is eligible to the service. If so, they will be able to provide you with a Ubigi SIM card.

Your SIM card serial number is to be found on the reverse side of your SIM card, and it is also shown in the personal account section of the Ubigi application.

We advise you to avoid removing your SIM card from your vehicle to prevent damages or loss. If you have lost your SIM card, you will need to contact our customer service in the Assistance menu.

If you sell your vehicle, you should discard your SIM card and call Ubigi customer services to terminate your Selfcare account. We recommend that you dispose of the SIM card in accordance with local country regulations.

If the vehicle has been sold through a Jaguar Land Rover retailer, the new owner will receive a new SIM card from the retailer. During vehicle handover, the retailer will assist the new owner with the set-up process to enable the connected services on the vehicle.

If the vehicle has been sold privately, the new owner can request a new SIM from Ubigi if he/she wants to use the connected services on the vehicle. Requesting a new SIM card should be done by contacting Ubigi customer service through the Assistance menu on the Ubigi website.

If you purchase a new JLR vehicle that comes with a SIM card, you should receive a new SIM card from the retailer. The set-up process for the SIM card will be completed by the retailer during the handover. Details of this process can be found here.

If you have sold your JLR vehicle and would like to delete your Selfcare account and personal details, you will need to contact Ubigi customer service by email and request to have your SIM card and personal details terminated. Ubigi customer service contact details can be found through the Assistance menu on the Ubigi  website.

Once Ubigi receives your termination request, we will terminate the SIM card and delete your account and it will no longer be visible in the system. This process can take up to 24 hours to complete.

Once Ubigi has completed the termination of your SIM card and personal details, you will receive a confirmation email.

For Private Purchases:

If you have purchased a JLR vehicle privately (i.e. not via a Jaguar Land Rover retailer) and find the previous owner’s Ubigi SIM card in the vehicle, you should not use it. We recommend that you dispose of the SIM card in accordance with local country regulations.

To enable the connected services on your JLR vehicle, you should request a new SIM card from Ubigi. You can request a new SIM card by contacting Ubigi customer service through the Assistance menu on the Ubigi website.

With this new SIM card you will be able to create a new personal account with your own details. You will also receive the Essential Bundle with your new SIM card, which provides you with 500MB per month for the remainder of your vehicle’s warranty period (3 years).

Please send to Ubigi customer service a copy of the following documents to complete your SIM card set-up request:

  • A copy of the vehicle registration certificate (your name, VIN, and the new date of issue of the vehicle must be visible)

  • A copy of your personal ID (ID card / Passport / Driving License)

  • Your complete delivery address

Once these documents are received and verified by Ubigi customer service, a new Ubigi SIM card will be sent to your delivery address.

When you receive the new SIM card, you just need to follow the instructions enclosed in the SIM Pack. You will then be able to create your personal account and benefit from the Essential data plan.

If you need further assistance, please contact Ubigi customer here.

 

For Purchases through a JLR retailer:

If you have purchased the vehicle through a Jaguar Land Rover retailer, you will receive a new SIM card from the retailer. The set-up process for the SIM card will be completed by the retailer during the handover. Details of this process can be found here.

If you need further assistance, please contact Ubigi customer here.

For Private Purchases:

If you have purchased a JLR vehicle privately (i.e. not via a Jaguar Land Rover retailer) as a second owner and your vehicle is eligible for a Ubigi SIM card and data plan, you can request a SIM card to enable the connected features on the vehicle. All 19MY (19.5MY for Jaguar F-Type) vehicles and beyond are eligible for a Ubigi data plan.

To confirm if you own an eligible vehicle, you should contact Ubigi customer service through the Assistance menu on the Ubigi website.

If your vehicle is eligible for a Ubigi data plan, you will need to request a new SIM card. To request one, please follow the steps described below:

Please send to Ubigi customer service a copy of the following documents to complete your SIM card set-up request:

  • A copy of the vehicle registration certificate (your name, VIN, and the new date of issue of the vehicle must be visible)

  • A copy of your personal ID (ID card / Passport / Driving License)

  • Your complete delivery address

Once these documents are received and verified by Ubigi customer service, a new Ubigi SIM card will be sent to your delivery address.

When you receive the new SIM card, you just need to follow the instructions enclosed in the SIM Pack. You will then be able to create your personal account and benefit from the Essential data plan.

For Purchases through a JLR retailer:

If you have purchased the vehicle through a Jaguar Land Rover retailer, you will receive a new SIM card from the retailer. The set-up process for the SIM card will be completed during the handover by the retailer. Details of this process can be found here.

If you need further assistance, please contact Ubigi customer service here.

WI-FI AND INTERNET CONNECTION

Thanks to the external antenna mounted on your vehicle’s roof, Ubigi connects to a local mobile network provider to give you access to a reliable data connection while on the move. This, in turn, equips your vehicle with Wi-Fi, allowing you to share your connectivity with up to eight devices, within a range of 15 meters.

You can find your IMEI number by consulting your Infotaiment System. To do this, enter Settings, then enter Connectivity, and finally enter About. Your IMEI number should be displayed.

If you cannot connect to the Internet, you need to perform the following checks:

1 / You must be in the European Union* to benefit from your Ubigi Internet connection. If you are in another country outside of the following areas, the service won’t work:
*Austria, Belarus, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Russia, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Ukraine, United Kingdom.

2 / If your connection had previously been working in the area you are currently in, please follow the following instructions to resolve the situation:
– On the on-board display of your vehicle, touch the Settings icon  , then All Settings/Connectivity (this is under features in some models) and disable “Mobile data”, “Hotspot” and “Wi-Fi”(if it is ON). After 10 seconds, only turn “Mobile data” (accept the T&C’s pop-up) and “Hotspot” back on.
– Under Connectivity, check that the APN field contains the word mobiledata
If it does not contain this word, please enter it.
– Then click Mobile settings (or Mobile data) and set data roaming ON (If a pop-up appears asking to disable roaming, select NO)
– Leave the settings and test your Internet connection on your device by selecting the Wi-Fi signal of your vehicle.

3 / Your location may not be covered by our telecom partner in this country. In this case we advise you to move to a new location to try to find an area with better coverage.

Network coverage may be poor at your location, and this may be the main reason why the Internet connection speed is slow. In this case we advise you to move within the area to try to find an area with better coverage.

The GPS system on your vehicle is independent from the connection provided by your Ubigi SIM card. We invite you to contact the nearest retailer/car dealer so that they can help fix this issue.

In this case, it is possible that the Ubigi Internet connection settings have been deleted. To set them up again, please follow the instructions below:

– On the on-board display of your vehicle, touch the Settings icon  , then All Settings / Connectivity (this is under features in some models) and make sure “Mobile data” and “Hotspot” are ON (“Wi-Fi” should be OFF)

– Under Connectivity, check that the APN field contains the word: mobiledata
If it does not contain this word, please enter it.

– Then click Mobile settings (or Mobile data) and set data roaming ON (If a pop-up appears asking to disable roaming, select NO)

– Leave the settings and test your Internet connection on your device by selecting the Wi-Fi signal of your vehicle

You are now connected to the Internet!

If the problem is not resolved by following these steps, please contact the Ubigi customer service for more help using the Assistance menu.

Once you have connected your device to the Wi-Fi Hotspot by entering the password, your device will then automatically connect the next time you enter your vehicle. As this data source is seen as Wi-Fi, your device can run automatic updates without any notice and consume your Ubigi data plan.

If you want to avoid such unwanted/uncontrolled data usage, then we recommend that you disable the automatic mode of these updates in your device’s settings option when you connect to the Ubigi Wi-Fi network onboard.

To do this you need to enter to the SETTINGS option on your smartphone or tablet,

 

On Android system:

1. Open Google Play store

2. Open the icon on the top left part of the screen

3. Open Settings

4. Open Auto-update apps

5. Select Do not auto-update apps to disable automatic updates

 

On iOS system:

1. Open Settings

2. Open iTunes & App Store

3. On Automatic Downloads section, turn off the toggle next to Updates to disable automatic updates.

 

If you do not use the Wi-Fi Hotspot feature of your vehicle and want to benefit only from the infotainment feature, you simply can deactivate the Wi-Fi Hotspot feature (refer to “how can I optimize my data consumption?).

When your Ubigi SIM card is connected to the cellular data network (network bars with 3G / 4G icon appearing on your screen), you can use your on-board WI-FI service as well as your infotainment applications.

 

Some of these applications run continuously and when your smartphone / tablet is connected to the Wi-Fi signal, data is also consumed by them. This data is then automatically deducted from your Ubigi data plan.

 

We recommend disabling your Wi-Fi Hotspot option on your on-board screen when not using your internet connection (Wi-Fi and other connected applications onboard) so as to avoid unnecessary data usage.

 

To disable your Wi-Fi Hotspot option please follow the steps below:

 

In Control Touch Infotainment system:

1. From the vehicle’s touchscreen home menu, use the navigation arrows at the side of the screen to scroll through the menu.

2. Select Wi-Fi Hotspot

3. Uncheck Hotspot

 

In Control Touch Pro Infotainment system:

1. From the touchscreen home menu, tap the settings icon on the task bar.

2. On the SETTINGS window, select All settings.

3. In the ALL SETTINGS menu, select Features. (If you do not see Connectivity in the menu, select Features, then Connectivity).

4. In CONNECTIVITY, set the connectivity settings as shown: Hotspot: OFF

By following the instructions shown below on your infotainment screen, you may disable the Mobile Data function that will deactivate the linked internet connection of your Ubigi SIM card:

 

InControl Touch Infotainment system:

1. From the vehicle’s touchscreen home menu, use the navigation arrows at the side of the screen to scroll through the menu.

2. Select Wi-Fi Hotspot

3. Uncheck Data roaming

 

InControl Touch Pro Infotainment system:

1. From the touchscreen home menu, tap the settings icon on the task bar.

2. On the SETTINGS window, select All settings.

3. In the ALL SETTINGS menu, select Features. (If you do not see Connectivity in the menu, select Features, then Connectivity).

4. In CONNECTIVITY, set the connectivity settings as shown: Mobile Data: OFF

INVOICE

After purchasing a data plan from your Ubigi personal account, you will receive a payment confirmation by email.

On your bank statement, the purchase will appear as a charge done by Transatel. Ubigi is a service provided by Transatel.

If you need an invoice, please send your request by email to customer service enclosing the payment confirmation reference you have received, as well as your billing address.

You can contact your Ubigi customer service using the Assistance form.

MORE HELP

You can call or write to your Ubigi customer service using the Assistance menu.