, 2019-07-05 00:05:51

Car-Net FAQ.

Guide & Inform.

Find answers to the most frequently asked questions about Volkswagen Car-Net Guide & Inform.

What costs can I expect?

The first three years of use are free of charge for the original purchaser of the vehicle. The services can be used without any further obligations, so long as the customer registers for use within 90 days of taking ownership of the vehicle as the original owner. After this period, use of the services can be extended at a charge of EUR 79.00 per year. To use the services, Internet access via a mobile network is required, for which additional costs may arise for data transfers (especially when abroad). Please make enquiries with your mobile network provider beforehand as to whether your mobile phone contract includes an agreement regarding data usage. Volkswagen recommends a mobile data flat rate. The contract is always bound to the vehicle, which means that if a contract holder sells their vehicle within the contract period, the new owner can use the services for the duration of the remaining period.

Do I have to conclude a separate contract for the services?

Yes, for Guide & Inform a separate contract is necessary, which is concluded during the registration process on the Car-Net customer portal. The services are free of charge for the original purchaser of the vehicle for three years. The contract is always bound to the vehicle, which means that if a contract holder sells their vehicle within the contract period, the new owner can use the services for the duration of the remaining period.

How do I configure my vehicle so as to be able to order/use the services?

To be able to use the Guide & Inform services, at least one of the navigation systems ("Discover Media" or "Discover Media Plus") must be ordered. You can either use your smartphone as a hotspot for the vehicle via wireless Internet, select the optional extra multimedia services "wireless Internet access" or set up an Internet connection using a UMTS stick. The UMTS stick and the optional extra multimedia services "wireless Internet access" both require a SIM card, purchased from a mobile network provider, in order to establish an Internet connection.

Which Internet connection does the vehicle use?

There are several ways to set up an Internet connection through the vehicle:

1. You can couple your mobile telephone to the navigation system via wireless Internet. To do so, your Internet-ready mobile must be capable of establishing a personalised wireless hotspot. The navigation system then has to be coupled with the hotspot.

2. You can insert a UMTS stick with integrated SIM card (with data tariff) into the USB port. The SIM card for the UMTS stick should be purchased from a mobile network provider.

Are these services available in all European countries?

No, differences and partial restrictions exist between countries. More detailed information is available in the service availability list on our homepage: Link to your local Car-Net page

How can I check if my current mobile phone is compatible with Car-Net?

Your mobile phone is compatible with Car-Net if it is capable of setting up a personal wireless hotspot. To find out if your mobile phone possesses this function, consult the instruction manual or make enquiries with the mobile phone manufacturer.

Can I order the services for any Volkswagen Commercial Vehicles model?

No, Car-Net services are currently only available for selected models. The supported Volkswagen Commercial Vehicles models and the available services packages, can be viewed at Link to your local Car-Net page

Can I order the Car-Net services individually?

No, the services are only available as a package.

Is it possible that services will not work, even when all the requirements have been fulfilled?

This is possible in theory; however there are various, often temporary, reasons for this, such as having no network connection while driving in a tunnel or underpass, or disruptions to the mobile provider's network. Please check that you

  • have registered for using the services on the Car-Net customer portal,
  • have added your vehicle to your customer account on the Car-Net customer portal and
  • are within the term of the contract.

Please note that our servers responsible for supplying the service are subject to maintenance at regular intervals. This normally takes place at night. During this time, the services are unfortunately unavailable for a brief period.



Can the data transfer quality vary depending on location?

Yes, it can. Depending on the location, the quality of the network/Internet connection varies, and so too the transfer speed. Mobile network coverage sometimes differs substantially according to the region and mobile network provider. You can obtain information about the mobile network standards and network coverage used from your mobile network provider. Other factors can also have a considerable influence. In underground car parks or tunnels, for instance, connection is sometimes not possible or of poor quality.



What data is collected and stored in connection with the use of Car-Net services?

Data related to the use of Car-Net services Volkswagen AG collects, processes and stores information in so far as it is necessary for the content-related design and utilisation of the services. The services* are explained below. In some cases, Volkswagen AG may commission a third party to execute the services. For this purpose, the data described below will be transferred to the commissioned third parties. Volkswagen AG does not pass on customer information (e.g. name and address) or the vehicle identification number (chassis number) to third parties.

Online POI Search
For the Online POI Search, the geo-coordinates of the selected position, the search radius, and selected language of the vehicle is transferred to Volkswagen AG, and from there to a search service commissioned by Volkswagen AG.

Online Traffic Information
Online Traffic Information displays the latest traffic situation on the navigation system. This information is supplied by a traffic service commissioned by Volkswagen AG. When updating the traffic information, the vehicle transfers information such as the geo-coordinates, driving direction, speed, temperature, rainfall, date and IP address to the traffic service.

Destination Import
The POIs compiled by the user in the Car-Net customer portal are made available by Volkswagen AG to be retrieved via the vehicle. They will be stored until deleted by the user in the Car-Net customer portal. When the user searches for POIs on the Car-Net customer portal map, this request is transferred to a map service commissioned by Volkswagen AG.

Personal POI
No data is transferred to a third party when importing a personalised favourite list into the Car-Net customer portal.

Weather forecasts for the current vehicle location, the navigation destination or a location of choice are supplied by a weather service commissioned by Volkswagen AG. For this enquiry, the vehicle transmits the geo-coordinates of the location of choice, together with language and units of measurement settings, to Volkswagen AG. From there, the information is forwarded to the weather service.

The user can subscribe to news channels in the Car-Net customer portal, and access them later in the vehicle. The user can choose newsfeeds and news categories. When the news is accessed in the vehicle, the user's configured selection is transferred to the selected newsfeed providers.

Vehicle Health Report
Vehicle Health Reports are requested by the user via the Car-Net customer portal, and supplied by the vehicle. They can be deleted by the user.

* The actual availability of individual services depends on the vehicle model and the selected equipment Status: 26 August 2014



What is the scope of the individual services?

Online POI Search
This service helps to improve searches for points of interest via a GoogleTM online query using significantly more up-to-date information. All relevant POIs in the search radius are presented in a clearly arranged list. This service displays detailed information about the destination, e.g. the current distance and the address, whereby it is possible to save the result, a contact telephone number, or the option of starting the navigation to the destination.

Online Traffic Information
The latest traffic information provides drivers with an excellent overview, allowing them to dynamically adapt their route. The service supplies current information relating to the traffic situation, accidents, roadworks, traffic jams, and easing of congestion practically in real-time. Traffic data is shown on a graphic display with coloured background. Detailed information – together with the expected delay – can be displayed. Traffic reports allow for activated, dynamic route guidance, so that an optimal alternative route can be computed, if necessary.

Destination Import
Users can select individual POIs via the Car-Net customer portal, and transfer these to the navigation system. Individual POIs might include the addresses of friends, business partners or favourite restaurants, for instance. POIs can be set by inputting the address, saving the results of the integrated GoogleTM address search or selecting a coordinate of choice on the integrated GoogleTM map.

Personal POI
This service allows users to create personalised POI favourite lists via the Car-Net customer portal, and transfer these to the navigation system. Favourite lists may include: local accident black spots, restaurant chains, fuel stations, excursion destinations etc. They can be created using sources from the Internet or collections of special destination lists on your computer, for instance. These lists can be uploaded to the Car-Net customer portal and sent from there to the vehicle.

Current weather information is displayed on the navigation device. The service supplies information about the weather at the current of destination location, with detailed weather reports or a forecast for several days. In addition, the service can display weather reports for selected locations on a map, illustrate weather warnings in a weather report, and show an up-to-date precipitation radar.

News channels, previously subscribed to on the Car-Net customer portal, are displayed in the navigation system. Newsfeeds (RSS feeds) can be entered and selected on the Car-Net customer portal or imported separately from other providers, before being sent to the vehicle.

Vehicle Health Report
Data relating to vehicle use (e.g. the next inspection, warnings displayed in the instrument cluster) can be retrieved from the Car-Net customer portal. It is possible to obtain and manage (archive) detailed vehicle health reports in the Car-Net customer portal. A vehicle health report contains information including error messages from the engine, the light system, driver assistance systems etc. (similar warning messages in the instrument cluster, analogous to vehicle log book). Information relating to the error messages can also be viewed.

Fuel Info
In addition to the destination coordinates for the navigation system, other information is available, such as the current fuel prices at fuel stations in the area. The vehicle's fuel type is automatically identified and displayed. The fuel station company, distance away, direction, and current prices are listed. Furthermore, the selected fuel station can be imported as a destination in the route guidance system, stored in saved destinations and contacted by telephone. You also receive the latest price updates, and the prices for other fuel types.

Parking Info
This service shows you all parking spaces, including both public spaces and car parks. The overall number of spaces and the number of free spaces are displayed. Moreover, all ot her available information is listed, e.g. distance away, opening times, and prices.



What should I pay attention to when I am selling my Car-Net-compatible vehicle?

The contract for mobile online services is tied to the specific Car-Net-compatible vehicle and thus transfers to the new owner in the event of the car being sold or ownership being changed. It cannot be carried over to another Car-Net-compatible vehicle. When selling or otherwise permanently transferring ownership of the Car-Net-compatible vehicle to a third party you should first

  • delete your personal data stored in the navigation system,
  • remove your hardware (SIM card/Volkswagen CarStick) from the Car-Net-compatible vehicle,
  • and delete the Car-Net-compatible vehicle from your user account on the Car-Net customer portal (Link to Car-Net customer portal in your local language)
In the overview, one functional area is displayed in yellow, although most functional groups are in green. Why is this?

The status indicator in the overview always corresponds to every functional group in a functional area. As soon as even one functional group registers as yellow or red, this affects the status of the whole functional area. This helps you to identify where faults have occurred right from the start page of the report.



Can I download the report onto my own computer?

Yes, every report can be downloaded as a PDF.

Can I print out the report?

Yes, it is possible to print every report by pressing the "Print" button.

Do I have to abide by the information in the headline and the recommendations in the message line?

This is a recommendation, not an instruction. Please pay attention to the information in your log book. Direct messages in the vehicle and advice from the log book are the primary media. However, we advise following the information and recommendations, especially in the event of serious system faults, in order to prevent greater damage to your vehicle. Please be aware that by ignoring faults you may put yourself and your passengers into danger.



Can I only ever see the latest report?

No, every report is archived and stored for 24 months. The storage capacity is limited to 50 vehicle health reports.

Does my vehicle always send the latest data?

No. The data is only ever sent to the Car-Net customer portal shortly after the engine has been switched off, provided there is a mobile network connection at the time. Therefore, if you have not started your vehicle for five days, for example, then this data will also be five days old. Please always pay attention to the information in the instruction manual and the messages on your vehicle's instrument panel.

What information does the report contain?

Aside from vehicle data (chassis number, mileage) the vehicle health report contains the particular status of the warning lamps in the instrument cluster (a selection, e.g. a bulb is defective) and information relating to the next servicing, at the time of report generation.

How do I receive the report?

By requesting it manually via the Car-Net customer portal. It can be viewed there on your personal account at any time. To do so requires successful registration for the Car-Net customer portal and either the coupling of your smartphone with your vehicle or a SIM card in your vehicle, so that there is a network connection. All the necessary data can then be subsequently determined and the report created.

Is it possible to navigate to a chosen fuel station?

Yes, when you select a fuel station from the list, its address details will automatically become the destination in the navigation system.

What information does the server provide me with?

It specifies the current prices and location.

Which fuel types are displayed?

All of the information provided by a fuel station is displayed. This means that, depending on the circumstances, in addition to the usual fuel types, such as diesel, super and super E10, other fuel types, such as natural gas or special diesels like Shell V-Power, may also be listed.

How up-to-date are the prices?

Prices are provided virtually in real-time.

How does the search work?

The search can be activated manually by the driver or automatically when fuel goes below a defined tank level.

How does the service Personal POI differ from Destination Import?

The Destination Import service only ever explicitly uses a destination address, which has been input beforehand and illustrated on the map on the Car-Net customer portal. This procedure is comparable with selecting a destination address on a conventional navigation device. The advantage here lies in being able to comfortably select and input your destinations on your computer. By contrast, the Personal POI service works exclusively on the basis of lists. This means that it always sends complete lists of address information to the vehicle. It is possible to compile these lists yourself or to download them from numerous portals.



What information do I receive about the selected destination?

The destinations contain a name and the address, as well the geographic coordinates for internal processing in the device (if a clear classification of the address was possible on the Car-Net customer portal).



What advantages does this service offer me?

It gives you the option of sending specific navigation data and addresses from your computer to the vehicle before setting off on your journey. You are able to search for the exact addresses of landmarks, e.g. the Brandenburg Gate, as well as your hotel and restaurants, in the comfort of your home before you set off on your journey and send these to your vehicle.



How do I specify an online destination in the Car-Net customer portal, and how do I then transfer this to my vehicle?

The section Destination Import in the Car-Net customer portal allows you to search for a destination using free text or by inputting a specific address. From the displayed hits you can store one or more destinations by clicking on the "Save" button. Afterwards, send all the destinations to your vehicle by clicking on the button with the corresponding symbol (vehicle with arrow). If you would like to send the destination directly from the results list to the vehicle, this is also possible by clicking on the same button. The sent destination will simultaneously be saved in the Car-Net customer portal. The next time that you start your vehicle ignition, and connect to a mobile network, the sent destination will be automatically download to the vehicle and available for use.



How many destinations can I save in the vehicle?

A total of 500 storage spaces are available in the vehicle. However, these are not only used for navigation and online destinations, but for telephone contacts, too.



How does this differ from the POIs saved in "Discover Media" and "Discover Media Plus" (without Car-Net)?

The POI search takes place in the same way as a GoogleTM search on the Internet. This ensures that the search is more up-to-date, and that more results can be displayed.



Is it possible to import one's own POIs?

Unfortunately, this is not possible with the Online POI Search service. However, you can search special destinations in the comfort of your own home using the Destination Import service, and then send these to your vehicle.

How many POIs can I save?

The destination storage is used by two services. For on-board destinations (found via a Google™ POI search in the vehicle), as well as for destinations from the Destination Import (via the Car-Net customer portal from home). Both "Discover Media" and "Discover Media Plus" have a memory capacity of up to 100 entries.



What information do I receive about the POIs?

Depending on the special destination, along with the address and the current distance from the destination, the opening times and the telephone number will also be displayed, if these are available. This allows you to call the destinations directly from the search.

Is it possible to import your own POIs?

Personal POIs cannot be imported using the Car-Net functions. Alternatively, these personal POIs can be imported using an SD card. To do so, the available POI data must be converted into a Volkswagen-compatible format using the NAV Companion on the Car-Net customer portal, and stored on an SD card. When the SD is inserted into the SD card slot, the personal POIs can be copied to the navigation system, where they will be available for use.

Do Volkswagen or Google™ save my POIs?

No, your personal POIs are not stored by Volkswagen or Google™.

Can I select multiple search areas at once?

No, this is not possible.

How do I select a search area?

You have a choice between the search areas "Location radius", "Destination radius" or "Address radius".These can be selected from the drop-down menu.



Can I search for different POIs simultaneously (e.g. restaurants and cafés)?

It is possible to find destinations using the free text search, and it is of course possible to input different terms one after another into the same search mask. With respect to this, however, it should be noted that the results may deviate significantly from the desired destination, if the terms are not logically connected to each other.

What is the search radius?

The search encompasses a 10 km radius of your current location.



Is it possible to navigate to the parking space in question?

Yes, you can either save the destination or start the navigation system using the start button.

Which parking spaces does the service show me?

The service shows you all parking spaces, including both public spaces and car parks. The overall number of spaces and the number of free spaces are displayed. Moreover, all other available information is listed, e.g. distance away, opening times, and prices. Please note that the maximum clearance height of the car park may be lower than the height of your vehicle.

How up-to-date is the data?

This depends on the provider of the parking space or car park in question. They determine how often the data is sent.

Does the navigation system take into account weather information, e.g. by avoiding areas weather warnings are in place?


Which information is displayed?

Current temperature, wind direction and speed, precipitation level, and the weather conditions (sun, showers, etc.) are shown. The weather conditions, temperature, and likelihood of precipitation for the next three 6-hour period are also forecasted. The weather conditions, the min. and max. temperatures, and the likelihood of rain also serve as parameters for the next two days.



How far in advance is the forecast?

The data covers the current day, as well as a forecast for the two days following.

About which places is the service able to inform me?

The service supplies weather information at the current location and at the destination.

Where does the traffic information come from?

This up-to-date information is purchased from an external service provider. The data is determined from the anonymised movement profiles of mobile phones, smartphones with online navigation apps and online navigation systems, and this is used to calculate the traffic situation. Data from a certain amount of mobile phones and navigation devices must be transmitted in order to evaluate the traffic situation. This enables a meaningful representation of the traffic situation. In addition, information from road sensors, traffic control centres and accident reports is gathered and used.

How up-to-date is the information? Is the easing of congestion also displayed?

The traffic data in the system is updated at least every five minutes in this system. The easing of congestion is accounted for, and traffic flow information is adapted accordingly, so that the driver is always up-to-date with the latest situation.

How does this differ from data from the standard TMC or TMC pro?

TMC data is based exclusively on traffic reports from automobile associations, traffic control centres, and the police. The TMC pro also accesses data from induction loops in the asphalt, sensors mounted on bridges, and fleet vehicles as an additional source of information. Both systems have considerable delays in comparison to the online traffic system, and are only updated every 30 minutes. Furthermore, the easing of traffic jams is not reported, rather this congestion simply disappears after a certain period of time.

Is the entire road marked or only the driving direction in question?

Each driving direction is displayed separately so that two different colours can be clearly visible in each street.

Does it display the time lost due to delays or the length of a traffic jam?

For each traffic disruption you can display additional information by tapping on the traffic symbol. Here, the length of the traffic jam, as well as the current delay time, are provided.

Does the system automatically navigate me around the traffic disruption or congestion?

When dynamic route guidance is activated, congestion information and the resulting delay time are taken into account. The system then informs the driver via a text notification "Your route has been updated due to current traffic information".

What do the coloured markings on routes and roads mean?

Green roads: Currently no traffic disruptions are reported on this route section. Yellow roads: This route section is experiencing increased traffic volumes with heavy traffic. Orange roads: This route section is experiencing traffic disruption with slow-moving traffic. Red roads: This route section is experiencing considerable traffic disruption with traffic at a standstill. Dotted roads: This route section can only be used in limited circumstances, e.g. for construction work, lane narrowing, etc. Roads with coloured road signs: Navigation is active and the route is being adjusted. Specific information is displayed by tapping on a coloured road sign. Roads without road signs: Navigation is active but the route is not being adjusted.

Can I also read news while driving?

Yes, for Europe it is permitted to also use the service while driving.

Can I delete newsfeeds?

Yes, however only via the Car-Net customer portal, and not in the vehicle. There are two types of deletion. On the one hand, there is the removal of feeds that are already available in your vehicle, and on the other there is the complete deletion of feeds from your personal account. The feed is removed from the vehicle by clicking on the "Remove" button in the vehicle list, however, it remains available on the Car-Net customer portal, and can be re-sent to the vehicle without any problem. This is useful when you have reached the maximum number of feeds, and would like to swap one feed for another. In contrast, if you wish to completely delete a feed from your account, you must first remove it from the vehicle before subsequently deleting it using the "Remove feed" button (recycle bin symbol) in the Car-Net customer portal.

What is an RSS feed?

An RSS feed is a direct news channel from a particular news provider straight to you. Whenever the provider publishes an article, it is sent over this channel, and you receive a notification from a practical utility or Internet site. In this way, you receive every article as with a newspaper subscription.

Which news can I subscribe to?

You can subscribe to all RSS feeds free of charge when you have the correct feed URL (Internet address), e.g. the RSS feed of the Volkswagen Group: (ENTER LOCAL LINK!) Volkswagen AG hereby expressly declares that at the time that this link was established, no illicit content was recognisable on the linked site. Volkswagen AG has no influence over the content of the RSS feeds that the user independently loads onto the Car-Net customer portal and vehicle.

How do I receive news in my vehicle?

After successfully searching for the URL, you can save it in the Car-Net customer portal. Afterwards you can send this RSS feed to the vehicle by clicking on "Add". The feeds are now available in the navigation device of your vehicle if your vehicle has an existing mobile network connection. Go to the Car-Net function area via the infotainment button "NAV". Click on the "News" function area in order to access all the subscribed news channels.

How many news channels can I save?

You are able to save up to ten RSS feeds in your vehicle.


Find answers to the most frequently asked questions about Volkswagen Car-Net App-Connect.

What is App-Connect?

App Connect enables your smartphone to connect with the infotainment system of the vehicle and mirrors the display of your mobile phone onto the radio or navigation system via a USB cable.

Which radio and navigation systems is App-Connect available for?

App-Connect can be ordered with "Composition Media", "Discover Media" and "Discover Media Plus".

Which apps can be mirrored in the vehicle with App-Connect?

Apps compatible with App-Connect include MirrorLink apps by CCC (including the VW apps My Guide, Drive & Track, Shared Audio and Call & Remind, as well as apps from cooperating partners such as Glympse, Aupeo, miRoamer and Parkopedia), CarPlay by Apple (including Telephone and News) and Android Auto by Google™ (including Spotify and Threema). Status: May 2015

Can I also couple a tablet computer (iPad etc.) with the vehicle?

In order to use a tablet, it must be compatible with App-Connect. You can find of list of those devices, which have been tested for Volkswagen compatibility, on Volkswagen's websites.

Does the hands-free function automatically function with a coupled smartphone, or do I have to connect this additionally via Bluetooth as is usually the case?

To use the hands-free function of the smartphone, this must be coupled via Bluetooth as per usual.

Do I have to install special software on my smartphone to be able to use App-Connect?

You simply have to install apps compatible with App-Connect on a smartphone which is compatible with App-Connect.

Does my phone have to be permanently active to view my apps in the cockpit (i.e. not in stand-by mode)?

In App-Connect, the apps run on the smartphone and are merely displayed on the touchscreen of the vehicle. With some smartphone brands, the screen of the phone will switch off while the display will continue to be visible on the touchscreen of the vehicle. The precise behaviour of the phone depends on the particular smartphone.

How can I identify the apps that have been approved for App-Connect?

For Volkswagen's own App-Connect apps this information will be made available on the Volkswagen Car-Net website. Apps compatible with App-Connect can also be found with an appropriate search, e.g. in the Google TM Play Store. An appropriate description of the app remains a matter for the app provider.

How many apps are there that can currently be mirrored onto the vehicle display?

Apps compatible with App-Connect are offered by automobile and smartphone manufacturers, as well as independent third party providers. For this reason, the precise number of apps is not known.

How do I obtain the Volkswagen apps?

Volkswagen apps can be downloaded onto the phone in the usual way through the GoogleTM Play Store. Volkswagen also supplies information on individual apps, as well as links to the GoogleTM Play Store, on the Car-Net website.

Is it possible to continue navigation after leaving the vehicle?

Yes, you can navigate to the destination using the app even after leaving the vehicle.

Can the app also guide me back from the destination to the vehicle?

Yes, simply start navigating back to the parking space.

What information can I retrieve about my destinations?

My Guide supplies a variety of information relating to your destination, including everything from the exact address to the opening times. Information and search criteria for your destinations include:

  •  Seven different recommendation categories
  • Results according to category and sub-category
  • Information relating to distance and direction
  • Customer ratings
  • Opening times
  • etc.


How many users can simultaneously create a playlist?

A playlist can be created by up to four users at once.

Which data can be added to the playlist?

All conventional audio formats such as MP3 and AAC are supported. Compatibility may vary according to the smartphone manufacturer.

What is the maximum number of tasks that can be saved?

In total, as many as 1000 songs can be stored in one playlist.

Is it possible to create a common playlist with different operating systems?

Currently, the Shared Audio app exists exclusively for the Android operating system.

Can all the functions also be used while driving?

No, the service only allows tasks to be created when the vehicle is at a standstill. However, created tasks can be viewed while driving.

What is the maximum number of tasks that can be saved?

The system can save up to 1000 tasks.

How are tasks created?

This can be done either via the app on the smartphone or directly through the touchscreen display in the vehicle.

Does the app automatically access contacts in the smartphone?

On request, the service can synchronise all the contacts on the mobile phone.

Which functions does the Drive & Track app offer me?

With the Drive & Track app, it is easy to create route data, vehicle data, and voice memos about your journeys.

Which functions are available to me on my smartphone?

Drive & Track offers you interesting functions, even when you are not behind the wheel:

  • Analysis of routes travelled (including detailed information and calendar display)
  • Comparisons of your completed journeys

According to what criteria are waypoints created?

Waypoints are automatically created using data such as speed, steering angle, and uphill and downhill inclines.