Canadian Wireless Service Providers Decommissioning of 2G CDMA Network Services OnStar Dealer Q&A Canada Release External Statement (Intended to guide the development of communications materials for various audiences/channels; can be used as a reactive media holding statement) OnStar will enable the broadest deployment of 4G LTE in the automotive industry beginning with 2015 Chevrolet, Buick, GMC and Cadillac vehicles. OnStar is committed to delivering more value and convenience for our customers through the inventive use of technology. This new, purposeful solution will make it easier for our consumers who want to connect. OnStar is constantly focused on improving our service and with 4G LTE, we will enable the most powerful OnStar connection ever. As we integrate 4G LTE services in many of our 2015MY vehicles, OnStar has recently been informed that Canadian wireless service providers plan to decommission their 2G CDMA network services starting this year, with more significant actions commencing in mid-2015. OnStar currently depends on active and functioning 2G CDMA networks to deliver services. As a result, in order to continue to provide OnStar services without interruption, Canadian vehicles that do not have 4G LTE will need a hardware upgrade. OnStar is working with its suppliers and service providers on the necessary hardware upgrade solutions. No action is required by our customers at this time. We will communicate additional details about the hardware upgrade solutions for all of our Canadian customers and dealers by January 2015.
Dealer Q&A Q1: Why won t OnStar work in an OnStar-equipped vehicle after 2G CDMA service is no longer available? A1: OnStar has recently been informed that Canadian wireless service providers plan to decommission their 2G CDMA network services starting this year, with more significant actions commencing in mid-2015. OnStar currently depends on active and functioning 2G CDMA networks to deliver services in Canada. As a result, in order to continue to provide OnStar services without interruption, Canadian vehicles will need a hardware upgrade. Without a hardware upgrade, subscribers will be unable to obtain OnStar services if their vehicles are located in areas where 2G CDMA network services are decommissioned by the wireless service providers. OnStar began using the 2G CDMA network under contract with its primary wireless service provider in 2004 to provide communication to and from OnStar-equipped vehicles because it included the most extensive and reliable cellular coverage across Canada. Q2: Why are we notifying customers of this change now? A2: As part of our commitment to our customers we want to ensure they are aware of developments that may impact their OnStar services. OnStar has recently been informed that Canadian wireless service providers plan to decommission their 2G CDMA network services starting this year, with more significant actions commencing in mid-2015. OnStar currently depends on active and functioning 2G CDMA networks to deliver services in Canada. As a result, in order to continue to provide OnStar services without interruption, Canadian vehicles will need a hardware upgrade. Q3: How will my current customers be notified of this change? A3: OnStar will be contacting existing OnStar customers via email or letter starting on May 21, 2014. No action is required from the customer at this time. We will communicate additional details about the hardware upgrade solutions for all of our Canadian customers and dealers by January 2015. Q4: How many of my customers are affected by the shutdown of the 2G CDMA network? A4: OnStar does not provide this information in public settings for competitive reasons. Generally, though, subscribers will be affected if their vehicles are located in areas where 2G CDMA network services are discontinued by the wireless service providers. These shutdowns will occur over time in different areas of Canada. Q5: How large an area will be impacted by the shutdown of the 2G CDMA network? A5: Over time, wireless carriers will turn down all 2G CDMA networks in Canada. OnStar currently depends on active and functioning 2G CDMA networks to deliver services in Canada. As a result, in order to continue to provide OnStar services throughout Canada without interruption, Canadian vehicles that do not have 4G LTE will need a hardware upgrade. Q6: When will the shutdown of the 2G CDMA occur? A6: OnStar has recently been informed that Canadian wireless service providers plan to decommission their 2G CDMA network services starting this year, with more significant actions commencing in mid-2015. OnStar currently depends on active and functioning 2G CDMA networks to deliver services in Canada.
Q7: What model year vehicles might be affected by the wireless network changes? A7: All OnStar-equipped model year 2014 and older vehicles will be unable without a hardware upgrade - to access OnStar services once the 2G CDMA networks are decommissioned by wireless providers in particular geographic areas. OnStar equipped 2015MY vehicles that have 2G CDMA hardware will similarly be unable to access OnStar services once the networks are decommissioned, including: Chevrolet Traverse Chevrolet Camaro Chevrolet Express Buick Enclave GMC Acadia GMC Savana Certain Chevrolet Silverado HD Certain Chevrolet Spark EV Certain Chevrolet Suburban Certain Chevrolet Tahoe Certain GMC Sierra HD Certain GMC Yukon and Yukon XL Certain Cadillac Escalade and Escalade ESV Q8: Why are we continuing to build and sell vehicles with outdated technology? A8: OnStar strives to bring the latest technology to market as soon as it is technically possible. However, many factors affect the decision to place an earlier generation of equipment into a particular vehicle model versus a more recent generation of equipment. Factors include the vehicle development cycle, the electrical architecture of the vehicle and wireless network support from service providers. This is why, within a given model year, different vehicle models may have different generations of OnStar technology or equipment. Q9: Is OnStar /GM the only manufacturer to be impacted by this or are other automotive manufacturers impacted by the 2G CDMA EOL as well? If so, how? A9: We cannot comment on how the 2G CDMA EOL will affect others. Q10: What is the solution for consumers who currently have OnStar in their vehicle? A10: OnStar is working with its suppliers and service providers on the necessary hardware upgrade solutions. No action is required by our customers at this time. We will communicate additional details about the hardware upgrade solutions for all of our Canadian customers and dealers by January 2015. Q11: How will this affect the five-year Basic Plan services, including RemoteLink Key Fob Services? A11: The connected services provided by the Basic Plan, including RemoteLink Key Fob Services, will not be available if the vehicle is equipped with hardware that can only connect to the 2G CDMA network and the area is no longer served by that network. In order to receive OnStar services without interruption, Canadian vehicles that do not have 4G LTE will need a hardware upgrade. Once the hardware upgrade is obtained, OnStar Basic Plan services, including RemoteLink Key Fob Services, will resume for the remainder of the five-year term.
Q12: Will consumers have to pay to have their OnStar equipment upgraded? A12: Effective May 21, 2014, customers purchasing or leasing eligible new 2015MY and prior vehicles will be eligible for a hardware upgrade at no additional charge. OnStar has not finalized the packaging terms for customer owned vehicles or pre-owned vehicles that will be purchased or leased that will require a hardware upgrade. GMCL will provide details as we finalize solutions for our customers. Eligible new vehicles include all new MY vehicles currently in inventory, including Dealer-Owned Demonstrators (Standard/Flex Demonstrators and Extended Test Drive vehicles) and GMCL Company-Owned (PEP) vehicles. Q13: Dealer - What about the new vehicles currently in my inventory? A13: Effective May 21, 2014, customers are required to sign the OnStar 2G CDMA Eligible New Retail Delivery Customer Disclosure and Acknowledgement Form for all eligible new vehicle deliveries that require an OnStar hardware upgrade. Once hardware upgrade kits are available to dealers (target to begin in Q1 2015), eligible new vehicles on dealer lots which are currently 2G CDMA should be upgraded with the new hardware, at no additional charge to the dealer. Q14: What about the used vehicles currently in my inventory? A14: OnStar has not finalized the packaging terms regarding the potential hardware upgrade for used vehicles. We ll provide these details as we finalize solutions for our customers. Q15: What about the used vehicles we sell? Should we continue marketing the 3 Months On Us program? A15: The 3 Months On Us program will cease January 1, 2015. Additional information will be provided before then. Q16: How will our fleet customers be advised of this issue and how will they be notified? A16: Communication will be sent to fleet managers at the same time customers are notified. We will communicate additional details about the hardware upgrade solutions for all of our Canadian fleet providers by January 2015. Q17: Who will perform the hardware upgrade? Is there any additional training or tools required? A17: Additional information regarding the hardware upgrade process will be communicated at a later date. Q18: How do I identify what new vehicles in my inventory need to be upgraded? A18: All model year 2014 and older vehicle and model year 2015 vehicles with RPO R6N OnStar 2G Equipped will require a hardware upgrade once the CDMA networks are decommissioned. The R6N code is new and will start to show up on vehicle invoices starting May 21 st, 2014. Model year 2015 vehicles built or sold prior to May 21 st that are affected can be identified on GlobalConnect through the GM Vehicle Information System(VIS) vehicle build information by the RPO R6N.
All OnStar-equipped model year 2014 and older new vehicles and OnStar-equipped 2015MY vehicles that have 2G CDMA hardware will be unable to access OnStar services once the networks are decommissioned, including: Chevrolet Traverse Chevrolet Camaro Chevrolet Express Buick Enclave GMC Acadia GMC Savana Certain Chevrolet Silverado HD Certain Chevrolet Spark EV Certain Chevrolet Suburban Certain Chevrolet Tahoe Certain GMC Sierra HD Certain GMC Yukon and Yukon XL Certain Cadillac Escalade and Escalade ESV Q19: What do I tell customers who are purchasing or leasing a new vehicle today? A19: The vehicle you are purchasing or leasing today is equipped with OnStar hardware that operates on a 2G CDMA (Code Division Multiple Access) wireless network. Currently, OnStar depends on active and functioning 2G CDMA networks to deliver services in Canada. OnStar has recently been informed that Canadian wireless service providers plan to decommission their 2G CDMA network services starting this year, with more significant actions commencing in mid-2015. The connected services provided by OnStar will not be available if the vehicle is equipped with hardware that can only connect to the 2G CDMA network and the area is no longer served by that network. In order to receive OnStar services, Canadian vehicles that do not have 4G LTE will need a hardware upgrade. Once the hardware upgrade is obtained, OnStar services will be available in accordance with the upgrade package terms. Basic Plan services, including RemoteLink Key Fob Services, will resume for the remainder of the five-year term after the original vehicle delivery. OnStar will contact you to provide hardware upgrade details by January 2015. If you do not hear from OnStar by then, please contact OnStar at 1-888-4-ONSTAR (1-888-466-7827). You may also refer to onstar.ca for updates and additional details. OnStar s goal is to ensure our customers are able to continue receiving uninterrupted OnStar services. Q20: How does the 2G CDMA decommissioning in certain areas of Canada affect drivers from other areas of Canada and the U.S.? A20: Some drivers who travel in Canada where the 2G CDMA network has been decommissioned will not be able to connect to OnStar or access in-vehicle OnStar services.
Q21: Are there any vehicles that will not be able to be updated and continue OnStar services? A21: OnStar is working on solutions that are expected to cover all GM branded vehicles. Q22: For the MY 2015, how does a customer determine what kind of OnStar equipment is in their GM vehicle? A22: There are two ways to determine the type of equipment in an OnStar-equipped GM vehicle: a. Ask an OnStar Advisor Subscribers can press the blue OnStar button in their vehicle or call 1-888-4ONSTAR and ask the OnStar Advisor which OnStar equipment type was factory-installed in the vehicle. b. Contact a GM dealer A GM dealer will inform potential or existing customers about whether the OnStar equipment type is compatible only with the 2G CDMA network. Q23: When will GM convert to 4G OnStar equipment? A23: OnStar will begin introducing 4G LTE technology into GM vehicles beginning in summer 2014 on select MY2015 vehicles. Introducing new OnStar equipment onto a vehicle platform is a complex process. It is dependent upon aligning the timing of the vehicle-ready OnStar equipment with vehicle development plans. Because each vehicle has its own development and manufacturing schedule, not all vehicles receive the same OnStar equipment at the same time. Q24: Will the upgraded hardware be covered by a GM warranty? A24: This information will be provided when upgrade details are announced at a later date. Q25: Will customers be able to get their vehicle updated before service is shut off in their area? A25: OnStar s goal is to ensure that customers are able to continue receiving uninterrupted OnStar services. OnStar is currently working with wireless providers and others to continue to provide hardware upgrade or service solutions for Canadian OnStar customers. We will communicate additional details about the hardware upgrade solutions for all of our Canadian customers and dealers by January 2015. Q26: Is there a way for me to find out what areas will have 2G networks turned down and when? A26: OnStar will directly communicate to you when we know when your residence area will be affected by a shutdown of the 2G CDMA network. This information will also be available at onstar.ca and you can call 1-888-4-ONSTAR for French or 1-877-935-8717 for English for more information. Q27: When will we be provided further information and details on the 2G CDMA shutdown and hardware upgrade? A27: We expect to communicate additional details about the hardware upgrade solutions for our Canadian customers and dealers by January 2015. Q28: What do I need to do to ready my staff for this change? A28: You need to ensure that your staff is aware of this upcoming network change and that they communicate the potential need for a hardware upgrade to prospective customers. Your staff will need to ensure that each new vehicle customer signs the OnStar 2G CDMA Eligible New Retail Delivery Customer Disclosure and Acknowledgment Form so that they are aware that a hardware upgrade is required for continued OnStar services.
Q29: Will my vehicle work in the US? A29: 2G CDMA is expected to remain active in the U.S. over the next several years. Q30: As a dealer, how will I know when carriers in my area will sunset their 2G CDMA networks? A30: OnStar will communicate directly with dealers once information is provided by the wireless provider.