Fleet News

TomTom Live issues hit Mazdas

Mazda and TomTom have been working to solve a problem with TomTom Live services on some cars which resulted in both companies being inundated with complaints from drivers and owners.

Mazda CX-5 and Mazda6 models equipped with integrated TomTom satellite navigation receive a three-month free subscription to TomTom Live services, which provides traffic information updates every two minutes and a route change alternative to avoid traffic jams.

Customers have the option to extend this service after three months with a paid-for subscription.

However, many Mazda drivers have encountered problems with TomTom Live. A number of drivers have also contacted Fleet News with their complaints.

A Mazda spokesman told Fleet News: “We are aware of a few issues relating to some of the TomTom navigation units fitted to a small number of Mazda6 and Mazda CX-5 vehicles.

“These issues do not affect the standard navigational aspect of the TomTom and the unit will continue to function correctly for guidance.”

Mazda claims that some of the issues identified by its customers have already been resolved. The remaining concerns are being addressed “with the full cooperation of TomTom”.

“We are treating this with our highest priority,” the spokesman added. “We expect a full resolution to all the outstanding issues as soon as possible.”

Mazda advises any customers experiencing a fault to contact their local Mazda dealer or TomTom for over-the-phone diagnostics or for a preliminary dealer check. It is possible that a solution is readily available. 

“The majority of the issues surround the TomTom Live services,” it said.

“We would reiterate that the guidance function of the sat-nav is working correctly and is not affected.”

A TomTom spokesman told Fleet News: “TomTom and our partners are putting a lot of effort into finding the root cause and solving the Live issues customers are experiencing.

“We take the customer very seriously, so we are planning a fix for this very complex issue and we are investigating further improvements. Unfortunately we cannot provide a timescale yet, butwe want to assure customers that this is being given a lot of attention.”

Comments from fleetnews.co.uk

“Live services are failing every two minutes on the Mazda CX-5 and both Mazda and TomTom seem unable to resolve the issue. Desperately needs sorting with a recall. Disgraceful that this is happening in 2013 on a new £30,000 car.”
John Slother

“I took delivery of a new Mazda6 Sport Nav in April this year, paying extra for the Nav version, and Live Services have worked for only four weeks maximum. Mazda does not know what’s wrong or how to fix it and have offered me nothing in recompense.”
Mike Kilby

“I have had no Live services since purchasing a CX-5 more than a month ago (it’s the same TomTom NB1 unit). After a lengthy email exchange with TomTom customer services and following their reset instructions – which made the problem worse by rolling back software updates – it decided to blame the hardware and direct me to Mazda. Funnily enough it then randomly started working again at the weekend after I had told them to cancel my pointless £55 Live Services subscription.”
Bruce Cairns

Login to comment


  • Phil - 21/11/2013 14:30

    This news is already one week old. Where is the update from TomTom and Mazda? If no response is yet available its yet again poor service from TomTom who is to blame here.

  • David Purves - 10/03/2014 10:17

    My Mazda3 sat nav has been into dealers twice as the sat nav never shows where I actually am.Bluster and guessing going on at dealers

  • Sandra Stanton - 27/08/2014 18:29

    My live services have suddenly stopped and now my phone Bluetooth connection which used to be brilliant is not working either. So frustrating. where do I go to get this sorted the Dealer

  • Tom cannon - 07/01/2015 20:22

    Same problem, Tom Tom Live useless

  • simon simondo - 28/01/2015 16:05

    poor Bluetooth function useless unless your stationary and cant connect to live services even after waiting for 10 minutes Pity as dam good car form a company cr tax point

  • G Maclean - 20/08/2015 13:34

    I have just taken delivery of a 2015 Mazda 6 Sport Nav 175. Having updated the SD CARD on the first day the system failed completely and Mazda UK are aware but haven't a clue how to fix it. No contact other than an apologetic salesman who can only shrug his shoulders when asked when the system will be repaired. Mazda UK take the money but existing customers take a back seat to new ones it seems I now want to seeking legal advice as the car is not to spec as ordered.

  • Richard Moore - 21/08/2015 20:30

    I have a Mazda 6 Se nav with the tom tom system fitted, car is a 2014 model. Radio reception is rubbish, sat nav symbol wizzes around all over the place, sometimes freezes completely, usually miles away from where the car actually is, but only when it is sunny! I would love to hear from any one else having similar issues as Mazda have checked the car and can find no fault, and say they have no other instances of this.

Compare costs of your company cars

Looking to acquire new vehicles? Check how much they'll cost to run with our Car Running Cost calculator.

What is your BIK car tax liability?

The Fleet News car tax calculator lets you work out tax costs for both employer and employee