SOS Button

Faults and Technical chat for the Volvo XC40
squint
Posts: 183
Joined: Tue Mar 31, 2020 9:55 pm

Re: SOS Button

Post by squint » Tue Jun 30, 2020 12:05 am

Moss wrote:
Mon Jun 29, 2020 11:59 pm
squint wrote:
Mon Jun 29, 2020 11:39 pm
Moss wrote:
Mon Jun 29, 2020 10:32 pm


The link in my previous message opens a webpage from the official EU website, sir. You are completely free to believe a seemingly hesitant VOC operator rather than the European Union website, but I’m afraid the hesitant operator was simply wrong, unless there would be a reason for Volvo UK to redirect (or try to redirect) the E-Call to the VOC system. Anyhow, if such a reason exists, I have no knowledge of it. The only remote possibility that comes to mind is that it has something to do with Brexit (hence the lack of communication?) but quite sincerely, I would be very surprised if it did.
Well.......


https://www.volvocars.com/uk/support/ar ... 510c26bbbc
Yes, I’ve seen that. This is actually about the VOC (Volvo On Call) system.

The E-Call system (i.e. the SOS button) that we are talking about is not a Volvo system, as you can read on the EU webpage. So clearly, VOC and E-Call (SOS button) are two very different systems.

As I said before, I do not understand why Volvo (Volvo UK, in fact) seems to not inform its clients much better on the E-Call system. Can you think of a reason ? Would this possibly have something to do with Brexit, i.e. with the UK possibly disconnecting from the (European) E-call system, so that Volvo UK redirects the E-Call SOS button to VOC ? Your guess is as good as mine.
But it specifically states:

“Via the SOS button

In an emergency, keep the SOS button depressed until you get through to the Volvo On Call service centre, as long as your car is connected. Contact is established with an operator at Volvo On Call who can assist by calling the police, ambulance or other appropriate service . The operator keeps in contact with you until help arrives.“
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Silver Moose
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Re: SOS Button

Post by Silver Moose » Tue Jun 30, 2020 12:05 am

:D :D :D
I take everything back. I thought Moss knew something the rest of us didn't :D

Thank you Moss for revealing your short-sightedness and, thank you Whiterdesign for confirming that VOC is, in effect, a third party.

ALL new cars from 04/18 should be able to call the EMERGENCY SERVICES in the event of an accident.

The emergency services are subject to continuous and stringent checks to ensure they can respond within the desired time frame - a third-party call centre is not held to the same standards.

I now disregard everything Moss has had to say on the subject & await a response from Volvo to my email above.

@Notsure PLEASE tell us you have filed a complaint with DVSA
Last edited by Silver Moose on Tue Jun 30, 2020 12:19 am, edited 1 time in total.
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Whiterdesign
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Re: SOS Button

Post by Whiterdesign » Tue Jun 30, 2020 12:14 am

Squint, VW own 75.1% of the company so it’s Vw controlled

Moss
Posts: 29
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Location: Belgium & France

Re: SOS Button

Post by Moss » Tue Jun 30, 2020 12:18 am

squint wrote:
Tue Jun 30, 2020 12:05 am
Moss wrote:
Mon Jun 29, 2020 11:59 pm
squint wrote:
Mon Jun 29, 2020 11:39 pm


Well.......


https://www.volvocars.com/uk/support/ar ... 510c26bbbc
Yes, I’ve seen that. This is actually about the VOC (Volvo On Call) system.

The E-Call system (i.e. the SOS button) that we are talking about is not a Volvo system, as you can read on the EU webpage. So clearly, VOC and E-Call (SOS button) are two very different systems.

As I said before, I do not understand why Volvo (Volvo UK, in fact) seems to not inform its clients much better on the E-Call system. Can you think of a reason ? Would this possibly have something to do with Brexit, i.e. with the UK possibly disconnecting from the (European) E-call system, so that Volvo UK redirects the E-Call SOS button to VOC ? Your guess is as good as mine.
But it specifically states:

“Via the SOS button


In an emergency, keep the SOS button depressed until you get through to the Volvo On Call service centre, as long as your car is connected. Contact is established with an operator at Volvo On Call who can assist by calling the police, ambulance or other appropriate service . The operator keeps in contact with you until help arrives.“
Yes, I’ve seen that. The problem is that E-Call (the SOS button) is a system that calls the emergency services direct ; it does not go via a car brand on call system. If it seems to do so in the UK, there must be a reason.

But OK, if you do not believe the EU website, then any further discussion is senseless.

Silver Moose
Posts: 259
Joined: Wed Dec 26, 2018 9:10 am

Re: SOS Button

Post by Silver Moose » Tue Jun 30, 2020 12:23 am

Moss wrote:
Tue Jun 30, 2020 12:18 am
any further discussion is senseless.
Yaaaayyyyy.......you got something right.

Next time......RTFM



Edit: As an aside, the manual you are so reluctant to read (which clearly states it calls VOC) relates to market type A. This market, whilst there maybe an overlap, is not just EU.

Brexit obsessives can look away now:

https://www.volvocars.com/uk/support/to ... -countries

Edit 2: Now that I have read your link (one of us had to), I see that a 3rd party (PSAP) can be appointed. This PSAP is supposed to respond to emergency calls as quickly as 112 but, I expect Volvo will go slippery shoulders on this one & refuse to accept anecdotes from a forum.

On a positive note, I have phoned VOC in the past and they've answered promptly - maybe all we need is the button to dial the correct number???
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squint
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Re: SOS Button

Post by squint » Tue Jun 30, 2020 5:08 am

Anyway - although it’s “interesting” how the SOS button works - at the end if the day it clearly doesn’t for some - maybe it does for others - but now it appears to be a potential major safety problem.

I made my dealership aware of the problem roughly three months ago - who then consulted Volvo. We were eventually told the problem was a “network problem” and only my car was affected. I kept asking for an explanation as to why only my car had been affected if it’s a network problem when they had continually maintained my car was working 100% perfectly, but never had an answer. The dealership refused to try another of their cars or let me press the SOS button on the XC60 they loaned to me - of course I could have done but I did not want to hinder my rejection- although I’m unsure how it could.

I have told Volvo and the dealership that I consider they have a moral - and I assume but I don’t know - a legal responsibility - to at least try and identify which cars may be affected and notify the owners of a potential major safety problem.
Now that Notsure’s dealership have told him many of their cars are affected should they still be - legally - selling them if a fix has not been sorted or a way to disable the SOS button till it is?
I assume my ex car has been fixed because my ex-dealership is selling it and advertising it on their website. It would be great to know if 72 dudes has had a reply to his email.
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Moss
Posts: 29
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Location: Belgium & France

Re: SOS Button

Post by Moss » Tue Jun 30, 2020 7:43 am

Silver Moose wrote:
Tue Jun 30, 2020 12:23 am
Moss wrote:
Tue Jun 30, 2020 12:18 am
any further discussion is senseless.


..../.............Next time......RTFM ........../.............
I may have read more than you think.

After having compared what the manuals and support comments on the Volvo Cars websites say about the SOS button, and being intrigued by the fact that the UK comments differ from the other ones I read (French, Belgian NL, Belgian FR, German, Swedish, Italian, Spanish), but more importantly, questioning why they have changed and been updated so recently, I simply called a good friend at Volvo Car Corporation in Göteborg. I now know. You’ll know when the time comes.

Have a nice day.

squint
Posts: 183
Joined: Tue Mar 31, 2020 9:55 pm

Re: SOS Button

Post by squint » Tue Jun 30, 2020 8:16 am

Moss wrote:
Tue Jun 30, 2020 7:43 am
Silver Moose wrote:
Tue Jun 30, 2020 12:23 am
Moss wrote:
Tue Jun 30, 2020 12:18 am
any further discussion is senseless.


..../.............Next time......RTFM ........../.............
I may have read more than you think.

After having compared what the manuals and support comments on the Volvo Cars websites say about the SOS button, and being intrigued by the fact that the UK comments differ from the other ones I read (French, Belgian NL, Belgian FR, German, Swedish, Italian, Spanish), but more importantly, questioning why they have changed and been updated so recently, I simply called a good friend at Volvo Car Corporation in Göteborg. I now know. You’ll know when the time comes.

Have a nice day.



So would you be so kind as at least to tell
Notsure your findings - even direct message him if you don’t want the rest of us to know?
I had several weeks of absolute frustration dealing with dealership and Volvo and in the end the car was rejected because they could fix the SOS problem - I’m sure he’d be very grateful.

This forum is designed to help each other.
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Silver Moose
Posts: 259
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Re: SOS Button

Post by Silver Moose » Wed Jul 01, 2020 11:50 am

So, an update from Volvo - apparently they fixed it "straight away" - Squint must just have a skewed perception of time :)

Thank you for your patience whilst I have been reviewing your concerns with our technical teams.

We experienced a slight roaming issue, which was addressed straight away and fixed.

Please be advised that in an event of any emergency, the SOS systems will revert correctly to the emergency services.


Did some digging, looked at some Volvo PowerPoints, and reviewed the legislation:

  • Volvo, by default, does not use the EU ecall system but, instead uses its own system which allows VOC to filter the calls before calling emergency services. Such (TPS) systems are permitted under EU legislation provided they meet the requirements and users can change the default to ecall
  • Seems to be a perfectly sensible decision to me as: a) Volvo research showed that the SOS button was misused to the extent that 90% of uses were for non-emergency situations such as breakdowns, and; b) Volvo can provide way more detail to the emergency services than ecall can
  • On my car, at least, I CAN'T set the default to ecall if I suspect the Volvo system has issues. Probably permissable in UK now that we've left the EU but I don't know whether it was possible before - anyone like to comment?
Seems like we just gotta trust the system works when it should and keep our phones within reach & ready to disconnect from car - no sensible-shoes antics like putting your phone in the boot.

Best tactic: Drive safe all
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balmoral
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Re: SOS Button

Post by balmoral » Wed Jul 01, 2020 12:01 pm

My understanding is that it is only mandatory for e-call to be installed in cars Type Approved after April 2018 which is presumably after when the XC40 was approved. If that is correct then the XC40 might not even be equipped with e-call.
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