The optional SiriusXM with 360L service on some 2021 and later GM models equipped with an Infotainment 3.X system (RPO IOS, IOT, IOU, IOV) features over 200 internet channels (IP channels), which require internet connectivity for full functionality. The SiriusXM with 360L interface provides an enhanced in-vehicle listening experience for subscribers, including personalized streaming content and listening recommendations as well as On Demand shows. (Fig. 1)
Fig. 1
As part of the SiriusXM app software, the system uses the OnStar cellular connection to access the SiriusXM servers. If the internet connection is interrupted for any reason, some SiriusXM with 360L services may not operate properly or may be temporarily interrupted.
If the SiriusXM with 360L service is not performing properly due to the loss of the internet connection between the infotainment system and the SiriusXM servers, the “Connection unavailable, please call OnStar agent.” message will display on the infotainment screen. The message will be displayed when the vehicle is started or when SiriusXM is selected as the audio source. The “Connection unavailable” message should only be displayed when the vehicle does not have any connectivity and SiriusXM is selected as the audio source.
Software Update
A software update released in early 2021 corrected an issue where the SiriusXM app caused the “Connection unavailable” message to be displayed when there wasn’t any connectivity, regardless of the audio source selected. Refer to Bulletin #21-NA-053 for more information.
It’s important to explain to customers that the software update does not eliminate the message, but corrects the issue so the message will be displayed only when SiriusXM is selected as the audio source. SiriusXM with 360L still requires internet connectivity so the “Connection unavailable” message will still be displayed if there is not any connectivity.
OnStar Terms and Conditions
Another reason why the “Connection unavailable” message may be displayed is because of the vehicle’s OnStar connection status. Internet connectivity will not exist if customers decline the OnStar Terms and Conditions (T&Cs). If a customer declines the Terms and Conditions, a connection cannot be made with the vehicle in order to comply with the customer’s wishes as well as state and federal privacy regulations. However, declining the Terms and Conditions will cause the loss of connectivity and prevent SiriusXM with 360L from operating properly.
To approve the OnStar Terms and Conditions, customers should press the OnStar button twice to initiate a call with an OnStar advisor to approve the OnStar Terms and Conditions for their vehicle. (Fig. 2) Approving the Terms and Conditions does not require or result in any subscription, but it does allow for connectivity to the SiriusXM servers and prevents the “Connection unavailable” message from being displayed.
Fig. 2
– Thanks to Jeremy Richardson
