Volkswagen ID.4: Information Call, Roadside Assistance Call and Emergency Call Service

Fig. 1 Located on the roof console: Emergency Call Service button (behind a button cover) and indicator light.

Fig. 2 Located on the roof console: Emergency Call Service button.

Fig. 3 In the overhead console: Controls for the information call and roadside assistance call.

Information call.

Roadside assistance call.

The control in the roof console → fig. 1, → fig. 2, → fig. 3 can be used for voice services, depending on the vehicle equipment and country of use. If the Emergency Call Service is available in the service portfolio for the vehicle, the Emergency Call Service is activated for a limited time as standard. The required connection is produced by a control module installed by the manufacturer.

Take note of the additional information about We Connect.

Indicator lights for the Emergency Call Service

The → fig. 1 indicator light (arrow) is located in the control panel. The indicator light comes on in different colors and light patterns depending on the vehicle operating status of the Emergency Call Service:

The indicator light does not come on: the Emergency Call Service is deactivated or not available.

The red warning light flashes after the ignition is switched on: System error. The Emergency Call Service is deactivated.

The red indicator light comes on and remains on: system error. The Emergency Call Service is limited or not available.

The green indicator light comes on: The Emergency Call Service is available and the vehicle system is ready for use.

The indicator light blinks green: there is a call in progress.

Information call

• With an information call, a call is made to the Volkswagen AG hotline.
• The information call is only available in certain sales regions.
• The contact partner will communicate in the language that is set in the vehicle's Infotainment system.

Roadside assistance call

• If you break down, you can contact an authorized Volkswagen dealer or authorized Volkswagen Service Facility for assistance with the roadside assistance call.
• Some vehicle data, e.g. its current location, is transferred in parallel to the voice call.
• The contact person will communicate in the language of the country in which the vehicle was registered with We Connect.
• If the vehicle has not yet been registered with We Connect, the contact person will communicate in the language of the country for which the vehicle was produced.

Emergency Call Service

• Using the Emergency Call Service, assistance can be organized as quickly as possible in dangerous situations.
• When the Emergency Call Service is initiated, a connection will be established with the Volkswagen emergency call center.
• If an emergency call is triggered manually or by a collision with airbag deployment or safety belt pretensioner deployment, data that is relevant to the emergency call, such as the vehicle's current location, is automatically transmitted.
• The contact partner will communicate in the language that is set in the vehicle's Infotainment system. If this language is not available at the current emergency call location, English will be used.
• To ensure the system functions correctly after a severe accident, additional components are installed at the factory, such as an emergency call microphone, emergency call speaker, and an integrated battery that is separate from the vehicle electrical system.
• The Emergency Call Service can be permanently deactivated by an authorized Volkswagen dealer or authorized Volkswagen Service Facility. Volkswagen recommends contacting an authorized Volkswagen dealer or authorized Volkswagen Service Facility.
• If the legally required eCall Emergency System is available in the vehicle, the Emergency Call Service can be deactivated in the Infotainment system via the portal and app or by stopping data transmission. The legally required eCall Emergency System, if it is available in the vehicle, cannot be switched off or deactivated (→ Manage services).

WARNING

The following conditions may restrict or prevent a manual or automatic emergency call:

• The emergency call location is in an area with no cell phone and satellite reception, or insufficient reception.
• You are in a location where there is sufficient mobile phone and satellite reception, but the telecommunications provider's mobile communications network is unavailable. In this case, the emergency call, if available in the vehicle, is routed to the legally required eCall Emergency System.
• The Emergency Call Service is not permitted by law in some countries.
• There is no valid license for the use of the Emergency Call Service.
• The vehicle components required for manual or automatic emergency calls are damaged or do not have sufficient power.
• The Emergency Call Service has been deactivated via the portal or app. In this case, the emergency call, if available in the vehicle, is routed to the legally required eCall Emergency System.
• The Emergency Call Service has been deactivated by disabling of data transmission. In this case, the emergency call, if available in the vehicle, is routed to the legally required eCall Emergency System. If the legally required eCall Emergency System cannot perform its function for technical reasons, the Emergency Call Service is automatically reactivated.
• The vehicle's ignition is not switched on.

Triggering an emergency call manually

1. If fitted, press on the button cover briefly → fig. 1, and fold the cover downward.

2. Press the emergency call button → fig. 2 until the green indicator light starts to flash.

The emergency call will be triggered and a voice call will be made to the Volkswagen emergency call center.

If you pressed the emergency call button by mistake, cancel the emergency call immediately:

1. Press the emergency call button again until the indicator light remains green.

Only press the emergency call button in an emergency → fig. 2.

Automatic emergency call

The automatic emergency call is only triggered when the ignition is on.

A call will automatically be made to the Volkswagen emergency call center immediately after the airbags or safety belt pretensioners deploy. The automatic emergency call cannot be stopped by pressing the emergency call button → fig. 2.

If questions from the Volkswagen emergency call center are not answered, rescue operations will be initiated automatically.

Integrated battery

The integrated battery ensures that the Emergency Call Service will still be available for some time if the 12 V vehicle battery is disconnected or faulty.

If the integrated battery is drained or faulty, a message indicating this will be displayed in the instrument cluster. If this message is shown, immediately consult an authorized Volkswagen dealer or authorized Volkswagen Service Facility and have the integrated battery replaced. Volkswagen recommends contacting an authorized Volkswagen dealer or authorized Volkswagen Service Facility.

Have the integrated battery checked, and if necessary, replaced by an authorized Volkswagen dealer or authorized Volkswagen Service Facility after approximately three years. Volkswagen recommends contacting an authorized Volkswagen dealer or authorized Volkswagen Service Facility.

Data transmission

The available data will be sent to the Volkswagen emergency call center during an emergency call to determine what rescue measures are needed.

The data regarding the location of the vehicle is continuously overwritten, so that only the ten most recent saved locations as required for the Emergency Call Service to function are available. The vehicle cannot be tracked on a continuous basis.

The emergency call data is only processed to ensure the proper function of the Emergency Call Service. The emergency call data is automatically deleted by the system 13 hours after the emergency call is triggered.

The following data will be sent:

• The current vehicle position at the time the emergency call was triggered
• Nine other vehicle positions shortly before the emergency call was triggered( from the route driven, a few km (around 2 miles) ).
• Vehicle Identification Number (VIN)
• Type of vehicle drive.
• Vehicle model
• Trigger type (automatic or manual)
• Call type.
• Direction in which the vehicle was moving at the time the emergency call was triggered.
• Accident severity.
• Accident direction.
• Type of vehicle involved in the accident.
• Time of impact
• Temperature.
• Road type.
• Reliability of the positioning data
• Data set version.
• Counter of the data sets transmitted per call
• Calculated number of passengers.
• Language selected in the Infotainment system.
• Optional data ID.

You can request to view and delete the data that is sent by contacting the Volkswagen emergency call center.

Depending on the vehicle equipment and country, data transmission may be influenced by your privacy settings. The functionality of the Emergency Call Service can only be ensured if data transmission is fully enabled.

The Emergency Call Service function may be limited by any after-market Infotainment systems that are installed.

Routing to the Statutory eCall Emergency System

In some situations, the Emergency Call Service is limited or not carried out. If the legally required eCall Emergency System is available in the vehicle, a voice connection will be established with a local emergency service center if possible. In this case, available data will be sent to the local emergency center during an emergency call to determine what rescue measures are needed.

Troubleshooting

Emergency Call Service malfunction

The red indicator light in the emergency call button comes on and remains on . The message Error: Emergency call function. Service vehicle may also be displayed in the instrument cluster.

There is a system error with the Emergency Call Service. You may not be able to make an emergency call.

1. Contact an authorized Volkswagen dealer or authorized Volkswagen Service Facility immediately and have the fault rectified. Volkswagen recommends contacting an authorized Volkswagen dealer or authorized Volkswagen Service Facility.

Emergency Call Service limited

The red indicator light in the emergency call button comes on and remains on . The message Emergency call function limited. Service vehicle may also be displayed in the instrument cluster.

The Emergency Call Service function has restricted availability. For example, you cannot make a voice connection to the Volkswagen emergency call center.

1. Contact an authorized Volkswagen dealer or authorized Volkswagen Service Facility immediately and have the fault rectified. Volkswagen recommends contacting an authorized Volkswagen dealer or authorized Volkswagen Service Facility.

Controls are responding differently than expected

Moisture, dirt and grease may limit the functioning of the controls.

1. Always keep the control panels clean and dry.

Emergency equipmentLegally required eCall Emergency System