2025 ST, Fordpass & Google often disconnected from Ford network

[Tolum]

It's been 3 times in the last 2 months now since I'm getting that problem. Looks like the car modem is disconnecting from the Ford network and when it happen, I cannot use the Fordpass app and when driving, I have no more access to connected applications like Google traffic, Waze or other apps. Anybody else is having this issue?

I did try about anything to resolve that; reset the system by pushing the volume button 10 seconds, unplug the battery, unplug the modem fuse. That change nothing BUT at certain moment, the car re-connect to the network and disconnect again. This is very annoying!

 

[skybluealien]

This just happened to me. Picked up vehicle on Sunday the 5th. Worked fine until Tuesday, when it showed wrong fuel level and current location where I was Monday night. The app then sent me warnings that the check engine light was on and go to dealership. Vehicle was parked and not running. I called the help number in the app and found the app went to my trade in at the dealership and showed its location. I was instructed to reset the system by going into the display and then deleting and installing the ford pass app again. Did this 4 times with ford on the phone with me. Nothing worked but I did find out that they, ford help line, have no idea how the new google system works, they only know the sync 3 or 4 system. After all this, they told me to take it into dealer to get modem fixed, 3 days after receiving it.

Went out to vehicle Thursday morning, in my driveway, made sure it was connected to my wifi, then reinstalled the phone, app and reconnected to the vehicle with the ford pass app. Worked first time, in a couple of minutes and so far is still working. Still don't know why it went back to my old explorer even though it was deleted.

 

[Tolum]

This morning, the connection to the Ford network is back without doing anything. Will see if that last long...... This looks like an intermittent problem. My dealer is talking to Ford about it but no news since Monday. Will keep you posted.

 

[Ohio DF]

Has anyone experienced the vehicle locking itself while the key was inside the car? The lock switch was not toggled and the door was just closed and it locked itself. Used the app to unlock, but I thought modern cars were designed to not lock when a fob was detected inside (unless an occupant actually toggled the switch while sitting inside.)

 

[Tolum]

This morning, the connection to the Ford network is back without doing anything. Will see if that last long...... This looks like an intermittent problem. My dealer is talking to Ford about it but no news since Monday. Will keep you posted.

And it continues.... One day Google connect to the Ford Network and the next day, nothing, no connection, no FordPass available...

 

[Ohio DF]

And it continues.... One day Google connect to the Ford Network and the next day, nothing, no connection, no FordPass available...

The modem challenge you mention was one we had as well in the first 2025 ST we bought. From day 1 they couldn’t get the modem to connect with any service. They pulled parts and tested and reloaded software, but could never find the root cause during the first 2 weeks we owned it before we had them take the car back and replace it with another. (The other just survived its first crisis) so hopefully all technical gremlins have been exercised.

After reading and researching the situation the best I could determine was a power supply to the modem was not reliable. A modem either works or it doesn’t, so if it’s intermittent the power supply to the modem may involve a loose connection.

 

[Tolum]

The modem challenge you mention was one we had as well in the first 2025 ST we bought. From day 1 they couldn’t get the modem to connect with any service. They pulled parts and tested and reloaded software, but could never find the root cause during the first 2 weeks we owned it before we had them take the car back and replace it with another. (The other just survived its first crisis) so hopefully all technical gremlins have been exercised.

After reading and researching the situation the best I could determine was a power supply to the modem was not reliable. A modem either works or it doesn’t, so if it’s intermittent the power supply to the modem may involve a loose connection.

Thanks for your story. My dealer told me that there is no technical papers on that trouble. Ford is working on it and I have an appointment with them in 2 weeks. Will see.

 

[Ohio DF]

Good luck with it. I wonder if there was just a bad lot of modems delivered by their supplier to the line given how many people’s have been hit or miss. Will be interested in what they determine in your situation.

 

[Chairborne Ranger]

I just picked up my 2025 ST yesterday and when the dealer tried to connect the Pass app on my phone to the SUV it would not do it. I keep getting this message: "Sorry, there was an error and we were unable to complete your request to change authorization rights on 2025 Explorer. Please try again later." . The dealer had 4 different people try to help without any luck and they concluded it was the app being "down" and that I should try again today. No better luck this morning so I called Ford who ran me through some troubleshooting steps to no avail. They concluded from whatever vehicle telemetry they can see the modem is faulty and last communicated with the mothership at 12:36 yesterday while I was still finishing up paperwork. Prior to that it was working fine. The phone rep said I need to return to the dealership and get the modem serviced/replace like they told @skybluealien above. Glad I'm not alone with this problem but not a great way to start a new car experience.

 

[Ohio DF]

I had read that some software patch that Ford or dealers were applying was bad and caused the modem to shutdown. Ford is a challenge as they don’t want to readily replace the modem due to cost. I’d suggest calling the Ford support 800#, creating a case and then following up routinely with them on progress. The dealer must get approval from a Ford Technician before the service team can move through each step in the dx and fix stage (yes stupid and time consuming I know.) I pushed the Ford rep hard and then my local dealership owner who ultimately made it right. Good luck with it, but you are definitely not alone.

 

[Chairborne Ranger]

I have an appointment tomorrow morning to bring the SUV back to the dealership. I talked to their service manager yesterday and he readily admitted that there is a problem with some of these modems which was something of a surprise. My past experience with car dealers regardless of the company is that they deny everything, never admit there's an existing problem, and try to make you think you're crazy.

They're going to hang on to the car and do their diagnostics and see if they can fix it. They're giving me a loaner to drive in the interim. At least they're trying to make it right. Thanks for the suggestion I'm going to hold off on calling and give these guys a chance.

 

[Ohio DF]

Good deal. Our experience started the exact same way and our dealer was good and started with the same approach. After 14+ days in-house with no resolution and no plan we told them to swap our car with another exact same one. You will need to stay on Ford Corporate only bc they go 1 step at a time in very slow IMO) increments that start with 3 software attempts and then 2/3 electrical attempts. They likely will need to replace the modem and communication module which I’m sure is not inexpensive. Hence why you need to become very firm but polite with corporate that it’s unacceptable for you to have a brand new vehicle that does not operate flawlessly.