IMPORTANT
Canadian Wireless Network Changes

All active OnStar subscribers in Canada should have previously received communication directly from OnStar regarding the decommissioning of 2G CDMA. If you have not received any notification from OnStar, please call 1-877-935-8717.

OnStar has been informed that Canadian service providers plan to decommission their 2G CDMA network services, with a planned decommission in Northern Ontario Effective Oct. 1, 2015 and across the rest of Canada by December 31, 2015. If your vehicle is not equipped with OnStar 4G LTE ( Vehicle Availability), or you have not had your vehicle’s hardware upgraded, OnStar service will no longer be available in those areas. See coverage map for details.

If you would like to begin the hardware upgrade process now, click here

Thank you for understanding as we make this transition.

FREQUENTLY ASKED QUESTIONS

When my account is deactivated, will I be refunded for any remaining subscription time I have not used?

Yes, you will automatically be refunded any remaining subscription time to your payment method on file.

I travel to the United States on a regular basis, am I able to have my upgrade performed by a US dealer?

Upgrades can only be performed by Canadian dealerships. If you plan to travel to the United States for an extended period of time, you are encouraged to have your upgrade completed by your preferred Canadian dealership prior to travel in order to avoid possible service interruption.

Is there an alternative to purchasing a pre-paid, 1-year service plan in order to fulfill my service commitment?

As an alternative, you may select a monthly recurring plan that will also satisfy your service commitment.

Why are you deactivating my OnStar service? (Prior to October 1st 2015)

If you took no action to upgrade your Onstar system in preparation for the October 1st 2015 2G CDMA network decommission in the Greater Thunder Bay area, we took precautionary steps to deactivate your hardware to ensure your OnStar system gives no indication of active service after October 1st 2015. You can reactivate your OnStar service by upgrading your hardware. Here’s how to begin the process:

  1. Login to your account at onstar.ca.
  2. Choose the vehicle that you would like to upgrade.
  3. Follow the steps to obtain your hardware upgrade.

If you have previously received an upgrade offer, that offer will remain valid until December 31st, 2016.

Why do I no longer have OnStar service (After October 1st 2015)

Canadian service providers in the greater Thunder Bay area have decommissioned their 2G CDMA network services effective Oct. 1, 2015. If your vehicle is not equipped with OnStar 4G LTE (Vehicle Availability), or you have not had your vehicle’s hardware upgraded, OnStar service will no longer be available. You can reactivate your OnStar service by upgrading your hardware. Here’s how to begin the process:

  1. Login to your account at onstar.ca.
  2. Choose the vehicle that you would like to upgrade.
  3. Follow the steps to obtain your hardware upgrade.

If you have previously received an upgrade offer, that offer will remain valid until December 31st, 2016.

Why won't OnStar work in an OnStar-equipped vehicle after 2G CDMA service is no longer available?

OnStar has recently been informed that Canadian wireless service providers plan to decommission their 2G CDMA network services starting this year, with more significant actions commencing in mid-2015. OnStar currently depends on active and functioning 2G CDMA networks to deliver services in Canada. As a result, in order to continue to provide OnStar services without interruption, Canadian vehicles will need a hardware upgrade. Without a hardware upgrade, subscribers will be unable to obtain OnStar services if their vehicles are located in areas where 2G CDMA network services are decommissioned by the wireless service providers.

OnStar began using the 2G CDMA network under contract with its primary wireless service provider in 2004 to provide communication to and from OnStar-equipped vehicles because it included the most extensive and reliable cellular coverage across Canada.

What model year vehicles might be affected by the wireless network changes?

All OnStar equipped model year 2014 and older vehicles will be unable - without a hardware upgrade - to access OnStar services once the 2G CDMA networks are turned down by wireless providers in particular geographic areas. OnStar equipped 2015MY vehicles that have 2G CDMA hardware will similarly be unable to access OnStar services once the networks are turned down, including:

  • Chevrolet Traverse
  • Chevrolet Camaro
  • Chevrolet Express
  • Buick Enclave
  • GMC Acadia
  • GMC Savanna
  • Certain Chevrolet Silverado HD
  • Certain Chevrolet Spark EV
  • Certain Chevrolet Suburban
  • Certain Chevrolet Tahoe
  • Certain GMC Sierra HD
  • Certain GMC Yukon and Yukon XL
  • Certain Cadillac Escalade and Escalade ESV
Are there any vehicles that will not be able to be updated and continue OnStar services?

OnStar HW upgrades are available for 100% of GM qualifying vehicles. Offers vary by vehicle and model year.

For the MY 2015, how does one determine what kind of OnStar equipment is in a GM vehicle?

There are two ways to determine the type of equipment in an OnStar-equipped GM vehicle:

a. Ask an OnStar Advisor
Subscribers can press the blue OnStar button in their vehicle or call 1-888-4ONSTAR and ask the OnStar Advisor which OnStar equipment type was factory-installed in the vehicle.

b. Ask a GM dealer
A GM dealer will inform potential or existing customers about whether the OnStar equipment type is compatible only with the 2G CDMA network.

When will GM convert to 4G OnStar equipment?

OnStar will begin introducing 4G LTE technology into GM vehicles beginning in summer 2014 on MY2015 vehicles. Introducing new OnStar equipment onto a vehicle platform is a complex process. It is dependent upon aligning the timing of the vehicle-ready OnStar equipment with vehicle development plans. Because each vehicle has its own development and manufacturing schedule, not all vehicles receive the same OnStar equipment at the same time.

Will the update to OnStar equipment be covered by a GM new-vehicle warranty?

No. The OnStar Hardware upgrade program varies by subscription status, vehicle make, and vehicle model year.

What if I have aftermarket electronic equipment installed in my vehicle? Can I still get an OnStar upgrade?

Vehicles equipped with hard-wired aftermarket electronic equipment may not be compatible with the upgraded OnStar hardware. This may result in additional installation costs, prevent the upgrade of the OnStar equipment, and/or the render the aftermarket equipment inoperative after the upgrade attempt. If this type of equipment is installed in your vehicle and you choose to upgrade your OnStar hardware, you will be responsible for any additional expense incurred.

Hard-wired electronic equipment includes (but is not limited to) radios, receivers, navigation systems, amplifiers and bluetooth systems even if installed by a GM dealer. Additional costs may include (but are not limited to) costs associated with the replacement of in-vehicle wiring systems/equipment, the installation of original electronic equipment, reversing the installation of the upgraded hardware if the installation is unsuccessful and/or repairing the aftermarket equipment if it becomes inoperative during the upgrade process (if possible).

How much will the hardware upgrade cost?

For all current OnStar customers in Canada affected by the CDMA decommissioning, including those in a trial period or a five-year basic plan, hardware upgrades will be provided at no additional charge. Some customers will be required to pay for and commit to a one-year subscription agreement as part of the upgrade program.

How do I know if I'm eligible for an upgrade?

Customers will receive direct communication from OnStar regarding eligibility for the upgrade program and timing for hardware upgrade availability. Eligibility and timing will vary by region and current vehicle hardware.

When can I get my hardware upgraded?

Current Customers will receive an email or letter from OnStar regarding eligibility for the upgrade program as well as timing for hardware upgrade. Eligibility and timing will vary by region and current vehicle hardware.

What do I need to do to claim my offer and get a hardware upgrade?

Current customers will receive direct communication from OnStar regarding the process and timing for their upgrades. Customers will be instructed to log onto OnStar.ca and accept the new terms and conditions before calling an advisor to order hardware. The customers preferred dealer will call them to schedule installation.

Why can some people get their upgrade before I can?

We will first offer upgrades to customers who live in the area where the 2G CDMA networks are being decommissioned. Customers will receive direct communication from OnStar regarding eligibility for the upgrade program as well as timing for when the hardware upgrade will be available.

What will happen if I decide not to get the upgrade before the CDMA network is decommissioned? Can I still get it after?

Yes. The upgrade offer is valid until December 31, 2016. If you choose not to complete the upgrade before the CDMA network is decommissioned, the current OnStar hardware in your vehicle will be deactivated and you will not have access to OnStar services. A letter confirming the deactivation and end date of your current OnStar hardware and services will be sent in advance.

If you choose to upgrade after December 31, 2016, you may be responsible for the hardware and installation costs as well as subscription fees.

I am already in the five-year basic plan, will my plan continue from the original date or start on the date I get the new hardware?

The upgraded hardware will not affect the end date of basic plan services for customers already enrolled in the basic plan with a MY15 vehicle. Basic plans will continue from the original date.

If I am a Remote Link Key Fob Services customer with a MY14 vehicle, will my plan continue from the original date or start on the date I get the new hardware?

The 5-year access to Remote Link Key Fob Services for customers in a MY14 vehicle will start over on the date new hardware is installed.

I received a letter stating that my new hardware does not support visual route cues. What does this mean?

If you choose our Guidance Plan with your upgrade, you will no longer see your Turn-By-Turn routes displayed across the driver information centre or radio screen, as the new hardware does not support visual cues. We apologize for the inconvenience.

After my hardware upgrade, I am no longer able to see my routes displayed on my radio or driver information centre. Why will they not display?

Your upgraded OnStar hardware does not support Turn-By-Turn visual cues, which allow your directions to be displayed on the driver information centre or across your radio screen. We apologize for the inconvenience.