Get In an emergency -> Information call, breakdown call and emergency call service Guide for Volkswagen E Golf 4 Door Second Generation (2017-2020)

Information call, breakdown call and emergency call service

Fig. 1 In the roof console: control for voice services.

Depending on the vehicle equipment, a control may be installed in the roof console → Fig. 1 . The

voice services including information call, breakdown call and Emergency Call Service can be

placed by pressing the or

or button.

The required connection is established by a factory-fitted control unit. A connection to a

telephone call centre will be established when you initiate one of the voice services.

Indicator lamp

The control is equipped with an indicator lamp → Fig. 1 (arrow). Depending on the mode of the

emergency call system, the indicator lamp lights up in different colours and light sequences:

Indicator lamp does not light up: all voice services are deactivated.

Indicator lamp flashing red for about 20 seconds after the ignition has

been switched on: at least one voice service is disabled.

Indicator lamp lights up red continuously: system error. Voice service availability

is restricted.

Indicator lamp lights up green: voice service available, system ready for operation.

Indicator lamp flashes green: active connection to a voice service.

Information call

—The information call enables you to call the Volkswagen AG hotline.

—The information call function is available only in some sales regions.

—The telephone call centre communicates in the language registered for the vehicle in Car-Net.

Breakdown call

—The breakdown call allows you to seek professional assistance should your vehicle break down.

—Some vehicle data, e.g. the current location, are transmitted parallel to the voice call.

—The telephone call centre communicates in the language registered for the vehicle in Car-Net.

Emergency Call Service

—If an emergency call is placed manually, or automatically after an accident where an airbag

was triggered, data relevant for the emergency call, e.g. the current vehicle location, will be

transmitted automatically (→ Customer information, Description).

—The telephone call centre communicates in the language set up in the vehicle's Infotainment

system. English is used if this language is not available at the location of the emergency.

Initiating an emergency call manually

—Press the red emergency call button . The emergency call will be initiated.

You can cancel the emergency call within around twelve seconds by pressing the emergency call

button once more.

Automatic emergency call

An automatic emergency call is initiated only when the ignition is switched on.

A connection to the emergency call centre is set up immediately after the airbags or belt

tensioners have been triggered. The automatic emergency call cannot be cancelled by pressing

the emergency call button

Rescue measures will be initiated automatically if there is no response to questions from the

emergency call centre.

Integrated battery

The integrated battery ensures that the emergency call system remains available for some time if

the 12-volt vehicle battery is disconnected or faulty.

A corresponding message will be displayed in the instrument cluster display if the integrated

battery is discharged or faulty. Go immediately to a qualified workshop if necessary and have the

integrated battery replaced.

Data transmission

In the event of an emergency call, the available data are transmitted to the emergency call

centre in order to permit determination of the necessary rescue measures.

The transmitted data include the following:

—Current position of the vehicle.

—Vehicle identification number.

—Fuel type.

—Vehicle type.

Back-up to 112 emergency number

In some cases, the emergency call service may be restricted or unavailable so the general

emergency call number 112 will be used to conduct an emergency call. In this case, only a voice-

based connection is established. No data will be transmitted, e.g. regarding the vehicle or its

location.

The following circumstances may restrict access to the emergency call service and lead to the

call being forwarded to the 112 emergency number:

—Your current emergency call location is in an area with no or insufficient mobile

communications and GPS reception. This can also include tunnels, streets with tall buildings,

garages, underpasses, mountains and valleys.

—You are in an area with sufficient mobile communications and GPS reception but the

telecommunications provider's mobile network is not available.

—The Emergency Call Service is prohibited by law in some countries.

—There is no valid licence for using the Emergency Call Service.

—The components in the vehicle required for the Emergency Call Service are damaged or do not

have a sufficient power supply.

Please also observe the other information on Volkswagen Car-Net (→ Car-Net,

Description).

In an emergency -> Information call, breakdown call and emergency call service for Your Volkswagen E Golf 4 Door Second Generation (2017-2020)

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