Get Opening and closing -> Emergency Call Service Guide for Volkswagen T-Roc SUV First Generation (2017-2025)

Emergency Call Service

—The Emergency Call Service enables help to be organised as quickly as possible in dangerous situations.

—When the Emergency Call Service is triggered, a connection to the Volkswagen emergency call centre is established.

—If an emergency call is placed manually, or automatically after an accident where an airbag or the belt tensioners were triggered,

data relevant for the emergency call, e.g. the current vehicle location, will be transmitted automatically .

—The person who takes your call will talk to you 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.

—Additional factory-fitted components are installed in order to ensure that the function is still possible even after a serious accident,

e.g. emergency call microphone, emergency loudspeaker and an integrated battery that is independent of the vehicle electrical

system.

—The Emergency Call Service can be permanently deactivated by a suitably qualified workshop. Volkswagen recommends using an

authorised Volkswagen repairer.

—If the legally required eCall Emergency System is present in the vehicle, the Emergency Call Service can be deactivated in the

Infotainment system. If present in the vehicle, the legally required eCall Emergency System cannot be switched off and cannot be

deactivated (→ Manage services).

WARNING

The following conditions may limit or prevent the execution of a manual or automatic emergency call:

● Your current emergency call location is in an area with no or insufficient mobile communications and satellite signal reception.

● The mobile communications network of the required telecommunication providers is not available in areas with sufficient mobile

communications and satellite reception.

● In spite of sufficient mobile communications and satellite signal reception, there is no mobile communications network

generation of the telecommunication providers that is suitable for the vehicle in some regions. In this case, the emergency call

reverts to the legally required eCall Emergency System, if present in the vehicle. If the legally required eCall Emergency System is

not present in the vehicle, calls will be forwarded to the emergency call number 112.

● In spite of sufficient mobile communications and satellite signal reception, there is no 3G mobile network of the

telecommunication providers in some regions. This can lead to a delay of up to 60 seconds when setting up the connection for the

Emergency Call Service. In order to permit connection setup without a delay, the Emergency Call Service can be deactivated in the

Infotainment system if the legally required eCall Emergency System is present in the vehicle. The legally required eCall Emergency

System is available without any delay after deactivation of the Emergency Call Service.

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

● There is no valid licence for the use of the Emergency Call Service.

● The components in the vehicle required for the manual or automatic emergency call are damaged or do not have sufficient

electrical power.

● The emergency call service function has been deactivated. In this case, the emergency call reverts to the legally required eCall

Emergency System, if present in the vehicle. No emergency call will be made if the legally required eCall Emergency System is not

present in the vehicle. Also forwarding to the emergency number 112 does not take place.

● The Emergency Call Service function was deactivated by disabling data transmission. In this case, the emergency call reverts to the

legally required eCall Emergency System, if present in the vehicle. It the legally required eCall Emergency System is not available

for technical reasons, the Emergency Call Service will be activated again automatically.

● The vehicle ignition is not switched on.

Initiating an emergency call manually

1. If fitted, briefly press on the button cover and fold the button cover down.

2. Press the button for the legally required eCall Emergency System → Fig. 1, until the indicator lamp flashes green.

The emergency call is now initiated and a voice connection is established to the Volkswagen emergency call centre.

If you have accidentally pressed the emergency call button, cancel the emergency call immediately.

1. Press the emergency call button again until the indicator lamp lights up green continuously.

Press the button for the legally required eCall Emergency System → Fig. 1, only in an emergency.

Automatic emergency call

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

A connection to the Volkswagen emergency call centre is set up automatically in the following situations:

—Immediately after the airbags are triggered.

—Immediately after the belt tensioners are triggered.

The automatic emergency call cannot be cancelled by pressing the button for the legally required eCall Emergency System → Fig. 1, .

If queries from the Volkswagen emergency call centre remain unanswered, rescue measures are automatically initiated.

Integrated battery

The integrated battery ensures that the emergency call service 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. If this

message is displayed, immediately go to a suitably qualified workshop and have the integrated battery replaced. Volkswagen

recommends using an authorised Volkswagen repairer.

Have the integrated battery checked by a suitably qualified workshop after about 3 years and replaced if necessary.

Volkswagen recommends using an authorised Volkswagen repairer.

Data transmission

In the event of an emergency call, the available data is transmitted to the Volkswagen emergency call centre to determine the

necessary rescue measures.

The data on the vehicle location is continuously overwritten so that only the last ten stored locations required for correct functioning

of the Emergency Call Service are available. The vehicle is therefore not permanently tracked.

The data relating to the emergency call is processed in order to ensure correct functioning of the Emergency Call Service. The data

related to the emergency call is automatically deleted from the vehicle system 13 hours after the emergency call was triggered.

The following data is transmitted:

—Current position of the vehicle when the emergency call was triggered.

—Nine other positions shortly before the emergency call was triggered (route driven, a few km (a few miles)).

—Vehicle identification number (VIN).

—Type of vehicle drive.

—Vehicle type.

—Type of trigger (automatic or manual)

—Type of call.

—Direction in which the vehicle was moving when the emergency call was triggered.

—Accident severity.

—Accident direction.

—Time of collision.

—Reliability of positioning data.

—Version of data strings.

—Counter of data strings transferred per call.

—Determined number of passengers.

—Language selected in the Infotainment system.

—Optional data ID.

You can apply to view and delete the transmitted data by contacting the Volkswagen emergency call centre.

Depending on the vehicle equipment and country, data transmission can be influenced by the privacy settings (→ Privacy

settings). The Emergency Call Service function can be guaranteed only if data transmission is fully possible.

The function of the Emergency Call Service may be restricted if Infotainment systems have been retrofitted.

Reverting to the legally required eCall Emergency System

In some situations, the Emergency Call Service may be restricted or unavailable. If the legally required eCall Emergency System is

present in the vehicle, a voice connection will be established to a public emergency call centre if possible. In this case, the available

data is transmitted to the public emergency call centre in order to determine the necessary rescue measures .

It is possible to see whether the legally required eCall Emergency System is present in the vehicle in the Manage services area

on the Infotainment system (→ Manage services).

Back-up to 112 emergency number

In some situations, the Emergency Call Service may be restricted or unavailable. If the legally required eCall Emergency System is not

present in the vehicle, emergency calls will be made to the general emergency call number 112 if possible. In this case, only a voice-

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

Emergency Call Service is faulty

The indicator lamp in the emergency call button lights up red continuously . In addition, the message Error: Emergency call

function. Please visit workshop. may be displayed in the instrument cluster display.

There is a system fault in the Emergency Call Service. It may not be possible to make an emergency call.

1. Go to a suitably qualified workshop immediately and have the fault rectified. Volkswagen recommends using an authorised

Volkswagen repairer.

Emergency Call Service is restricted

The indicator lamp in the emergency call button lights up red continuously . In addition, the message Emergency call function

restricted. Please visit workshop. may be displayed in the instrument cluster display.

The availability of the Emergency Call Service function is restricted. It is not possible to establish a voice connection to the Volkswagen

emergency call centre, for example.

1. Go to a suitably qualified workshop immediately and have the fault rectified. Volkswagen recommends using an authorised

Volkswagen repairer.

In the roof console: button for legally required eCall

Emergency System and indicator lamp.

Information Call.

Breakdown Call.

Legally required eCall Emergency System.

Depending on the equipment and country, the vehicle may be equipped with an emergency call system. In some countries, the free

legally required eCall Emergency System is activated as standard. The control unit is in the roof console.

The emergency call function enables help to be organised as quickly as possible in dangerous situations. A voice connection is

established with a public emergency call centre. The person who takes your call will talk to you in the language of the country in which

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