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Explorer SiriusXM Stuck "Acquiring Signal" (Intermittent) 2018 Models

Discussion in '2017+ Sync 3 / In Vehicle Technology' started by Michael W, March 16, 2018.

^^Searches ExplorerForum.com^^





  1. Michael W

    Michael W Elite Explorer

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    I have a new 2018 Ex Plat with 200 miles on it. The SiriusXM radio works...sometimes. I am often left without anything as the radio displays "Acquiring Satellite Signal", often after I have been listening for a while.

    Has anyone else had a similiar problem?
     
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  3. Lewisra

    Lewisra Active Member

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    Are there any trees, buildings, bridges etc. blocking the southern sky when you get this?
     
  4. Michael W

    Michael W Elite Explorer

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    Clear skies. No obstructions.
     
  5. Lewisra

    Lewisra Active Member

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    Try calling SIRIUSXM and have them refresh your radio(or whatever they call it). You'll need your radio number I think that's on channel 1. If that doesn't work it's time for the dealer.
     
  6. peterk9

    peterk9 Staff Member Moderator Elite Explorer

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    I believe it is possible to do a 'refresh' from their website.
     
  7. Jim Stokes

    Jim Stokes New Member

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    Yes I also have a 2018 sport explorer. Dealer is ordering a new antenna
     
  8. peterk9

    peterk9 Staff Member Moderator Elite Explorer

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    Welcome to the Forum Jim.:wave:
    Please report back with the results. Thanks.

    Peter
     
  9. Jim Stokes

    Jim Stokes New Member

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    Will do Pete, Hope it works.
     
  10. JtotheP

    JtotheP New Member

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    Any update to this Jim? Find anything out Peter? I just bought a 2018 Ford Explorer Limited last Saturday and I am having the same problem. It gets stuck on Satellite Acquiring Signal for an entire 20 minute drive. I understand my garage may deter the signal but once I leave it, it should pick up the signal and begin working.

    My Sirius was actually working fine until I called them to get it cancelled on my previous car and my account transferred to the Explorer. They gave me the free months that came with the new vehicle purchase so I thought no big deal. The time it worked was only like 2 days though with minimal driving. Since then it has consistently gone out on every drive. I've called and refreshed the signal a few times now. One time the signal refreshed and I was able to listen, but the other time, it was completely dead--about a 30 minute drive. It seems like it's an antennae problem, but I'm not sure. I wanted to see if you had any luck getting it replaced.

    I came from a 2010 Nissan that never had a single problem with Sirius so this is frustrating on a new vehicle.
     
  11. JtotheP

    JtotheP New Member

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    I meant to tag you too. See above question.
     
  12. RustySmith

    RustySmith New Member

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    almost 10K miles on my 2018 Explorer Sport (5 months old) and just began experiencing this issue a couple of weeks ago, and it was fairly persistent.
    1) did a factory reset, no change.
    2) did the on-line Sirius refresh, no change.
    3) Contacted sirius support via phone, they checked the satellite status for my location and it was good, and they performed an advanced refresh, still no change. They said it must be a hardware problem and suggested schedule a dealer visit.
    4) was traveling for work for several more days and could not schedule, but approximately 4 days later the problem cleared up and it has been rock-solid for the past 7 days.

    Are you all still suffering the issue or has it cleared up?
     
  13. JtotheP

    JtotheP New Member

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    I am still having an issue. When I got in my Explorer to go to work this morning, SiriusXM was updating, which I hadn't seen before. It didn't complete updating before I got to work, so hopefully it will on the way home. If not, I will just wait for it to in my driveway as my service inside the garage is spotty.

    I already made an appointment with the dealership for Tuesday next week. It hasn't worked at all the past two days and I was beyond frustrated. Hopefully the update fixes the problem so I can cancel the appointment.

    I've probably spent 30-40 hours researching the problem and found there was a big issue with 2016 F150 models due to a combination of faulty antennas as well as cell phone service towers interfering. SiriusXM filed a complaint with the FCC the problem was becoming so widespread. Concurrently, there was a paper written by an radio wave/antenna specialist who said that the Ford/Lincoln antennas are equipped to receive both the Sirius and XM signals (they're on different frequencies). Because of this, they sometimes interfere with each other. A guy with a 2018 Explorer said he showed the paper to the dealership who inquired with Ford and they put a different antenna on and it totally resolved his problem.

    I really have no idea. I'm just trying to do some standard troubleshooting to rule out things.
     
  14. RustySmith

    RustySmith New Member

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    Thanks - do post back as to whether the update fixes it, or if you have to go the dealer/antenna route. Will be helpful to know if/when mine starts acting up again. Good luck!
     
  15. JtotheP

    JtotheP New Member

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    Thanks! I will definitely post back.
     
  16. peterk9

    peterk9 Staff Member Moderator Elite Explorer

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    I posted in another thread that the 2017+ models had the GPS antenna relocated from under the dash and combined with the roof antenna in its base which also houses the Sirius/XM antenna. Although this latest issue seems to affect the 2018, I wonder if that relocation could have anything to do with the problem.:dunno:

    Peter
     
  17. JtotheP

    JtotheP New Member

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    You very well may be correct. If that’s the case then, who knows how a new antenna could help unless I just have a one off defective.
     
  18. sfagnetwoodland

    sfagnetwoodland New Member

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    I am having the same issue on my new 2018 Explorer Sport. Sirius signal will be fine for a few days and then move to the "Acquiring Satellite Signal" message. I visited with the dealer who initially said it was normal (building, trees, etc...). I had provided video of the "Acquiring Satellite Signal" message under clear blue skies and no obstructions. I also advised that I have a 2017 Explorer Sport (my wife's) which experiences zero drops in the areas where the 2018 is having issues. I explained the problem is intermittent and the signal will be good for a few days then back to the "Acquiring Satellite Signal" for 20 to 30 minutes at a time - all under clear blue skies. I had contacted Sirius and had signal refreshed with no improvement. The dealer ordered a replacement antenna and had installed just this past week. Everything worked well for about a week and then returned to the "Acquiring Satellite Signal" again and has continued to drop in and out of signal. I have made another appointment with the dealer as this is totally unacceptable and there appears to be more and more of the 2018 having this specific issue as we can see in this forum. I also received the "Sirius/XM Updating" screen a few days ago - something I have never seen before. This is driving me crazy and don't listen to the dealer when they say "this is normal". It is NOT and must be corrected. I would love to hear anyone having the same issue and was able to get resolved.
     
  19. ilguy

    ilguy New Member

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    I noticed the "sirius updating" on my screen this AM in my '17 Platinum. It took a few minutes but ultimately returned normal. I haven't had any acquiring signal issues except when I'm in a tunnel or next to certain large structures.
     
  20. JtotheP

    JtotheP New Member

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    I got the “SiriusXM is Updating” twice since I posted.

    After the first, I hadn’t noticed any changes. Since the second, I haven’t had any issues. I called the dealership and delayed my appointment. I want to think the update helped but I doubt it. I’m going to keep an eye on it.

    There was a lot of rain and cloud cover the week I was having issues. I’m going to wait for more bad weather and see what changes.
     
  21. peterk9

    peterk9 Staff Member Moderator Elite Explorer

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    The 'Updating" notification is normal and not a problem.
     

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