Basic OnStar Questions

Why do I need OnStar?        
OnStar offers an unparalleled combination of safety, security, and convenience services to help keep you and your family safe while traveling. With 24/7 connectivity to a live Advisor, you have the peace of mind of knowing that when you need help, OnStar can pinpoint your location and quickly contact help on your behalf. With its simple push-button operation, OnStar is easy to use when you're driving.

How do I get OnStar?
On-Star is available on 12 Chevrolet Models. It is also available on a wide selection of General Motors Certified Used Vehicles. New vehicles come with 1 year free, and Certified vehucles come with 3 months free. To extened your service ask your salesperson or our finance manager, Nick Mastripolito.

What is the difference between each of the plans?
OnStar offers three plans to suit your preferences. Safe & Sound provides safety, security, and convenience services to help you stay protected and connected on the road. Directions & Connections offers the added convenience of driving directions and helpful travel information.
And all OnStar plans come with access to OnStar Hands-Free Calling which provides Hands-Free Calling*. Just push the blue OnStar button to learn about your options.
*OnStar Hands-Free Calling requires a Hands-Free Calling-enabled vehicle, existing OnStar service contract, PrePaid minute package or enrollment in OnStar Shared Minutes Plan, and is not available in Alaska and some other markets. Calls made with prepaid minutes may be made to the U.S. and Canada only. OnStar voice recognition system may not work with some voices.

Safe & Sound Plan offers:
  • Emergency Services
  • Automatic Notification of Air Bag Deployment1
  • Roadside Assistance
  • GM® Goodwrench® On Demand Diagnostics2
  • Remote Door Unlock3
  • Stolen Vehicle Location Assistance
  • Remote Horn And Lights
  • AccidentAssist
The Directions & Connections Plan offers all of the services listed above, PLUS:
  • Driving Directions
  • Information/Convenience Services
  • RideAssist
1Not available on recreational vehicles.
2Not available on all vehicles. Capabilities vary by model.
3Not available on some Saab® models or on recreational vehicles

What is the cost of each plan?
The Safe and Sound Plan costs $199 per year or $18.95 per month, plus tax. The Directions & Connections Plan costs $299 per year or $28.90 per month, plus tax for model year 2007 and newer vehicles.*
*Packages/prices subject to change.

What number do I call if I need assistance?
If you are in your vehicle, push the blue OnStar button. Or you can call us toll free at 1.888.4.ONSTAR (1.888.466.7827). Advisors are available 24 hours a day, 7 days a week. Subscribers who are deaf, hard-of-hearing, or speech impaired may call our toll-free TTY number for assistance at 1.877.248.2080. Customer care hours are 6 a.m.-1 a.m. EST, Monday-Friday.)

I am an OnStar subscriber but am not sure of OnStar's capabilities. How do I learn more about it?
Simply push the blue OnStar button. Your Advisor will explain the system capabilities to you. Or just refer to the On-Star Owner's Guide.

Is there a limit to the number of times I can contact OnStar?
No. You may contact the OnStar center as often as needed.

Why am I not able to connect to OnStar?
 If you are experiencing difficulty connecting to OnStar, contact us at 1.888.4.ONSTAR (1.888.466.7827). Subscribers who are deaf, hard-of-hearing, or speech impaired may call our toll-free TTY number for assistance at 1.877.248.2080. Customer care hours are 6 a.m.-1 a.m. EST, Monday-Friday.

Am I using OnStar Hands-Free Calling minutes when I call an OnStar Advisor from my vehicle?
No. You only use your minutes when you push the white-dot or phone button to make or receive calls in your vehicle.

Can the OnStar Call Center unlock a vehicle if its battery is dead?
No. If the vehicle battery is dead, the OnStar cellular connection cannot be used to unlock the door. However, the OnStar Call Center can contact a locksmith or other service provider as required. Refer to the OnStar Owner's Guide for details.

Is OnStar better than a handheld cell phone?
Yes, OnStar has an improved reception because your antenna is generally mounted outside and up high on your vehicle. Your antenna is away from the metal and glass that can interfere with cellular signals.

Can I add a phone to my current system?
In many major metropolitan areas, we offer The America's Choice Plan with OnStar.* You can link built-in OnStar Hands-Free Calling with a handheld Verizon Wireless digital phone in a single plan. Share the minutes between both lines, have the convenience of one bill from Verizon Wireless, and still get the safety and security of the OnStar service.

What is Continuous Coverage?
Continuous Coverage provides you with ongoing access to all OnStar services after your first year expires. As a subscriber, you have the choice to continue your OnStar subscription via credit card billing on a month-by-month basis, take advantage of a discounted subscription rate by paying for one year in advance or enjoy additional savings by purchasing a multi-year plan. If you choose the monthly plan, your payment will be charged monthly to your credit card until you inform OnStar otherwise.

 
What are the benefits of Continuous Coverage?
Continuous Coverage allows you to store your credit card information on file and experience benefits such as:
  • Uninterrupted OnStar service
  • Subscription that will be not be deactivated
  • Peace of mind knowing that OnStar Advisors are available around the clock
  • Convenience of allowing you to upgrade your service plan, change to an annual plan or purchase additional Hands-Free Calling minutes
To enroll in Continuous Coverage, push your vehicle's blue OnStar button or call 1.888.4.ONSTAR (1.888.466.7827).

If I purchase a new vehicle, can I transfer my OnStar service from my previous vehicle?
        You may transfer your OnStar subscription if:
  • You have an active, customer-paid OnStar subscription and account.
  • The primary driver is the same for both vehicles.
  • The new vehicle comes equipped with OnStar hardware.
  • You still own your old vehicle; it cannot be deactivated or enrolled with a different owner.
You can transfer your OnStar existing subscription during your new vehicle enrollment, either through a dealer representative or by pushing your blue OnStar button.
Please note that the initial complimentary year of subscription included with your vehicle purchase remains with the vehicle should it be sold or traded-in within the first year.
Note: In the event that you are not eligible for subscription transfer, a refund, if applicable, will be given for any remaining subscription time you have purchased.

What should I do about my subscription if I've sold or traded my vehicle?
To request to transfer your subscription to a new owner or ask the Advisor to explain your next steps, simply push the blue OnStar button. You can also call 1.888.4.ONSTAR (1.888.466.7827) and provide the Advisor with your OnStar account number or Vehicle Identification Number (VIN) and the date the vehicle was sold or traded.

OnStar Hands Free Calling

What is OnStar Hands-Free Calling?
OnStar Hands-Free Calling is a voice-activated calling system built into the vehicle hardware. It allows users to make and receive hands-free calls at the touch of a single button.
You can use your Hands-Free Calling service by purchasing prepaid minutes from OnStar, or linking your cell phone plan minutes with your vehicle by enrolling in a shared minutes plan.
OnStar Hands-Free Calling requires a Hands-Free Calling-enabled vehicle, existing OnStar service contract, and prepaid minute or enrollment in a shared minutes plan. Not available in certain markets. Calls may be made to the U.S. and Canada only.

OnStar Vehicle Diagnostics

What is OnStar Vehicle Diagnostics?
OnStar Vehicle Diagnostics is a comprehensive, automatic diagnostics systems check and report service, now available on most new GM vehicles. Once you sign up, OnStar will collect diagnostic information about some of your vehicle's key operating systems about every 30 days while you drive. Then you'll receive monthly reports and scheduled maintenance alerts by email.

How does OnStar Vehicle Diagnostics work?
About every 30 days, your vehicle will automatically transmit diagnostic data on key systems like your engine, air bag, antilock brake, electrical and OnStar systems, as well as your odometer reading and remaining oil life. After OnStar receives the information, we'll send it to you in a simple email report. So you'll know each month that your car is in good driving condition — or if something needs attention right away. You'll also get reminders to make scheduled maintenance appointments and to add more OnStar Hands-Free Calling minutes when yours are running low.
        
Will I know when my vehicle is sending information to OnStar?
Your vehicle will call OnStar over a cellular network while you drive, without your even noticing it. The process will take place about every 30 days on a predetermined date and time. If no one drives your vehicle on that date, the call will take place the next time your engine is turned on.

Is there any charge for OnStar Vehicle Diagnostics service?
There's no additional cost as long as you're an OnStar subscriber. OnStar Vehicle Diagnostics is included in the OnStar Safe & Sound Plan.

How can I tell if my vehicle is eligible for OnStar Vehicle Diagnostics?
In most cases, your vehicle qualifies if it meets all of these conditions:
1.       Your vehicle is a 2004 model year or newer
2.       Your vehicle is equipped with the GM Oil Life System
3.       OnStar is able to connect to your vehicle regularly on an outbound call
If you're uncertain whether or not your vehicle is eligible, just push your blue OnStar button and ask an Advisor.

How often will I receive an OnStar Vehicle Diagnostics email?
Once you sign up, you'll receive an email report approximately every 30 days. However, your vehicle must be running in order to transmit data, so the exact timing will vary depending on your driving habits.

I haven't received an OnStar Vehicle Diagnostics email report in a long time. What's the problem?

There are a few possible reasons and simple solutions for this:
  • It might be simply that you haven't driven your vehicle for an extended period of time. Since the vehicle must be running to transmit diagnostic data, OnStar may not have received the data. Typically, your vehicle will call in the next time you drive it after the scheduled call-in date.
  • Your email provider could be rejecting your monthly email report or placing it in a junk mail folder. We suggest you include the OnStar Vehicle Diagnostics email address in your Contacts or Favorites list to prevent this.
  • Maybe your email address has changed? Be sure to update our records by calling 1.888.4.ONSTAR (1.888.466.7827) and following the Vehicle Diagnostics voice prompts. Or you can push your blue OnStar button and speak to an Advisor.
Do OnStar's scheduled maintenance reminders coincide with the maintenance schedule recommended by my vehicle manufacturer?
Yes. Your monthly email report will remind you when you're due for scheduled maintenance as recommended by the manufacturer. One exception is the schedule for oil changes. While the manufacturer may suggest an oil change every 3,000 miles, OnStar Vehicle Diagnostics uses a more accurate method for determining when you need an oil change: your actual remaining oil life. You'll be alerted when you need to change your oil, which could be at 4,000 miles or at 2,000, depending on your engine and driving conditions.

Turn by Turn Navigation

What is OnStar Turn-by-Turn Navigation?
OnStar Turn-by-Turn Navigation is the simplest and smartest navigation system. This new system provides automated voice-guided driving directions to subscribers while "on-the-go" in their vehicle. OnStar Turn-by-Turn Navigation allows you to stay focused on the road and it also provides peace of mind, knowing that you will be guided at each turn toward your final destination.
Simply push the blue OnStar button and tell the Advisor where you want to go. A highly trained Advisor locates the requested destination and sends detailed driving directions to the vehicle. Automated voice-guided driving directions lead you through each maneuver of the route as you travel toward your destination, providing "turn tones," street names, and distances to each turn along the way. The system even alerts you if you miss a turn and offers a revised route to the destination.

How is OnStar Turn-by-Turn Navigation different than OnStar's Driving Directions service?
While both services involve the Advisor as the initial point of contact for locating the requested destination, OnStar Turn-by-Turn Navigation allows the detailed driving directions to be automatically delivered to you as you're driving, each turn along the way. OnStar Driving Directions are delivered verbally by the OnStar Advisor, and can be recorded in the vehicle and played back throughout the route.

Is there an additional cost to receive OnStar Turn-by-Turn Navigation?
OnStar Turn-by-Turn Navigation is an enhancement to OnStar's current Directions & Connections Plan. Select vehicles include the Directions & Connections Plan during their initial year of service. In cases where the vehicle includes the Safe & Sound Plan during their initial year of service, a $100 annual upgrade to Directions & Connections is required to receive OnStar Turn-by-Turn Navigation. After the first year of vehicle ownership, the subscriber will be required to renew their Directions & Connections plan for $299 per year.

Crisis Assist

What is Crisis Assist?
OnStar has created a new service, Crisis Assist, to provide a quick and central point of contact for subscribers seeking emergency assistance and information during a crisis situation. In the event of a major hurricane, tornado, flood, snow storm, or other crisis, OnStar can help. We can help you stay connected to your loved ones and provide up-to-date crisis information (such as food, water, and shelter locations) and evacuation routes to get you out of harm's way. GM and OnStar are proud to provide this assistance. We're there when it counts the most.

How can OnStar help me in a crisis?
In a crisis, OnStar opens its services to all affected subscribers regardless of the service plan they have. OnStar can provide communication to loved ones and family members, real-time crisis information and centralized assistance (food, water, medical supply, hospital availability, shelter location), evacuation routes to get you back on the road and out of harm's way, real-time hotel availability, and timely information in and around affected areas.

What is considered a crisis? In what situations can I rely on Crisis Assist?

Is there an additional cost to use the Crisis Assist service? What service plan is Crisis Assist included with?
General Motors has been a leader in assisting communities facing a crisis. GM assistance takes many forms such as vehicle donations, monetary donations and matching the contributions of employees. OnStar has been responding to emergency calls and air bag deployments for nearly 11 years and brings this vast experience to the next level by offering help during a crisis. At any given point in time, our subscribers could be affected by a major crisis event. In order to assist those affected by a potential crisis, OnStar has developed the Crisis Assist service.

Is there an additional cost to use the Crisis Assist service? What service plan is Crisis Assist included with?
General Motors has been a leader in assisting communities facing a crisis. GM assistance takes many forms such as vehicle donations, monetary donations and matching the contributions of employees. OnStar has been responding to emergency calls and air bag deployments for nearly 11 years and brings this vast experience to the next level by offering help during a crisis. At any given point in time, our subscribers could be affected by a major crisis event. In order to assist those affected by a potential crisis, OnStar has developed the Crisis Assist service.

Crisis events involve a major weather, natural resource or technology disaster event that affects a large population of people, has a broad geographic impact, and/or is newsworthy. You can rely on OnStar Crisis Assist in the following crisis situations:

Weather/Natural Disasters
Severe Thunderstorm Warning
Severe Winter Storm Warning
Tornado
Earthquake
Wild and Industrial Fires
Flood
Hurricane
Landslide
Tsunami
Volcanic Eruption

Natural Resource Crises
Energy/Power outage
Gas/Pipeline Damage
Hazardous Material Situation
Elkins Chevrolet
401 Route 73 South
Marlton, NJ 08053
P: (856) 452-0992
Email: Contact Us
Fax: 856-983-9479
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