Hello & Welcome to Just Answer,
Sorry I didn't see your question earlier and to hear of any trouble.
If you still need help, May I ask:
1) The FULL Make and Model Number of the device? The numbers you sent look like a TomTom "part number", which may match multiple model numbers of devices. If you can't find the Model, please look for the serial number (usually printed right next to a bar code on the back or edge of the device) and send that along, and I can identify the model from that.
2) The AGE of the device?
3) What maps (area) does the device currently work in?
I see it has been a few days and I just wanted to follow up to see if you have any more questions concerning this issue or if the issue was resolved.
I look forward to any further questions or results that you may have.
Thanks, ***** *****