EA189 service action - Frequently Asked Questions

Here are some important FAQs relating to current developments at Volkswagen. We update this information continuously. Please note that this information is related only to the NOx-remedial action.


What should a customer do when purchasing a used car that has not yet been updated with the software?

If you purchase your used vehicle from one of our approved network of dealers, the vehicle should already have had the technical measure applied and so you do not need to do anything.

If you purchase your used vehicle from elsewhere (e.g. a private seller or a dealer outside of our network), and the vehicle has not yet had the voluntary service action applied, you can contact your nearest Audi dealer and, if you wish to do so, have the voluntary service action applied to the vehicle.

For further information, you can also contact the Audi diesel hotline on 0800 093 0124.


How have customers with affected vehicles, in the first instance, been contacted?

Audi have already communicated directly with customers who were registered as the owner of an affected vehicle via a number of letters.

You can also check if your vehicle is affected by using the VIN Checker tool on our website.


I am an owner of an affected vehicle and live in the EU27. I chose not to take part in the software implementation measure. Am I allowed to continue to drive in Germany (for example upon holiday)?

Yes – owners with an affected vehicle can continue to drive their vehicle in Germany when on holiday (whether or not the technical measures have been implemented in that vehicle).

Further, owners with an affected vehicle can continue to drive their vehicle in the UK (whether or not the technical measures have been implemented in that vehicle).


My vehicle is affected by the NOx issue. Can I still drive it?

Yes. The emissions issue relates to the characteristics of nitrogen oxides (NOx) emissions when experiencing test conditions.

The NOx emissions issue does not change the fact that your car remains safe and roadworthy. There is no evidence to suggest that the affected EA189 diesel engine vehicles present a risk to health or safety as a result of the NOx emissions issue.

In addition the result of your car’s MOT will not be affected by the NOx emissions issue, whether your car receives the technical measures or not and there is no reason why your car insurance would be affected by this NOx emissions issue.


My vehicle is affected by the NOx issue. Do I need to take it to a workshop immediately?

No. Once the technical measures for your vehicle are ready to be implemented, we will write directly to you with details of how and when they can be implemented in your vehicle.

The NOx emissions issue does not change the fact that your car remains safe and roadworthy. There is no evidence to suggest that the affected EA189 diesel engine vehicles present a risk to health or safety as a result of the NOx emissions issue.

In addition, this issue does not impact the fuel consumption or any other aspect of the affected vehicles’ performance during normal use.


My vehicle is affected by the NOx issue. Will I incur any costs in getting the repair?

No, you will not be charged for the implementation of the technical measures.

Once the technical measures for your vehicle are ready to be implemented, we will write directly to you with details of how and when they can be implemented in your vehicle.

We will do our utmost to minimise any inconvenience including, if required, keeping you mobile while the work is carried out. We can do the work alongside any scheduled service event you may have (although we recommend that you book the service action as soon as you can once it is available for your vehicle). You will also be able to have the work done at any Audi Authorised Repairer.


My vehicle is affected by the NOx issue. Who will contact me about the next steps?

Once the technical measures are ready to be implemented for your particular vehicle, we will be in touch directly with further details. Audi are working closely with our network of Audi Authorised Repairers to ensure that they’re fully prepared to carry out this service action for you.


When will I be contacted with further information?

Once the technical measures for your vehicle are ready to be implemented, we will write directly to you with details of how and when they can be implemented in your vehicle.


I’ve received a letter telling me that the technical measures for my vehicle are ready, what do I do now?

If you have received a letter from Audi UK advising that the technical measures are now available for your vehicle, you should contact your local or preferred Audi Authorised Repairer or book online by using our online service booking tool at your earliest convenience.


Will the planned Service action apply to all vehicles affected?

Yes, all vehicles affected by the NOx emissions issue will have technical measures made available.


Can the update cause any damage to the vehicle?

No, the update cannot cause any damage to your vehicle.


Are EU6 Diesel engines affected by the NOx emissions testing issue?

No, our EU6 diesel engines are not affected by the NOx emissions testing issue.


Further contact information

You can contact customer services for further information on: 0800 699 888 (Open Monday to Sunday 8am to 8pm).