I do software validation on the stop / start system for another manufacturer, so have a bit of background that I can share:
The stop / start system will not work if:
- The battery voltage is low, or the battery is in poor health
- The drivers seat belt isn't fastened
- If there is too much electrical load (wipers, stereo, hair dryer plugged into the 12v socket and the like)
- The bonnet is open
- The drivers door is open
- The brake pressure is too low
- The brake vacuum pressure is too low (try gently coming off and reapplying the brake a few times when in an autostop and the car will restart!).
- There is a load on the power steering (try jiggling it when in an auto stop and the car will restart)
- The A/C is on
- If there is a wheel speed sensor fault
- If there is an air bag sensor fault
- If there is a fault with any of the sensors associated with any of the systems above (brake pressure sensor for example)
- The stop / start is deactivated on the button (obviously)
- There is an engine management fault
- If you've done several stop / starts in a short time - it disables to protect the starter motor from over heating.
- The outside air temperature is too low or too high (nominal figures are -4 degrees and 40 degrees)
- If the engine temperature is too high or too low
- If the engine speed is too high (say, if you are in neutral and just revving for the fun of it!)
- If DPF regeneration is required
- If there is low fuel
- Auto Only: If there is a gearbox fault
- Manual Only: Not in Neutral / clutch depressed
The list certainly isn't exhaustive; that's just a few off the top of my head.
We also have a bit of code that we can send to dealers to diagnose what the cause of the lack of the stop / start, not sure if VW have this, but its certainly something that others do.
Hope that this helps to shed a bit of light on possible causes of your issue.