topic Re: 5G false information on Sim upgrade in Archived Posts

5G false information on Sim upgrade

Fosbag — Sat, 14 Nov 2020 11:11:50 GMT

Get 5G speeds with a 5G phone, so get a 5G phone and change to this Sim it’s not a 5G sim? If you chose this plan it’s states that if you have a 5G phone you get 5G in over 80 locations, this information shouldn’t be on a sim deal if it’s not available! Can anyone help ?

Re: 5G false information on Sim upgrade

Leanne_T — Sat, 14 Nov 2020 13:50:52 GMT

Hi there @Fosbag

Thanks for coming to the community.

Can you add a link to this plan from the EE Shop?

You can find all our 5G SIM Only Plans on the EE Shop here 🙂

Thanks.

Leanne,

Re: 5G false information on Sim upgrade

Fosbag — Sat, 14 Nov 2020 14:07:09 GMT

Get 5G speeds in over 80 locations across the UK with a 5G phone

my question is why is the above statement on the tariff when it’s not available?

Re: 5G false information on Sim upgrade

Peterpea — Sat, 14 Nov 2020 14:17:03 GMT

5G is available on that sim but you need a 5G enabled handset... but 1GB would be gone in seconds so why would anyone want it?

Re: 5G false information on Sim upgrade

Leanne_T — Sat, 14 Nov 2020 14:21:02 GMT

Hi @Fosbag

Thanks for coming back to me.

I will certainly get this looked into, can you provide the URL to the plan?

Thanks 🙂

Leanne.

Re: 5G false information on Sim upgrade

XRaySpeX — Sat, 14 Nov 2020 19:31:42 GMT

There's no such thing as a 5G SIM! All modern SIMs can do 5G. It's the Plan that needs to be 5G to get 5G on a 5G compatible phone. That Plan is 5G. In fact, it looks as if all EE contract Plans are now 5G.

Re: 5G false information on Sim upgrade

Fosbag — Sat, 14 Nov 2020 21:40:58 GMT

I can’t send URL but when I transfer to EE shop to upgrade sim the message I put earlier is displayed on all the tariffs, it’s really is miss leading and as I stated it implies that if I have a 5G handset I should be able to get 5G on that tariff?

Re: 5G false information on Sim upgrade

Fosbag — Sat, 14 Nov 2020 21:43:26 GMT

@XRaySpeX Thanks for coming back to me, that’s what I thought when I selected that plan however they are saying it’s not a 5G plan and the handset remains only on 4G

Re: 5G false information on Sim upgrade

XRaySpeX — Sat, 14 Nov 2020 21:45:15 GMT

Who's saying this? The offer certainly doesn't say that.

Re: 5G false information on Sim upgrade

Fosbag — Sat, 14 Nov 2020 22:21:03 GMT

@XRaySpeX So yesterday I chose the sim plan in the photo as it stated it was 5G with a 5G handset, they say no! I can’t understand when the statement clearly says it is if you have a 5G handset. I’ve read it over and over and cannot understand how it can be worded incorrectly. I’m awaiting a clear response from them for this. When I went to retentions yesterday the operator even said it would be 5G which makes it even worse tbh!

Re: 5G false information on Sim upgrade

James_B — Sun, 15 Nov 2020 10:01:35 GMT

Hi @Fosbag,

Where are you seeing that this plan doesn't include 5G?

Thanks

James

Re: 5G false information on Sim upgrade

Fosbag — Sun, 15 Nov 2020 10:29:11 GMT

When the plan has gone live the device stays on 4G. EE agent advised it’s not a 5G plan when I queried it. However when I switched to it I was advised it was?

Re: 5G false information on Sim upgrade

Fosbag — Sun, 15 Nov 2020 10:33:19 GMT

@Peterpea @I have 4 accounts so data share. I have 100GB and the account I want to upgrade is my sons so don’t need anymore than 1gb for him as I can gift data

Re: 5G false information on Sim upgrade

James_B — Sun, 15 Nov 2020 10:36:52 GMT

Hi @Fosbag,

Did the agent you spoke to arrange for you to be switched to the advertised plan?

Thanks

James

Re: 5G false information on Sim upgrade

Fosbag — Sun, 15 Nov 2020 12:08:17 GMT

On Friday the 13th I changed my main plan and another one over, my main account switched to 5G straight away but this one stayed as 4G when I queried it Saturday morning they said it wasn’t a 5G plan. I asked them to reverse the order but wasn’t happy that as I felt mislead by the wording in the advert for it. So that’s what get me to this point. To try and resolve the issue .

Re: 5G false information on Sim upgrade

James_B — Sun, 15 Nov 2020 12:15:29 GMT

Hi @Fosbag,

We can't access your account via the community to see why the incorrect plan was added to your account.

Our Customer Care Team are best placed to look into this issue for you.

Thanks

James

Re: 5G false information on Sim upgrade

XRaySpeX — Sun, 15 Nov 2020 14:11:27 GMT

What device is it in? Are you in a 5G area?

Re: 5G false information on Sim upgrade

Fosbag — Sun, 15 Nov 2020 15:36:27 GMT

@XRaySpeX yeah in 5G area and it’s iPhone 12, I have 5G on my phone which is iPhone 12, my sons phone was the sim I’d upgraded to get 5G for him which is the one they say isn’t a 5G plan.

Re: 5G false information on Sim upgrade

XRaySpeX — Sun, 15 Nov 2020 16:59:33 GMT

You have bought a SIM Plan advertised as 5G. If it doesn't do 5G then it's faulty. Simple as that, never mind what some voice tells you, it's the printed words that count.