topic Re: 5G in Mobile Network discussions

5G

Callumb5310 — Mon, 26 Sep 2022 07:01:14 GMT

Hello,

my partner and I are both on EE and have the same phone (iPhone 13pro max) with contracts both taken out this year. However, she can get 5g signal in our flat, albeit barely, but I can’t seem to get 5g anywhere and I travel a lot for work and have never seen it connect. Yes 5g is on in the settings of my phone

Re: 5G

Chris_B — Mon, 26 Sep 2022 07:13:01 GMT

@Callumb5310 Did you get the device from EE on contract or are you on a sim only contract?

Re: 5G

Callumb5310 — Mon, 26 Sep 2022 07:15:31 GMT

They were both contract

Re: 5G

Leanne_T — Mon, 26 Sep 2022 09:36:31 GMT

Hi @Callumb5310

Thanks for coming here.

Which plan do you have?

You can view this in your My EE account.

Speak soon.

Leanne.

Re: 5G

Callumb5310 — Mon, 26 Sep 2022 09:49:24 GMT

This is the plan, I’ve also been trying to contact multiple times as it says 12 month plan which doesn’t seem right to me as it’s normally 24 month, unless I agreed to 12 month?

Re: 5G

EssexBoyEE — Mon, 26 Sep 2022 09:57:50 GMT

As a test swap the Sims around between the 2 Phones, does the working 5G and lack of 5G stay with the phones or follow the Sims.

Re: 5G

Callumb5310 — Mon, 26 Sep 2022 10:05:22 GMT

@EssexBoyEE I will try this later as I’m at work and will get back to you

Re: 5G

Leanne_T — Mon, 26 Sep 2022 10:07:16 GMT

Thanks @Callumb5310

If the SIM swap shows no 5G, you would need to give us a call on 150 and the team can get this looked into for you.

Leanne.

Re: 5G

Callumb5310 — Mon, 26 Sep 2022 16:09:23 GMT

@Leanne_T I have just tried swapping sims, my partners sim recieved 5g signal when placed in my phone, however, when I placed my sim in hers I still didn’t receive 5g

Re: 5G

bristolian — Mon, 26 Sep 2022 16:11:59 GMT

This would suggest the problem is with your SIM or account.

I'd recommend contacting CS on 150 to get your account/SIM checked for all the pre-requisites.

Re: 5G

Leanne_T — Mon, 26 Sep 2022 16:22:11 GMT

Hi @Callumb5310

In this case, please call us on 150. The team can check you have a 5G plan and if so, get you a replacement SIM card sent out.

Leanne.

Re: 5G

Callumb5310 — Mon, 26 Sep 2022 17:56:44 GMT

All sorted now, even though it took over an hour over live chat. The problem was the plan wasn’t 4g even though it should have been, the advisor changed the plan and is all sorted now.

thanks for all your help

Re: 5G

Leanne_T — Mon, 26 Sep 2022 17:59:31 GMT

Glad this is now sorted for you @Callumb5310

Thanks for letting us know.

Leanne.