topic Re: Re: 5G not working in Mobile Network discussions

Re: 5G not working

N1ghtfoxx44 — Sun, 14 May 2023 23:07:49 GMT

I have the same problem, it’s been like it for 5 days now. I have to switch to 4g on my iPhone 13 Pro Max . I have contacted EE and made an official complaint, I have 3 lines with EE and I am paying for 5g , but I’m not getting the service I am paying for .

Re: Re: 5G not working

Katie_B — Mon, 15 May 2023 06:43:06 GMT

Hello @N1ghtfoxx44.

What was advised when you spoke with our technical care team?

Are you aware if the team checked your area for any known issues?

Did the team complete a full diagnostics?

Speak soon,

Katie

Re: Re: 5G not working

N1ghtfoxx44 — Mon, 15 May 2023 10:23:57 GMT

they checked both postcodes at home and work and said there were no outages . But my daughters iPhone 13 is doing the same, also with EE .
I think they said the complaint would be escalated. But so far I haven’t received an update.

Re: Re: 5G not working

Katie_B — Mon, 15 May 2023 11:27:28 GMT

Thanks for confirming @N1ghtfoxx44.

Does your postcode show good coverage for 5G indoors and outdoors?

If you wish for an update on your current complaint I would recommend giving us a call on 150.

We have no account access here on the community so we are unable to check the status of your complaint.

Katie

Re: Re: 5G not working

N1ghtfoxx44 — Mon, 15 May 2023 12:14:23 GMT

It’s showing 4 bars 5 g indoors & outdoors but it won’t even load a simple web page , I have to change the mobile data settings to 4 g to get service when I’m out and about.

Re: Re: 5G not working

Katie_B — Mon, 15 May 2023 12:48:44 GMT

Hi @N1ghtfoxx44.

I have sent you a private message for more details.

Katie

Re: Re: 5G not working

bristolian — Mon, 15 May 2023 16:19:21 GMT

Just to add, there's no specific charge for having 5G access - EE's terms do specifically allow for service being over any available technology.

Having said that, are you saying you can replicate a lack of data transfer over 5G that's resolved by switching to 4G? That will either be a localised fault or a quirk of the carriers in use.

Re: Re: 5G not working

N1ghtfoxx44 — Mon, 15 May 2023 16:47:21 GMT

We have much better connection with 5 g ,as my daughter has benefited from this service for college work when out and about . 4 g does not quite cut it when sending larger files for educational purposes.
I have an iPhone 13 Pro Max she has iPhone 13 , the reason I transferred my family to EE was because at the time EE was the only service offering 5g .

Re: Re: 5G not working

James_B — Mon, 15 May 2023 17:56:36 GMT

Hi @N1ghtfoxx44,

I'd recommend getting back in touch with Technical Support to see if there is an update on the ticket they raised for you.

They'll be happy to help. 🙂

James

Re: Re: 5G not working

N1ghtfoxx44 — Mon, 15 May 2023 18:05:47 GMT

Hello

last time I contacted them the representative said to switch to 4 g and leave it at that , in other words 5g is a treat if you can get it !!

Re: Re: 5G not working

N1ghtfoxx44 — Mon, 15 May 2023 20:44:54 GMT

hello again

Right tried again tonight as I’m out and abut again ,! STILL have to change to 4 g to get I decent data service . My iPhone is up to date, as all of my apps are ….. I wonder how many times could I be advised to try things …. ??????

Re: Re: 5G not working

N1ghtfoxx44 — Mon, 15 May 2023 22:01:06 GMT

I am still waiting for an official response from my official complaint

Re: Re: 5G not working

Christopher_G — Tue, 16 May 2023 06:54:26 GMT

If you continue to speak to our technical support team, they will carry on with the diagnostic sessions to try and get to the bottom of the problem, @N1ghtfoxx44

How did you raise your official complaint?

Chris

Re: Re: 5G not working

N1ghtfoxx44 — Tue, 16 May 2023 06:57:23 GMT

I sent the complaint via email

Re: Re: 5G not working

Christopher_G — Tue, 16 May 2023 07:02:04 GMT

Which email address did you send it to, @N1ghtfoxx44? I'm not aware that we have a complaints email address.

Was it on the online webform?

Chris

Re: Re: 5G not working

N1ghtfoxx44 — Wed, 17 May 2023 23:47:50 GMT

yes it was , however I have tried my sim in another phone and guess what it worked fine. So I contacted Apple and in the last 48 hrs I have had 3 diagnostics done and all of them came back “ no hardware issues “ so I am absolutely stuck . Tonight I have even erased my iPhone and backed up from a much earlier date, still no 5g ……. I am at a loss , I really look after my devices but this is the first time an Apple device has failed me . I bought the phone from Sky ( device only ) and I think I still have another 18 months or so to go . I’m paying for 5g sim only with EE , but the lady Gill has been great 👍

Re: Re: 5G not working

Christopher_G — Thu, 18 May 2023 06:51:33 GMT

I'm sorry to hear that, @N1ghtfoxx44

It sounds like the SIM and EE service is set up correctly since it worked in a different phone. Does 5G ever come up on the phone?

Chris

Re: Re: 5G not working

N1ghtfoxx44 — Thu, 18 May 2023 06:57:06 GMT

Yes full bars as well , but does not connect to the internet

Re: Re: 5G not working

Christopher_G — Thu, 18 May 2023 14:45:06 GMT

Erasing the phone back to factory settings would usually get rid of any software problems, and I know you've already tried that too, @N1ghtfoxx44.

Do you have another 5G sim card you could try in the phone? Or do you live near an EE store so you could pop in for them to try one?

Chris

Re: Re: 5G not working

N1ghtfoxx44 — Thu, 18 May 2023 15:19:36 GMT

i tried my sim in another 5 g enabled device and it worked . I tried someone else’s sim that has 5 g in my phone and it didn’t work. Finally managed to get through to Sky Mobile and they have arranged a repair or replacement, so that’s good news I think 👍