topic Re: Help in Mobile Network discussions

Help

LindarT123 — Tue, 23 May 2023 11:58:51 GMT

I have 5g phone,but can only get 4g.I have been in contact with EE,but they haven't been able to resolve issue .Can anyone help?

Re: Help

Christopher_G — Tue, 23 May 2023 14:40:52 GMT

Hi @LindarT123

Are you on a pay monthly contract? What kind of phone are you using?

Do you know if you're in a 5G area?

EE Coverage & Network Status Checker | Check your signal

Chris

Re: Help

LindarT123 — Tue, 23 May 2023 15:52:22 GMT

Hi Chris

I am in a 5 G area.I have a Motorola.I pay monthly I contacted EE,but they couldn't help me

Re: Help

Christopher_G — Tue, 23 May 2023 16:22:25 GMT

Which Motorola is it, @LindarT123

Was it bought from EE?

Chris

Re: Help

LindarT123 — Tue, 23 May 2023 17:35:09 GMT

It is a G50 and I got it from EE

Re: Help

Chris_B — Tue, 23 May 2023 17:42:57 GMT

@LindarT123 Is 5G enabled on the device?

Re: Help

LindarT123 — Tue, 23 May 2023 18:02:41 GMT

Yes it is

Re: Help

bristolian — Tue, 23 May 2023 18:11:04 GMT

In order to use 5G, you need to 1: Be in a 5G coverage area, 2: Have a 5G-capable phone, 3: Be on a 5G-enabled plan

If any of these 3 are not present, you will use 4G services. Is this happening in an area you've previously had 5G coverage?

Re: Help

LindarT123 — Thu, 25 May 2023 14:39:00 GMT

Yes it is

Re: Help

Leanne_T — Thu, 25 May 2023 14:55:47 GMT

Hi @LindarT123

Has 5G shown available in other areas?

Are you able to try the SIM card in another 5G phone to see if this shows a 5G signal?

Leanne.

Re: Help

LindarT123 — Thu, 25 May 2023 15:58:14 GMT

Thank you

I am in G5 area.I have moved house recently,but I did have G5 when I moved..I don't have another phone ,that I can check.with.

Thanks

Re: Help

Christopher_G — Thu, 25 May 2023 16:19:46 GMT

OK thanks, @LindarT123

I can only recommend continuing to speak with our technical support team so they can try and get to the bottom of this with you.

Chris