5G false information on Sim upgrade

[Fosbag]

1. 

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 ? 

[James_B]

Hi @Fosbag,

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

Thanks

James

[Fosbag]

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?  

[Fosbag]

@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 

[James_B]

Hi @Fosbag,

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

Thanks

James

[Fosbag]

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 .  

[James_B]

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

[XRaySpeX]

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

[Fosbag]

@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.    

[XRaySpeX]

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.