5G coverage but only 4G connection

[Weatherman478]

I am hoping one of you wise people can find a solution which has beaten the whole of EEs tech support. I have a S22 Ultra on EE. I live in a 5G area but my phone only ever shows the white 5G symbol  ( there is no 5G data)but it only connects to LTE. I have looked at Net Monster which tells me that I am in a 5G area but it is disconnected.
However if I moved in another part of town I pick up 5G. To further complicate matters I have tried a couple of friends phones (IPhone 13 and Fold 3) in my house and they pick up 5G and have speeds to confirm that. MY S22 gets,around 70 Meg on 4G but both of my friends phones get over 200 meg. We have tried swapping sims and phones and the results are the same.EE tech support have checked and can see Iam only connecting to LTE in my house and when they checked my friends numbers they were connected to 5G. So the problem with my phone seems to be in my post code area only but it affects just my phone.

Can anyone think of anything else to do before I throw the phone out of the window. 

[Leanne_T]

I'm sorry to hear this @Weatherman478

Have you had a replacement SIM at all? 

Leanne. 

[Weatherman478]

Hi, Sadly it won't help. I have tried multiple sims in each of the handsets and the results are always the same.  I can pickup 5G elsewhere but just not at home with the S22 Ultra. Other phones using my sim can pickup 5G at home.

[Leanne_T]

Thanks @Weatherman478

Have you tried contacting Samsung to see if they can offer any support for the device? 

Leanne 🙂

[Weatherman478]

It's not the phone. When I was on holiday a couple of weeks ago. It picked up 5G the whole week.  It also picks up 5G in one of my work locations.  It's something to do with my home area and the phone. 

[Leanne_T]

Can you get 5G using another device at home on EE @Weatherman478? 

Leanne.

[Weatherman478]

Hi yes . if you look at the photo below. All 3 phones have 5G but the Samsung S22 dies not have a active 5G connection. Hence the massive difference in speeds  

[James_B]

Hi @Weatherman478,

Did our Tech Support Team confirm the work on your local mast has been completed?

James

[Weatherman478]

This is where it gets confusing.  The EE website says I have full 5G coverage.  Tech support normal system says there is no 5G coverage but then when they search for 5G coverage in the area it says I have 5G coverage.  

Really hoping to get this resolved as have been on to the executive officer who weren't much help.A letter of deadlock on its way to me, then on to the Ombudsman.  Really don't want to go down that path as I like EE but frustrated with the problem and no solution. 

[James_B]

Hi @Weatherman478,

What about the mast maintenance you mentioned earlier? Has anyone confirmed if the work has been completed?

Did Tech support rule out a fault with your phone? Have you tried a factory reset at any point?

James

[EssexBoyEE]

What did Tech Team say when you asked them to check the 5G ENDC Config Setting in your Area?

If the ENDC is normal or not the Issue, it may be that the other possibility is your Sammy Phone is picking up 5G but not actually Connecting because of the Signal Strength formula (the SS Levels arn't up to it, or your too far away from the Masts 5G Signal layer).

Your in a fortunate position as you have have 3 lots of 5G Phone to play with and test,  but just so its clear, whats the exact Model Numbers of the Phones? and confirm which is the problematic one.