Missing VoNR / 5G Standalone on Unbranded S23 Ultra (EUX) with Full Works Plan

[CharlieBravo]

Hi all,

I am looking for assistance from a community manager or a network engineer who can look into my backend provisioning profile.  I am currently on a Full Works plan and using a brand new physical SIM card. My device is an S23 Ultra which I purchased directly from Samsung SIM-free back in Feb 2023 but because the phone was bought directly from Samsung, it runs the generic UK/European software profile (CSC code: EUX) rather than the EE-branded firmware (EVR).  As a result, the phone is not receiving the Over-The-Air (OTA) Carrier Policy Update required to enable 5G Standalone (5G+) and VoNR (5G Calling).  The VoNR toggle is completely missing from my Mobile Networks menu.  I have already spoken to someone via web chat and called 150 customer support, and the  agent confirmed that 5G is "active" on my SIM contract, but they were unable to help with IMEI whitelisting or custom carrier policy pushes for unbranded devices, and instead directed me to Samsung.  As this is entirely a network-side provisioning issue (the hardware is 100% compatible but waiting for the network token), could a team member please check my account backend? I specifically need my IMEI whitelisted for 5G Standalone, or a manual refresh/re-provision of the 5G Standalone profile on my HLR (Home Location Register) to force the configuration to my unbranded device.

The last person I spoke to was apparently speaking with the level 2 team and acting as the middle man between me and them, but still we got nowhere.

Thanks for your time,

Rgds

CB

[Schockwave]

Hello @CharlieBravo ,

Welcome to the community,

This is a public forum with no account access and we do not know who you are either. You will have to speak to customer service, so that they can take a look for you.

[CharlieBravo]

Ah I see, thanks.

I spent 45 minutes speaking to someone online which got me nowhere followed by 37 minutes speaking to someone else on the phone which also got me nowhere.

EE customer service isn't what it used to be it seems.

[Northerner]

Hi @CharlieBravo 

Odd as I have always obtained my devices from Samsung and have access to these devices by default. 

My SIM card is years old.

Thanks