5G not working

[N1ghtfoxx44]

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 . 

[N1ghtfoxx44]

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 …. ?????? 

[N1ghtfoxx44]

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

[Christopher_G]

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

[N1ghtfoxx44]

Hi 

I sent the complaint via email 

[Christopher_G]

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

[N1ghtfoxx44]

Hi

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 👍 

[Christopher_G]

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

[N1ghtfoxx44]

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

[Christopher_G]

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

[N1ghtfoxx44]

Hi

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 👍