S20 5G - No 5G

[kpc1]

Hi

I've had an EE 5G pay monthly plan on an older (non-5G) phone for some time but just picked up an S20 5G. Using the same SIM I'm unable to get 5G even in areas all over the UK with good 5G coverage. Putting the SIM in routers which I know to work with 5G also doesn't pick up 5G (only 4G).

I'm not having much luck getting hold of tech support but just wondered if this is a known issue, does 5G need to be enabled on request or a new SIM sent out... or something else?

[Leanne_T]

Hi @kpc1 

Thanks for coming here. 

To connect to 5G when available, you would need a 5G plan and 5G phone, have you changed the plan since you received your new phone? 

If not, please call us on 150 and the team will run through the available 5G plans for you. 

Leanne 🙂

[kpc1]

Hi @Leanne_T 

According to my bill I'm already on a 5G plan (SIM 25GB £15 12m 5G). Is there any kind of ticketing system I can raise this on please as I don't seem to be able to get through to anyone on 150? No worries if not, I'll keep trying.

Many thanks!

[Leanne_T]

Thanks for confirming @kpc1 

Do you have 5G showing available in the area on the EE Coverage & Network Status Checker? 

Leanne. 

[kpc1]

Hi @Leanne_T 

Yes, when I am experiencing this issue I am indeed in a 5G area. Sometimes colleagues or clients using EE are getting 5G when stood right next to me, or a router I am installing with a different EE SIM is getting 5G. So it does look like the SIM could be the issue.

[Christopher_G]

OK, thanks @kpc1 

I recommend speaking to our technical support team. They'll run through some tests, and if the SIM is regarded as faulty, they'll organise a replacement for you.

Chris