OPPO FInd X5 Simn only and no 5G

[DanW5]

Hi, I bought an OPPO Find x5 some time ago to replace a former Oneplus. This was not from EE. I took it into an EE shop however to ensure that I had a 5G sim card as this is a 5G phone- I have long had a SIM only account with EE.They were helpful and sorted all this out. At the time no 5G appeared on the screen but they said it should appear shortly outside the shop as the reception inside was poor. It never appeared. I returned some time later to the shop and they looked again but could not figure out why I had no 5G and seemed mystified by the Colour OS on the Oppo which automates all of this. They suggested I call EE. A lot of the delay then is my fault but in the meantime I discovered that when I went abroad I got immediate and excellent 5G, even in remote Croatia. On return to UK however, no 5G. On finally speaking to EE by phone about this they informed me that I'm still on an old 4G only account. How was this not flagged up in several EE shops and when I swapped my SIM in 2023. There is nothing in my account settings to confirm this, on the contrary it says: 

• Speed Our best speeds – no Max Mbps

So now for the first time I'm told I need to change my account to get 5G. Also in process losing my residual pre-brexit free data and calls abroad. Frustrating that something this simple could not have been identified when I first went to EE to get a 5G sim for my 5G phone.

[Katie_B]

Hello @DanW5. 

Thanks for coming here. 

I am very sorry to hear the plan you are on is not compatible. 

Has our customer care team been able to provide you with your available options?

Speak soon, 

Katie

[DanW5]

Katie, Sort of. They have said I need to take out a new contract. Sadly as I noted this would mean losing my free roaming. I'm currently considering whether it is worth losing this benefit just to obtain 5G. Its mainly frustrating that no-one was able to inform me of this simple problem with my account at an earlier date despite several visits to EE shops and also that my online account does not anywhere make it clear that it is 4G or less only.

[Katie_B]

I'm sorry to hear this and of course understand the frustration for this not being picked up on earlier @DanW5. 

Our guides will be more than happy to help process this if you wish to go ahead. 

Katie

[DanW5]

Hi, touching on the above  again, are you able to explain the misleading text in my apparently 4G only account?

• Speed Our best speeds – no Max Mbps

This is exactly the same as everyone else has on their EE account that I know who does received 5G. Are you able to outline if this is an oversight (incompetence) or intentionally misleading (fraud)?

[Leanne_T]

Hi @DanW5 

Thanks for coming back to us. 

To get the contract looked into, please call us and the team will check the account and the information that is showing in the EE account. 

Leanne.

[Chris_B]

@DanW5  

• Speed Our best speeds – no Max Mbps  
  
  just means you’ll get the fastest speed possible it doesn’t mean you have a contract that has 5G included and it can be the fastest speed possible on 4G, if your contract doesn’t include 5G.   There was a time when you could still get 4G contracts that didn’t include 5G.  All contracts now include 5G as that’s the standard. 

[Post92]

You have to go to the developer options and activate I 5g from there, it is probably deactivated