Where’s my 5G
RiGemi
Enthusiast - Level 2

It has been two days that I haven’t had 5G service in an area where I have always had it. I currently only have LTE at this time. I’ve done all the troubleshooting from restarting my phone to a hard reset only for nothing to happen. I tried to get assistance via the live chat and that disconnected. Nothing online says there’s an outage, update or anything going on that could impact the service.  
is there ANY info or solution to this???? 

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Re: Where’s my 5G
SynthpopAddict
Contributor - Level 3

Did you sign up for Verizon only recently, or are you a longtime customer?  Because I'm really starting to think that they give you unlimited 5G for 60 days when you first sign up, but then it goes to whatever the local norm is and what plan you have.  At least that's been my experience.

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I'm not a Verizon employee, just another customer trying to help.
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Re: Where’s my 5G
RiGemi
Enthusiast - Level 2

I’ve heard of that being a concern for many, but I have been a customer for years now. 

Re: Where’s my 5G
SynthpopAddict
Contributor - Level 3

I can only hope your service improves.  Supposedly Verizon is trying to improve their 5G network without disrupting our existing service.

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I'm not a Verizon employee, just another customer trying to help.
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Re: Where’s my 5G
RiGemi
Enthusiast - Level 2

What has been the most frustrating is that in now month that I have not had 5G in places where I have always had it since I’ve had this phone, it that Verizon has had no explanation. I’ve been told that the data portion of my plan is the reason, which is not true. I’ve been told that I’ve used all my full strength data for the month, also not true. I’ve been told they cannot guarantee reliable service indoors, but the problem appeared out of the blue.  No one has had an answer because I honestly don’t think they know why it has happened. They have suggested to restart my phone and all the mundane tech support “tips” they have and nothing has worked. In Hartford CT I have never had LTE since everything transitioned to 5G. And let’s not talk about how I don’t even get 5GUW at all anywhere.  I’m not prepaid. I’ve been with Verizon for at least 5 years. 
apologies are great if they come with changed behavior….or in this case service. Over a month and less than quality service is less than acceptable. I’m paying for something I’m not receiving and nothing can be done? That’s what is the most frustrating. Must do better!

Re: Where’s my 5G
vzw_customer_support
Customer Service Rep

One of our main goals is to provide reliable service, and we are concerned to learn about service issues in the area. We'd like to help and find the root cause of the issue. I'll be sending a Private Message, please reply to it, so we can get started.

~Maria

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Re: Where’s my 5G
Tahoemike00
Enthusiast - Level 2

I'm having the same issue. I've been a Verizon customer for at least 20 years.  I had solid 5G for the last 6 months or so on my phone from my home office. But sometime in December 2023, 5g went away only in my home office and outside of my home. Once I drive a bit, 1/4 mile or so, I get 5g back. I called cust. service and we went through every troubleshooting procedure imaginable, even resetting the phone. Ugh. House spent/wasted. they suggested that my SIM card was corrupted .  I ordered a new one, installed, still no 5g in or around my home -- where I used to have it! Frustrated!!!

Tags (1)
Re: Where’s my 5G
vzw_customer_support
Customer Service Rep

Tahoemike00 We're sorry to read that you have not been able to get a 5G connection. Were there any changes to the device before this issue started? ~Peter

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Re: Where’s my 5G
Tahoemike00
Enthusiast - Level 2

Yes, immediately after the security patch update level on December 1st. 2023 happened. Lost m 5g in places that I used to have it. 

Tags (1)
Re: Where’s my 5G
vzw_customer_support
Customer Service Rep

Thanks for that information, Tahoemike00. What model phone are you currently using? You mentioned you have performed a reset as a troubleshooting step. Can you clarify what specific reset was completed?

-Lauren

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