iPhone 12 Pro 5G UW Not Working
jjones3
Enthusiast - Level 2

Essentially my phone will work fine on LTE or 5G, but as soon I walk into a 5G UW area the Internet just stops. It doesn't say I have no service, in fact I have full bars with the 5G UW symbol, it just stops working. No pages load, no apps using the Internet work. I feel like this is probably an issue with the phone, but I wanted to see if anyone else was having the same problem.

Edit: Chicago region

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144 Replies
vzw_customer_support
Customer Service Rep

That is certainly not the experience you should be having. Let's see about getting that corrected. Are you using the SIM Card your new device came with?

 

NoahS_VZW

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jjones3
Enthusiast - Level 2

Yes, original SIM with phone.

 

I should have also noted it was working when I first got the phone. And only recently have I noticed this failure. I can't remember exactly when it started though, but my assumption is it could be tied to an iPhone update. 

 

 

vzw_customer_support
Customer Service Rep

jjones3, thanks for the helpful information and we'll be sure to get this 5G UW service issue resolved together for your iPhone 12 Pro.

 

Please use the link attached for how to Reset Network Settings on your iPhone. http://spr.ly/6604HWb4e

 

Keep us posted on any changes.

 

 

AlanS_VZW

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jjones3
Enthusiast - Level 2

Resetting the network settings seems to work, but only briefly. It eventually stops working. 

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vzw_customer_support
Customer Service Rep

jjones3, 

 

Thank you for the details. You mentioned the software update. Can you tell me what software you are on now? Do you have your phone backed up?

 

JenelleW_vzw

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chunkyblamm
Enthusiast - Level 2

My 5guw doesn’t work either, I’ve had to disable it in settings because it’s making my phone useless whenever I’m in a 5guw zone.  I have an iPhone 12 Pro Max running 14.7.1.  SIM card came with it, from insurance.  I’ve tried resetting network settings but this did nothing.

vzw_customer_support
Customer Service Rep

chunkyblamm, making sure you have the services you need is vital. Let's investigate. When did this concern start? What happens when you try to use your services (calls, text, data)? May we have your nearest intersection, City, and zip code, so we can accurately pinpoint your location?-Sylvia

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chunkyblamm
Enthusiast - Level 2

It starts whenever the phone picks up 5guw.  I can still make phone calls but no internet and no iMessage.  Normally is a concern for me at 125 South St, philadelphia, pa 19147.  

vzw_customer_support
Customer Service Rep

chunkyblamm, we want to ensure we are understanding you correctly, you are not picking up 5G on your iPhone in a certain area in Philadelphia? Or are you not getting 5G at all?

 

-Nicci

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GQ123
Enthusiast - Level 2

I am having the same exact issue as @chunkyblamm and am also located in a similar area of Philadelphia. LTE and regular 5G is fine. 5G UW makes internet completely stop working and I have to turn 5G off to get internet again via LTE.


iPhone 12 Pro

iOS 14.8

vzw_customer_support
Customer Service Rep

GQ123, making sure your device services are working consistently is important. Allow us the opportunity to further investigate. When did this start? Are you experiencing concerns primarily indoors or everywhere you go? May we have your nearest intersection, City, and zip code, so we can accurately pinpoint your location? -Sylvia

GQ123
Enthusiast - Level 2

@vzw_customer_support This is happening both indoors and outdoors in certain areas of Philadelphia. It has been going on for at least 6 months. Nearest area to me is Washington Square Park, Philadelphia, PA 19106.

It’s frustrating to buy a new phone specifically to use the speed of 5G internet and then have the exact opposite experience where I actually have zero internet connectivity when I keep 5G turned on.

Please fix the issues with 5G UW.

Scopietre
Enthusiast - Level 2
  • This has been happening with my iPhone 12pro as well. Got new SIM card. Went to apple. Went to Verizon. Messaged Verizon. Reset phone and still happens. It’s massively frustrating I can’t use my own network and nothing is being done to fix. I’ve had this issue for almost 2 months now. 
vzw_customer_support
Customer Service Rep

Scopietre, we are concerned to hear you are having issues with 5G UW data not working. To clarify, what plan do you currently have? Have you received any texts regarding provisioning issues? *Joshua

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Scopietre
Enthusiast - Level 2

Beyond unlimited / shared unlimited. No information regarding additional support. I’ve contacted support via app messenger. After 2.5 hours I was transferred to a specialist who then after 45 min had me reset settings. I can’t do that again. I went to the store twice, changed SIM card and when nothing changed, had me go to Apple where they said it was a network problem so I went back to Verizon where they said morning they could do. I called and after another hour of waiting and being transferred, they wanted me to reset again…. Nothing has changed so again, I’m paying for something I can’t use and no one has offered a solution or for that matter an apology that actually means something. Not trying to be rude but after giving up so much of my personal time away from work and family I’m more than upset. 

vzw_customer_support
Customer Service Rep

We want to ensure you can access the 5G Ultra Wideband network on your 12 Pro without issue. Can you advise if this issue occurs on both the eSIM and physical SIM or has it only been used on the physical SIM? Have we tried removing all of your 5G features and then readding them back to the device to see if the reprovisioning of your 5G services rectifies the issue?

-Ebony

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Scopietre
Enthusiast - Level 2

I have recently done this with no change at all. 

Going on 3 months now of the same issue. I’m paying for a service that I’m not receiving. 

vzw_customer_support
Customer Service Rep

I am dedicated to getting to the bottom of this once and for all! I apologize for the experience as we want to see you enjoy the Ultra Wideband technology. Where are you located when you are expecting 5G UW to appear? Are you seeing the base 5G icon for the 5G Nationwide service?  -Yale

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WILSON68944
Enthusiast - Level 2

Hi, thank you for your response. At first I tried to fix this through calling customer service but I spent 2 hours on it and the person didn’t seem to know how to fix it or the solutions like you guys do. My issue seems to be primarily that my  5GUWB simply doesn’t connect to the service anymore at all. It throws an error code and says I’m disconnected from data as if I was on Airplane Mode. Now the Ultra-Wideband icon does appear in the corner of my phone, it just no longer connects.

To answer your question, I don’t use an E-SIM. I do use a physical SIM though. No, we hope ave haven’t tried manually removing 5G UWB off my line then re-adding it back to see if it’s a provisioning issue, The tech I spoke to didn’t even seem to be aware of the provision solution.

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vzw_customer_support
Customer Service Rep

These details are helpful, please send us a PM. *Cecile

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