Samsung Note 10+ 5g (SM-N976V) from 2019 does not support 5G

[Sam124]

Has anyone found a solution for the issue of not connecting to 5G? I called the tech support many times. After spending over 10 hours on chat and phone calls, they said they will replace it but it was a lie. They have not taken any action until the manufacturer warranty expired, then they said it is out of warranty we can do nothing. Even the attitude of the advanced tech support agent was awful, she had an aggressive temper. This has nothing to do with the warranty and must be recalled for misleading marketing and advertising. I am leaving Verizon for both wireless and land line as soon as I payoff my device after 20 years of continuous service.

[Tigerstep]

Considering many posts here mention 5G from Verizon being worst than 4G, I don't see what that would accomplish. 5G isn't worth caring about yet.

[Sam124]

The question why to pay the price of 5G ready device while it is not. This is misleading marketing. 

[vzw_customer_support]

We would not want anyone to settle for lesser service due to this. This device should be able to connect to 5G UW Networks as advertised. However, at the time that device released, there was no 5G Nationwide Network. As 5G Nationwide is a separate service altogether, you would need a device that was manufactured for this service in order to access it. If you have any additional questions on this matter, we are here for you. Please let us know if so. 

VZW_RobertH

[Sam124 · Accepted solution]

This is the generic answer that all agents are using. However, the device was advertised as 5G ready not 5G UW like the current phones are advertised by Verizon. The word ready indicate something that is coming not existing I guess. Also, that doesn't justify that an agent lies, saying she will send a replacement but she never did. You may track the conversation with the advanced technical support on 1/11/2020 between 2 and 3 pm EST. When I called to double check 2 days later, the advanced technical support agent who responded was rude, having aggressive temper and did not want even to understand the situation. In short, she was awful.

[vzw_customer_support]

We want you to be able to enjoy your services with ease. Please send us a Private Note, we are here to work with you.

[vzw_customer_support]

I am saddened to hear that any agent was rude to you. No customer should ever receive that kind of service. What I can tell you about the Note 10+ 5G phone, even though it was build to handle 5G service, this device is not scheduled to get 5G any time in the foreseeable future. All 5G phones released in 2019 are not slated to get the updates needed to access the 5G network. I am not sure if it is because of how the device was built or that it cannot handle the software update, but at this time, it is not scheduled to receive the 5G capabilities update.

I understand customer's concerns about this, as I have that device as well. Although I have felt disappointment over this situation, the current 5G Nationwide Network has speeds similar to LTE, but with improved latency. The service improvements may not be noticeable to many. When you will see the greatest improvements and performance enhancements is when 5G Ultra Wide Band is released. This will be some time before it is released nationwide, as we are hard at work building the infrastructure to support this and slowly expanding the network over time.

Does this help you understand your current phone's challenges with 5G at this time? - ErichC_VZW

[Bws2007]

the phone says 5g ready not just UW but 5g hence the name SAMSUNG NOTE 10+ 5g not SAMSUNG NOTE 10+ 5g UW like other devices have stated yall need to get off yalls butt and either enable it or terrible it up and upgrade our phones to the note 20 ultra witch is the most comparable phone to the the note 10+ 5g

[Bws2007]

no you will need to su_ck it up and stop being little "bitc_hes" about it give us the Phones that we deserve that we paid for not this garbage

[vzw_customer_support]

Bws2007, as mentioned while the Note 10+ 5G is compatible with Ultrawide Band 5G, it does not support 5G Nationwide. If you would like us to review upgrade options for a device that does support 5G Nationwide, please let us know. 

-Joshua