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No 5G on Unlocked Phones
Bill_Folds
Member

Why phones that are purchased unlocked from Samsung - not from a Verizon store - are unable to access 5G networks?

I have a brand new Galaxy S22 Ultra on the most expensive "5G Get More" plan and the coverage map shows that I live in a solid 5G area, other phones connect to 5G here, but mine never gets on 5G, not even in downtown or in a Verizon store, couldn't even get the LTE enabled on 4G without running a script.

Called tech support and was transferred to a "Level 2 Support" who advised me that this phone will not get 5G because it was bought from Samsung instead of from Verizon directly, he also said that 40MBps that I get on 4G is about the same speed as I would get on 5G, so now I want to know why that's the case when my device has 5G capabilities?

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Re: No 5G on Unlocked Phones
mama23dogs
Sr. Leader

It may be capable on AT&T.  Do you have a 5g sim? 
5g is not a reliable service yet.  All it does is drain our batteries 

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Re: No 5G on Unlocked Phones
Bill_Folds
Member

SIM card was the first guess, I called 611 customer service, then went to the local store to pick up new SIM cards. One SIM was for this S22 Ultra and the other SIM was for an also-unlocked Note20 Ultra that's on the same account and plan and had a 4G SIM before. Neither of the phones will connect to 5G network after SIM change. Yes, they have been reset and all kinds of things done trying to fix it, worked with VZW Tier 2 Tech Support. Do I "have to" get 5G? I dunno. If it drains my battery then I can turn it off with Samsung Band Selection app. But that would be my decision. Not Verizon's. It's true that regular 4G seems sufficient for most of what I do at the moment, but there are times when I wish my connection speed was faster, while I do understand that slow loading can be due to a variety of factors. Anyway. While I'm not sweating it right now, per se, this "5G Service" has been advertised as available and I'm paying for it, I have the right plan and the right area and the right device to get it, so I'd like to please know what's the deal here... our family has been with Verizon for over 20 years... we would prefer to keep them as our phone service provider if they can get their technical (and customer service) game up to modern standards...

Re: No 5G on Unlocked Phones
mama23dogs
Sr. Leader

Unfortunately, when we being unlocked phones, service providers are off the hook if we get talk text and data.  Anything else they write off as ‘your phone isn’t fully compatible’.  Wifi calling was an issue for several years, I’m just glad that works. (And very well)

5g doesn’t connect in our area most of the time.  My note 10+ never connected as it only has mmw 

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Re: No 5G on Unlocked Phones
vzw_customer_support
Customer Support

Hello! Thanks for getting in touch with us today. We will be sending you a Private Note shortly. *Bryan

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Re: No 5G on Unlocked Phones
vzw_customer_support
Customer Support

Hello! Thanks for bringing this to my attention today. This is happening because the phone you purchased is a Non-Verizon phone. When a phone is purchased directly from the manufacturer, then that phone will not have the same capabilities as a phone purchased through Verizon. Does this help clarify? *Bryan

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Re: No 5G on Unlocked Phones
SaltyS21U_User

Sorry, I have gone thru the same thing and it is called "CONTROL" if VERIZON CAN NOT CONTROL THE SITUATION THEN YOU GET NOTHING!! PERIOD BIG FAT PERIOD. My question is why did the Tier II Tech spend so much time with you, I and many others to try and fix the issue?? Please VERIZON ANSWER THAT QUESTION?? IS IT THE TRAINING OR SHALL I SAY LACK OF? 

GOOD LUCK!!! ✌️❤️🧂

Salty... Oh, yes I am!!
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Re: No 5G on Unlocked Phones
mama23dogs
Sr. Leader

@Bill_Folds 

phone: Samsung galaxy s22+ unlocked US model.

First I wanna confirm that an unlocked Samsung phone does indeed connect to 5G when 5G is available. I was surprised because I have been in 5G locations before and have not connected. 

So, I had a road trip the other day to Simsbury Connecticut. When I got there I was trying to meet up with someone so I got my phone out to make sure that we were going to connect and I had no service. 🚫 I was pretty surprised because Simsbury center is pretty well populated I could understand may be having slow data because of congestion but not the circle with the line no service.   I was able to connect to a Starbucks Wi-Fi in order to make my connection.

After my meeting I decided the best thing to do was to restart my phone which is what they always tell you to do to try to connect to the network again. I was quite surprised that my phone restarted with 5G in the top bar.  I had a really good connection, not especially fast speed but this was probably long band 5G.

5G connection continued for several miles, then dropped to LTE.

For a premium service this is a technical problem that should not exist!

Our phones should switch seamlessly between LTE and 5G just like they do between LTE and 3G.  

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Re: No 5G on Unlocked Phones
mama23dogs
Sr. Leader

@Bill_Folds 

I forgot to mention I do have a 5G plan but I do not have a 5G Sim card. In fact the SIM card dates back to when I first switched over to Verizon in 2019. And I believe at the time I was using a Google pixel three XL, not a 5G phone.  

 

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Re: No 5G on Unlocked Phones
vzw_customer_support
Customer Support

We certainly want you to have full use of your services whenever you need them. We will be creating a private note to address these concerns for you, please be on the lookout for that! 

*Michael

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