Skip to main content
Accessibility Resource Center Skip to main content
Have a phone you love? Get up to $500 when you bring your phone.
cancel
Showing results for 
Search instead for 
Did you mean: 
s21 ultra 5g not connecting to 5g
moshah
Member

I upgraded to the s21 ultra 5g, however I am not getting a 5g connection no matter what I do.  Seems stuck on 4g. 

My wife upgraded to an iPhone 12, and she's getting 5g sitting right next to me. So I know 5g is available. 

Things I've tried: Factory reset, network connection reset, airplane mode on/off. 

I'm in Northern Virginia, 20147 near ashburn farm parkway/hemingway drive. About 3 miles from Verizon headquarters!!

 

0 Likes
Re: s21 ultra 5g not connecting to 5g
vzw_customer_support
Customer Support

Hi, Moshah. Congrats on your new Samsung Galaxy S21 Ultra 5G! I understand you're having trouble getting 5G on your device & want to help. Thanks for sharing the troubleshooting steps you've already taken. Are you using a previously activated SIM card or the SIM card that came with your new 5G device? When you navigate to Settings > connections > mobile networks > how do you have your network mode set? Is data roaming toggled on?

 

KiaH_VZW

0 Likes
Re: s21 ultra 5g not connecting to 5g
moshah
Member

Yes, I'm using the SIM card that came with the device,. For network mode it's set to "Automatic"

0 Likes
Re: s21 ultra 5g not connecting to 5g
vzw_customer_support
Customer Support

Thanks for checking those settings, Moshah. I want to look further into this for you. I've sent you a Private Note. Please reply at your earliest convenience. 

 

KiaH_VZW

0 Likes
Re: s21 ultra 5g not connecting to 5g
klowetx
Member

How was this resolved?  I have the same issue, same phone, same circumstances.

0 Likes
Re: s21 ultra 5g not connecting to 5g
vzw_customer_support
Customer Support

klowetx, help is right here! We don't want you to miss out on our 5G connection. Have you always had trouble with connecting to 5G or has this been a recent issue? Do you have the most updated software on your phone? Are you able to connect to 4G? AliciaD_VZW

0 Likes
Re: s21 ultra 5g not connecting to 5g
mtjphone
Member

I would also like to know how this was resolved. Purchased the S21 Ultra 3 days ago and had my plan upgraded to a 5g plan.  Still nothing.  Was told to go to settings, connections, data usage and made sure the mobile date was on, and it is.  Still no 5g.  Yet, my daughters S21+ has 5g around the house.  

Luckily I have a 14 day return option on the phone, and will most likely return the phone as I paid for a 5g phone and expected to get 5g considering my daughter gets it on her phone which is also with a verizon plan.  

0 Likes
Re: s21 ultra 5g not connecting to 5g
vzw_customer_support
Customer Support

We certainly want you to be happy with your new device. Can we please have your ZIP Code so that we can take a look into your area? Is this only happening around your home or everywhere you go?

EllisandraC_VZW

0 Likes
Re: s21 ultra 5g not connecting to 5g
Jonnyc1981
Member

I have the same issue in phoenix... they claim its a bad pocket...but thats not my problem and they dont do squat about it besides trying to get ME TO BUY MORE THINGS. Instead of giving me the correct service they promised and sold me to begin with.

0 Likes
Re: s21 ultra 5g not connecting to 5g
vzw_customer_support
Customer Support

We want to run a speed test with your device to see what exact speeds you are getting at the moment. When you have a chance, please click on the following link, and select Run Speed Test. Then please share your results with us to further troubleshoot the issue with your service. We will be standing by waiting for your results: http://spr.ly/6604JeBro ~David

0 Likes