Verizon announced "Nationwide" (lower band) 5G access on Oct 13. Since the "Ultra" (high) band won't be accessible in my location, I was glad the Nationwide coverage map showed it was locally available. But, I just discovered that my SM-976V was made in August 2019 with the older Qualcomm X50 modem that connects only to the high band. So, after spending a lot on the SM-976V that was advertised as a 5G device, I get no such connectivity. I believe customers should have been informed of the modem and limited access issue. Have others been impacted with this problem? Does anyone have a suggestion for getting satisfaction from Verizon and/or Samsung?
Did they ever reply 🤔
They offered some more money towards price of new phone. They also said Nationwide 5g is no better than the 4g that I have now. Why spend the money to switch?
I got success filing a BBB complaint. I was getting ready for small claims court too, and was very confident I could win. Would have made hella FB post!
This is garbage.
I too am extremely disappointed in Verizon. First of all, the comments I have read from Verizon customer support I am really sad that they are treating customers like that. Some of the comments from them are saying basically be happy with what you have. That is absolutely poor business and as a company you should be ashamed of yourself. For as much money that is spent on these phones and the monthly plans that come with them, that is unacceptable and any comment coming from someone representing Verizon as a company should be terminated immediately. I switched from AT&T to Verizon based on better coverage in northwest Florida where I live. I was told by our salesman that this is a "5G ready phone" and as soon as it is rolled out here, it will absolutely work on my note 10. The average consumer would never know the difference between ultra wideband and nationwide technologies. And even if they did, they would never know that their phone that they just bought for 1300 bucks would not be capable of receiving the nationwide 5G. I honestly believe there is just ground for a class action lawsuit regarding this matter. Verizon as a company needs to right a wrong here because they marketed the note 10 as 5G capable. Period. No mention at all that there would be an uncompatible network expanding for it. I also bought a note 10 for my wife on my plan as well with this in mind. 2600 dollars. 5G nationwide is available everywhere here in northwest Florida and neither one of us can use it when that is what we were sold to by a Verizon representative (our Verizon store salesman). IF Verizon truly is interested in providing customer satisfaction (I have my doubts on that from the comments on this thread from the customer support), its time to step up and give free upgrades to a phone that does what was advertised.
Don't hold your breath, most of Verizons own representatives don't even understand the problem, the only thing I have been offered is a new sim card which obviously will not fix the problem, but every Verizon technical support person seems to think so... My wife who also has the note 10 ultra "5G" went ahead and let them put in the new Sim card and of course it still didn't connect to 5G, but the support representative told her it actually was but a software update would fix the icon later!
All we get are excuses and lies, either due to poor product knowledge or people who know better but can't do anything about it so just make up something so we will just go away. I have 6 lines on my family plan and we will be switching back to T-mobile as soon as my "5G" phones are paid off.
Also, if you have the protection plan that supposedly repairs the screen for $15 don't count on it! My wife's phone got a crack and they refused to fix it because it also had a scratch on the back of the phone, so they will only repair the screen if the rest of the phone is in pristine condition! It's nothing more than a sales ploy, once your under contract they make every excuse possible to not help you, we had to go through the other insurance and pay around $200 to get it replaced with a refurbished phone.
We really don't want you to even consider leaving us. I would like to help you to change your mind, and offer additional assistance. Tell me, was your address confirmed as a 5G area? If not, you can check our coverage map at this link: http://spr.ly/6605yBD6f If you are not showing 5G after you confirm the location, please send us a Private Note. We can definitely take a closer look into it for you, and make sure you're set up for success.
Yes, according to your coverage map on Verizon's website, nationwide 5G is available everywhere in my area, including my home address. I drive trucks for a living traveling long distances all over the United States. I have only picked up 5G ultra wideband one time in the almost 2 years I have owned my phone. I know that the note 10 is not 5G nationwide capable, but they advertised this phone as 5G capable. This is why Verizon needs to step up and right a wrong with not informing customers of the difference between 5G ultra wideband and 5G nationwide. As was mentioned previously in this thread, 5G nationwide was being developed well before the beginning of selling the note 10. Marketing this expensive product as 5G capable and finding out that it is not 5G capable except for basically wifi coverage from a router is unacceptable. Simple as that in my opinion as a well paying customer.
bradleyclark88, that is correct the Samsung 10 Series while 5G Ultra Wideband capable is not compatible with Nationwide 5G. However, if you would like, we can review options for a possible upgrade to a device that is 5G Nationwide compatible?
-Joshua
Great solution stuck with wasting 2300$ and you want me to spend more money awesome sales scheme.
I have called Customer Service, went into a store and still get the same run-around. They offer no solution what so ever but to upgrade to another phone while we all wasted $2000 plus to get the first 5G offered phone. They need to offer a free replacement or Samsung does or expect a mass customer exit at best or even a class action lawsuit. This is ridiculous. They for sure will lose this life long customer. Unforgivable and down right unethical.
I am experiencing the same issue. A few chat sessions and phone calls. A change of two SIM cards with no solution. I know I am in 5G because other phones in my house hold have 5G except for my phone. I noticed offering solutions through private email or otherwise and addressing the whole community. I hope that you make whatever solutions you are offering public. I am looking forward to it.
I'm sorry you are having problems with your Note bradleyclark88. Let's look further into this. What zip code are you in? What speeds are you seeing on your device?
JoeL_VZW
I have the same problem. Looking into switching providers.
Bobbyhatfield, it's difficult to hear that you are having this issue. How may we help? TerranceT_VZW
He is referring to the device not being compatible with 5g due to its processors. Basically, those who bought a 5g device in 2019 are stuck with an expensive device "5g ready" yet are not able to obtain service. Keep in mind 5g is available in his area.
6 days and no answers
Bobbyhatfield, I am sorry to learn that you have not received the details you need. The Note 10 is not a 5G device and will not work with the 5G Nationwide plan. Please review the "What kind of phone or device do I need to access the 5G Ultra Wideband and/or 5G Nationwide networks?" section of the 5G Nationwide and Ultra Wideband mobile networks FAQs. https://www.verizon.com/support/5g-mobile-faqs/#phone
Does this information help?
JacobG_VZW
I have the exact same issue. Would someone please post an update on any resolutions Verizon agreed to? I switched to the 5G plan last week and now only to find out that my phone (note 10+ 5G) cannot get on the nationwide 5G. This is ridiculous...
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