2019 Samsung Note 10 can’t get Nationwide 5G - false advertising?

[DocMurdock]

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?

[emtownsend]

I drove through Miami on the way to the airport yesterday and never got any 5G at all.

I am visiting my local Verizon store where I bought it to see if they can help with this.

I think I would even be happy if Verizon would just credit me the extra money that I spent to get the 5G version for the same reasons that Ronald did.  I think it was $300 more?  This was supposed to be the future proofed way to go.  *sigh*

[vzw_customer_support]

We work with integrity, and we don't want you to feel like we gave you incorrect information. Please visit our 5G Coverage Map https://www.verizon.com/coverage-map/ to check specific locations. EvelynR_VZW 

[Jymnell]

I tell you what, if i had a dollar for every time someone from verizon has said that to me, i would own verizon.

[vzw_customer_support]

RonaldReynoldsJr,

I want to make sure you can get the most out of your phone and that you always get great service you can rely on. Getting the very best signal on any phone is a big deal. I'd like to set the record straight on a few things.

5G Nationwide is a great option, but it is not a replacement for 5G UW and we have not abandoned 5G UW. Just in the last month we've launched 5G UW in multiple new cities. We plan to continue launching 5G UW in as many places as possible. UW however is a more complex network and does take longer to deploy. 5G Nationwide can be a great help in many areas, but the main benefit of it is that it allows for additional spectrum which can help alleviate pressure on our 4G network. That helps people who only have 4G phones as well. The speeds on 5G Nationwide are actually pretty similar to 4G, while 5G UW has an average speed of over 300 Mbps. We want everyone to be able to enjoy 5G UW in the long term because it is the network that offers a significant speed boost and a significantly different experience. Both are important, but we don't want to give the impression that 5G Nationwide is here to replace 5G UW because they are very different things that are both important.

What is it about 5G Nationwide that you are looking to? We want to do all we can to make sure you have the best experience on any phone.

AndrewT_VZW

[vzw_customer_support]

Hello, we can look into this for you. Please send us a Private Note.

[TMH_26]

Is there a solution to this issue?

[5pacey]

Same problem here. Have Note 10+ 5G, live in 5G nationwide area and don't get 5G. Whats up w/that? How do we fix this?

[Pkovack]

Apparently I am in the same situation, I know 5G works in my area because I have seen it, just not on my note 10+5G I have replaced sim, reset and updated more that 15 times and just recently replaced the device. Still only running in 4G they are now sending network support to my area which will ultimately do me no good because the network is performing as it should. They need do upgrade our devices so that we get what we are paying for. I bought a $1300 dollar phone so I could use "the best" 5G network, most of the vehicles I have purchased didn't cost me 1300.00 bucks... this is garbage upgrade our devices or risk losing clients. 

[vzw_customer_support]

Pkovack, the great thing about technology is that it is always advancing and changing. When your device was released in August of 2019 it was compatible with the 5G Ultra Wideband that was operational at that time and still exists today. Since 5G Nationwide just launched the technology was not there yet. Going forward we hope to expand the 5G Nationwide line of devices as we work closely with our manufacturing partners. 

Melissa_VZW

[RonaldReynoldsJr]

So Verizon hyped up one 5G technology, sold us phones based on that, then almost immediately abandoned expansion of that 5G technology in favor of a cheaper, faster version to roll out so they didn't appear to fail behind in the 5G race. Verizon may have kept up in the 5G race, but left us loyal customers behind in the dust holding a phone that 99% will never be able to use on 5G. I'm still paying on a phone that more than a year later has never even detected a 5G network, meanwhile Verizon puts a there efforts behind expanding a completely different technology that I can't use. As soon as my 5 lines are paid off I'll be enjoying 5G technology on AT&T or T-Mobil, I'll never trust Verizon again! 

[vzw_customer_support]

This definitely isn't the experience we want for you, RonaldReynoldsJr. Please rest assured that I have submitted your feedback to Samsung in regard to this issue. At this time, a device upgrade would be required to connect to both 5G Nationwide and 5G Ultrawide Band.

LorenzoP_VZW

[hortoristic]

I too bought this phone and I've called loyalty dept MANY times and Verizon is also telling me to pound sand despite it not working on Nationwide 5G.

Two local store managers said Verizon communicated and acknowledged this issue when rolled out in my area which further infuriates me - they knew about it.

Verizon, somebody is losing in this deal, why do you insist the customer take a loss? Give us the 5g phone that works and stop treating us this way!  I pay you guys a small car payment each month!

[vzw_customer_support]

This certainly isn't the experience we want for you, hotoristic. At this time, the only way to receive both 5G Nationwide and 5G Ultrawide Band is to upgrade to newer Samsung models. 

LorenzoP_VZW

[Bobsacto]

Currently there is an auction going on for for additional frequency bandwidth that Verizon is expected to be a bidder for to grab up more spectrum that could allow midband 5G such as Tmobile is using. Unlike the DSS nationwide 5G Verizon is currently using this can actually show an improvement over 4G. You have to wonder if then we'll see a splashy expensive ad campaign touting the new great nationwide  5G only to find out the no existing Verizon phone will work on it. But if you ditch the phone you bought a couple of months before you're golden. 

[g6autobot]

Same here I just spent an hour on the phone with a representative over this problem. He kept try to say I did not have the new 5g plan then found out I have had this plan since I bought this device. He then wanted to check the coverage map over and over even emailed me a copy while we were on the phone. As I told him I travel all over the country to major cites throughout the year and only one time for an hour did I even see the "ultra wideband". His solution was to give me a bill credit for 450 on a trade in over 24 months. But I would have to fork over 1000 dollars just to be able do the upgrade 788 that is still owed plus taxes and activation fees for the new phone that gets what I should be getting now. In the end this issue has not been addressed and or taken care of. I feel like I have been side street hustled. Because clearly  the fact that the name of my device is a Samsung Galaxy Note 10 Plus 5g. I'm over the garbage. If I have to pay that much to upgrade I will leave Verizon forever.  I smell a huge lawsuit.

[SLOULY86]

We should file a complaint whit the Federal Trade Commission. 

[MrNegative370]

Possibility the better business bureau? Because I have been paying for a 5g phone with 5g service and have not once received it. I have checked the maps, confirmed with customer Representatives, waited for them to send a new SIM card, waited for them to push a provisioning update to my phone and now I'm just waiting for them to think of something else to make me wait for.

[yezews]

Verizon is horrible!Thanks to everyone for helping me solve this issue. When I purchased my note 10 plus 5g I decided to spend the extra $ and go with the 5g option for the future. Recently I purchased a new phone for my daughter at a local Go wireless store. I asked about 5g coverage in my area.I was told yes,nationwide 5g service was available, but there was an extra charge. Not happy about another charge on top of my$350 monthly bill,I figured what the heck,I'm getting ripped off anyway...The next day I checked and no 5g on phone, while my daughters phone was showing 5g service. I checked back at store and was told my phone was not compatible with the nationwide  5g antennas .Quite angry I called Verizon. After dealing with trying to speak to a live person, I was told all I need is a 5g sim card.They would send for free and should receive in 3 days.After 12 days I called again to inquire where package was.In transit they said.I asked to send another and they did.Recieved card,called tech support and installed with no problems.Checked where there is known 5g coverage, no 5g on my phone. I called tech support, Reset this and that,updated this and that.Checked next day ,no 5g.Called Verizon, after 1 hour finally get someone who understands.  After complaining about extra cost of phone and service,  He Says there shouldn't be extra charge for 5g service, and whoever told me that was lying. Also said my phone was not compatible with nationwide 5g.He said maybe warranty and replacement department could send me a new phone that would work.Im transfered to someone else. He says he could send new phone but couldn't guarantee it had proper modem to connect to nationwide 5g.He said he would transfer me to someone in a higher position that could upgrade my phone for free considering all that I have been put through. Guess what happens next?He hangs up!Keep in mind,I just gave him my phone # for call back purposes!No call back.Tried numerous times that evening to get a live person with no luck.Next day after 1.5 hours of explaining my situation they finally acknowledge that my phone will not get nationwide 5g!They offer $200 towards purchase price for note 20 5g.I already spent $1300 on my 5g phone that doesn't get 5g!Told them I'm done and will be going to another carrier, their response was ill have to pay off my other phones before I leave them!Sounds like a nasty divorce!Goodbye Verizon, I'll take my $350 monthly charge elsewhere!

[vzw_customer_support]

We're truly disappointed to learn of your experience and don't want to see you go, yezews. We can definitely understand why you would be feeling this way and would like to get things turned around. The Samsung Note 10+5G does have access to 5G Ultra WideBand but does not have access to the 5G Nationwide network. You can learn more about the device here, http://spr.ly/6607HZsuf. We do offer a 14-day return period to exchange or return your device if it is not the right device for you. Are you still within your 14-day window? If so, your device would have to be returned at the Go Wireless Store location. 

DanielleR_VZW

[bryangaskill]

Did anybody get it figured out I just went and upgraded my kids today to the 5G Apple and there's works fine so is this a scam did we get messed up anyone please

[Rage2382]

Have same problem I have been to new york with mine it has never seen 5g. 5g is available in my area I can't get it called Verizon they sent a new Sims card still can't get it I won't a refund of my extra money. You sell me a phone that's the same as it cheaper sister for more money.....I am leaving Verizon been with them 15 years 1 phone 1 watch almost a 200.00 bill paying for 5g and don't get it paying for a phone still that is 5g but doesn't get it. Not cool!