Note 10+ 5G not supporting!
taco86pro
Enthusiast - Level 1

Having issues with my wife's Note10+5G. Recently updated phone plans to receive 5G service and have not gotten 5g service on her line. Phone was on my line before and I did have 5g as an add-on for an additional $10 fee/month. So I know phone was reliable in 5g signal. Wifes plan was always on 4g service until 1/16/23 when we went with the do more option plan.  CSR never gave us any  indication this phone would not support 5g. Called support # and after 2 hours they said they would try to fix issue with a few settings, nothing worked, next call next day...they attempted to "guarantee better service " by upgrading to the "get more" plan for an additional $20....figured well maybe that might "somehow" work.  Well it didn't. Then they suggested a new sim card after test showing that note10 was only getting 10mbps upload speeds. still no 5g. Now after many attempts i decided to see if anyone else has this issue and YES. Phone no longer supported for new 5G. Why did many Verizon agents not know of this and made me waste time and suggested to upgrade plan to a higher price to try and resolve this issue? Why is this phone labeled as a 5G phone yet it no longer supports 5g. Was so close to resetting phone to attempt to fix issue....good thing I didn't do that. Will this get resolved for all those customers that bought this phone with intension to use 5g in the future?

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Re: Note 10+ 5G not supporting!
vzw_customer_support
Customer Service Rep

taco86pro, we understand the importance of making sure your device is able to receive the proper network connections. Allow us the opportunity to go over the details. The Galaxy Note 10 5G can only access our 5G Ultra wideband high-band (mmWave) network. This device is not eligible for a software update to enable mid-band (C-Band) access. If you are not in a 5G Ultra wideband high-band then the device will default to our 4G LTE network. 

 

Please review our different levels of 5G access here https://www.verizon.com/support/5g-mobile-faqs/ 

 

 

-Sylvia

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Re: Note 10+ 5G not supporting!
vzw_customer_support
Customer Service Rep

taco86pro, we understand the importance of making sure your device is able to receive the proper network connections. Allow us the opportunity to go over the details. The Galaxy Note 10 5G can only access our 5G Ultra wideband high-band (mmWave) network. This device is not eligible for a software update to enable mid-band (C-Band) access. If you are not in a 5G Ultra wideband high-band then the device will default to our 4G LTE network. 

 

Please review our different levels of 5G access here https://www.verizon.com/support/5g-mobile-faqs/ 

 

 

-Sylvia

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Re: Note 10+ 5G not supporting!
taco86pro
Enthusiast - Level 1

Thank you for that info...yet as you provide a link for a faq page I'm able to confirm that with my address I'm supposed to get ultra wide band coverage. I screenshot location coverage and can provide upon request. Phone should be recalled/ replaced with actual 5g compatible device. 

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Re: Note 10+ 5G not supporting!
vzw_customer_support
Customer Service Rep

We've sent you a private note to better assist you. 

 

~Baldo

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Re: Note 10+ 5G not supporting!
taco86pro
Enthusiast - Level 1

Thanks for link but it didnt help. just got me more upset. Might end up changing carriers after 20+ years.  Agent "Joe" felt it was acceptable to have "5g speeds" when its registering on 4g data and its the lowest "5g speeds" at 9mbps to 56mbps when youre paying $65 a month per plan when it was $40 a month back then.  Too bad I cant revert back to old plan.  The problem is this phone and the fact that Verizon accepted to approve this phone on their network.  My problem was jumping to a 5g phone early to make it obsolete so fast. 

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Re: Note 10+ 5G not supporting!
taco86pro
Enthusiast - Level 1

Update. So I ended up going back to how I was with my old plan. Nothing good came out of changing to the newer plans (except for my line since I was already on 5g) so in all experience IF you have a Note10 5G don't expect it to really run 5G. Paid for the extras and was super excited for the add-ons but oh well. Not too happy with results but ok 

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