Samsung Note 10+ 5g (SM-N976V) from 2019 does not support 5G

[Sam124]

Has anyone found a solution for the issue of not connecting to 5G? I called the tech support many times. After spending over 10 hours on chat and phone calls, they said they will replace it but it was a lie. They have not taken any action until the manufacturer warranty expired, then they said it is out of warranty we can do nothing. Even the attitude of the advanced tech support agent was awful, she had an aggressive temper. This has nothing to do with the warranty and must be recalled for misleading marketing and advertising. I am leaving Verizon for both wireless and land line as soon as I payoff my device after 20 years of continuous service.

[Tigerstep]

Considering many posts here mention 5G from Verizon being worst than 4G, I don't see what that would accomplish. 5G isn't worth caring about yet.

[Sam124]

The question why to pay the price of 5G ready device while it is not. This is misleading marketing. 

[vzw_customer_support]

We want you to be able to enjoy your services with ease. Please send us a Private Note, we are here to work with you.

[vzw_customer_support]

We would not want anyone to settle for lesser service due to this. This device should be able to connect to 5G UW Networks as advertised. However, at the time that device released, there was no 5G Nationwide Network. As 5G Nationwide is a separate service altogether, you would need a device that was manufactured for this service in order to access it. If you have any additional questions on this matter, we are here for you. Please let us know if so. 

VZW_RobertH

[Sam124 · Accepted solution]

This is the generic answer that all agents are using. However, the device was advertised as 5G ready not 5G UW like the current phones are advertised by Verizon. The word ready indicate something that is coming not existing I guess. Also, that doesn't justify that an agent lies, saying she will send a replacement but she never did. You may track the conversation with the advanced technical support on 1/11/2020 between 2 and 3 pm EST. When I called to double check 2 days later, the advanced technical support agent who responded was rude, having aggressive temper and did not want even to understand the situation. In short, she was awful.

[vzw_customer_support]

I am saddened to hear that any agent was rude to you. No customer should ever receive that kind of service. What I can tell you about the Note 10+ 5G phone, even though it was build to handle 5G service, this device is not scheduled to get 5G any time in the foreseeable future. All 5G phones released in 2019 are not slated to get the updates needed to access the 5G network. I am not sure if it is because of how the device was built or that it cannot handle the software update, but at this time, it is not scheduled to receive the 5G capabilities update.

I understand customer's concerns about this, as I have that device as well. Although I have felt disappointment over this situation, the current 5G Nationwide Network has speeds similar to LTE, but with improved latency. The service improvements may not be noticeable to many. When you will see the greatest improvements and performance enhancements is when 5G Ultra Wide Band is released. This will be some time before it is released nationwide, as we are hard at work building the infrastructure to support this and slowly expanding the network over time.

Does this help you understand your current phone's challenges with 5G at this time? - ErichC_VZW

[VinnyKeys]

I think it is time for everyone to get together and start a lawsuit on this. You should put the Samsung Galaxy Note 10 5G as only Ultra Band capable. Not 5G compatible. I already have 60 people who agree with me and counting.

[vzw_customer_support]

VinnyKeys, we appreciate you sharing your feedback in regard to the 5G capability for your Samsung Galaxy Note 10+ 5G. Your current device is 5G Ultra Wideband capable which will allow you to connect to the Verizon 5G network. According to our resource, the model number you provided does show it is 5G ready. To change your network mode, please review the following steps below.

1. From the home screen swipe either up or down to access apps.
2. Tap Settings.
3. Tap Connections.
4. Tap Mobile networks.
5. Tap Network mode.

Please let us know if this helps.

KevinM_VZW

[VinnyKeys]

I am also having the same issue. The Samsung Galaxy Note 10+5G is only Ultra Wide band capable. It has the Qualcom x50 modem chip for hardware. I also was told when 5G came out, this was 5G capable. False advertising. Anyone with me in starting a lawsuit? I paid a extra $400.00 for the 5G capable version. They told me I would have to upgrade to a newer version. Have to pay again for a new phone. 5G Ultra Wide Band will not be out for at least another 2 years in my area.

[Bws2007]

the phone says 5g ready not just UW but 5g hence the name SAMSUNG NOTE 10+ 5g not SAMSUNG NOTE 10+ 5g UW like other devices have stated yall need to get off yalls butt and either enable it or terrible it up and upgrade our phones to the note 20 ultra witch is the most comparable phone to the the note 10+ 5g

[vzw_customer_support]

Bws2007, as mentioned while the Note 10+ 5G is compatible with Ultrawide Band 5G, it does not support 5G Nationwide. If you would like us to review upgrade options for a device that does support 5G Nationwide, please let us know. 

-Joshua

[Bws2007]

no you will need to su_ck it up and stop being little "bitc_hes" about it give us the Phones that we deserve that we paid for not this garbage

[bryangaskill]

How about making it right by providing upgrades??  Or refunds?

[dsavage30]

My note 10+ 5G phone is not connecting to either 5g nationwide or 5g ultrawide band, so this is all false info...It does not connect to 5g anywhere...It doesnt even give me an option to choose 5g under the network settings!  This is false advertising....it only says Global, LTE/CDMA, LTE/GSM/UMTS....it does not pull up the option for 5g, 4g, 3g, 2g etc as suggested.

[vzw_customer_support]

Dsavage30, we know you want to get connected to the 5G network as soon as possible. Please know the Samsung Note 10+ 5G is compatible with the 5G Ultra Wideband. You will want to make sure you have a 5G sim card, the 5G feature setup on the account, and that you're in a 5G UW area. If needed, you can use this link to review more information regarding 5G, along with the map to find the nearest 5G UW coverage. https://www.verizon.com/5g/

[JEddisKoch]

I have this same phone and it is not working with 5G. Apparently this is a known issue. I am extremely unhappy. What are my options for a remedy to this problem. I paid a premium price for this phone and I have been without 5G for 2 whole years. I am at my wits end with this phone. 

I have taken it to two stores and they have confirmed that it has a 5g card installed and that the phone is as set up as it can be. It will only allow it to be connected via "Global" and NOT 5G. I spoke with technical support at Verizon and they confirmed that it will not in fact support 5G because it lacks the capability to support that network.

Please advise me as to a FINANCIAL compensation for this defective and falsely advertised "5G" phone. Thank you.

[mama23dogs]

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@JEddisKoch wrote:

I have this same phone and it is not working with 5G. Apparently this is a known issue. I am extremely unhappy. What are my options for a remedy to this problem. I paid a premium price for this phone and I have been without 5G for 2 whole years. I am at my wits end with this phone. 

I have taken it to two stores and they have confirmed that it has a 5g card installed and that the phone is as set up as it can be. It will only allow it to be connected via "Global" and NOT 

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Global is the setting that permits 5G

I spoke with technical support at Verizon and they confirmed that it will not in fact support 5G because it lacks the capability to support that network.

Not true.  It’s supports the type of 5G that is not deployed in 99% of the United States. Ultra Wideband is only deployed in about 1% of locations

Please advise me as to a FINANCIAL compensation for this defective and falsely advertised "5G" phone. Thank you.

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Someone on Reddit explained this a whole lot better than it is explained on this thread. Verizon Ultra Wideband is only deployed in large cities, it is not been deployed in 99% of the United States. That means you have to be in one of the few locations where it is available in order for your note 10+ 5G to pick up a 5G signal.   
Verizon 5G has been extremely slow to roll out and coverage is far inferior to that of T-Mobile or AT&T. That said LTE coverage and general coverage with Verizon has always been better than AT&T. I switched from AT&T and have better coverage in speed with LTE than I ever did with AT&T LTE service.   
No one made me buy a 5G phone. I Purchased the note 10+ for all of its other specifications and didn’t even care whether or not it was a 5G device. I live in a rural enough area that I never expected to see 5G for a couple of years anyway.   
     I also remember when LTE was brand new. Everybody was sold brand new LTE phones despite the fact that LTE was only available in a few areas. No one complained.   
     Verizon’s best response to this would be to send everyone the locations where their note 10+ can indeed get an Ultra Wideband connection so you all can get over it.  I sure am.   

[4rod]

So, I happened to purchase this device back in 2019 for the express purpose of ensuring that this device was future proof from a 5G perspective. At the time, I was on AT&T and not very happy with my experience. My whole family was switched from AT&T to VZW as I embraced the fact that VZW was getting 5G before the other carriers and was very excited. I've been to the VZW store several times since, each time with them explaining that I just wasn't likely in the right coverage for 5G. I thought, OK - makes sense...

Fast forward to yesterday when my wife purchased a new Note 20 Ultra 5G. And, what do you know? Her device actually has 5G service - hmmm... 

While we were in the VZW store, I asked the gentleman about my 5G service and why I wasn't receiving it yet and he still stated that it must be due to 5G service just not being offered in our area yet. Wow!!! 

This is just flat out fraud - Hey Verizon - don't release a device with '5G' in the name if you aren't going to deliver. This is just not right!!!

[vzw_customer_support]

I apologize for the disappointment over not having 5G in your area as of yet, 4rod. I realize it is important to have access to 5G and we are ever expanding our network to go to new areas and coverage. Please refer to this link from time to times as we broaden the horizon of our 5G coverage https://www.verizon.com/5g/home/?kpid=go_cmp-13000162257_adg-127555622528_ad-528390976256_kwd-571970...

 -Ed

[4rod]

Thank you for your reply. Can you please explain why my wife's device is showing 5G and my device is not? BTW - I'm beyond disappointed...