s21 ultra 5g not connecting to 5g

[moshah]

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!!

[vzw_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

[moshah]

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

[vzw_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

[klowetx]

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

[vzw_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

[mtjphone]

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.  

[vzw_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

[David1959]

I need help with the same problem as him, I have called Verizon support many times and nothing gets resolved

[Jonnyc1981]

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.

[vzw_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

[CL4PTR4P]

Same here in Fargo ND. Show 5G on the coverage map, new S21 Ultra two weeks ago and never seen a 5g connection to date. Speed test on the Verizon network is showing about 180Mbps so I'm guessing it's actually connected at 5g (4g never had that much bandwidth if I remember right), just the phone isn't showing it. Wife's iPhone 12 Pro only shows 4g as well. Colleague's Pixel 6 only shows a 4g connection sitting next to me too. I'm guessing there's a bug in the Verizon system that isn't triggering the phone to display the 5g logo when it's connected or the phone isn't actually connected at 5g. We're all in the 58103 zipcode.

[vzw_customer_support]

CL4PTR4P, we apologize for the issues you are having with your service. 5G nationwide is available in your Zip Code. You deserve fantastic service at all times and we want to help you get it. Is the issue happening indoors or outdoors? What specific services are being impacted? 

JacobG_VZW

[kebertowski]

I just got my phone last week and am having the same issue in Sugar Land, TX. My Data Roaming is toggled to on and i have the most recent update installed on my phone. Just switched back to Verizon from AT&T and am debating going back to AT&T if this is not resolved. My kids in the same house have 0 issues. This is happening in the house, out of the house, around town. My kids have 5G and I only get 4G. 

[vzw_customer_support]

kebertowski, we know the importance of having reliable service and do apologize that you have come across issues with yours. Just to clarify, are you able to use your data at all or is the issue that you are only seeing 4G/LTE vs 5G?

-Christine

[David1959]

I have the same problem/same phone as everyone else in this discuss, have calling  Verizon since last July when I got this phone about not having 5G

I am downtown in a 5G area with strong service

Verizon has checked my phone and replaced it and my Sim, but no resolution 

What's the solution

[vzw_customer_support]

David1959,

Our goal is to make sure you always get the very best service. I know how crucial that is. To confirm, are you also using an S21 Ultra 5G? What signal do you usually show? Have you ever seen 5G on the phone?

-Andrew

[MonoSolis]

Same issue in San Antonio crazy.. same phones. I have a business account and 5g connected no issues other 3 phones I have flashing 4g 5g back and forth draining battery. Verizon has 3 trouble ticket on this but I'm sure it will be same as last 2 poor reception area don't buy it all. Done all troubleshooting as recommended by rep and replaced Sims but still nothing what is the fix?  

[MonoSolis]

 Business account phone service showing speed test. 

[MonoSolis]

2 lines same spot and ?

 

[MonoSolis]

Still trying to get someone to resolve this issue. Hours and hours on phone with multiple reps describing the issues and no resolution yet?