Not getting 5G

[Eezirob]

Recently purchased a 5g plan from virgin but only showing 4g on phone. Checked area coverage and this reports strong area 5g coverage. 5g switched on in phone settings. Can anyone help?

[enlli]

Have you tried the phone in any other location than your house?

I'm on Vodafone and I can tell you it is possible to be in an area marked 5G and not have a 5G signal. The reason for that is at this stage all Vodafone 5G is classed as NSA (None Stand Alone). In layman's terms that means it relies on 4G infrastructure, at present this is via one 4G site in the area. If your phone can't see that particular site then you won't get 5G. 

Work is ongoing to add more 4G connections but that takes time, particularly while 5G is in its rollout infancy.

Until you have tried more than one location you can't say whether you have it or not.

[Eezirob]

No, just the Virgin media Internet name is visible and the button activated with goto.virginmobile.uk underneath..

[Kath_F]

Hi Eezirob, 

Thanks for sticking with us on this one. 

Can you please let us know if this is happening everywhere or whether it's only happening when you are at home?

Let us know. 

Thanks,

[Eezirob]

It seems to be happening everywhere. I have never seen it display 5G thoughin fairness I have not been to the town centre yet.

Regards,

Eezirob

[Kath_F]

Thanks for confirming that for me Eezirob. 

One more thing - are you able to try the SIM in another device. Do you get the same issue then too?

Thanks,

[Eezirob]

I`m afraid I do not have another 5g capable device to try it with, just my Samsung S21 Ultra.

Regards,

Eezirob

[Zak_M]

Thank you for coming back to us @Eezirob 

Could you do a manual network search and let me know the virgin network that it says its connected to? 

Kind regards,

Zak_M 

[Eezirob]

The list is-
Virgin
23432
EE
3UK
O2-UK

[Zak_M]

Thank you for coming back to me. 

The 5G supported network is the virgin Vodaphone network, this is why you don't currently have 5g connection.

Kind regards,

Zak_M

[Eezirob]

Do I need to contact Virgin then?

Regards,

Eezirob