Wrong SIM for half of contract

[Nichrome]

Hi,

Last year, about May,  I got myself S20 Ultra 5G with 24GB data. My SIM was swapped for a new one due to 5G compatibility.

I have never seen my phone connect to 5G network even on airports with claimed 5G coverage. I thought maybe because it's first 5G phone it isn't compatible with what Vodafone provises. I've let it be.

This year upon ipad pro 11" release, I took it on contract with data plan, also at Vodafone. And as I found, I have 5G connectivity even at home! My phone still doesn't connect to 5G, although phone is supposedly 5G compatible, and so is my contract.

I have just swapped their SIMs around, and after this I found out my phone works with 5G! Ipad wouldn't connect to 5G anymore, so it became obvious it is the SIM that's at fault.

What can I do about this, apart from getting new SIM? It's over half of my contract I had a faulty/incompatible SIM and I think this is incredibly unfair on me as a customer. Got a 5G phone with incompatible/faulty SIM?

[Amanda]

Hi @Nichrome 

I'm sorry to hear this has already been escalated but isn't resolved yet. 

We'll need to take a look at your account, to see what's happening. Please send us a message on Facebook or Twitter so we can help further. 

Thanks 

[Nichrome]

I do not use Facebook nor Twitter.

I have 5G coverage in my area. I've even tested my work's SIM, which also happens to be Vodafone, and that also picks up 5G in my phone.

It is only my personal phone's SIM/account that doesn't receive 5G, even though I am in the area, my phone supports it, and heck, even appears in mobile network settings.

2 other SIMs (iPad data only, business account) receive 5G on my S20 Ultra as soon as I throw them into my phone.

I am yet to get a notification from "technology team" within next 24 hours. Or at least that's the assumption of support agent who escalated my case.

Every time I contacted support, I asked them to check my initial chat, and always ended up explaining everything to them. Eventually I got the following case reference which should help identifying things...

8D769A82C20A4369

[Nichrome]

Prior to SIM swap with iPad and my S20 Ultra

 

 

And after the swap:

 

 

[Nichrome]

And my SIM sample set. Take a guess which one does not give 5G in iPad nor S20 Ultra.

PS work phone is just S10, no 5G.

I marked out SIM Numbers.

[BandOfBrothers]

I appreciate you say that you choose not to use Twitter or Facebook however the Vodafone Social Media Team's can't help with account access required issues via this forum @Nichrome 

It takes a few minutes to create a Twitter account to use, and then can be deactivated once no longer needed.

That said I appreciate not everyone wants a Twitter or Facebook account at all.

If you choose not to create an account to progress this via your post here then unfortunately this is where the Vodafone Social Media Team's can't help any further.

I therefore hope all goes well via your sole contact with Vodafone Customer Services.

[chistery]

Any luck with Cellmapper?

[Nichrome]

Cellmapper 5G restricted

I'm sorry but I won't be creating an account on platforms I do not intend to use. 

I'll stick with customer service, although sounds like I'll just terminate my contract early and move off else where as shortly this will be 3rd 48 hour period with unresolved issue.

[chistery · Accepted solution]

I can't see the picture yet, but as long as it says 5G on your plan in myvodafone, and you are getting 5G restricted, you most likely will need Vodafone to do a full de-provision/re-provision on your account.

This effectively cuts you off and resets everything but tends to fix issues like this where a number of us have 5G restricted and it should work.

Now, getting Vodafone to understand this is often difficult and multiple calls will be needed to find someone willing to help. I would suggest you take screenshots of your account and contract end dates beforehand, as they can reset or change.

Good luck! If you don't get anywhere with 1st line, try to get passed to 2nd line. If that doesn't work, hang up and call again.

[Nichrome]

Checking with V now.

I have copy of my contract on my email.

Will let you know how it goes.

Thanks!

[Nichrome]

I visited the store as I was tired of explaining everything over live chat.

They have submitted request to disconnect and reconnect my network/account.

But another strange thing, is that normally this would work immediately. I am now over an hour into the moment my network should be disconnected, but it still works lol

Lady in the store said she and someone from technical team will keep an eye to get this sorted out and let me go.