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Wrong SIM for half of contract

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Nichrome
4: Newbie

‎08-09-2021 02:25 PM - edited ‎08-09-2021 02:26 PM

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?

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chistery
16: Advanced member
16: Advanced member
In response to Nichrome

‎16-09-2021 08:37 AM

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.

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chistery
16: Advanced member
16: Advanced member
In response to Nichrome

‎16-09-2021 11:09 AM

Mine wasn't instant, they said it would happen within 24 hours and a few hours later I was disconnected then it reconnected again and my 5G was working.

I don't tend to believe the "wait 24 hours" excuses as it's usually to get you off the phone and fob you off to the next agent, but sometimes they do what they say!

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Nichrome
4: Newbie
In response to chistery

‎16-09-2021 01:36 PM

My account/service was just reprovisioned, and 5G is there now!

I realised it was disconnected when a message came down on my iPad. 10 mins later I am back online, and after reboot 5G came on.

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chistery
16: Advanced member
16: Advanced member
In response to Nichrome

‎16-09-2021 01:39 PM

That's great, glad it's fixed!

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Nichrome
4: Newbie
In response to chistery

‎16-09-2021 04:44 PM

So am I. Thank you for your input!

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