Thanks for the post and welcome to the Community. I am so sorry that you have not been able to use your BT Mobile 5G SIM in your Samsung phone, or that you are receiving inconsistent messages from us, about whether your SIM will work in your 5G enabled phone.
I have looked into this and unfortunately, BT sells 5G SIM and handset bundles. If you use your BT SIM in another 5G device, we can’t guarantee it'll work, or provide any ongoing device support.
I appreciate that this will come as a disappointment and I am so sorry that this wasn’t made clear when you placed the order. If you contact the BT Mobile team on 0800 800 150, they will discuss your options considering you are paying for a service you cant fully utilise.
If you face any further problems when speaking with our Mobile team, please come back here and let us know?
Thanks for the reply. Yes, it has been a pointless 24 hours.
I want to be with BT, as it makes sense, and if you go on the BT app under my halo benefits, it says that I can get 5g as part of my no limits, but I've spent a few hours on my phone finding out after switching that I can't.
It actually makes very little sense, given that my device is the exact same device BT sells (the note 10 5g direct from SAmsung), and I'm in a 5g area. It seems like there's literally a switch that could be pressed to turn it on, but given that seems beyond anyone, I'll probably end up going with EE, for 9 quid more a month, but the money going into the same pot at the top. Madness!
Can I just get clarification on your statement:
"...we can’t guarantee it'll work, or provide any ongoing device support. "
Will it work or not, I can't believe it is a variation of either, like other posters, as a Halo customer, and recent press I believed I would get 5G, so I bought a 5G phone, will it be a chocolate teapot or not? (have 3 family SIMs so invested BT Mobile)
I am afraid this is incorrect, 5G is not available to all BT Mobile customers. I have a 5G S20+ direct from Samsung and live in a 5G enabled city. No 5G on my phone and following a disappointing phone call with customer service, unless your 5G mobile is purchased from BT then regardless of whether your a Halo/Plus customer etc, you'll not benefit from 5G.
Needless to say, I've now got my PAC code and given that I have my broadband and mobile bundled, I'll be changing my broadband when that contract is up on May.
It's sad really given the statements made by BT regarding 5G, that I should find them to be lacking in the context which really should have been made clear i.e. '5G available to all BT Mobile customers as long as you take out a BT 5G mobile phone contact. SIM Only not included.'
It’s a commercial decision. BT obviously make more if they sell you a phone as well. Early adopters always get to pay more. Eventually it will be available on SIM-Only I am sure. Maybe when the 5G iPhone comes out as a lot of people buy those direct from Apple.