Not getting 5G!?

[Red_Snow]

I spoke to BT CS a few weeks back regarding my SIMO plan that I'm on as a BT Halo customer. I explained that I have a SIMO and that I was going to be purchasing a Samsung Galaxy Note 10+ 5G and they stated that I would get 5G in a 5G coverage area without making any changes on my account

Well I've just been in a large 5G area to the SW of Leicester (M1) and despite toggling airplane mode and switching between 4G/5G I didn't get anything more than LTE+. 

Do I need any setting changes on my account or a different APN?

Thank you

[-Richie-]

Did you upgrade your Simo plan to a 5G handset through BT ? Simo plans don't include 5G, you need the handset to be 5G and provided by BT, and also have Halo 2 and the 5G addon.

[Red_Snow]

No I didn't but specifically asked the question on several occasions "would I get 5G as a Halo customer even tho I am sourcing my own 5G handset" I was assured that I would! I have screenshots of the conversation

I'm going to be really very "unhappy" if I've laid down the money on a new SIM free 5G handset on the advice of BT CS and cannot get 5G!!!!

[Red_Snow]

Looks like you might be right @-Richie-  I'm in a strong 5G area in Nottingham right now but I'm stuck on 4G+. 

Not happy with BT at this precise moment! 😡

[Red_Snow]

Who would be the best number to go through on? Options team?

[imjolly]

I doubt options team can help you unless you want to upgrade or change package would be better contacting BTMOBILE help   https://www.bt.com/help/home/contactus/index.html#/mobile

[-Richie- · Accepted solution]

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@Red_Snowwrote:

Who would be the best number to go through on? Options team?

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BT employees can't change policy, for now Simo plans can't have 5G, obviously this will change, just like previous 3G and 4G rollouts.
You need a 5G handset provided by BT, you need Halo 2 and the 5G addon.

[Red_Snow]

All sorted, PAC code issued.