topic Re: Why does my 5G phone not connect to 5G? in Tech Support

Why does my 5G phone not connect to 5G?

Lesley_1 — Mon, 20 Feb 2023 11:28:00 GMT

Hello. I have a 5G enabled phone. My husband has exactly the same phone but is on EE. On several occasions recently my husband's phone has swithced to 5G and mine hasn't. Is there any restrictions on the O2 network that are stopping my phone from connecting to 5G when it is available? Thanks in advance for your advice on this matter.

Re: Why does my 5G phone not connect to 5G?

gmarkj — Mon, 20 Feb 2023 11:37:53 GMT

There shouldn't be @Lesley_1 - the only three conditions are that you are using a 5G phone (which you are), you have a 5G sim (you would need to confirm this) and there is 5G signal where you are (and EE and o2 might not have the same signal in your area).

The best way at the minute to get a new sim (if you need one) is to visit your local store - they can help get you set up on it. Calling customer services to request a new one might (probably will) get your current sim cut off so could be rather inconvenient.

Finally to check the signal, see the information in the below guide, mainly the coverage checker:

Re: Why does my 5G phone not connect to 5G?

Lesley_1 — Mon, 20 Feb 2023 11:56:31 GMT

Thanks for the information. I am not sure if my sim is a 5G sim so will pop into the local store to check this. 👍

Re: Why does my 5G phone not connect to 5G?

Enlli — Mon, 20 Feb 2023 11:56:49 GMT

Yes, once you are sure everything is working for 5G then check O2's 5G coverage using https://www.o2.co.uk/coveragechecker

O2s 5G footprint is considerably smaller than EE. For example I have 5G at home on EE but have to travel 2 miles to get 5G on O2.