5g not working despite having a 5g sim, 5g phone, and being in 5g location.

[JWada]

Hello,

I have an unlocked 5g phone (Samsung s20 fe 5g) and a new 5g sim from o2 yet i can only ever get 4g despite being in a location which is supported by 5g.

How can i rectify this? Thanks

[MI5]

@JWada 

5g is very selective.

Is your exact postcode covered by 5g O2 Service Status ?

and do you have your network settings on 5g in the phones menu?

[JWada]

Yes it says there should be good outdoor connection in my area.

Yes my settings should automatically connect to 5g. My housemate can access 5g fine.

[MI5]

@JWada 

Must be an issue on your account then. 

You need to contact O2.
All numbers are in this guide Guide: Coronavirus Community Help and Support 
When you call, you will be asked for the reason you are calling.
Stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.
8.00am is the best time to call if you can.