topic Re: not getting 5G speed in Get Support

not getting 5G speed

Rick077 — Tue, 04 Jun 2024 17:01:33 GMT

Hi all, I've upgraded to Samsung S21 FE on 5G plan but still getting 3G speed. My area supports 5G. Good signal. What am I missing here?

Re: not getting 5G speed

eddieO — Tue, 04 Jun 2024 17:09:30 GMT

Hi @Rick077, are you on iPhone or Android? If on iPhone check your data mode to see if it's on a lower setting. In android there must be a similar type setting

Re: not getting 5G speed

Rastin — Tue, 04 Jun 2024 17:19:22 GMT

Is the plan active? If you select change on renewal you will haft to wait till it changes over.

You can try an reset network settings. Or turn airplane mode on for 5 min or take sim card out for a few min. Is your phone 5g compatible?

Re: not getting 5G speed

Sansan — Tue, 04 Jun 2024 17:51:01 GMT

@Rick077 most of the Samsung series phone even though 5G, does not actually work at Public Mobile.

You can try to update to latest version.

Is yours the Canadian version? Dual Sim? If you have physical SIM, take it out and test in a friend's phone to see what it reads.

Re: not getting 5G speed

Rick077 — Tue, 04 Jun 2024 17:51:42 GMT

Hi Rastin, yes, the plan is active. Did the network reset, took sim card out, nothing. The phone is 5G compatible. I'm on Android Samsung 21FE 5G now. Maybe I need a new SIM? The current sim is 7 years old, activated when on 3G plan. Getting this slow speed (below 20 mbs) since then, even when on LTE plan. The phone shows LTE, sometimes LTE+. Good signal.

Re: not getting 5G speed

Rick077 — Tue, 04 Jun 2024 18:13:13 GMT

Hi Sansan, I'm on Android 13, bought the phone on Bestbuy website, so I guess it's Canadian version, single sim.

Re: not getting 5G speed

funpig1 — Tue, 04 Jun 2024 18:49:04 GMT

@Rick077 If your phone displays LTE or LTE+, and you can get 20 mbps at your location, it may be working normally. Remember that PM only promises "up to..." speeds. The coverage, signal strength and mobile data speeds fluctuate quite a bit depending on location.

Try downloading a tower locator app and find a 5G Tower nearby. Drive to the tower and be within 100 meters. See if you can get "5G" on your phone display (assuming that your phone is 5G compatible) and look for a strong signal greater than -80 dBM. Then run your speed test and see if your speed improves.

If you get better speeds (up tp 100 mbps on LTE or up to 250 mbps on 5G), everything is fine. If you are still getting low speeds, you still need to figure out whether you have the wrong phone settings, a bad phone, or need further assistance from technical support.

Good luck.

Re: not getting 5G speed

Phil_Adelphus — Tue, 04 Jun 2024 19:22:15 GMT

@Rick077 It seems quite commonplace for Samsung phones on PM not to show 5G but the speeds can still be up to the 5G throttle limit even on LTE if you have a 5G plan. Does it show a 5G option in the settings, or stop at LTE as the highest?

Re: not getting 5G speed

Rick077 — Tue, 04 Jun 2024 19:53:42 GMT

Hi @Phil_Adelphus , LTE is the highest on Network mode settings.

Re: not getting 5G speed

Rick077 — Tue, 04 Jun 2024 21:25:37 GMT

Contacted PM customer support and it looks like my phone doesn't work with 5G. Here is the list of phones with this issue I got from them:

Galaxy S20 FE 5G
Galaxy S20 Ultra 5G
Galaxy S20 5G
Galaxy S20+ 5G
Galaxy S21 FE 5G
Galaxy S21 Ultra 5G
Galaxy S21+ 5G
Galaxy S21 5G
Galaxy Note20 5G
Galaxy Note20 Ultra 5G

According to CS, "these devices utilize the first-generation Qualcomm chipset, which is designed to connect to 5G NSA on a single low-band anchor. Recent changes in the Canadian network affected that specific band, resulting in the inability of these impacted devices to establish a connection to 5G NSA."

I guess I need another phone upgrade.🙄

Re: not getting 5G speed

softech — Wed, 05 Jun 2024 01:11:01 GMT

@Rick077 the list agent gave you could be outdated

My family has a S21+ 5G and has been using 5G without trouble

Re: not getting 5G speed

computergeek541 — Wed, 05 Jun 2024 02:51:49 GMT

@Rick077 wrote:
Contacted PM customer support and it looks like my phone doesn't work with 5G. Here is the list of phones with this issue I got from them:
Galaxy S20 FE 5G
Galaxy S20 Ultra 5G
Galaxy S20 5G
Galaxy S20+ 5G
Galaxy S21 FE 5G
Galaxy S21 Ultra 5G
Galaxy S21+ 5G
Galaxy S21 5G
Galaxy Note20 5G
Galaxy Note20 Ultra 5G
According to CS, "these devices utilize the first-generation Qualcomm chipset, which is designed to connect to 5G NSA on a single low-band anchor. Recent changes in the Canadian network affected that specific band, resulting in the inability of these impacted devices to establish a connection to 5G NSA."
I guess I need another phone upgrade.🙄

The response that you were given was full of misinformation. All of the devices are fully compatible with 5G networks in Canada, including the Telus network. The only reason that some of them don't work on the 5G network at Public Mobile has do with the ability to connect to the 5G network being disabled at the software level of the device, something that happens when a Public Mobile SIM card is being used. If you put a Telus Mobilty SIM card in any of the devices in the above list, they will all connect to the Telus 5G network just fine. I'm shocked at the explanation that you were given.

Re: not getting 5G speed

will13am — Wed, 05 Jun 2024 03:04:56 GMT

@computergeek541 wrote:
@Rick077 wrote:
Contacted PM customer support and it looks like my phone doesn't work with 5G. Here is the list of phones with this issue I got from them:
Galaxy S20 FE 5G
Galaxy S20 Ultra 5G
Galaxy S20 5G
Galaxy S20+ 5G
Galaxy S21 FE 5G
Galaxy S21 Ultra 5G
Galaxy S21+ 5G
Galaxy S21 5G
Galaxy Note20 5G
Galaxy Note20 Ultra 5G
According to CS, "these devices utilize the first-generation Qualcomm chipset, which is designed to connect to 5G NSA on a single low-band anchor. Recent changes in the Canadian network affected that specific band, resulting in the inability of these impacted devices to establish a connection to 5G NSA."
I guess I need another phone upgrade.🙄
The response that you were given was full of misinformation. All of the devices are fully compatible with 5G networks in Canada, including the Telus network. The only reason that some of them don't work on the 5G network at Public Mobile has do with the ability to connect to the 5G network being disabled at the software level of the device, something that happens when a Public Mobile SIM card is being used. If you put a Telus Mobilty SIM card in any of the devices in the above list, they will all connect to the Telus 5G network just fine. I'm shocked at the explanation that you were given.

What you have described is the so called VoLTE ~~whitelist~~ blacklist that is often discussed in the community. I can vouch that not even a S20FE 5G sold by Public Mobile will get 5G on this service. Having said that, I think a lot of people make a big deal out of something that is not that significant. We have be mindful that a mobile connection typically serves a single device, maybe additional devices here and there when hotspot is enabled. I am most certain that a lot of homes today have internet service that does not match up to the performance of a mobile LTE connection and that home internet serves many devices at a time.

Re: not getting 5G speed

computergeek541 — Wed, 05 Jun 2024 03:08:10 GMT

@will13am wrote:
I can vouch that not even a S20FE 5G sold by Public Mobile will get 5G on this service. Having said that, I think a lot of people make a big deal out of something that is not that significant. We have be mindful that a mobile connection typically serves a single device, maybe additional devices here and there when hotspot is enabled. I am most certain that a lot of homes today have internet service that does not match up to the performance of a mobile LTE connection and that home internet serves many devices at a time.

I can also confirm that the S20FE 5g sold by Public Mobile and also sold by Telus and Koodo does not connect to the 5g network at Public Mobile. It's inexcusable that it was blocked out in the phone's software. When Public Mobile sold it as CPO device, they even advertised it as 5g.