5G does not work with iPhone purchased from Apple aka "Bring Your Own Phone"

[egong]

I have been using Public Mobile for over 30 days. I am located in the 5G zone according to their map, but I have never received 5G. I usually get on 2 bars of LTE.

I recently contacted customer support and they said that this is a "known issue" and that my device is a "grey market" device since I purchased it directly from Apple. Apparently, in order to actually get 5G on an iPhone it needs to be purchased from Telus, Koodo, or Public Mobile. There is also no timeline to fix this "known issue".  @CS_Agent why is there no timeline to fix this issue? 

I would not recommend signing up for a 5G plan with a BYOD! 

Update: Public Mobile does not have an IT department.

[Flameotter]

@egong 

Check this thread https://productioncommunity.publicmobile.ca/t5/Get-Support/Iphone-12-max-pro-and-5G/m-p/1117748/emcs...

they eventually got it to work when updating to iOS 17.2.1 then it would work.

Is your iOS on the latest version?

Happy Holidays!

[softech]

@egong 

i guess your iOS and Carrier Profile both updated?

do you have any friend using Telus? Any chance you can put a Telus sim card in it and test?

(or you can go to a Telus store and ask a sales to insert their Telus sim to test.  yes, tell them you will consider changing over if the sim works, they would love to borrow you the Telus sim 🙂 )

[Flameotter]

@egong 
chiming in here with a recently acquired old iphone 13 pro that a relative passed down to me a few days ago. I get 5G service as it shows 5G on the top with the signal. I also get 5G speed when running an Ookla speed test. Not sure where the phone was purchased though. It had a Bell SIM card in it when I got it…

[Phil_Adelphus]

@egong   Earlier someone had the same problem and updating ios fixed it.   Have you done any iPhone updates recently?

[egong]

@Phil_Adelphus Turing on and off airplane mode didn't work. I am currently talking with customer service and they do not have any explanation other than it just doesn't work on my device. 

[egong]

Good to know. I will see if there is an IT department as CS is not proving to be helpful 

[Camera4617]

That is so not true. I purchased all my iPhones directly from Apple and all of them get 5G with no problems. 

[Phil_Adelphus]

@egong   It certainly makes no sense to me!  One thing Apple suggests in similar situations is to turn airplane mode on, wait a few minutes and then turn it off again.  Have you tried that? If you still don't see 5G in settings then I still think you need to escalate with customer service.

[egong]

@Phil_Adelphus I did exactly that. They said, and I quote: "I used the term grey market device because this is how we use the term internally in our company". The CS Agent said that my device cannot get 5G because of their network limitations...

I wonder why you can get 5G and I cannot as I also have an iPhone 13 mini, purchased directly from Apple in Canada. It makes no sense.

[Phil_Adelphus]

@egong   If it was purchased direct from an Apple store in Canada then the "grey market" comment makes no sense to me.  I did not buy my iPhone 13 mini from any cell service provider and it works fine on 5G.  I would get back to the customer service agents and press them on it.  Find out exactly what they mean.  The CS Agents don't read these forums, you need to private message them again.

[egong]

It was purchased in Canada

[golfball]

Every carrier has different provisioning so your device meeting the requirements for 5G on one carrier doesn't mean it will on another. With Public Mobile on iPhone I think it should be available as long as you're on iOS 16.5 or above.

[hTideGnow]

and what are the network mode choices there?? 

and try manually choose Public Mobile in the network select 

[Phil_Adelphus]

@egong   Did you purchase direct from Apple in Canada, or from another country?  That could make a difference. I have a Canadian iPhone 13 mini and it gets 5G just fine.  It was not purchased from Telus Koodo or PM

[Sansan]

I was told that it's Samsung who has to fix it. They say it's not a public mobile  issue. 

Conflicting information. 

[egong]

Good idea. I will put my SIM in another 5G compatible device to see if that works. I wonder if it's not set up on Public Mobile's end for me to get the 5G. 

[Handy1]

@egong  Can you try tourism in another phone to text baffled something is not right 

[egong]

Were you given any reasoning as to why you do not get 5G? 

[egong]

I only have the options for LTE and 3G in those settings. I found a screenshot from the summer when I used to have Bell. You can clearly see I was getting 5G. 

 

[Handy1]

@egong  Go to phone settings > cellular >cellular data options > voice and data you should see option 

[golfball]

You NEED to be on a recent version of iOS to receive 5G on PM. Make sure to update your phone if you haven't already.

[Sansan]

I think the information you were provided is incorrect. I don't have IPhone. I have Android.

I bought my Samsung s20 5G directly from Koodo, on a 5G plan and I do not have 5G.

So phones can be purchased from anywhere as we see others saying where they bought and it works. It's probably a tactic to 'keeping it in the family'.

[egong]

iPhone 13 mini

[egong]

Yes, "grey market" is the response I got from CS. I'm not sure why I cannot get 5G but it seems that others that purchased from Apple can. I know my device has gotten 5G before from Bell. 

I did the network reset already and I do not see anything for a carrier profile update. 

[samsam]

brought an android phone outright, works fine with 5G network and speed is awesome!

[dwh1]

I have m iPhone 14 Pro purchased from Apple’s online store and 5G works fine on it, Further, “grey market” usually refers to products sold in countries other than where their warranties are in effect - buying from the manufacturer directly is most definitely nor grey market.

So yes, something is not right but your CS response is just wrong,  Try doing a network reset and also go into Settings/General/About to see if you get offered a carrier profile update.

[egong]

Yes I did. Thank you

[Handy1]

@egong  Yes I buy new iPhone every year from Apple directly . So I’m baffled again can you confirm what iPhone you have 

[egong]

I used to get 5G with Bell. I contacted support this morning and they said it's because I have a "grey market" decivce from Apple. Was your device purchased from Apple directly?

[hTideGnow]

hi @egong what phone do you have?? 

you have talked to CS agent?? ofof they said known issue, we cannot help much more.  Reply them and work with them