S20 Ultra Unable to Connect to 5G

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I've Been Here Awhile
Posts: 4

S20 Ultra Unable to Connect to 5G

I got a s20 5G in the network setting it is on 5G I have the infinite plan with 5G and the newest Sim to support 5G but the network still shows lte+ only Rogers blames Samsung and Samsung said its working and its carrier issue. Do I just have a 5G phone that is actually lte+ running only.

 

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Resident Expert
Resident Expert
Posts: 2,804

Re: S20 Ultra Unable to Connect to 5G

Hi Farshaddarvidh,

Have you actually looked at the 5G coverage map on Rogers? yes they have 5G but just because they have it does not mean its broadcast everywhere

have a look at toronto for example, the 5g coverage map looks like Swiss cheese so its possible your in a city where no 5g exists or if you are in a big city that has 5g, you may be in a part of the city that has not had 5g deployed to your area yet. hope this helps.





Resident Expert
Resident Expert
Posts: 2,804

Re: S20 Ultra Unable to Connect to 5G

oh and by the way, rogers should NOT be blaming samsung, if the rep was good at their job, they should have checked the coverage map on their system and check your home location to tell you if your area is 5g or not, a lazy agent would probably just want to get you off the phone and blame it on the mfgr. hope this helps


I've Been Here Awhile
Posts: 4

Re: S20 Ultra Unable to Connect to 5G

Yes I have in downtown Toronto my postal code does have 5G, the M4M postal code is 5G ready.
Resident Expert
Resident Expert
Posts: 2,804

Re: S20 Ultra Unable to Connect to 5G

radio signals do not always follow geographic boundaries. so definately you may get 5g in some parts of your neighbourhood and 4g in others. its just like how some radio stations come in clear in one part of your home and staticy in another part.


I've Been Here Awhile
Posts: 4

Re: S20 Ultra Unable to Connect to 5G

Yes I understand that but should that only be if you're stationary if you're moving through out downtown shouldn't you be able to pick that up?
Moderator
Moderator
Posts: 703

Re: S20 Ultra Unable to Connect to 5G

Hey @Farshaddarvidh,

 

There's definitely quite a bit of interest surrounding the rollout of 5G service! I'd just like to help clarify a few things. 😊

 

What is 5G? As they evolve, 5G networks will allow us to stream, download and upload massive amounts of data at unprecedented speeds. And with the capacity to link together billions of devices, 5G will connect us not only with our loved ones but to our homes, machines, cars, businesses, and communities in ways we can only imagine! Today, 5G speeds are comparable to our fastest 4G LTE experience and will continue to get faster over time.

 

At present, 5G access is included with Rogers Infinite plans at no extra charge until March 2021. 5G access should be available to those who: have a 5G phone, a Rogers Infinite plan, and are in an area with 5G coverage. 

 

If you meet the above-noted requirements and are still unable to connect to the 5G network, this could be because:

 

  • Your device is connecting to an HSPA+ or 4G LTE network, as that network’s signal is stronger
  • You’re in an Extended Coverage area
  • You’re roaming outside of Canada
  • You’re using a Samsung 5G device from another wireless provider. NOTE: If the device was activated by Fido, Chatr, or Tbaytel please contact Rogers Technical Support. If another Canadian telecom operator activated the phone you will need to contact Samsung directly.

You may also CLICK HERE to view some more FAQs about 5G on the Rogers Network.

 

Thanks!

RogersLaura

 

I've Been Around
Posts: 1

Re: S20 Ultra Unable to Connect to 5G

Hi All,

I bought an S20+ unlocked directly from Samsung Canada back in March or so. I first activated it on Telus but then moved to Rogers soon after to take advantage of 5G.

Unfortunately, I have never once connected to 5G since I got the phone. I live in downtown Vancouver and travel all over the lower mainland but still nothing. Never once seen the 5G symbol ever despite having it on in my connections.

Has this happened to anyone else? Multiple chats with Rogers and Samsung support have not helped and I've seemingly tried everything.

The 5G setting is turned on under Network Mode, I have 5G with my plan, and I have a new SIM card, so I'm really not sure what the issue could be.

The most recent Rogers tech support rep said they'd start a case with the network tech support department but I don't think that's the issue - it seems like something is wrong with the phone...

Thanks!

Chris

Moderator
Moderator
Posts: 521

Re: S20 Ultra Unable to Connect to 5G

Hey @cg21!

 

I think it's pretty reasonable to think that if your phone, plan and sim card are all 5G capable that you'd be able to connect for sure. I'm sorry to hear you're having issues with that. I am glad to hear though that this has been escalated. Regarding your concern that it may be a phone specific issue, have you spoken to Samsung support regarding this matter? If that's the case they may be able to speak to your experience and offer some insight.

Keep us posted for sure.

 

@RogersAndy

I'm a Reliable Contributor
Posts: 303

Re: S20 Ultra Unable to Connect to 5G

Have you reset the device since switching from Telus?
If the device is still showing a Telus CSC (TLS), you won't get the Rogers device specific features (VoLTE, Wifi Calling, 5G).

You will need to change your CSC to Rogers (or do a factory reset with the Rogers SIM in).

Try this - Go to "Settings" then "About phone". Write down your IMEI Number. Open dialer and enter *#272*IMEInumber# (In the thread replace IMEInumber with your actual IMEI Number). Press dial, you should see a screen with the list of available CSC codes for your device. Select the CSC for Rogers and tap the Install option. This method works on the S10, it should work on the S20 as well.

I don't think this will factory reset your device, but BACK EVERYTHING UP FIRST just in case.