LucidLight's profile

New Poster

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3 Messages

Mon, Aug 23, 2021 5:50 PM

5G not working

Yesterday around 6pm, 5G wireless would not work with either my s20 ultra or iPhone despite both having full signal. I was sitting with friends who had Verizon 5g, and they had no problem connecting.  I could not bring up a single page. I was told I was on a 5G plan. I don't know if 5g had ever worked.  Please investigate. 

DaveO3

Problem Solver

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364 Messages

3 m ago

Silly question, but what model phones do you have, and do either of them actually support 5G?

Official Employee

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417 Messages

3 m ago

Hi @LucidLight! Thank you for spending your time to reach out to XFINITY over our Forums page! You are awesome for patiently waiting for a response. I am sorry to hear about this experience with the 5G wireless signal. At XFINITY, it is important to us that you receive the services that you pay for. Since it has been 2 days since your last message, would you mind confirming if you’re still experiencing 5G signal issues at this time?

New Poster

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3 Messages

@XfinityGabriel I currently do not have good signal where I live. So I don't see a 5G full signal very often. I often see 5g 2 bars and can't connect as well. LTE sometimes has a similar problem.  My other phone is iPhone 12 mini. So both v are top of the line. My friends had pixel 5s. I am in I.T. and would be comfortable with following any steps to get to why Verizon would work and xfinity not. 

Official Employee

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511 Messages

@LucidLight, I totally get it, I would be wondering the same thing if I was in your shoes. I want to make sure we're on the same page and don't make you repeat any steps you may have already taken. I hate repeating myself, and certainly don't want to put you through anything like that. Have you taken any troubleshooting steps on your own already? Have you used the My Account app or Xfinity website to do some self-service troubleshooting? I can only help with basic troubleshooting on this platform, but if we can't get you taken care of, we do have a dedicated Xfinity Mobile team that will have all the tools to get you taken care of, so you'll be in great hands no matter what. 

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