Adding 5G support to devices on Unlimited Plus plan
In March 2021, AT&T announced that it was Expanding 5G to All Consumer Customers on Unlimited Wireless Plans for No Extra Cost. The AT&T Unlimited Plus plan is included in the announcement as a 5G supported plan and the announcement states that, "If you’re a customer on the above listed previous generation unlimited plans and you have a 5G capable device and are within the AT&T 5G network footprint, you will be notified by text message or email that we are adding 5G to your plan."
I am on the AT&T Unlimited Plus plan and have received multiple text messages from AT&T that say, "AT&T FREE MSG: Did you know that AT&T 5G service is already included with your Unlimited Plan? If you upgrade to a 5G compatible phone you can enjoy nationwide AT&T 5G coverage that's fast, reliable and secure. Learn more at att.com/5Gphones."
This past weekend I upgraded two of our phones from iPhone 7 Plus to iPhone 12 Pro Max. The new devices were provisioned with new 5G SIM cards when we purchased them.
We immediately noticed that we're not getting 5G service on the new iPhone 12 Pro Max devices, even at the Corporate-owned AT&T store where the store manager had 5G service on his device. Checking the device settings, both devices only show 4G and LTE support when we go to Settings>Cellular>Cellular Data Options>Voice & Data. The AT&T store manager directed me to contact AT&T Customer Support to add 5G support.
I've contacted AT&T Customer Support and they say that they don't know how to enable 5G for our devices on the Unlimited Plus plan.
Can someone provide me with some direction as to what AT&T Customer Support needs to do to enable 5G for our devices?