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dyeaple
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Tutor

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16 Messages

Mon, Jun 14, 2021 2:14 PM

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?

ACE - Sage

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92.3K Messages

7 m ago

Are you in a 5g coverage area?  Many still are not. 

dyeaple

Tutor

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16 Messages

7 m ago

Hi Lizdance40,

Thanks for your message. Yes, I'm in 5g coverage and was when I was in the AT&T corporate store too.

dyeaple

Tutor

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16 Messages

7 m ago

Another way to ask this question, "Can someone who is on the Unlimited Plus plan and has successfully added devices with 5G enabled tell me about the process they followed?"  

sandblaster

ACE - Expert

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55.5K Messages

7 m ago

I’ve yet to see anyone on a grandfathered plan confirm they get 5G. I’m also on a grandfathered plan (Unlimited & More Premium) and now have a 5G phone on my account. I know I need a 5G SIM card but I’m not going to bother until I see confirmation from someone on a grandfathered plan that 5G has actually been added. Hope you figure it out.

dyeaple

Tutor

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16 Messages

7 m ago

Thank you Sandblaster!

I've read some postings where Unlimited Plus customers were successful in having 5G support for their devices (https://www.reddit.com/r/ATT/comments/mzuc9u/5g_to_grandfathered_unlimited_plan_rollout/).

In some cases, Customer Support was apparently able to make the upgrade, in other cases it was apparently automatic.

GLIMMERMAN76

ACE - Expert

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22.7K Messages

7 m ago

Its a slow rollout from what I can tell.

dyeaple

Tutor

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16 Messages

7 m ago

ACE - Sage

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92.3K Messages

7 m ago

Slow roll out for sure.  

dyeaple

Tutor

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16 Messages

7 m ago

Thanks Glimmerman76 and Lizdance40!

The AT&T 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 did receive two text messages from AT&T indicating that my Unlimited Plus plan has 5G included (see below), so I'm definitely confused about the situation.

dyeaple

Tutor

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16 Messages

7 m ago

Has anyone else on a grandfathered Unlimited plan received similar texts or emails from AT&T notifying them about 5G support on their plan?

dyeaple

Tutor

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16 Messages

7 m ago

According to this post, here's how one AT&T Unlimited Plus customer manually had AT&T Customer Support add 5G to their iPhone 12 Pro Max devices:

"I now have 5G (not 5G+) on my iPhone 12 Pro Max. I had to call in and ask them to switch the SOC on my phone cuz it wasn’t automatically updated. The previous SOC was Access for iPhone 4G LTE w/ VVM and it had to be switched to Access for iPhone 5G with VVM. The rep will tell you it’s going to be automatically done, but my phone wasn’t. So they had to manually add it. There is no additional cost. This has been added to the Unlimited Plus Plan for free. We also have this for Samsung Galaxy S21 Ultra as well. The SOC had to be manually updated from Access for smartphone 4G LTE w/ VVM to Access for smartphone 5G with VVM. I hope this help you guys so you don’t have to call in so much because a lot of reps don’t know the plan was updated."

I'll see if this information can help AT&T Customer Support to add 5G to my iPhone 12 Pro Max devices.

dyeaple

Tutor

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16 Messages

7 m ago

Success! 

I now have 5G on my iPhone 12 Pro Max (see screenshot below) on the AT&T Unlimited Plus plan.

On Monday, I contacted AT&T Advanced Technical Support (1-800-331-0500) and spoke with a Resolution Specialist who was extremely helpful.

He was aware of AT&T's announcement that it was Expanding 5G to All Consumer Customers on Unlimited Wireless Plans for No Extra Cost

He explained that AT&T has had technical difficulties in the process to automatically upgrade customers on legacy Unlimited plans to 5G.

So, the process for AT&T Technical Support to manually upgrade a device on a legacy Unlimited plan to 5G is as follows:

  1. Delete the Service Order Code (SOC) of '5G Auto'
  2. For each line (phone number) that is being upgraded to 5G, replace SOC of 'Access for 4G LTE w/VVM' with the SOC of 'Access for iPhone 5G w/VVM'

Unfortunately, he ran into an error when attempting to do this in real time while I was on the phone with him, so he assigned a ticket to their back office team to complete the process. For the ticket, he made note of the three lines (phone numbers) that had been upgraded to iPhone 12 Pro Max devices. He said that the process would take 24 - 48 hours to complete.

Almost exactly 48 hours later I received the text message "AT&T Free Msg: The investigation of your technical issue is complete. If you have additional questions, please call 800.331.0500. Thank you for choosing us." and 5G was enabled on my iPhone 12 Pro Max devices! 

dyeaple

Tutor

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16 Messages

6 m ago

Epilogue - 

Just received this month's bill and validated that we were still on the Unlimited Plus plan and that the cost of the plan is unchanged with the upgrade to 5G.

The access cost per line is still $20/month.

The bill also show the SOC change from 'Access for 4G LTE w/VVM' to the SOC of 'Access for iPhone 5G w/VVM.'

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