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2 Messages

Mon, Sep 21, 2020 9:41 PM

5ge and no data

Recently my phone has been showing 5Ge where it used to say 4G. Unfortunately when it does this, actual data on my phone gets very slow and intermittent. For example, it will tell me I have 5ge but when I open my web browser it says there is no internet, but it may slowly load a web page if I refresh the page

enough times. As soon as it changes back to 4G LTE, my internet speed is perfect again. How can I make it so this doesn't happen anymore? If this is the future, my future carrier is certainly not AT&T... Please help. Using a Galaxy Note 9.

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Brand User
ATTHelp

Community Support

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136.7K Messages

a month ago

Hi @Pspjr13

 

Thank you for reaching out to us. We'll be happy to look into this for you.

 

There are a few things that could be happening here.

  • We are still rolling out 5G to new areas, so it's possible that you're not in a zone where it's available yet. What zip code are you located in?
  • 5G on our network will only work with AT&T-branded devices, and not devices ported from other carriers. Did you get your device from AT&T directly?
  • Even if your device is fully compatible, you would need a 5G SIM card/ Do you have a 5G SIM card?

With more details, we'll have a better idea of how to proceed.

 

Darais, AT&T Community Specialist

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New Member

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2 Messages

a month ago

My home zip code is 01027.  I often experience this problem while I am in zip code 01040, as well as 01001.  My device was purchased directly from Samsung but it's not a 5G device, it is a galaxy note 9.  It is an AT&T device and I have never used it with anyone else.  I have had the phone for over 2 years with no issue until recently.

 

The problem is where I used to have 4G LTE service, now it looks like "5Ge" service and it's not actually service at all.

 

I have read other places that say this 5Ge is kind of like your old 3.5G hspa+ where it's not 5G technology but a step forward.  It is very frustrating to go from having great service to suddenly, it's "5Ge" and no service at all.

Brand User
ATTHelp

Community Support

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136.7K Messages

a month ago

Thanks for the reply, @Pspjr13.

Coverage in Central/Western Massachusetts looks great, & according to our tools there's no service impacting events currently effecting customers in either 01027, 01040, or 01001.

Because 4G LTE seems to be working better for you, and since you purchased your Galaxy Note 9 directly from Samsung you may be able to make some changes in your device settings that may improve your data speed.

  1. From your Settings app
  2. Select Connections
  3. Select Mobile networks
  4. Select network mode
  5. Choose LTE/GSM auto connect

If you are able to make these changes it will force your device to use 4G LTE only rather than 5G Evolution. Give it a try, and let us know what you find. We're standing by!

Keny, AT&T Community Specialist

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