Unable to connect to 5G Network

[MarkS27]

I have recently purchased an Apple iPhone 15 through Sky mobile but am unable to connect to the 5G network.

I have activated the add-on via my Sky mobile account, tried all the troubleshooting steps as suggested by Sky advisor as follows:-

1. Removed and reinserted Sky SIM card

2. Updated Sky mobile profile

3. Reset all Network settings

4. Switched on / off Airplane mode

5. Under Mobile Data Options set Voice & Data to 5G On and Data Mode to Allow More Data on 5G

6. Switched iPhone off / on

The phone will still connect to the 5G network i.e. stills shows 4G on the top of the screen.

My Wife and Daughter also have iPhones and Sky SIMs and are able to connect to 5G.

I have been around the houses with the Sky advisors but they don't seem to be able to assist.

Could this be a faulty phone or SIM?

Any suggestions greatly appreciated!

[PandJ2020]

Have you tried one of the known working SIMs in your phone?  (And your SIM in theirs...)

[MarkS27]

Thanks for the suggestion. 

Will try this when my wife gets home from work. Didn't think to do this last night when we were initially troubleshooting the issue.

Will post a further update when I've done this test.

[MarkS27]

Tested my wife's phone and it connected to 5G as soon as I turned WiFi off.

Swapped my SIM into my wife's phone and it would only connect to 4G after turning off WiFi. Also, my phone would not connect to 5G with my wife's SIM. 

Suggests the issue is with both the SIM and the handset?

[PandJ2020]

Order a replacement SIM for yours in the first instance...  (You can do this yourself in the account)

[MarkS27]

Thanks again, will give this a go.

[MarkS27]

Just posting an update. Hopefully someone from Sky can advise what's happening.

I had another call with a Sky technical advisor last night who took me through all the troubleshooting steps again! No progress and I didn't get the impression there was any real understanding of my issue. I was promised (for the 2nd time) a call back within 24 hours. Whether or not this is to go through the troubleshooting again or to actually resolve the issue, only time will tell.

This isn't really a big deal for me but I would like it sorted as if not why upgrade to a device which is 5G compatible if you cannot use it.

I did try to request a replacement SIM from the mobile section of the MySky App but it came up with a technical error. Then when I spoke to Sky they said you can only get a replacment if yours is lost or stolen. 

I thought I'd try again today to order a replacement SIM but the option (under Manage SIM - Replace, convert or activate SIM via the App) is no longer available to me.

Fingers crossed I'll speak to someone soon who can assist but who knows!?

[MarkS27]

Posting another update although no real progress but wanted to highlight unusually poor service from Sky.

I spoke to the technical support team again on Thursday, 16 May and after much discussion they blindly transferred me to the cancellation team!

Obviously the person who took the call from the cancellation couldn't really help but did commit to getting this sorted for me. 

Thomas from the cancellation team said he would get back to me within a week! 

[Maz1977]

Hey Mark, just wondering if you got anywhere with your 5G? I'm having exactly the same problem. Have done all you have, all the trouble shooting steps and no joy... it won't connect to 5G..... but my Son's does!!! 

So frustrating.... I was going to contact Technical support but reading your experience I don't think I'll bother! 

[Carpet_slippers]

Any news on this - all my family are on eSIM - I have the newest phone (iPhone 15) but I am the only one who can't connect to 5g , Sky next to useless - tried downloading my eSIM to a spare android phpne - doesn't work on that either so it's got to be something with my account. -Sky said 5g was turned on on my account but admitted it wasn't when I first enquired even though the toggle my end was turned on ???? 

[AiSnake008]

Having the exact same issue, iPhone 14 Pro. Anyone worked it out?

[twilight+princess]

Have you gone into your online account & turned on 5G?

[noelloyd]

This worked for me. Didn't know it was an option you could change. 

here it is:-

sky app/mobile/product settings/Manage sims/choose sim then manage sim/under plan and data settings choose manage settings/5g add on at bottom

[AiSnake008]

So, after a call and being advised to reset network turn phone off etc. I called Sky back and the guy sorted the issue rather quickly, he turned on 5G which the previous call didn't notice. 🤦‍♂️

Thanks - Andy