4G not working?

[#1]

Hi,

Is there anyone who can help me figure out why I cannot use 4G?

I recently bought a new phone with 4G capabilities, but my mobile band never goes beyond H+.

Phone settings are correct if you are wondering.

I have been with Plusnet since 2016.

4G coverage in my area is supposedly excellent.

I was wondering, maybe it is something specific of my contract with Plusnet, but I can't figure out where this contract might be: there's no such info on my account.

Thank you in advance for your kind replies!

[#2]

Hi there @Ash24,

Thanks for getting in touch with us.

I am sorry to hear you are having trouble with your 4g signal and I apologise for the inconvenience caused.

If you could check our network status here for your area and let us know how you get on.

If you could send over the following info:

- Your full name

- Your full address with postcode

- Your Plusnet mobile number

Via PM and we can investigate your account further.

Please give us a nudge here once you've replied via PM so we can pick it up as soon as possible.

Thank you.

[#3]

Hi mads,

thanks, I PMd you.

[#4]

Hello @Ash24,

Thanks for getting in touch with us and welcome to the forum. To be completely honest with the information you have provided above, it sound like you are on a 3G sim and would need to migrate to a 4G sim and tariff.

The quickest way to resolve this would be to contact our retentions team on 500 as they will be able arrange this for you.

[#5]

Oh, I see. I wasn't aware that 4G requires a different sim.

Thanks for clarifying.