Sony Xperia 5 Iii Software Support

[Lyric Maro]

Soi got the new xperia 5 IV, and was wondering why i was not getting 5G, when clears the phone supports it and the bands are compatible as well. Changed the SIM through a rogers store, and nothing. I am guessing this is because the IMEI is not actiated from rogers, it is insane to me that they will not do this because "its not a supported rogers device" . . This is a network enablement, and the risk is on my side because if 5G is not working properly i can force the phone to use 4G instead.

I cant understand for the life of me why rogers will not do this for me, and i have already informed that i will be reluctantly switching carriers if they don't do this, I have been with rogers for a decade now.

Thank you for posting about your situation to the Rogers Community! We're sorry to hear you're thinking of switching service provider because of the problems you're experiencing with the third-party device you purchased.

Access to 5G may not work because it may not be turned on within your device for our network compatibility, which would explain why you can't connect. Did you reach out to Sony directly for assistance with your phone?

Tks for getting back, yes i have already spoken to one of your customer care agents, and opened a ticket as well, i was a former telecom employee. so i did do all the steps you have mentioned, including changing the SIM as well through rogers. Sony has no issue here, since the 5G bands of the phone support the bands rogers has :). this is a matter of binding the IMIE which again is a bit ludacris to me since network is not a really a SIM enabled feature like voicemail or SIM push messages. C184320417 is the ticket #

Its insane to me that a paying customer who is also a loyal customer to rogers can't get 5G enabled on their phone just coz its not in the rogers catalog, there are millions of phones that are not in the rogers catalog with the 5G capability, 5G is not a rogers technology, its a network protocol, if the phone supports it and if it's in a 5G covered area it should automatically connect to it, unless you have this IMEI binding . .

I'd also like to direct your attention to a helpful document found here. It provides some tips to help get your third party device up and running on the Rogers network as well as a list of the 5G frequencies that we support.

Thanks for the replay, but i was told by a customer service agent, that my ticket was closed, without even sending me an explanation of why ! i am getting conflicting information on this forum and on a customer support chat. the customer support person is saying that 5G should just naturally work on any device that supports it. and here i get information that the IMEI has to be activated by rogers? so what is the correct information, i have all the chat transcripts saved as well if you need them.

and ur customer service agent on my last chat said that is not the case, but there is a nuance here of "certified to use". that's the catch here, there are millions of 5G compatible phones with all the bands, that rogers cant possibly certify. this means they have to do it individually when customers ask, and that is what i am asking. AS a customer i will take the risk if 5G becomes unstable on my phone, as i can change it back to use only 4G.

I realize a ticket was already submitted but I did not realize that it had already been closed with no resolution. Would you be so kind as to send us a PM when you are available so we can check a few things on your account? I want to be sure nothing important was missed.

not yet, but i don't get many calls these days :), it's all text and data. also make sure the 4g option is set. "4G Calling" if u are experiencing poor quality of calls using 5G. and i think this issue is across all the phones that have dual sim capability, the DSDS dual sim dual standby feature is somehow interfering with 5G access.

if u r getting no bars for 5G try forcing it to 4G prefered and see if u get bars, if u do, then its a coverage issue with rogers. because being close to a tower or downtown doesn't automatically mean u get full bars unfortunately.

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