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I can't connect to 5G

What to do if you can’t connect to 5G on your device

If your device isn’t connecting to 5G, try these tips to get back online. Before you start, turn wi-fi off – being connected to a wi-fi network will stop you from testing your 5G connectivity.

1. Find out if your device is 5G compatible

Your device will only connect to the 5G network if it has the right technology built in. Do a quick search for your exact model to see if it’s 5G compatible.

If your device isn’t compatible, you won’t be able to connect to the 5G network.

2. Turn it off and on again

Like us, phones sometimes just need a good bit of shut-eye to remember how to do their jobs.

3. Turn aeroplane mode off

If your device is in aeroplane mode, it won’t connect to 5G. To turn aeroplane mode off:

Apple

  1. Go to Settings

  2. Toggle Aeroplane Mode off

Samsung

  1. Go to Settings

  2. Toggle Flight Mode off

Google

  1. Go to Settings

  2. Go to Network & Internet

  3. Toggle Airplane Mode off

4. Turn mobile data on

Check that mobile data is enabled in your settings.

Apple

  1. Go to Settings

  2. Go to Mobile

  3. Toggle Mobile Data on

Samsung

  1. Go to Settings

  2. Go to Connections

  3. Go to Data Usage

  4. Toggle Mobile Data on

Google

  1. Go to Settings

  2. Go to Network & Internet

  3. Next to your carrier, go to Settings

  4. Toggle Mobile Data on

5. Check that 5G is enabled

Check that 5G is enabled in your settings.

Apple

  1. Go to Settings

  2. Go to Mobile

  3. Go to Mobile Data Options

  4. Select Voice & Data

  5. Select 5G on

Samsung

  1. Go to Settings

  2. Go to Connections

  3. Go to Mobile Network

  4. Go to Network Mode

  5. Select 5G/4G/3G/2G

Google

  1. Go to Settings

  2. Go to Network & Internet

  3. Go to SIMS

  4. Select the SIM you’re using

  5. Select Preferred network type

  6. Select 5G

6. Check your data bank

If there’s no data in your data bank, your download speeds will slow all the way down to 1 Mbps. Log into your Belong account to make sure there’s data in your account – you’ll be able to see this on the first page when you log in.

If you’re out of data, you can buy a data top-up by selecting Manage mobile, then Top up your data.

7. Make sure your SIM is working

Put your belong SIM into another unlocked device that you know is connecting to the 5G network. If it doesn’t work, you may have a faulty SIM, which we can replace for free.
Order a replacement SIM

8. See if you’re covered

Not all parts of Australia are covered by the 5G network. Take a look at your location on our coverage map to see if this is the reason you can’t connect.

9. Check for outages

Head to Telstra’s outage information page to see if there’s a 5G outage in your area (your Belong uses parts of the Telstra network).

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