topic Re: Compatible phones in Get Support

Compatible phones

Lorno — Mon, 04 Sep 2023 21:51:30 GMT

I was told that the reason my service degraded when I swapped from the 3 G network to the 5 G or LTE was that my phone was not supported by the Public network. I have a Samsung Galaxy A32 5G. I need to know what phones are supported. Does anyone know where to find a list?

Re: Compatible phones

Handy1 — Mon, 04 Sep 2023 16:42:42 GMT

@Lorno It should work with PM just note , that even if you don’t have the 5G option in your phone . Even with LTE you will get faster speeds then the 100mbs on 4G plans being in a 5G plan

add I think Samsung phones have issues showing the 5G network with PM check out my thread earlier about Samsung s20 and 5G @Lorno

https://productioncommunity.publicmobile.ca/t5/Get-Support/Samsung-s20-5G/td-p/1043088

Re: Compatible phones

Lorno — Mon, 04 Sep 2023 16:42:41 GMT

No, I had a very detailed and lengthy conversation with a Telus tech about this. She was adamant that the issues I was experiencing were due to my phone not being VOLTE or something. Now I want to upgrade my phone as the service has gotten even worse.

Re: Compatible phones

dust2dust — Mon, 04 Sep 2023 16:44:33 GMT

If that's the Canadian version then I have that exact model and everything works on it ie. 5G and volte. Have you done all the OS updates along the way?
There is no swapping networks. The plans here are all about speed. You can connect to 3G or 4G or 5G. 4G and 5G are throttled speeds. 3G (HSPA) has its own speed limits.

Re: Compatible phones

Handy1 — Mon, 04 Sep 2023 16:45:44 GMT

@Lorno You can test if your phone is voLTE enabled turn off wifi and put phone to LTE make a phone call does it drop to 3G or stay on LTE if it’s Stays in LTE voLTE is enabled if it drops to 3G then it’s not enabled

Re: Compatible phones

Lorno — Mon, 04 Sep 2023 16:47:00 GMT

I have done extensive troubleshooting with multiple people, including a factory reset. I was eventually put in contact with a person from TELUS, and we had a lengthy phone call about this, as it did not make any sense to me. I was told they support only a limited number of handsets and can't guarantee that anything not on their list will work right.

Re: Compatible phones

Handy1 — Mon, 04 Sep 2023 16:49:28 GMT

@Lorno Well if you’re considering a new phone . Maybe try iPhone it will work and use 5G have voLTE enabled and super easy to sell a year or two later . Just my .2 cents

Re: Compatible phones

hairbag1 — Mon, 04 Sep 2023 16:49:49 GMT

@Lorno

I know...but...please perform the test that @Handy1 suggested you do. Sometimes the Telus tech is....incorrect. Give it a try.

Re: Compatible phones

Lorno — Mon, 04 Sep 2023 16:50:00 GMT

Right, that is why I am looking for a list of phones that are supported.

Re: Compatible phones

Lorno — Mon, 04 Sep 2023 16:52:01 GMT

Stayed on LTE but there is no setting for VOLTE on my phone

Re: Compatible phones

Handy1 — Mon, 04 Sep 2023 16:53:21 GMT

@Lorno Then voLTE is enabled on your account

Re: Compatible phones

hairbag1 — Mon, 04 Sep 2023 16:54:22 GMT

@Lorno

as long as it didn't drop down to 3G, you have volte set in your account.

Re: Compatible phones

Lorno — Mon, 04 Sep 2023 16:54:44 GMT

I still have terrible service that drops calls all the time and fails to send texts. In places where it worked when it was 3g just fine and their coverage map shows full 5g coverage.

Re: Compatible phones

Handy1 — Mon, 04 Sep 2023 16:54:45 GMT

@Lorno I do t have the option for voLTE on my iPhone but it’s enabled and that’s how I test it also

Re: Compatible phones

dust2dust — Mon, 04 Sep 2023 16:57:15 GMT

Do you have model SM-A326W?
That's one piece of evidence for volte. You can also check settings, about phone, status information, sim card status and look for any mention of IMS and if registered. If registered then that's another piece of evidence for volte.
In settings, connections, mobile networks, network mode - tapping it should give a list. Is 5G in there?

My phone has One UI version 5.1 on Android 13.

Re: Compatible phones

Handy1 — Mon, 04 Sep 2023 17:00:17 GMT

@Lorno If your having issues with voice you can always change the network selection back to 3G for a phone call and test it in different areas and pick what ever network gives you the best reception and signal . But it sounds like your phone is enabled if your phone stayed on LTE so no need for the shiny new iPhone 15 that drops this month

Re: Compatible phones

Lorno — Mon, 04 Sep 2023 17:00:35 GMT

That is the model, it is IMS-registered, and there is a choice of 5G in the settings.

Re: Compatible phones

Handy1 — Mon, 04 Sep 2023 17:02:08 GMT

@Lorno Put it on 5G and test the call

Re: Compatible phones

Lorno — Mon, 04 Sep 2023 17:03:01 GMT

It becomes unusable if I swap it to any other connection choice than the 5g/lte/gsm.

Re: Compatible phones

dust2dust — Mon, 04 Sep 2023 17:03:14 GMT

Then I'm entirely confident you have everything you need. So much for all that tech support from Telus. 🙂 I suggest switching to LTE if it's not already there. You will get the same speed on either LTE or 5G. That might also improve your reception.