topic Re: Urgent: SIM Card Issue and Unexpected Device Compatibility Problem in Get Support

Urgent: SIM Card Issue and Unexpected Device Compatibility Problem

Cio — Tue, 12 May 2026 20:55:23 GMT

Hello,

I ordered this plan back in January, but the SIM card never arrived. After waiting for months, I was finally able to connect with one of your agents, and TODAY I purchased a SIM card myself to start the plan, as I was told I would be reimbursed later.

However, after inserting the SIM card, I received a message saying that my current phone is not compatible with your service. I honestly do not understand this situation. I have been struggling with this issue for months, and now I’m suddenly being told that my device is incompatible, even though there was no clear information or warning about device compatibility when I signed up.

Because of this delay and confusion, I have had to continue using my existing service with Telus the entire time.

I would appreciate a clear explanation and a prompt resolution as soon as possible.

Thank you.

Re: Urgent: SIM Card Issue and Unexpected Device Compatibility Problem

slusagm — Tue, 12 May 2026 20:56:46 GMT

tell us what phone is that

everyone is preparing for end of 3G, so it is confusing

check if your phone is compatible here:

https://www.publicmobile.ca/en/get-help/articles/volte

Re: Urgent: SIM Card Issue and Unexpected Device Compatibility Problem

Meow — Tue, 12 May 2026 21:20:23 GMT

What phone do you have?

Depending on a phone and plan your phone might not be compatible with PM network.

As of Mar '27 some currently working phone will stop working with PM network die to 3G shutdown.

Re: Urgent: SIM Card Issue and Unexpected Device Compatibility Problem

Cio — Tue, 12 May 2026 21:31:39 GMT

It’s a gelaxy buddy2

I signed up for two Public Mobile plans. I’m already using one of them, and I’m talking about the other plan.

Re: Urgent: SIM Card Issue and Unexpected Device Compatibility Problem

hTideGnow — Tue, 12 May 2026 21:35:20 GMT

I am almost certain your phone is not on PM's VoLTE whitelist, but check to confirm

https://www.publicmobile.ca/en/get-help/articles/volte

and even Telus could be dropping the support to your phone, too, so, check as well

https://www.telus.com/en/support/article/how-to-use-volte

there is a chance you need to get another compatible device, once that sold in Canada

Re: Urgent: SIM Card Issue and Unexpected Device Compatibility Problem

Cio — Tue, 12 May 2026 21:46:07 GMT

In that case, I can’t switch the plan I’m currently using. Please cancel the plan I applied for, and I would also ask to be reimbursed for the SIM card cost. How should I return the unused SIM card?

Re: Urgent: SIM Card Issue and Unexpected Device Compatibility Problem

Sansan — Tue, 12 May 2026 22:18:43 GMT

You would need to message Public Mobile directly for assistance ti cancel the account. They will advise you on any possibility of a refund.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437