topic No response from CS_Agent in Get Support

No response from CS_Agent

Ihsain — Wed, 13 May 2026 14:51:39 GMT

Hi all,

I was told to contact CS_Agent which I did yesterday twice. Have not received any response. Kindly advise what to do next.

Basically, I have received a warning from P.M. that my phone is on 3G (for calls) and therefore will be charged an extra $5/mo. My phone is almost a new oneplus 5G and listed on P.M. whitelist as VoLTE capable. Its fully updated and I can see on on the top right corner of the screen "VoLTE" indicator which I believe it means it is using 4G for outgoing and incoming calls. Not sure what the issue is. Appreciate any support you can provide.

Thank you,

Re: No response from CS_Agent

hTideGnow — Wed, 13 May 2026 14:56:22 GMT

hi @Ihsain

You might have a 4G/5G phone, and a 4G/5G plan and using 4G/LTE/5G for data, and your phone might support VoLTE, But PM has a VoLTE whitelist and only phones on the list can use VoLTE.

Since you got that text, your phone likely is not on the VoLTE whitelist. If that is the case, while you are using 4G or LTE or 5G for data, when you are making calls, the system will ball back to 3G for voice calls.

When the 3G network ends, you won't be able to use any network for calls with your current phone

So, what phone do you have? and which province?

check if your phone can use VoLTE using the IMEI checker here:
https://www.publicmobile.ca/en/get-help/articles/volte

Re: No response from CS_Agent

Sansan — Wed, 13 May 2026 14:58:43 GMT

Hi,

A lot of people have messaged them in the last few days so I'm sure they are swamped. So you'd just have to wait for them to get back to you. Check your inbox once an hour or so.

Don't send multiple messages though as they don't like that and it will not get you a response quicker.

Re: No response from CS_Agent

Ihsain — Wed, 13 May 2026 15:04:07 GMT

Thank you hTideGnow.

I use Oneplus Nord N30 5G from Best Buy in Ontario, Toronto. I checked the IMEI1 on P.M. whitelist you provided. Please see below.

Re: No response from CS_Agent

Ihsain — Wed, 13 May 2026 15:08:09 GMT

Thank you Sansan, understood. I just want to solve the issue before losing access or getting extra charged. Thank you anyway.