topic Re: Changed phone in Get Support

Changed phone

GogE1 — Wed, 27 May 2026 22:37:12 GMT

After your email advising about the 3G charge we changed our phones to Samsung A17 4G LTE/5G and our SIM's of the old 3G device. Using the IMEI to check from the new phone it shows not valid. Was the IMEI # transferred from the 3G device? what is the solution to get a valid reply?

Re: Changed phone

NDesai — Wed, 27 May 2026 23:05:18 GMT

@GogE1 What's the issue you are experiencing on your new phone?

Re: Changed phone

softech — Wed, 27 May 2026 23:09:05 GMT

@GogE1 I can assure you Samsung A17 Canadian model is compatible with PM network and can use PM's VoLTE network. The IMEI checker has not updated with some of the latest model and hence gave a wrong result

Since the phone is compatible, you won't be charged the $5 Legacy Network fees

Re: Changed phone

BKNS27 — Wed, 27 May 2026 23:21:36 GMT

@GogE1

The SIM will work on 3G, 4G/LTE and 5G so the old SIM will work on your new Samsung A17 (2025).

PM will update their VoLTE whitelist in June to include your new phone.

Re: Changed phone

Leftover — Thu, 04 Jun 2026 17:02:27 GMT

Good afternoon. I just bought the same Samsung A17 5g myself. I have seen that it says it's not compatible with PM. Glad to hear they are going to do an update with new phones. My question is--'the phone switches from 5G to H+ in a voice call. Is H+ 3G? Will that change with their update?

Thank you

Re: Changed phone

hTideGnow — Thu, 04 Jun 2026 17:15:39 GMT

hi @Leftover

yes, H+ is actually 3G.

try reboot phone and reset network settings and check again. If it is using VoLTE, it should show either 5G or 4G or LTE

if same, ask PM agent to check and confirm why it is not using VoLTE. Please submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Ticket", Then click the following in order: "Account Management" , "Log In".
   (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
If any issue with ticket submission, you can submit ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage