topic Re: Charged extra in Get Support

Charged extra

MinaMondal — Wed, 17 Jun 2026 23:57:19 GMT

I was charged extra because of the '30-day 3G Usage Price Increase, $5.00'. My mobile phone is 4G-supported. Please resolve the issue.

Re: Charged extra

hTideGnow — Thu, 18 Jun 2026 00:03:44 GMT

hi @MinaMondal

what phone do you have? your phone is 4G-supported, but it needs to be on PM's VoLTE whitelist. Please use the IMEI checker to confirm:
https://www.publicmobile.ca/get-help/articles/volte

if it is not showing a checkmark for VoLTE, you will need another phone to stay with PM

if it is showing a checkmark, then it was charged in error, you can work with PM support agent to reverse it. But please also report back what phone you have

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

Re: Charged extra

Sansan — Thu, 18 Jun 2026 00:05:35 GMT

Sorry, it's your phone that's the issue. What phone do you have? It might be using 4g for data and internet browsing, but reverts to 3g for you to make and receive calls.

Only fix would be to purchase a new phone that is supported by Public mobile or they will continue to charge you the fee until shutdown until which time you will not be able to make or receive calls.

You can verify yourself by checking your phone's IMEI by calling *#06# on your dial pad.

Re: Charged extra

MinaMondal — Thu, 18 Jun 2026 00:18:56 GMT

It's POCO X3 Pro.

Re: Charged extra

Sansan — Thu, 18 Jun 2026 00:26:10 GMT

Did you check the specs?

This is an imported device which Public Mobile may not support for LTE so your calls will drop to 3g.

Buttom line, you will need a different phone. Look for 2022 or later, and North American brand.