3G $5 Charge...Why???

[gdrew888]

 I received a message that I’m going to get charged $5 per month more because of my device that uses 3G. 

I have a Samsung Galaxy Model A20S.  

Why can't I just use 4G or whatever?

Thanks

PS: I did a search and saw lots of people asking this question but can't seem to see ANY answers.

[hTideGnow]

hi @gdrew888 

i was told it can take up to 30 days for them to properly update the record.

so, for one more time, you need to submit a ticket with PM agent and ask them to reverse it

[gdrew888]

Yes phone was updated to a Samsung S24 and was confirmed to be compatible.  They already refunded the $5 for last month but it still showing a $5 30-day 3G Usage Price Increase  for the next billing period.

[slusagm]

You updated the phone already? And the new phone is compatible? You used the IMEI checker to confirm?

[gdrew888]

The 30-day 3G Usage Price Increase charge is showing up AGAIN for my August 31st billing.  I thought we had this sorted out???  Please explain.  Thank you.

[hTideGnow · Accepted solution]

hi@gdrew888 

the $5 might not be dropped immediately, it might take a week or two after the new device is used

however, you should submit a ticket with  PM agent once you are using the new phone.  Then if the $5 is there still, they can issue a credit

[gdrew888]

If I upgrade to a new phone prior to the end of this billing period will the $5 extra charge automatically be dropped?  Thanks all for the assistance! 

[BKNS27]

@gdrew888 

There are a lot of confusion with 4G/LTE. The 4G or LTE have frequency constraints for making and receiving calls on 4G/LTE. This is the reason why VoLTE is required to make and receive calls. Not like the old 3G where it can be used for data speeds and making & receiving calls.

In addition to VoLTE compliance. Your device needs to be on the PM approved whitelist of devices.

Approved Samsung devices are the S22 or A22 or newer on PM.

You may want to check with Koodo or Telus if your Samsung A20 is on their approved whitelist. Otherwise, you will need a newer phone if you want to stick with PM.

[slusagm]

@gdrew888  it is not just Public Mobile, all Canadian mobile providers are ending 3G networks (in fact, Rogers already decommissioned its 3G network).  Your phone has VoLTE capability but since A20 was never a phone sold in Canada, it won't work in all mobile providers. 

Your phone was out since 2019, so it is really time for a new phone.  New phone will have better security protection and it is needed as our life depends more on the phone these days (bank app, etc)

[gdrew888]

I have to run out but will come back and check tonight.  I don't understand LTE and VoLTE etc so need to do some homework.  Thanks for replying!

[Meow]

Answer is simple:
YOUR PHONE is NOT compatible with PM network.

Check your IMEI and see if it is. In NOT - get a new phone or change provider; if Yes - complain to agent.

[hTideGnow]

HI @gdrew888 

You might have a 4G or even 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.   

Your phone, A20S, is not on PM's VoLTE whitelist.  While you are using 4G or LTE or 5G for data, when you are making calls, the system is now falling back to 3G for voice calls.  But when the 3G network ends, you won't be able to use any network for calls with your current phone

You can confirm that your phone is not on the whitelist and cannot use VoLTE on PM network using the IMEI checker here:
https://www.publicmobile.ca/en/get-help/articles/volte

[NDesai]

@gdrew888 Does your device use LTE for calling? Please see more details here: https://www.publicmobile.ca/en/get-help/articles/3g-usage-price-increase