3g access text

[Sweetz]

Can someone from the support team please reach out, just recieved a very concerning message and I need clarification asap.

Thanks 

[Sweetz]

I checked the IMEI, but again been using the phone and been an active PB customer since 2018, so don't know where this is coming from. Additionally I prefer a smaller screen, and it's not in the budget to get a new phone. I am an Android user, so not going the iPhone route. 

Does this mean I will no longer be able to have a service for which I've been paying for?

[slusagm]

Samsung XCover 4 likely not in the approved list.  But use the IMEI checker to confirm and let us know

[Sansan]

If you need to connect with Public Mobile,  yiu have to message them yourself.  They will not reach out to you first.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Text-regarding-5-mo-3G-usage-price-increa...

[Sweetz]

Not charged anything extra atm. Located in Newfoundland, using Samsung Galaxy XCover 4. Not in the market for a new phone as I prefer to have a smaller screen. Been with PB since like 2018 so getting this type of text was a little weird. 

I need to but a new phone to keep using/having my service? 🙄

[slusagm]

@Sweetz 

What phone are you using? and which province you are in?

You are charged the $5 extra for using an old device was because PM would like everyone to change to a device that is compatible with PM network before end of March 2027, when 3G service will end.  After March, all non-compatible devices will not receive voice calls

Your phone might be a 4G or 5G device, and your phone might has VoLTE itself, but it has to be on PM's VoLTE whitelist. 

Since you got the $5 charge, your phone likely not on the list.   better to check it yourself and confirm:
https://www.publicmobile.ca/en/get-help/articles/volte

if it shows your phone is not VoLTE approved on PM network, you should get another phone that is on the list to avoid more voice call issues

But if it shows your phone is VoLTE approved on PM network, then it was charged wrong, you can ask PM to check and remove the charge.

Simply open ticket with PM using Expert Messaging.  Click the Orange Chatbot icon on the lower right to start, or use this link  https://widget.telus.tiia.ai/libs/chatbot.html?botId=ZJkWuVb7Hp6EEcTIZKMZbvLwuDV&lang=en&toggle=fal...
 (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) 
 
PM will reply you via Expert Messaging   between 9AM-10PM EST (Mon-Sun)
(for help with Expert Messaging, check here: https://publicmobile.ca/en/get-help/articles/expert-messaging )