Community

DGG999 · Saturday

My phone has been and still is working fine using 5G.

I am being chrged 5$ for the 3g. My phone says no good. It has always said this.

It also works fine on 5g in the USA, and always has.

It is imported with 2 SIMs. Public and Tello

How can I get rid of this charge? I have been with Public for years and no problem.

My wifes phone is the same but doesnt have ths 5$ chrge mie says no good. but it works same as mine

slusagm · Sunday

If you ever see a positive result from IMEI checker, ask PM to confirm

Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen

But if you have trouble with open ticket using Chatbot, then message them using this link: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

hTideGnow · Sunday

hi @DGG999 the plan won't be $35 for 100Mb, PM never has such plan. For 100GB?

and what test you did? IMEI checker here?

https://www.publicmobile.ca/get-help/articles/volte

can you tell us what phone you have? we asked many times and I don't think you told us

DGG999 · Sunday

UPDATE

I re-tested and it says OK! Now, 3 hours later not OK?

But the wifi calling, etc still work. The phone indicates it is 5G. In real tiny printing it says Vo wifi. This is for the US sim. I have tried a test call, all good. Of course the US sim does not show any serice. But when Public and US are both on it shows 5G for Public.

What would you do?

I am on 35$ for 100 MB.

hTideGnow · Sunday

hi @DGG999 sorry,if it shows no good, then it is no good here

your phone has VoLTE as you said, but it is not compatible here. PM has it own whitelist and only phones on the list will work

so, what phone do you have?

DGG999 · Sunday

I tsays volte is working. I can use wifi calling in canada on the usa sim

DGG999 · Sunday

I did that and it says no good.

But it works 5G and voip, wifi calling

slusagm · Saturday

It's a carrier decision

What phone do you have? Did you check the IMEI checker?

https://www.publicmobile.ca/get-help/articles/volte

Only phones showing VoLTE compatible can have the charge removed. If the IMEI checker confirms your phone is compatible, you can ask PM to remove the charge. If not, you will have to either get a new phone or check if your phone will work on Koodo or Telus and move over there instead

Chalupa_Batman · Saturday

@DGG999 wrote:
My phone has been and still is working fine using 5G.
I am being chrged 5$ for the 3g. My phone says no good. It has always said this.
It also works fine on 5g in the USA, and always has.
It is imported with 2 SIMs. Public and Tello
How can I get rid of this charge? I have been with Public for years and no problem.
My wifes phone is the same but doesnt have ths 5$ chrge mie says no good. but it works same as mine

Hello @DGG999

If your phone has worked recently in the US, it may not be a VoLTE issue. It may just require you to get your phone to update the network to show Public Mobile what phone you have. If you feel your phone is on the VoLTE list, you can turn your phone's airplane mode on for 10 minutes, then turn off the phone for 5, then turn back on, turn off airplane mode. This will update the network to share what phone you're using. If your phone is indeed on the VoLTE list, you can contact Public Mobile for a credit to your account. We've seen a lot of false negatives been reported here.

If you are able to log in, please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket. Enter CONTACT US into the chat and follow the prompts.

Public Mobile Chatbot - Contact Us

If you’re unable to log in to your account, please use this direct link to reach out to a CS Agent.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

hTideGnow · Saturday

hi @DGG999

First, what phone do you have?

your phone could have 5G and 4G working well for data, but it's VOLTE might not work with Public Mobile VOLTE system

All Canadian networks will end 3G network. Telus and Bell will decommission 3G in March 2027. Without 3G, phones need to use VoLTE for voice calls. But PM has a VoLTE whitelist and only phones on the list can use VoLTE.

Your phone likely is not on the list. At this moment when 3G is still here, when you are making calls, the system is 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 (as it is not on PM's VoLTE whitelist)

Check and confirm if your phone is on the whitelist (again, like not, and you will probably see NO to VoLTE in the result):
https://www.publicmobile.ca/en/get-help/articles/volte

If it is not on the whitelist, you will need to upgrade to a compatible phone before March 2027 if you want to stay with Public Mobile

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