3g charge

[DGG999]

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]

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]

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@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]

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