3g usage fee

[missyprim]

I have a new Samsung S26 5G phone, but am still being charged the 3g usage fee. I checked the IMEI and it says it is not supported. My husband has a Samsung A36 5G, which is supported.  Can someone explain what is going on?

[missyprim]

OK! Thank you.

[BKNS27]

@missyprim 

They just have to update their VoLTE compatible whitelist of approved devices. It seems members with the new iPhone 17 are also having the same issue.

The newer Samsung and iPhone phones are compatible.

[missyprim]

So Public Mobile should be able to make it compatible? 

[missyprim]

It has been just under a month. 

[hTideGnow]

hi @missyprim 

ask PM agent to make a note and keep you back a credit 

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            

[BKNS27 · Accepted solution]

@missyprim 

Contact a CS_Agent for a credit because PM VoLTE is probably not updated. It should be VoLTE compatible.

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

[Dunkman]

@missyprim 

When did you change your phone? It usually takes about 30 days for your new phones IME information to be loaded up to Public mobile system.  I believe that that information gets uploaded once per month. You should not get charged at next payment cycle.