$5 3G Fee Removal

[Robnickname]

I have recently updated my phone.
This new phone is making calls at 5G on the Public Mobile network.
However, when I input the IMEI number into the Public Mobile VoLTE checker it says the phone is not supported.
Will I continue to be charged the $5 per month?
If so, any suggestions besides continued blind buys followed by IMEI checks?

[BKNS27]

@Robnickname 

If the system indicate that the IMEI (it is like the digital fingerprint of your phone and it won’t change) of your TCL phone is not compatible then unfortunately you will be charged. It is not fair but that is what PM will do.

Beside the IMEI, your phone must also be on their approved whitelist of compatible devices.

I would suggest you contact a CS_Agent if there are a chance that it will be added into the whitelist. 
If not, there are 2 options that may work:

- Check with Koodo or Telus if your TCL phone is on their whitelist on their website under “VoLTE compatible IMEI check”. 
- Return the phone for a refund and get the Samsung A16 or A17.

[Robnickname]

Thank you for the suggestion. I completed the process of airplane mode on for 10 full minutes, phone off for 5 minutes, turn the phone back on and turn off airplane mode.

Does this system update created by this above process mean that my IMEI # will be added to the list of approved VoLTE phones?

How does this process prevent future billing cycles from including the $5 3G upcharge?

[leafs817]

I'm not sure if TCL is on the PM's whitelist, and even checking the IMEI isn't always completely accurate. If you're looking for advice, I'd say just get an iPhone instead.

[Chalupa_Batman]

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@Robnickname wrote:

It is the TCL 50 XE. Released in 2024. As mentioned, it is making calls over 5G as opposed to dropping down to 3G like my previous phone did. That tells me it is working as a VoLTE device on the Public Mobile (i.e. Telus) network.

So, even if the above is true, Public Mobile will continue to charge me the $5 fee for 3G calls even though my phone is not making any 3G calls?

---

Oddly, yes. However, try this. Turn the phone's airplane mode on for 10 full minutes. Then, turn off the phone for 5 minutes. Then turn the phone back on, turn off airplane mode. This will reset your connection to the network. The SIM card or eSIM, will send back the phone details updating the system. 

To get a credit back on your account, contact customer service this way.

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.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

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.

[Robnickname]

It is the TCL 50 XE. Released in 2024. As mentioned, it is making calls over 5G as opposed to dropping down to 3G like my previous phone did. That tells me it is working as a VoLTE device on the Public Mobile (i.e. Telus) network.

So, even if the above is true, Public Mobile will continue to charge me the $5 fee for 3G calls even though my phone is not making any 3G calls?

[Chalupa_Batman]

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@Robnickname wrote:

I have recently updated my phone.
This new phone is making calls at 5G on the Public Mobile network.
However, when I input the IMEI number into the Public Mobile VoLTE checker it says the phone is not supported.
Will I continue to be charged the $5 per month?
If so, any suggestions besides continued blind buys followed by IMEI checks?

---

Which make and model are you using? And yes, until you get a VoLTE approved phone, you will continue to be charged $5 per month, sadly.