Billing issue

[Jkent95]

I have been with Public Mobile for many years now. My 90 day plan which includes unlimited Canadian talk, unlimited Canadian texting and 12 GB of data was always $120 for 90 days. According to my upcoming Bill in September, the price has gone up to $145. I was never notified of a price change. I want to know if this is a mistake or if this is the cost of my plan going forward. if that’s the case, I’m either going to have to change my plan or cancel and go elsewhere because I’m sure I can get it cheaper than $145. 

[slusagm]

@Jkent95 use this link to private message :

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

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:

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

[Chalupa_Batman]

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@Jkent95 wrote:

I tried to open a ticket earlier and it would not work. I filled out all the fields, but it did not allow me to create a ticket. I’m getting exasperated at this point. I need to speak to a real person. I wanna get this resolved this should not have happened.

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Hello @Jkent95 

I have already given you a direct link in my previous post to contact them. Please use it. 🙂 

[Jkent95]

I tried to open a ticket earlier and it would not work. I filled out all the fields, but it did not allow me to create a ticket. I’m getting exasperated at this point. I need to speak to a real person. I wanna get this resolved this should not have happened.

[slusagm]

@Jkent95 you are good with the iPhone and shouldn't get the $5/month extra.  So, just open ticket and ask PM to update the record and reversewthe charge 

[Jkent95]

I have an iPhone 16plus. I checked my IMEI number and it is VoLTE certified. 

[slusagm]

That's a $5 per month Legacy Network fees. You fit charged for that because you are using an older phone that is not VoLTE compatible with PM  and voice call will no longer work after March 

Use the IMEI checker here to confirm

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

[hairbag1]

@Jkent95 

if you have an older cellphone, it likely uses 3G for calling still. The 3G is being phased out and now you'll need a VoLTE enabled cell to make calls. Here's some reading about VoLTE with a device checker at the end of the article. Public Mobile has recently been charging you an extra $5 / 30 days .... to encourage you to get a newer cellphone. 

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

BTW; check you account as there could be better plan options then that old 90 day plan you have

[Chalupa_Batman]

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@Jkent95 wrote:

I have been with Public Mobile for many years now. My 90 day plan which includes unlimited Canadian talk, unlimited Canadian texting and 12 GB of data was always $120 for 90 days. According to my upcoming Bill in September, the price has gone up to $145. I was never notified of a price change. I want to know if this is a mistake or if this is the cost of my plan going forward. if that’s the case, I’m either going to have to change my plan or cancel and go elsewhere because I’m sure I can get it cheaper than $145. 

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Hello @Jkent95 

Reach out to customer service to find out why. It may be 3G related but they will confirm.

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.