Billing

[Tinteen1]

I have a Samsung S23 and according to the IME1# it is compatible. I continue to receive messages as if l have a 3g phone and my next billing invoice states the same. I upgraded my phone as a result of the 3g change. How come Public Mobile is not recognizing it and plan to charge me at next renewal - June

[Dunkman]

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@Tinteen1 wrote:

Tried it. It did not reset. I do have a ticket in. My vm is not working either. I can make calls and use data and nit appears everything else's is OK.

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@Tinteen1 

According to PM, IME of phones are updated once a month to the PM network.  Probably, your new S23 IME has not been updated yet.  You should not be charged on the next payment cycle.  If you are, you can contact customer service agent. 

[NSKing]

check your phone dialer settings.  look for voicemail, you might need to program the voicemail access number yourself.  Mine has the number 16575804001 there

[Tinteen1]

Tried it. It did not reset. I do have a ticket in. My vm is not working either. I can make calls and use data and nit appears everything else's is OK.

[Tinteen1]

No esim. Has a physical Sim card that is in there. Data works etc. I can make calls.

[Tinteen1]

My phone is compatable,  Samsung S23. I upgraded it a few wks ago. My old one was only 3G. It appears Public mobile is not recognizing the new phones capabilities. I have done the reset with airplane mode on and off but still no positive results. Billing still indicates an increased charge. My vm is not receiving messages on the phone but on the Public Mobile system greeting is the same....just not on my phone. I suspect same issue, unless someonenhas so.e advise there. Ticket has been submittes.

[BKNS27]

@Tinteen1 

It shouldn’t be a problem if you switch the SIM from the old phone to the Samsung S23 but if it is an eSIM. You need to download the PM app on the S23 and login to your account and purchase a new eSIM to transfer your account to the new eSIM and reboot your phone.

[Chalupa_Batman]

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@Tinteen1 wrote:

I have a Samsung S23 and according to the IME1# it is compatible. I continue to receive messages as if l have a 3g phone and my next billing invoice states the same. I upgraded my phone as a result of the 3g change. How come Public Mobile is not recognizing it and plan to charge me at next renewal - June

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Hello @Tinteen1 

I have a very hard time believing you need to contact Public Mobile's customer service to tell them you've changed phones. They can tell what phone you're using via the network. A simple way to force their network to recognize your phone is to turn on Airplane mode, shut off your phone for 5 minutes, then start your phone, turn off Airplane mode. This forces the connection to the Public Mobile network sending hardware information to them. It's as simple as that. And if you get charged extra, that is when you can contact customer service to be credited the funds.

[Tinteen1]

Thanks l have just done that. Is that the reason why my voice messages are also not connecting with the new phone?

[Meow]

Open a ticket and let agent clarifies. Your phone should be compatible with PM network if you get all 3 green check marks after IMEI check.

[slusagm]

S23 will work and you don't have to worry.  You just need to tell PM about the new phone 

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

[Tinteen1]

I have a Samsung S23 and according to the IME1# it is compatible. I continue to receive messages as if l have a 3g phone and my next billing invoice states the same. I upgraded my phone as a result of the 3g change. How come Public Mobile is not recognizing it?