Degraded voice connection after upgrade text?

[CathyMassig]

Public mobile sent me a text the other day saying they're doing upgrades to the system and after March 17th I may lose voice connectivity. They suggest that I switched to Telus program?! I just upgraded a couple of months ago to a 5G plan with public mobile. I'm very confused and I've sent two tickets in but I've heard nothing back. Today is March 17th. Does this mean I'm not going to be able to hear well on my phone any longer? Very confused and don't know how to get an answer.

Below is the exact wording of the text...

"Public Mobile here.

We are making upgrades to our network that may impact your voice connectivity with Public Mobile. After March 17th, your device may lose or experience a degraded voice connection.

To help you stay connected, we're teaming up with TELUS to offer you exclusive access to savings with 5G plans starting at $29/mo. Plus, keep your current device and phone number.

To redeem this offer, simply visit your nearest TELUS store and use promo code 850P2PT4KP. For a list of store locations, visit publicmobile.ca/sl/BO4p5oH4WL

Need support? Contact us at publicmobile.ca/sl/6X5r1zQD6R

Conditions apply. Subject to approved credit. Reply STOP or visit publicmobile.ca/sl/30GROUVatA if you no longer wish to hear about Public Mobile offers.

[CathyMassig]

Thank you but I really need my phone as I am finalizing a trip to Europe tomorrow and it's all been done over my phone along with very important phone appointment with my surgeon. I do not have a landline anymore. It's a shame that they tell me this the day before this is going to happen? Poor service for sure. I've been waiting for a new phone from a local company for 6 weeks they're hoping to get one within the next little while but until then I can't be without my phone unfortunately. Thank you for all of your guidance.

[Phil_Adelphus]

@CathyMassig   Texting should still work and so should data even if voice calls are problematic.  A workaround might be to download a voip app like TextNow or Fongo so you can make phone calls over data and wifi.  It would be a different phone number but you should still be able to call out although incoming won't know the alternative number until you tell them.  It may also be possible to forward your PM number's incoming calls to the voip number.

[CathyMassig]

Well thank you for that but my message says 'after' March 17th which will be tomorrow. I'll test it but I have very important calls to make for work and medical so it better be working tomorrow! Certainly don't have time to go buy a new phone. Public Mobile should have alerted us weeks in advance and being very concise with their wording so we could make a decision and not be without phone or texting immediately. Hopefully I'm not affected I guess I'll find out tomorrow. Thank you for your Insight (-;

[slusagm]

you can check if you are impacted first. 

the change should have been made today (or later today), so make calls and check these 2 days. Don't rush to buy a new phone  🙂

[CathyMassig]

Now I receive a very different message from public mobile unlike the one I received a couple of hours ago that reassured me.

"

you willost likely be impacted because your device doesn't have volte. please disregard what the community members are saying. 850mhz band is very important as it's better at penetrating walls/buildings. 

you can continue your service with PM, however, you will need to purchase a newer device that is compatible with volte. 

here is a list of devices compatible with PM

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

And this response,

"the main thing you need to watch out for is your reception in your house. if you start dropping calls or have worse reception that would be the time to start looking for a new device. the 850mhz band is an important band that's why you received that text message. essentially the reception will be bad indoors for voice calls. this already happened to Manitoba a few years back and lots of customers were complaining. so just be prepared. you can search this in the forum's just input 'Manitoba dropped calls or reception'

[Dunkman]

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@hairbag1 wrote:

@Dunkman 

I think it would be great if Public Mobile were to post this info in the Announcement section. Today, there's just misinformation circulating and an announcement would help with the confusion. People shouldn't have to guess if their equipment will continue to work properly. Some folks have run out and bought new cellphones or changed providers unnecessarily.

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@hairbag1 

We have mentioned to PM staff already about the possible need for announcement.  Supposedly, this is affect only a small portion of the customers at the present time. 

[CathyMassig]

I agree. My ticket was finally answered and here is their response so this might put everyone else's Minds at ease as well.

It's alright, our tech team is working in terms of upgrading our network to the 5G network mode and there will be a temporary interruption for the voice and text services.

But the upgrade will not take long and the service will be up and running again.

[hairbag1]

@Dunkman 

I think it would be great if Public Mobile were to post this info in the Announcement section. Today, there's just misinformation circulating and an announcement would help with the confusion. People shouldn't have to guess if their equipment will continue to work properly. Some folks have run out and bought new cellphones or changed providers unnecessarily.

[CathyMassig]

Thank you for that very thorough explanation. I might be upgrading to an s-23 in the near future so hopefully that would solve everything as I don't feel like switching companies at this point. Yes, my friend with the same phone did not get that message so it just must be the area that I'm living in unfortunately.

[Dunkman]

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@Phil_Adelphus wrote:

@hTideGnow  What is happending is that PM is realigning one of the 3G band (1900), and  in some area (not all) will be only using the band on 850.  For most of us, it won't really be impacted

Other posts recently have suggested it is the other way around, i.e. that 850 is being repurposed (probably not the right word!) to LTE and it is 1900 that will remain for 3G?

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@Phil_Adelphus @hTideGnow 

According to the information supplied by management, the 3G 850 MHz band is being repurposed to LTE in certain areas.  The 3G 1900 MHz will remain to be used.  Phones (ie. international and older phones) without 3G 1900 MHz band will have issues with talk going forward.  On the side note, according to Public mobile, this move has improved network congestion for the rest of the 4G/5G PM customers, improving voice quality, etc. 

@CathyMassig 

Public mobile is only sending texts to affected customers who may have issues with this transition.  Customers in the same area with newer phones (VoLTE compatible) will not be sent a text.  

See what happens going forward.  If you do notice a significant drop in voice quality, then you have a couple of options.  To stay with Public mobile, you would need to upgrade your phone with VoLTE compatible phone.  Or you could also move to another mobile company (ie. Telus) that will accept your phone as is for now.  Saying that, most Canadian mobile companies will eventually get rid of the 3G network in the near future. 

[CathyMassig]

Thank you, I appreciate your Insight. I guess I will wait and see what happens.

[Phil_Adelphus]

@hTideGnow  What is happending is that PM is realigning one of the 3G band (1900), and  in some area (not all) will be only using the band on 850.  For most of us, it won't really be impacted

Other posts recently have suggested it is the other way around, i.e. that 850 is being repurposed (probably not the right word!) to LTE and it is 1900 that will remain for 3G?

[hTideGnow]

hi @CathyMassig 

i assure you even without VoLTE, your S9 will work here with 3G network for voice call without problem

[CathyMassig]

Thank you, I hope you're right. Someone else just wrote indicating it likely won't work cuz I don't have voLTE apparently on my Samsung S9?

[BKNS27]

@CathyMassig 

You Samsung S9 should be fine since it has 4G/LTE. The 5G plan will operate on the 4G/LTE speeds.

Most of the carriers in Canada are slowly decommissioning the 3G speeds in the future similar to the carriers in the USA.

[CathyMassig]

Oh thank you so much for explaining that and for the Peace of Mind. Hopefully all will be well after the upgrade today that public mobile is making. Thank you so much.

[hTideGnow]

hi @CathyMassig 

if you have an S9, I wouldn't worry, it won't be impacted, S9 has the other band required for the 3G voice

FYI, while you have a 5G plan, because your phone is not on PM's VoLTE whitelist, you still using 3G for voice (but 4G and 5G for data).  But luckily, your phone has the proper band for voice of 3G, so, you won't notice any impact

[CathyMassig]

Thank you. I have a Samsung S9. And I'm on a 5G plan with public mobile.

[hTideGnow]

hi @CathyMassig 

what phone do you have?

What is happending is that PM is realigning one of the 3G band (1900), and  in some area (not all) will be only using the band on 850.  For most of us, it won't really be impacted

 Some people got phone from overseas but still hsa the 850 band on 3G so it won't really be imapcted.  So, don't worries, wait and see if you notice any difference in voice.