Incorrect message

[Vic-tex]

I have a 4G phone and a 4G plan since year 2014 and I keep getting a message saying our records show that the have a 3G plan, my phone and plan are ok. 

[softech]

@Vic-tex 

I think on top of the message, you are also paying $5 Legacy Network fees now.   So, you have been hit with a $5 surcharge for using a device that is not VoLTE compatible with PM network.   The charge is only meant to encourage you to get a new and compatible device as PM will be retiring 3G network.  
Once you upgrade your phone with a VoLTE compatible device, the $5 surcharge will be removed.  However, if you do nothing and just paying the $5 surcharge, you will not have any voice service once PM retires 3G network in March 2027. 

Let's try to confirm what phone you have and how to have this charge removed with a compatible phone

What phone do you have? Which province you are in?

First, use the IMEI checker on this page to see if your phone is compatible with PM's VoLTE network:  https://www.publicmobile.ca/en/on/get-help/articles/volte 

If it is not compatible with PM's VoLTE, then your phone had been using 3G for voice and is now affected by the 3G Network Shutdown that has just started in Manitoba:
https://www.publicmobile.ca/en/get-help/articles/3g-shutdown

If you’re using a 3G-only device, your phone will stop working after these dates:
Manitoba (Rural): January 12, 2026
Manitoba (Urban : Winnipeg & Brandon): Starting March 31, 2026
National: Starting March 1, 2027

If the lack of VoLTE support is what affecting your voice calls, there is really nothing much you can do other than getting a phone that is compatible with PM's VoLTE network.   Hare are couple choices that will work:

• iPhone 8 or later
• Google Pixel 4 or later
• Samsung S22 or later
• Samsung Flip 2/Fold 2 or later
• Samsung A15/A35/A55 or later

But generally most major brands of phones released after 2024 and are designed and sold for the Canadian market should work.  ( BUT Imported phones/grey market phones sold on marketplaces likely won't work)
If you are unsure whether a particular phone will work, share the model here and we can help

[Sansan]

What phone is this? You can check if your phone is indeed compatible at the link.

https://www.publicmobile.ca/en/get-help/articles/3g-usage-price-increase

Your phone could be falling back to 3g fir phone calls. The 4g is just for using the internet. 

[slusagm]

the message is not about 3G plan but about your 4G phone's VoLTE does not compatible with PM's VoLTE

What phone are you using? and which province you are in?

You got the message because PM would like everyone to change to a device that is compatible with PM network before end of March 2027, when 3G service will end.  After March, all non-compatible devices will not receive voice calls

Your phone might be a 4G or 5G device, and your phone might has VoLTE itself, but it has to be on PM's VoLTE whitelist. 

Since you got the message.   better to check it yourself and confirm:
https://www.publicmobile.ca/en/get-help/articles/volte

if it shows your phone is not VoLTE approved on PM network, you should get another phone that is on the list to avoid more voice call issues

But if it shows your phone is VoLTE approved on PM network, then you can ask PM to check and confirm

Simply open ticket with PM using Expert Messaging.  Click the Orange Chatbot icon on the lower right to start, or use this link https://expert-messaging.publicmobile.ca/guest/chat/
 (Use your Community account to login.  For 2FA, you might need to use email to receive if you cannot receive the text on the phone.) 
 
PM will reply you via Expert Messaging   between 9AM-10PM EST (Mon-Sun)
(for help with Expert Messaging, check here: https://publicmobile.ca/en/get-help/articles/expert-messaging )