Overcharged for Billing

[TonyNLi]

I am confused why I was charged extra $5 for 3G usage price increase last month and for upcoming month, when my current subscription says I am using 4G?

[BKNS27]

@TonyNLi 

4G is just your data speed. You now VoLTE (Voice over LTE) and the new device must also be on the approved PM whitelist.

[hTideGnow]

You might have a 4G or even 5G plan and using 4G/LTE/5G for data,  and your phone might support VoLTE.  But PM has a VoLTE whitelist and only phones on the list can use VoLTE.   Your phone likely is not on the list, so while you are using 4G or LTE or 5G for data, when you are making calls, the system is now falling back to 3G for voice calls.  So, when the 3G network ends, you won't be able to use any network for calls with your current phone

what phone do you have? and which province?

check if your phone can use VoLTE using the IMEI checker here:
https://www.publicmobile.ca/en/get-help/articles/volte

[hairbag1]

@TonyNLi 

the cellphone you're using is the problem. Public Mobile is trying to nudge you into getting a newer one that is VoLTE enabled and is on their whitelist. Once you do so, the $5 premium goes away.

[slusagm]

it's not an overcharged, but this is a charge you can avoid and you need to do something soon 

The need of VoLTE is now for all providers, not just Public Mobile.  The way of using 3G is going away

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

You are charged the $5 extra for using an old device was 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 $5 charge, your phone likely not on the list.   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 it was charged wrong, you can ask PM to check and remove the charge.

Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA  code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.)    When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen       

But if you have trouble using Chatbot to open ticket, then message PM using this link:
    https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox,  between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage