Overcharged for using 3g

[Siamakmas]

• I am using volte network but why there is an 5$ extra charged showed in my last bill?! 

[slusagm]

Your phone can be using VoLTE but it might change to showing 3G when you are on a call

Use the IMEI checker to confirm. If it shows not VoLTE, then youe phone is not I. The whitelist and that's why there is the charge.  If it shows a check mark for VoLTE, then ask OMito clarify and remove the charge 

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

[umnikke8]

Check your phone with the device checker on this page: https://publicmobile.ca/en/get-help/articles/volte 

If it says it's supported, then contact support to resolve the fee. If it says not supported, then it's likely not supported. If you need more help from the community forum, share the device model.

[Siamakmas]

Hi thank you for the info. My phone is using voLTE network , the sign is shown at the above of my screen and also in my phone settings the network type is LTE , and its option is set to  using voLTE for quality of calls , but why I am still being charged?!

[Siamakmas]

Hi thank you for the info. My phone is using voLTE network , the sign is shown at the above of my screen and also in my phone settings the network type is LTE , and its option is set to  using voLTE for quality of calls , but why I am still being charged?! 

[Anerkons]

Consider purchasing a more up to date phone. If you do t want to spent too much you could buy a used compatible phone such as an iPhone 8 for much less than $100. Check out KIJIJI or Facebook market place. 

[softech]

@Siamakmas 

you have been hit with a $5 surcharge for using a device that is not VoLTE compatible with PM network. You might be using LTE network for data, but since the phone is not on PM's VoLTE whitelist, voice calls are falling back to 3G.

 The $5 charge is only meant to encourage you to get a new and compatible device as PM will be retiring 3G network.  if you do not do anything, other than getting this $5 surcharge, you will not have any voice servic 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 of phones 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.  If you are unsure whether a particular phone will work, share the model here and we can help