Data

[Zully1]

I have been with Public for.a while now, and have enrolled, automatically , in a $24 plan + $5.00 to use the 4G.

I wanted $29 plan with more data. Yesterday there was an offer of 25G for $25.which had more data. Idk what plan to chose, and apparently I am subscribed.

Well I was trying different buttons /options....and my renewal date was yesterday June 16. I have no data! Nothing. I pressed renew....and thought I had been renewed.😓

Also my data seemed to be gone for about 2 weeks. Please help me. I do need the plan, and I am NOT a huge cellular user.

[CSA_PM]

Hello @ Zully1,

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en 

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

[slusagm]

@Zully1 

You posted and posted, can you tell us what phone you have?

[Zully1]

After spending a long time checking and re-checking...and signing in at each turn, I am back to where I began.

My data showed I had used 3G while I am using my home WIFI all along.

I renewed yesterday, on the promise of getting 10G for FREE for 2; years, if I signed in to the $24;plan, that I renewed exacy on my renewal date. Yesterday June 16 2026

To my surprise I could get ZERO WiFi from my  plan that I paid for right away.(!?)

So today I changed to the $29 plan in desperation,hoping it would allow me to use my cellular.

Now,  I see that I am still charged for a plan I did not use at all.

I do have a 3G phone, and paid the extra $5. to use the 4G.....I have had no ability whatsoever to use my Public Mobile data , so I am out $24. plus taxes. ...and don't know if my 'new plan's works. (???) Since I just did it.

Please anyone...I ask you to flash this message to a real person , no robots wanted to help here.

I did check my IMEI  #s, and  I get that my phone is not compatible. Yet  Public says I can for a small fee. I will stop for now. I am tooo tired to continue. In almost tears. Here for over 3 hours(!)🥺

I tried over and over again to get  pass my PROFILE to get to SUBSCRIPTIONS AND NOTIFICATIONS TAB....hoping to "Change settings", and " Save Changes", to no avail.

Please  CUSTOMER SERVICE AGENT, help,🙏 I have had no food or rest over this.I am a 'young' senior in distress.

My son has me as his emergency contact, while he fights wildfires in a heli-tac , in Alberta.  So dangerous a job...please help.🙏🥺😓😰

I can't play this in and out game at every turn. It is frustrating beyond  kind words I quit for now. Email please..😓🙏

[slusagm]

@Zully1 can you share what phone do you have? 

Your phone should not have problem with data, but it could have problem with voice. The $5 is a short term charge and you are supposed to get a compatible phone before March 2026

[Sansan]

Were you sent the sms from Public Mobile explaining the $5 fee? It is NOT for you to use the 4G capability; it's because you are still using 3g for phone calls. This is only temporary.  

You will need to purchase a new phone if you wish to continue using Public Mobile.  Or, you will have to switch providers once the shutdown takes place in March 2027 per the notice. So they will charge the fee until you change phones, providers or the shutdown; whichever comes first. After that you will not be able to make and receive calls. 

Why are you not able to switch plans? Is it not showing up in your account? Of not, then you can't switch to that plan. You can only switch to plans within your account.  Public Mobile support will not give it to you either.

You reach support through the orange bubble. 

Adding

Turn airplane mode on wait around 2 minutes,  turn it off and shut your phone off for 5 minutes and try again. 

Reset data iphone:settings scroll to

General> transfer or reset iphone>reset>reset network settings. 

[Zully1]

I have checked my IMEI # and it is not compatible with my phone, yet I am told by Public Mobile that I can add $5 to use 4G.

I have  tried to renew my subscription as of yesterday, to a better plan without success. I am stuck with a $24 plan plus $5, they claim to use 4G. So that I don't need to get a new cell.

How to get a hold of customer support? I need my phone especially as I have a young son battling fires in Alberta now. Please help.

[BKNS27]

@Zully1 

You might want to check whether your phone is VoLTE compatible since 3G was recently shutdown.

Here is more information on VoLTE to make or receive calls.

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

So enter the IMEI of your phone to see if it is compatible.

If not, you will need a newer phone.

As for the data issue, reset the Network settings on your phone and reboot your phone.

[Zully1]

My phone is a 3G 🙃😔