Re-provisioning?

[t_star]

I have been paying for a 5G subscription for some time, but am still at 15mbps when testing. I've done some troubleshooting, and Gemini has recommended I get someone to manually 're-provision the data speed profile on my line' to get full 5G speed. Can anyone shed some light on this?

Thanks!

[softech]

@t_star working for me.  Do you see the box for "Enter your IMEI number" ?

Try again using browser with incognito mode or try with another browser 

[t_star]

Actually, the IMEI checker link isn't loading completely for me.. Is there a known issue with the page? 

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

[t_star]

Ahh okay. Well this trumps the connection issue I'm having. New phone it is 🙂

Thanks!

[slusagm]

yes @t_star , the LTE top speed should be as good as 5G.  For most of us, it is nothing wrong to use LTE  and 5G is just a nice to have

[t_star]

Interesting.. My model is indeed an SM-G981W. I have a physical Public Mobile SIM card though. If it has an eSIM option, I am not using it.

So if I understand correctly, my phone should be able to download at 5G performance levels, even if I cannot actually select a 5G network option through my settings? And I can test that through a Speedtest once it has been 're-provisioned'?

[slusagm · Accepted solution]

@t_star 

not sure if you are aware, your phone S20 is not a phone on PM's VoLTE whitelist.  What it means is when PM ends 3G in March 2027, 5 months from today, you will not be able to use the phone for voice calls.  Only phones that have VoLTE and is on PM's VoLTE whitelist can use the VoLTE network for voice when 3G ends. 

So, it means you should plan for a new phone sooner than later, before March 2027

You can use the IMEI checker to confirm:
https://www.publicmobile.ca/get-help/articles/volte

[softech]

@t_star 

it is a known issue that S20 series does not work have a 5G option, a known issue on Samsung side

But even without the 5G, you should see the phone connects to LTE and has as good the speed as 5G (it should be capable to get around 120Mbps - 200 Mbps on LTE network)

And here is the background to the Samsung S20 issue:

The Canadian variants of Samsung Galaxy S20 (Model SM-G981W , SM-G986W, SM-G988W). ) physically contain the eSIM and 5G hardware, but the feature was not enabled by Samsung Canada. So, the stock Canadian firmware for S20 does not have "SIM Manager" menu in Settings and you cannot add an eSIM with it and 5G won't showup either

This is not a carrier issue, but how Samsung Canada limited the use of it.  You cannot activate eSIM and 5G on S20 with any Canadian carrier 

Some have a workaround but that involved flashing a different firmware.  @mtbman has the steps here, but follow at your own risk as this can "brick" the phone.  Only try if you feel comfortable and have experience flashing firmware:

https://productioncommunity.publicmobile.ca/t5/Get-Support/Samsung-s20-5G/m-p/1046009/highlight/true...

[t_star]

Hey there. I've only tested at home.

I have a Samsung Galaxy S20 5G. I live in downtown Ottawa.

I've done a network reset, but saw no difference.

Under the Mobile Networks setting, there are 4 Network modes available for me:
LTE/WCDMA/GSM (auto connect)  (This one is selected)

WCDMA/GSM (auto connect)

WCDMA only

GSM only

I don't see 5G as an option anywhere.

I should also mention that I get the occasional text from Public stating that they are retiring their 3G network next year, and their records show my current device isn't compatible with their upgraded network.. it really feels like they don't know the device I have..

[t_star]

Thank you. I will do that tomorrow.

[softech]

@t_star 

you shouldn't get such a low speed.  Do you get 15Mbps everywhere? or only at selected locations like home or work?

what phone do you have? which city you are in?

does the phone showing connected to 4G or LTE or 5G?

Please first attempt with a Reset network settings after a device reboot.  If you have an iPhone, please also make sure you have updated your Carrier Profile. 

Next, check if network mode is set to Automatic.  You might also want to manually change to 4G/LTE and 5G and test each of them

And if you have a physical sim, test the sim card on anther phone

if issues persists and you need PM CS support to reprovision your account/sim,  please open ticket using Public Mobile Expert Messaging , Select Start a Chat to begin (You will need to use your current Community account to login to submit the ticket):
          https://expert-messaging.publicmobile.ca/guest/pre-chat
**You'll get email/sms alert when agent replies. or monitor here: https://expert-messaging.publicmobile.ca/message-centre

[slusagm]

You will need Public Mobile to help.   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.  Just click Didn't Receive code or Resend code and choose Send email or Send voice message) 
 
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 )