Telus Volte Compatibility Tool?

[funpig1]

There have been so many new threads lately where persons complain that they have lost the ability to make or receive calls.

A lot of time is then wasted discussing whether or not that person's phone has lost compatibility with Public Mobile as a result of the recent network changes to the network. People are usually referred to the out-of-date and incomplete Public mobile VoLTE whitelist. Unfortunately, many people still cannot determine whether or not their phone has lost compatibility with Public Mobile's network and need to buy a new phone.

I do not know if this attached Telus VoLTE  compatibility tool will work or not for Public Mobile.

(EDIT and UPDATE:  unfortunately, there are reports that the Telus tool will provide "false positive" results for Public Mobile. (Waiting to see if the tool can provide any "true negative" results.)  See post by oracle @Dunkman below for further explanation. Public Mobile really should provide their own up-to-date compatibility tool for its current and prospective customers.)

All you need to do is go into your phone settings, and find you IMEI number and input it into the tool. If the phone is compatible with Telus, there will be a green check mark. I tested with my Pixel 7a and it showed that my phone is compatible.

If your phone has been experiencing problems making or receiving calls, please try this compatibility tool with your phone and let us know if this tool works to determine PM compatibility.  Thanks. Good luck.

Click the link and scroll down to "Check if your phone is compatible?":

https://www.telus.com/en/support/article/how-to-use-volte?INTCMP=Tcom-support_results-hub_check-phon...

[waytay]

CS offered to me that if I have an issue with my phone then either buy an NEW phone or find another service provider.  Sounds like Telus is trying to drive PM subscribers back to either pricier Telus or Koodo ..where the phones do work no problem.

[funpig1]

@Dunkman 

Could the moderator or oracles post and pin a notice and explanation on this (and other) chronic issue(s) as a service for existing and prospective subscribers?  Something should be done when this same complaint comes up sometimes 2 or 3 times in a day. It has been years since that whitelist was updated. What are the reasons for not updating?

I don't think that it is fair that existing customer should have their service interrupted or compromised by PM's network change.

And what about those new subscribers that get baited into switching to PM only to find out that their phone was not compatible? I can understand why they are hopping mad. Maybe PM needs a little bit of truth in their advertising:

"COST-CERTAINTY YOU CAN DEPEND ON (unless your phone is incompatible). Subscribe to a surprise-free plan (but don't be surprised if your phone does not work on our network)."

I am not insulting anybody, just providing some fair comment in hopes that PM improves their service to customers who are experiencing problems with their phones. I don't want to make excuses for PM;  I prefer to challenge them to do better.

[Dunkman · Accepted solution]

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@funpig1 

The Telus IME VOLTE checker will not work with phones on the Public mobile network.  As mentioned earlier. Public mobile introduced VoLTE in 2022.  Certain phones with VoLTE will work with Telus network, but not on  the PM network even though both use the Telus network.  

According to PM sources, it is not Public mobile itself not allowing customers to use VoLTE on their network.  It is the hardware manufacturers themselves.  Companies like Samsung need to turn on "VoLTE" to work on the Public mobile network. Public mobile actually prefers that these phones work on their network since they don't want to lose customers due to this issue.  Prior to 2022, many manufacturers did not turn the VoLTE option for the PM network since PM did not offer VoLTE.  

With the refarming of the 850 Mhz 3G band to LTE, this actually has improved talk services for the majority of PM customers in the affected areas using the PM network.  As you know, the 3G network will be decommissioned in Canada this year sometime (ie. Rogers July 31 deadline). So many older phones will not work on these networks. 

Oracles have mentioned to Public mobile about the need for up-to-date list, but it has not been done for different reasons. 

[funpig1]

@GRHWAR 

Thank you for testing it out and verifying that Telus tool may provide a false positive result (vis-a-vie public mobile). It would still be useful to know whether or not negative results are true or not. 

How long have you been a PM customer? Did you request for any compensation for the loss of service or inconvenience caused by these network changes?

[slusagm]

@funpig1 

from the SMS people receive, if people have an incompatible phone due to the change to the 3G bands and hte lack of VoLTE support here, they should go to Koodo and Telus

what I see is PM will support new phones that are sold with VoLTE that are sold in Canada

[GRHWAR]

Yeah, mine shows LTE (sometimes LTE+) and switches to 4G when making a call.  Sometimes it works, but usually doesn't.  If I switch airplane mode off and on, occasionally it works as well.

[funpig1]

If what you say is true, then we should demand action:

1. Subscribers with these "incompatible" phones (compatible with Telus but incompatible with public mobile) should contact PM customer agents and demand that Public Mobile fix this discrepancy in service. We are on the same network. Existing subscribers with previously working phones are now losing service through no fault of their own. 

2.  Public Mobile needs to provide an up-to-date and working compatibility tool of its own so that both current and prospective subscribers can figure out whether or not their phones are compatible.

3.  IMO, affected subscribers should get compensation in the form of a bill credit for the loss of service and inconvenience to rectify a problem caused by PM.

[Phil_Adelphus]

@funpig1  That is why I suggested that people who cannot make/receive calls test it for themselves and let us know

The easiest way to know is to do the test, turn off wifi, turn on cellular data, make a phone call, watch the LTE (or 5G) in the status bar to see if it drops to 3G (or sometimes 4G depending on phone).  The more tech savvy can check the IMS registration in the settings.  But of course having said that, it only applies if you actually have the phone to test, not so easy for people looking for something to buy if they can't return it after testing.

[slusagm]

yes @GRHWAR 

that is a tool for Telus, does not apply for Public Mobile.

[GRHWAR]

The tool said my phones are compatible, but they do not work and PM support said my phone was not compatible.

[slusagm]

@funpig1 , 

in fact @Phil_Adelphus  was correct, the Telus tool you have does not apply to PM.  PM has its own whitelist.  Phones works on Telus' VoLTE might not work here. 

All phones designed to sell in Canada and have VoLTE will work on Telus' VoLTE, but many of those still not working on PM's VoLTE

[funpig1]

That is why I suggested that people who cannot make/receive calls test it for themselves and let us know. Hopefully, we can find an easier way to determine compatibility instead of looking at an out-of-date whitelist or having people making guesses as to why the phone stopped working.

WOW. I did not award you a solution. In fact, I disagreed with you. It is so irritating when this Community censors, deletes or edits people's posts.

[Phil_Adelphus]

@funpig1  I do not know if this attached Telus VoLTE  compatibility tool will work or not for Public Mobile. I would think that it should because PM uses the Telus network

I don't think so, Public Mobile's whitelist is more limited than Telus (and Koodo I think).  I believe it was said it has to do with PM only getting VoLTE in 2022 whereas the others had it before so the phones were ready for it.  Interestingly if you look at Rogers compatibility tool there are some phones that will continue to work after the 3G shutdown in July if on postpaid plans but no guarantee if they are on prepaid (which if I recall correctly will only apply to Chatr).