Confusing PM Update: forced 4G LTE/5G device upgrade - Oneplus 8 Pro user

[Jpshum5]

Hello PM community,

I use a OnePlus 8 Pro device, as well as my family and have been with PM since last year April 2025. Today, I received a text message from PM that my device uses their 3G network and am subject to an additional $5 if I don't upgrade to an approved 4G LTE/5G device. On April 28, I received a PM text stating they are retiring the 3G network and to check my device's IMEI to ensure compatibility. I checked the IMEI for one plus 8 pro and it is compatible. I am really confused as to why one plus 8 pro are subject to the charges. I experienced the same problem with Fido last year, which is why I moved to PM and now they are doing the same thing. Anyone encountering the same issue?

 

[hTideGnow]

hi @Jpshum5 

as it shows it is compatible, let us know what agent says

[Jpshum5]

Hello Softech,

I have used my OnePlus 8 Pro since Sept 2020 (just under 6 years) and been with different mobile network operators. I know shutting down 3G has been an ongoing trend for awhile now.

[softech]

@Jpshum5 

when did you start using this phone? was it just rencently?

the message was sent out based on what PM sees at the end of April.  So, if you change to this phone in May, that would explain why you got the message but the phone is in fact compatible with PM's VoLTE network

[Jpshum5]

I submitted a ticket. I will await to hear back and will encourage others to submit a ticket.

I apologize for using your template for replies. I just want your message to b shared 🙏 

[hTideGnow]

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@Jpshum5 wrote:

 

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hi @Jpshum5 

if that is the case, ask PM agent to check and confirm 

submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[xenon219]

Public Mobile should not be forcing a cost if the device is compatible with VoLTE.  There should be an option to manually disable 3G if the device is already running VoLTE even if it is not on the whitelist.

[Jpshum5]

 

[hTideGnow]

hi @Jpshum5 

it is not whether the phone has 4G, it is more if the phone is on PM's VoLTE whitelist

please use the IMEI checker here:
https://www.publicmobile.ca/en/get-help/articles/volte