Text regarding $5/mo 3G usage price increase

[Sham_Madani]

Hello, I just received a message that I’m going to charge 5$ more because of my device that uses 3G, I’m not sure why because I’m using 5G data on my phone & I don’t really understand the extra charge!

[Jpshum5]

I would be proactive and submit a ticket here:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

I think all impacted customers need PM to address this issue.

[slusagm]

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@MONAM1512 wrote:

I also got same message on my OnePlus 12 device.

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@MONAM1512 

use the IMEI checker at the end of the page to confirm

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

[hTideGnow]

hi @Markk123 

what is not working? the phone or the message?

for message, 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            

[MONAM1512]

How to submit a ticket

[Markk123]

Samsung Galaxy S21 FE 5G

I've tried opening a ticket through your links but they don't seem to be working

[slusagm]

We don't know, we are just customers. 

So, it is best to confirm with PM.  

Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA  code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.)    When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen       

But if you have trouble using Chatbot to open ticket, then message PM using this link:
    https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox,  between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage  

[hTideGnow]

hi @Markk123 

what phone is that? 

there are couple posts about that. It could have sent wrong, but I would check with PM support agent to confirm.  And make sure to send them the screenshot

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            

[Markk123]

The IMEI checker states my phone is compatible with volte

Why am I getting texts stating that my phone isn't compatible and there will be a $5 charge?

[slusagm]

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@cigarsmoker wrote:

do you have any timeline when PM will shut it down

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@cigarsmoker 

PM is not shutting down 🙂

it is the 3G networking going to be decommissioned.  All providers are doing that

with PM (telus and bell), it is March 2027

[slusagm]

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@bronneyhui wrote:

Is there a place for me to check which phones are whitelisted instead of buying a phone first and found out it's NOT SUPPORTED?

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@bronneyhui 

they had a list before but they no longer posting that

a safer bet is to buy only the Canadian model of the mojor brands

you have any model in mind? share and we can help

[slusagm]

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@DW88 wrote:

Is the Oneplus 15 compatible with PMs VoLTE? My current phone is also affected and I'm looking at options.

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@DW88 

we don't know, eveyrthing has to based on the compatibility check.  Please confirm if your phone is on the whitelist by using the VoLTE checker at the bottom of this page:
https://www.publicmobile.ca/en/get-help/articles/volte

if it is not on it, then sorry, you need to pay the $5 for now until you get a new phone.  And yes, you still need a new phone as PM will close down the 3G network in March 2027 and you would have no voice calls then

[Sansan]

Double check your phone below. What type of phone do you have? It might not be on PM whitelist and if so, the reason for the message and rhe heads up for you to change your phone soon.

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

[DW88]

Is the Oneplus 15 compatible with PMs VoLTE? My current phone is also affected and I'm looking at options.

[slusagm]

it has to do with the phone, your phone might have VoLTE but it is not on PM's VoLTE whitelist.  So, if it is like that, your data might be using 4G or LTE or 5G , but calls will go back to 3G

confirm if your phone is on the whitelist by using the VoLTE checker at the bottom of this page:
https://www.publicmobile.ca/en/get-help/articles/volte

if it is not on it, then sorry, you need to pay the $5 for now until you get a new phone.  And yes, you still need a new phone as PM will close down the 3G network in March 2027 and you would have no voice calls then

[Siamakmas]

Today I received a message from public mobile that there is going to be 5 dollars charge begining of the next month on my bill due to 3G network usage! 

I don't use 3G network and my phone set up is on preferred 4G Lte network. 

What's this about? 

[bronneyhui]

Is there a place for me to check which phones are whitelisted instead of buying a phone first and found out it's NOT SUPPORTED?

[slusagm]

hi @NT31 

this is device dependent and not plan

check if you current phone is on PM's VoLTE whitelist or not, if not, you need a new phone

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

[slusagm]

hi @hongtao_wang 

some VoLTE capable phone can still not on PM's VoLTE whitelist. 

check if you current phone is on PM's VoLTE whitelist or not, if not, you need a new phone

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

[Sansan]

@NT31 ,

Thisbis not about the plan that you are on, but your G7 is not supported by Public Mobile soon, so you will need to change your phone to one that will be supported after March 2027.

You can use the chatbot to submit a ticket. 

[slusagm]

hi @Chapman-Boss 

this is device dependent and not plan

check if you current phone is on PM's VoLTE whitelist or not, if not, you need a new phone

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

[Chapman-Boss]

I got a msg that if I continue to use my device which is Motorola E5 PLAY Power and on 3G, my subscription will increase by $5 to become $30 ... if l switch to 4GLTE/5G I can avoid this amount I am not sure if this is device dependent - do I need to change phone?  What's going on if your saying l need to change phones are you going to buy all your customers new ones 

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[hongtao_wang]

I received a message saying my device is using the 3G network and may be subject to a $5 surcharge.
However, my OnePlus 8 supports LTE and VoLTE. During calls, the phone shows HD Voice and remains connected to 4G/LTE.
I believe my device may have been incorrectly flagged as using the 3G network. Could you please verify whether my account will be subject to the surcharge?

[NT31]

Hello wonderful people, I got a msg that if I continue to use my device which is Motorola G7 Power and on 3G, my subscription will increase by $5 to become $30 ... I am not sure if this is device dependent - do I need to change phone? I checked online rates for G4 & G5 they are less than $30 - I hardly use the texting capabilities... any insights or how to get the attention of customer support. Thank so much for your help and have a wonderful day.

[Sansan]

I don't belive that your phone is on public mobile whitelist . It will revert back to 3g for calls, which is why you are receiving that message  

But I would verify with Public Mobile directly. 

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

[cigarsmoker]

do you have any timeline when PM will shut it down

[LB2004]

Could you kindly tag one or so? I'm not sure how to search.thx

[umnikke8]

4G LTE support and VoLTE are separate things. Further, each device needs to be white listed by Public for VoLTE support, so there are some devices that have VoLTE support but yet don't work with Public. It's possible Public may add some more devices to the list, but I wouldn't count on much, if any change in the list. If the device isn't showing up with VoLTE support in the device checker on the help page it's notice that the device is not going to work when 3G gets shutdown, https://publicmobile.ca/en/get-help/articles/volte 

The $5 fee will only be temporary as a 'stick' to push people to move off incompatible devices, before the 3G shutdown happens and they lose the ability to make calls at all.

[Matty6]

Why don't they just say they want $5 a month more, instead of being murky about why this would apply? Pubic Hair Mobile has the worst customer service. So much so, that they leave it to their customers to resolve problems for each other. What a stupid **bleep**ing system!

[umnikke8]

If the Public checker says your device supports VoLTE and yet you got the message, I would consult with customer support to get to the bottom of this so you don't get surprised when 3G gets shut down.

[cigarsmoker]

ok just an old school guy trying to avoid the new tech. thank you for getting back to me.my phone is a samsung SGH-A847M that i bought in 2011 same battery never a problem just love it,can you recommend a phone close to that one,i have a pc i dont need one on my phone. again thank you for your time take care.