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!

[Lisong]

I received message today.  Saying my device use  3G network it will $5/mo 3G usage charge from June 15.

My Xiaomi Max 2 is 4G LTE device, do I need to buy new device to avoid $5/mo charge. Thanks!

[Mauli]

My wife received an email that her $19 plan is being changed to a $24 plan. Why the increase and what to do to get a better plan? 

Public Mobile update: Your device uses our  3G network. Starting June 15, 2026, you will see a $5/mo 3G usage price increase on your bills if you continue using this device. Your monthly price will change from $19 to $24. Here is the message.

Switch to a 4G LTE/5G device to avoid this amount on your bill starting on your following renewal. You can cancel your subscription without penalty until 30 days after the effective date of this change.

[BKNS27]

@Mardonius 

Please note that 3G, 4G/LTE or 5G are data speeds and not for making or receive calls. You need VoLTE (Voice over LTE) to make or receive calls.

[hTideGnow]

hi @Mardonius 

what phone do you have? and which province?

check if your phone can use VoLTE using the IMEI checker here:
https://www.publicmobile.ca/en/get-help/articles/volte

yes, you might have a 4G or even 5G plan, and your phone might support VoLTE and using 4G/LTE for data.  But PM has a VoLTE whitelist and only phones on the list can use VoLTE.   Your phone likely is not on the list, so while you are using 4G or LTE or 5G for data, when you are making calls, the system is now falling back to 3G for voice calls.  So, when the 3G network ends, you won't be able to use any network for calls with your current phone

[waytay]

My wife got a text on her phone too.  It's a Samsung s10 which PM says is not voLTE compatible. 

Interesting that it is indeed voLTE capable and is acceptable for 4G LTE voice on Telus and Koodo (parents of PM)

Why is PM doing this?  Perhaps they want to drive folks back to the more premium parent carriers?   Or to increase phone sales?  Or an excuse to raise PM rates (ie, money grab) after promising a frozen signup price?

I have no issues with S23 on PM.  But I guess it too will eventually see its demise. 

Sending in a complaint ticket ain't gonna help here.  Maybe a complaint by affected folks to CRTC might help??

[Sansan]

Check the community,  hundreds of messages circulating about the same all day.

Yes, you are affected unfortunately.  The 4G is for data, not voice calls.  So you will need to pay the increase until you update your phone to one they approve. 

[slusagm]

@Mardonius 

it has to do with the phone and how voice work.

First, what you see about LTE on top right is about mobile data. 

But when you make calls, it goes through a different channel, some phones can stay on LTE or 5G but some will fall back to 3G

And 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

[Mardonius]

I received a text message from PM saying that I am using their 3G network on my device and if I continue to do so, my plan will increase by $5 starting June 15. However my phone shows that I am using 4G, not 3G. Has anyone received such a message? Are they mass sending this message without regard to whether the customer is actually on 3G or 4G?

 

[Sansan]

Yea, it's rough.  A lot of people are in your situation. The $5.00 is a lot of money to pay over a few months time. Best to start phone shopping soon. Make sure you get something from the North American Market within the last 5-6 years.

[slusagm]

@Ihsain 

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

[Sansan]

Unfortunately,  Public mobile does not support Oneplus phone. Your 4G plan is for data, not voice calls. Yes, it supports 5g or LTE,  but for calls it will revert to 3G hense the reason for the messages you are receiving. 

But you can check with them to be sure.

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

[slusagm]

---

@Robnickname wrote:

When I make an outgoing call, the status bars flip from 4G to 3G.

---

@Robnickname 

that means your phone is not using PM's VoLTE network

you will need a new phone

[Robnickname]

When I make an outgoing call, the status bars flip from 4G to 3G.

[Ihsain]

Hi all, 

I am on a $19/mo 1G plan on 4G and use Oneplus phone that support 5G/4G/3G,... . P.M. has been sending text warning that from next month I will be charged an additional $5/mo for 3G usage. 

Since I am on a 4G plan and my phone supports 4G & 5G, I am not sure why I am getting these message from P.M. 

Appreciate any assistance you can provide to solve the issue. I don't want to change the plan or the phone.

Thank you all,

[slusagm]

@MTess 

you don't need a 5G device, but just most recent phones selling are 5G

but if you have a 4G device and has VoLTE that is compatible, then yes, it will work.

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]

Also, the 4G is for data to access the internet,  but for voice calls it uses 3G. When you make an outgoing call,  what's the status on your phone?

[slusagm]

@Robnickname 

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

[Chalupa_Batman]

@Robnickname , we are ALL customers like you here.

To confirm if your phone will work with Public Mobile, please see this link. At the bottom of the page, you can insert your IMEI number and the system will advise you if it will work with Public Mobile.

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

Use Public Mobile's VoLTE checker as a guide only, as results are not always 100% accurate.

It may be a 4G phone, but it may not be a 4G approved phone, hence the reason for all the messages.

[MTess]

Today I received a text message to let me know that I will have to replace my phone to keep my current monthly plan rate. The text says a 4G LTE/5G device is required but I don't see any 4G plans being offered. Will a 4G device work on a 5G network?

Do is PM actually requiring a 5G device? 

[Robnickname]

Hello

I've been receiving notices lately that my subscription fee will be increased by $5 per month on June 15, 2026.
My current phone is a 4G phone. Also, the service bars at the top of the screen when I'm connected to Public Mobile show "4G".

What is the disconnect here?
Can you check from your end and/or have me do anything from my end to confirm that I am a 4G (not 3G) customer and that my subscription WILL NOT INCREASE by $5 on June 15, 2026.

Rob S.

[Nissan_Zaman818]

 It checks out on their website 

[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]

---

@MONAM1512 wrote:

I also got same message on my OnePlus 12 device.

---

@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]

---

@cigarsmoker wrote:

do you have any timeline when PM will shut it down

---

@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