Community

Sham_Madani · Tuesday

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!

slusagm · Tuesday

@Tamarra Balckview phone is not really a Canadian phone. It is not on PM's whitelist

Tamarra · Tuesday

Black view Wave 8 with North American settings

hTideGnow · Tuesday

@Tamarra wrote:
My subscription says I'm on 4G now, yet I'm getting the same message. My IMEI says not compatible with Telus VoLTE. Why?

hi @Tamarra

You might have a 4G/5G phone, and a 4G/5G plan and using 4G/LTE/5G for data, and your phone might support VoLTE, But PM has a VoLTE whitelist and only phones on the list can use VoLTE.

Since you got that text, your phone likely is not on the VoLTE whitelist. If that is the case, while you are using 4G or LTE or 5G for data, when you are making calls, the system will ball back to 3G for voice calls.

When the 3G network ends, you won't be able to use any network for calls with your current phone

So, what phone do you have?

Tamarra · Tuesday

My subscription says I'm on 4G now, yet I'm getting the same message. My IMEI says not compatible with Telus VoLTE. Why?

hTideGnow · Tuesday

hi @Anna_Yeonjun

You might have a 4G/5G phone, and a 4G/5G plan and using 4G/LTE/5G for data, and your phone might support VoLTE, But PM has a VoLTE whitelist and only phones on the list can use VoLTE.

Since you got that text, your phone likely is not on the VoLTE whitelist. If that is the case, while you are using 4G or LTE or 5G for data, when you are making calls, the system will ball back to 3G for voice calls.

When the 3G network ends, you won't be able to use any network for calls with your current phone

So, 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

Anna_Yeonjun · Tuesday

Hello,

I received txt message saying that because I'm on 3g network, there will be additional $5 charge. My phone is for 5g phone (samsung) so I'm not sure why Public says that I'm on 3g network.

Can Public mobile check and correct this? I check imei on Public mobile website and it says that my phone is 5g.

Thank you.

hTideGnow · Tuesday

@packnetwork wrote:
Thanks, I was unaware of that. As well, I agree that in order to run a business they need revenue, BUT a 26% hit is over the top.

hi @packnetwork

it is $5 for anyone's phone not compatible. For $35 or $50 plans, the % is less. Yes, for $18 or so, that is a steep increase. I think their idea is to encourage people to upgrade their phones to compatible ones

packnetwork · Tuesday

Thanks, I was unaware of that. As well, I agree that in order to run a business they need revenue, BUT a 26% hit is over the top.

hTideGnow · Tuesday

@packnetwork wrote:
That's a 26% increase! Does anyone know if this increase was approved by the CRT

hi @packnetwork

yes, carriers are allowed to have this charge. In fact, other have this fees as well, it is called "Legacy Network Usage Fees". PM is not the only one charging. And carriers are allowed to have price hike as long as they give you 30 days notice (if they cannot increase price, no one will run this business 🙂 )

Sansan · Tuesday

Your phone will work on Telus or probably Koodo for now until they also switch over. It will not work with PM after the change.

Each company had their own list, and Public Mobile is more restricted.

packnetwork · Tuesday

That's a 26% increase! Does anyone know if this increase was approved by the CRT

Ron_L · Tuesday

I checked my phone IMEI on Public Mobile IMEI test and it says not compatible or unable to find a match. Since Public Mobile doesn't actually have their own network but uses the Telus network I also checked my IMEI on the Telus website. There it says that my phone is supported. When I make a phone call It changes from LTE to 4G. It doesn't change to 3G. Since the Telus network is what actually matters shouldn't their IMEI check be the definitive test? Obviously my phone is going to continue to work after 3G is shut down.

Jpshum5 · Tuesday

Unfortunately, it feels like it's just a matter of time. I moved from fido because they were doing that a year ago and now it's happening in PM and eventually all telecom carriers. Only Starlink may save us now.

Tony67 · Tuesday

Definitely they got a list of whose naughty and nice....does it make sense if your phone HAS the capability....no, its likley one of those favoring someone or something because no one is watching too hard...

slusagm · Tuesday

@Tony67

the complaint process won't help, you won't get anything out of it

Mobile providers are allowed to setup their network requirement. There is no rule to force mobile provider to accept all phones and any phone to their network.

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

Sansan · Tuesday

Make a call a check the status of the phone while in the call.

What does it say?

hTideGnow · Tuesday

hi @Tony67

You might have a 4G or even 5G plan and using 4G/LTE/5G for data, and your phone might support VoLTE, But PM has a VoLTE whitelist and only phones on the list can use VoLTE.

Since you got that text, your phone likely is not on the VoLTE whitelist. If that is the case, while you are using 4G or LTE or 5G for data, when you are making calls, the system will ball back to 3G for voice calls.

When the 3G network ends, you won't be able to use any network for calls with your current phone

So, 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

Tony67 · Tuesday

Does anyone here have an actual LTE capable phone, but if being told that its 3G because it is being denied to ebe registered on their towers as an LTE. Then they send you a msg that you will be charged $5 more because they are phasing out 3G. Well, i am preparing to go "upstairs" with this wiht a CCTS complaint process.

waytay · Tuesday

Maybe for others. But Koodo and Telus accepts my wife's S10 phone -- but PM does not. Makes me think PM is trying to drive customers back to parent Telus (or Koodo), or buy one of their over-priced new phones

slusagm · Tuesday

@waytay wrote:
$5 bucks a month = $60\year + taxes. Yes, a compelling argument for leaving, providing there's a good alternative to PM's offerings

@waytay

Telus, Bell, Rogers have similar charge to if you don't have a device on their whitelist.

waytay · Tuesday

$5 bucks a month = $60\year + taxes. Yes, a compelling argument for leaving, providing there's a good alternative to PM's offerings

slusagm · Tuesday

@Peterchen123

S25 will certainly work, no doubt

but make sure you talk to PM agent so they won't charge you the $5

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

Peterchen123 · Tuesday

My Samsung Galaxy S25 is compatible. This must be a mistake by Public Mobile?

Knobby8 · Tuesday

So I ran the check on PM's IMEI, and it say's "Phone Incompatible". So what does that mean? It means PM's database (whitelist) of phones is woefully out of date and incorrect. I know for sure (100%) my phone is 4G/Volte enabled. Now I don't think PM will actually charge me $5 bucks/Month surcharge. However, if they do then I'm gone. Would seem kinda silly to drop a $grand on a new Telus approved phone to save $2bucks a month

waytay · Tuesday

You think that's why PM didn't ok them (because of a risk to their network or liability to older phones)?

slusagm · Tuesday

@waytay wrote:
What a waste of perfectly still-good devices!

@waytay

old devices might be working well, but they lack the security updates and easier to be compromised or hacked. Also, some apps, especially banking apps, might not even work with those "perfectly still -good devices" but with outdated OS

waytay · Tuesday

What a waste of perfectly still-good devices!

hTideGnow · Tuesday

hi @Peterchen123

how long you used your S25? maybe PM still has your old phone on record

ask PM support agent to confirm if they see you having a S25 and let them know you shouldn't got charged with the extra $5

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

Peterchen123 · Tuesday

I got the same text message. I have a Samsung Galaxy S25. This makes no sense.

waytay · Tuesday

Apparently, until March 2027 when 3G ends. For most carriers/providers

Community

Text regarding $5/mo 3G usage price increase