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!

[waytay]

And yet PM's parent carrier, Telus has a more extensive up-to-date 'whitelist' and accepts way more 4g voLTE devices.  Same with Koodo (also Telus).

Heck, even Bell's tier providers all accept most 4g voLTE phone brands

[Alveeto]

Thanks for the lead.

[waytay]

There are options here: ie,  "no name mobile" (from PC Mobile on Bell network) has a good basic plan for same price as PM.  And their 'whitelist' is way more comprehensive and inclusive.  For instance, my wife's awesome little S10e is fully 4g voLTE compatible there, while not here on PM.   She'll probably switch over. 

Heck, I may also switch over with my S23

[Alveeto]

According to the IMEI checker on here, it is compatible. I just don't have esim support.

[MJFallah]

My phone was compatible with Rogers/Fido network; but, it's not with Telus/PM Networks for some reason. Although, this is NOT strictly speaking a matter of compatibility as providers simply black list certain brands and models without checking. It's much easier to white list popular models and black list everything than evaluate every single phone to see if they're compatible.

They have done the same at Rogers/Fido and they did the same in Australia. 

[dm-peit-050507]

There is an IMEA site that can generate IMEIs. I do not see a Moto G5 Power though. I only see G7 and G15.
https://www.imei.info/motorola-imei-generator/

There is likely no guarantee this will work 100% on PM, but it's worth checking the compatibility before purchasing (it it gets all Xs avoid). I imagine for perfect whitelisting, you would want to check your actual IMEI number from the device you own (each device has unique number DO not share this on the forum!)

[netcom]

Do you know where I can find this Public Mobile whitelist. For instance I am looking at the Moto G5 Power in 2024, 2025, and 2026 editions but I don't know if any of them are compatible. They all say they are volte compatible.

[dm-peit-050507]

Thanks for the suggestion
It appears they have removed the "Other" option from the categories. Going from "Contact Us" to "Other" just puts you in an endless loop (at least in the Toronto, Ontario region). I'll try the direct message option.

[hTideGnow]

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@dm-peit-050507 wrote:

I purchased the 2025 Moto Razr. This was on the recommended list on the Telus site (activated by following Public Mobile promo code). It also passes the IMEI checked (as mentioned above). I am still getting notifications that I will be charged 5$ a month for 3G service.

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hi @dm-peit-050507 

there seems to be some false negatives with the text.  Also, PM system could have cached your old device and sent you the text by mistake.  

if you use the PM  IMEI checker and showing it has a check mark for VoLTE , then take the screenshot and open a ticket with PM agent:

 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

[dm-peit-050507]

I purchased the 2025 Moto Razr. This was on the recommended list on the Telus site (activated by following Public Mobile promo code). It also passes the IMEI checked (as mentioned above). I am still getting notifications that I will be charged 5$ a month for 3G service.

[netcom]

Thanks. I figured out that my Moto G8 Power was incompatible so I need a new phone.

[hTideGnow]

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@netcom wrote:

I have a Moto G8 Power. So, thanks. I figured it out. I put in my IMEI and it said I am not compatible. I guess I should upgrade. My phone is 6 years old.

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hi @netcom 

for Moto G Power, you need the one released after 2022.  G8 Power was an earlier version from 2020

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

[hairbag1]

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@netcom wrote:

I have a Moto G8 Power. So, thanks. I figured it out. I put in my IMEI and it said I am not compatible. I guess I should upgrade. My phone is 6 years old.

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Yep....unfortunately, you need a newer cell. If you're still gonna stay with Public Mobile, stick with the Cdn versions of mainstream cell brands...newer Samsung, Apple brands work just fine. There are others too but I know these 2 work great in PM world.

[netcom]

I have a Moto G8 Power. So, thanks. I figured it out. I put in my IMEI and it said I am not compatible. I guess I should upgrade. My phone is 6 years old.

[NT31]

Hi umnikke8, I can't thank you enough - if you know anything about Nokia or Sony Ericsson let me know. I am not sure I appreciate the fact that PM wants to push customers towards specific phones. Thank you and have a wonderful day.

[hTideGnow]

hi @NT31 

make sure you buy a phone that is designed for Canada.  I am not Nokia and Sony still have phones really sold in Canada.

if you can get a hand to the IMEI when you buy, I would check using the IMEI checker to confirm first

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HI @NT31 

you still should check with PM support agent. 

if you have trouble with Chatbot, you can still 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            

[NT31]

Hi Sansan, PM website is so very messy it keeps adding tabs & asking for sign-in while I am signed in... so I will not chance their AI chatbot. thank you and have a wonderful day.

[NT31]

Hi slusagm, thank you for the headsup. I need to check about phones any idea about Nokia or Sonny Ericsson? have a wonderful day.

[hTideGnow]

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@NT31 wrote:

Hi slusagam, thank you for the update. the volte list requires info about a specific phone which I still need to buy. I think giving me only 2 weeks notice is not enough. I am looking to buy either Nokia or Sonny Ericsson but it will take time. I think I will need to connect to customer service to  extend notice and get phone names specific to Public before I make a purchase. Thank you and have a wonderful day.

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hi @NT31 

make sure you buy a phone that is designed for Canada.  I am not Nokia and Sony still have phones really sold in Canada.

if you can get a hand to the IMEI when you buy, I would check using the IMEI checker to confirm first

[NT31]

Thank you Sansan, I am glad you mentioned March 27 deadline I thought the change needs to happen by June 2026, so I only got 2 weeks notice not enough to buy a new phone. I appreciate your comment so now I can breath easily. Have a wonderful day.

[NT31]

Hi slusagam, thank you for the update. the volte list requires info about a specific phone which I still need to buy. I think giving me only 2 weeks notice is not enough. I am looking to buy either Nokia or Sonny Ericsson but it will take time. I think I will need to connect to customer service to  extend notice and get phone names specific to Public before I make a purchase. Thank you and have a wonderful day.

[hTideGnow]

hi @Chris1985   S21U will work.  You don't have to move

@Chris1985  @Stephy3  since your phone should work here, you shouldn't need to pay the $5 surcharge.  Just open a ticket with PM support agent 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            

[Chris1985]

Same here. I have a s21 ultra. There's no chance I'm buying another phone just to save $5/month, I'll just switch carriers. Sad though, I've been with pm since 2017. 

[Tamarra]

Phone manufacturers have to pay Telus for access and which includes some software testing - so a Google search told me.

[Tamarra]

Yes, I see that phone manufacturers have to pay Telus for access and smaller manufacturers can't or won't do that. I'll see if any other carriers will. I like this phone.

[Sansan]

I believe that this phone will use 3G for calls. The Samsung that they supported in the past started with the s21 FE 5G and above. One way to test is to make an outgoing call and see what the indicator shows top right corner. 

You can submit a ticket through the chatbot and have them confirm for sure.

[Stephy3]

I just received the text about the 3G network change but when I input my IMEI number it says it is compatible with the VoLTE network and 5G.

How do I decifer if PM made a mistake or its not good when their checker says it is?

 

[slusagm]

@Tony67 do you aware this is not  a fees that only PM collects? Other providers have this fees too.  So, suggesting a complain would not get you anywhere 

[Tony67]

I got older phone...its LTE capable, but its not on their "approved" list, hence, "verboten".  Its a Mafia.  I suggest to make complaint with CCTS because it becomes an unfair billing issue, the CRTC because it is unfair tobe locking you out of LTE when you have a phone capable of it.  I am taking those actions as we speak....am fed up.

[slusagm]

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