Community

LitlLdy · ‎03-17-2023

I have my iPhone data turned on, it is set on LTE, WiFi is turned off. I reset network settings, rebooted my iPhone, turned phone back off, removed sim card for a few minutes, put sim card back in phone & turned phone back on then tried calls again yet VoLTE still does not work! Calls drop to 3G when making calls!

CSA’s said that VoLTE is activated on my account but I was told by more than 1 CSA that it won’t work due to I don’t have a 4G phone plan!

Edited: For clearer explanation!

Edit: Update, March 20, 2023:

My phone is an iPhone 6s. I just received another message from a CSA saying:

“Public Mobile here we received a ticket # for calls dropping from LTE to 3G unfortunately only IPhone 8 and up are supposed for Volte on our network, so your calls will show 3G. Thank you.”

So, even though my iPhone 6s worked for VoLTE with Rogers it is not compatible to work for VoLTE with Public Mobile yet was confirmed from Telus that this phone will work on the TELUS VoLTE network! 😕

Edit: Update, March 20, 4:10pm:

From a CSA:

I checked the resolution of the ticket submitted to the technical team. VoLTE on iPhone 6s works on Telus postpaid and Koodo prepaid and postpaid but not on Public Mobile.

Public Mobile supports newer models (iPhone 8 and newer) for VoLTE. So if in the future you'll upgrade the phone, make sure to choose a model that supports VoLTE on our network.

I remain at your disposal.

Respectfully yours,
CS_Agent

Edit: Update: March 21, 12pm: I received a text message to my phone from Diane from Tech Support for information & troubleshooting. My call forwarding is now fixed!
Also, trying a new iPhone 14 Pro. My phone now stays on LTE when making calls even though it doesn’t say VoLTE on it! So, as many of you said…. I did not need a 3G phone plan for VoLTE to work for phone calls! Hmmm 🙄

LitlLdy · ‎03-17-2023

@gpixel wrote:
@LitlLdy
It could be the area you live in doesn't have volte enabled yet..

"All of your calls will be seamlessly carried over the TELUS LTE network as long as you are in a VoLTE-capable LTE coverage area."

it's also possible that your hspa(3g) has better reception than LTE and your iphone is deciding to use 3g instead. have you tested calls in other areas?

@gpixel , could be but I had it with Rogers living here in the same place & CSA Agents said my area has it!

will13am · ‎03-17-2023

Those who have asked for VoLTE to be enabled in their account manually only to be told that this feature is only available when paired with a 4G speed plan likely did not get the feature added properly. I would think that specific training was rolled out to the CSA team and those not echoing the correct information around the plan requirements probably have not received the indoctrination yet. To this end, any updates to the account to enable VoLTE is likely just as suspicious as the misinformation. It is rather unfortunate but I see how in a bigger team, things fall between the proverbial cracks and members be left without having the memo. For android users, it is easy enough to use this sequence *#*#4636#*#* to bring up the hidden menu and see what the IMS registration says about VoLTE availability.

wetcoaster · ‎03-17-2023

@dust2dust wrote:
How do you know it's enabled on your account?

@dust2dust

I meant to reply to this one earlier...

As far as I can tell there's nothing in My Account (accessible to the end user) that indicates whether the account is on VoLTE or not.

I guess while an indicator would be a "nice-to-have" during this transition phase, it would become irrelevant once everyone is migrated. (And considering how many programming glitches we have (had) around here, it might be wise to refrain from throwing another wrench in the engine and hoping that it's not upsetting another sequence?)

will13am · ‎03-17-2023

@XionBunny wrote:
Well I have a pixel 6 and my status for volte as far as ims is concerned says it's unregistered, and no toggle.

The IMS registration data is accurate as far as whether VoLTE has been enabled in your account. This information is coming from the network and if specifically the Voice over LTE is not showing as available, the calls will go onto the 3G network.

hycm53 · ‎03-17-2023

@LitlLdy wrote:

I have my iPhone Data on, set on LTE, WiFi off. Reset network settings & rebooted my iPhone yet does not work! Calla drop to 3g when making calls!

VoLTE is activated on my account but I was told by more than 1 CSA that it won’t work due to I don’t have a 4g plan!

Which iPhone do you have? I have iPhone 8 plus that set to LTE and today I made a call in Costco, the phone showed up LTE. And I asked the receiver how was the sound? The answer is much much better than before. My plan is a 3G plan.

gpixel · ‎03-17-2023

@LitlLdy

It could be the area you live in doesn't have volte enabled yet..

"All of your calls will be seamlessly carried over the TELUS LTE network as long as you are in a VoLTE-capable LTE coverage area."

it's also possible that your hspa(3g) has better reception than LTE and your iphone is deciding to use 3g instead. have you tested calls in other areas?

dust2dust · ‎03-17-2023

Unfortunately, it's after hours out east now and Friday. People that might matter are gone now.

Like @J_PM , @PublicMgr_Alex , @Melinda_H . Who else?

I think XionBunny has a proper beef. I think those trying to jump the queue without waiting are in a bit of a different boat.

wetcoaster · ‎03-17-2023

@LitlLdy wrote:
@XionBunny wrote:
Word for word the exact same script that @LitlLdy got, same misinformation, same general loop
@XionBunny , I might as well leave it along for now since I keep getting told the same things by CSA’s

Thank you for your reply.

I understand that it might a bit confusing but don't worry, I'll try my best to answer your questions.

As Customer Support Specialists, we're trained to take any kind of tickets (tech support, billing, etc).

I just did some research and found that VoLTE technology is used to transmit voice over LTE (4G) networks. 4G is basically a high-speed data network. Hence, VoLTE cannot be used on 3G networks.

I understand how badly you want VoLTE. I would suggest switching to a 4G plan so you can use VoLTE.

Kind regards,
Luis 🙂
Customer Support Agent.

Someone tell them that they should stop digging that hole before they come out in Australia...

If the CSA can't help (whether they don't have the understanding of how it works or their rank in the team) it would be more honest to say: "Sorry, migration to VoLTE is in scheduled batches, I'm not able to do this manually for your account."

Trying to upsell someone, despite the fact that the feature is not tied to the kind of plan you are on, is just bad form, IMHO.

I know it's really easy to say for me (to be clear, I didn't ask for the migration, I just found the button on my phone on Wednesday morning), but I guess it might have been helpful to have that "Customers who activated prior to February 22, 2023 will be enabled on VoLTE gradually over the next few months." placed prominently where people see it here in the community.

(And... we shouln't have pressed Nezgar to confess that they asked for it?)

XionBunny · ‎03-17-2023

@hTideGnow seems like they might get paid to upsell those plans, to me that's kind of suspicious.

LitlLdy · ‎03-17-2023

@dust2dust wrote:
It sickens me to see agents blatantly misinforming and misrepresenting the product they're working for. They're just flat-out wrong. Yet somehow we're supposed to be all respectful and everything towards that. How is that possible when it's clearly and obviously wrong.

@dust2dust , thats whats been bothering me for quite some time at PM! Especially when others confirm they’ve flat out wrong! Suck it up & take it! Everyone is capable of being wrong at some point in our lives but to never admit it means never learning! These people are being paid & trained to do their job so it concerns me to not be able to learn new things! Especially when it is pointed out to them & made clear!

hTideGnow · ‎03-17-2023

Hi @XionBunny haha, no one need 4G plan for VoLTE. LoL

XionBunny · ‎03-17-2023

@dust2dust they kept insisting I buy a 4G plan I can't afford at the moment to access volte and won't be corrected that they are wrongly informed of the service and tech involved

dust2dust · ‎03-17-2023

It sickens me to see agents blatantly misinforming and misrepresenting the product they're working for. They're just flat-out wrong. Yet somehow we're supposed to be all respectful and everything towards that. How is that possible when it's clearly and obviously wrong.

XionBunny · ‎03-17-2023

It's fine it happens, the main thing is you made it known this is a big rollout issue, so hopefully the powers that be here take note of what's going on and correct it.

LitlLdy · ‎03-17-2023

@computergeek541 , thank you for splitting the thread. I kind of made a mess of it! I’m sorry.

LitlLdy · ‎03-17-2023

@XionBunny wrote:
Word for word the exact same script that @LitlLdy got, same misinformation, same general loop

@XionBunny , I might as well leave it along for now since I keep getting told the same things by CSA’s

Thank you for your reply.

I understand that it might a bit confusing but don't worry, I'll try my best to answer your questions.

As Customer Support Specialists, we're trained to take any kind of tickets (tech support, billing, etc).

I just did some research and found that VoLTE technology is used to transmit voice over LTE (4G) networks. 4G is basically a high-speed data network. Hence, VoLTE cannot be used on 3G networks.

I understand how badly you want VoLTE. I would suggest switching to a 4G plan so you can use VoLTE.

Kind regards,

Luis 🙂

Customer Support Agent.

XionBunny · ‎03-17-2023

Word for word the exact same script that @LitlLdy got, same misinformation, same general loop, the only difference is they tried to say my pixel 6 was not support.

XionBunny · ‎03-17-2023

Since you split the thread I'll reply to you here, getting the same run around as others information wise, my settings are all properly enabled on my phone the agents are giving the same mis info, and I'm getting nowhere at this point other then waiting.

LitlLdy · ‎03-17-2023

@computergeek541 wrote:
I have positively confirmed with other oracles who have 3G plans that VoLTE does not require a 4G plan. Some are already using VoLTE on 3G plans.

@computergeek541, thank you for doing that! I appreciate it!

hTideGnow · ‎03-17-2023

hi @XionBunny what did CSA say?

XionBunny · ‎03-17-2023

Seems in stuck in the the same boat here, the CSA team is literally saying the same things mentioned here by everyone else, and I have the toggle turned on my phone at this point, calls drop back to 3g and they just give me the same info via pm

computergeek541 · ‎03-17-2023

@LitlLdy wrote:
@dust2dust wrote:
@LitlLdy- Right. I have the same thing with my phone. I have a US service that uses volte. My phone dutifully showed the volte toggle and it all worked on volte. For that sim.
I don't have that sim in the phone now and there is no toggle. So the phone can do it. But the provider needs to turn on the ability at their end.
Like you. Just wait for it.
@dust2dust, even though the 1st CSA stated he turned on VoLTE on my account does not mean it was done correctly or ready to work correctly I guess! 😕. Was worth a try.

I have positively confirmed with other oracles who have 3G plans that VoLTE does not require a 4G plan. Some are already using VoLTE on 3G plans.

dust2dust · ‎03-17-2023

Or the first question here:

https://www.publicmobile.ca/en/bc/get-help/articles/differences-between-3g-and-4g-lte

Adding - well, I hope your account isn't messed up in the background now if one of them said they did it for you. If they don't know the basic features of the place they're working at then who knows what they could have done to the account.

So is everybody drowning the support people with requests to have this added? Jeez.

wetcoaster · ‎03-17-2023

@LitlLdy

I'm really sorry, I don't know what else to say.

Unfortunately the CSA's statement is still wrong.

- All PM plans are on LTE

- the speed designation is for the data connection only, which is separate from the VoLTE feature (otherwise you couldn't use data and talk at the same time as per help article...)

- plus I can't be the only one on a $15 plan that has VoLTE up and running?!?

screenshot from https://www.publicmobile.ca/en/bc/get-help/articles/upgrade-22

LitlLdy · ‎03-17-2023

@dust2dust wrote:
@LitlLdy- Right. I have the same thing with my phone. I have a US service that uses volte. My phone dutifully showed the volte toggle and it all worked on volte. For that sim.
I don't have that sim in the phone now and there is no toggle. So the phone can do it. But the provider needs to turn on the ability at their end.
Like you. Just wait for it.

@dust2dust, even though the 1st CSA stated he turned on VoLTE on my account does not mean it was done correctly or ready to work correctly I guess! 😕. Was worth a try.

dust2dust · ‎03-17-2023

@LitlLdy- Right. I have the same thing with my phone. I have a US service that uses volte. My phone dutifully showed the volte toggle and it all worked on volte. For that sim.

I don't have that sim in the phone now and there is no toggle. So the phone can do it. But the provider needs to turn on the ability at their end.

Like you. Just wait for it.

LitlLdy · ‎03-17-2023

@dust2dust wrote:
@LitlLdy- They are wrong. Just wait it out like the rest of us. Is this the same phone you had at Rogers?

@dust2dust , yes its the same phone!

LitlLdy · ‎03-17-2023

@computergeek541 wrote:
@LitlLdy wrote:
@dust2dust , @wetcoaster CSA told me that it won’t work on my 3g plan which it isn’t even though VoLTE is enabled on my account! Calls drop to 3g when I make calls.
Please disregard the incorrect information that you were given. All plans are eligible for VoLTE service.

@computergeek541 , I don’t know how to convince the CSA’s of that!

dust2dust · ‎03-17-2023

@LitlLdy- They are wrong. Just wait it out like the rest of us. Is this the same phone you had at Rogers?

computergeek541 · ‎03-17-2023

@LitlLdy wrote:
@dust2dust , @wetcoaster CSA told me that it won’t work on my 3g plan which it isn’t even though VoLTE is enabled on my account! Calls drop to 3g when I make calls.

Please disregard the incorrect information that you were given. All plans are eligible for VoLTE service.