text: my service will degrade in 2 days, please join Koodo

[Sam-I-Am]

Hi, I'm mystified by a text I just received from Public Mobile. Due to "upgrades" my connectivity will be degraded after Feb 20 (in two days??). They're offering to give me a used iphone and a switch to Koodo.

How do I interpret this? Are they saying my service on my particular device will be permanently degraded due to upgrades? (It doesn't say the issue will be temporary.) Why are they trying to get me to go to another company?

Why two days notice? I've got hospital stuff coming up. 

I was having real problems accessing cellular data yesterday.

edited by computergeek541: profanity removed - customers are not to use creative spelling, abbreviations, etc. to get around the swear word filter

[GPs4evr]

Thank you for that information. The technology is a bit over my head at this point but I'm willing to learn so that I can have a knowledgeable complaint. 

Do you have a reputable resource that contains that information so I can include it in my complaint?

[sheytoon]

@GPs4evr the supervisor's response isn't completely accurate. 

While device certification is a common process, it's done for optimization purposes. There's no technical reason that prevents Telus from allowing customers to configure ims APNs on grey-market devices like OnePlus in order to use VoLTE. Device whitelists are also not required, and some Canadian operators don't use them.

OnePlus phones work just fine on every other network feature and technology (carrier aggregation, MIMO, 256 QAM, SRVCC, CS fallback, handovers, DRX, 3G, LTE, 5G NSA, 5G SA, SMS, MMS, CMAS, etc). There's no reason to certify it specifically for VoLTE.

[hTideGnow]

hi @GPs4evr 

don't have too much hope with "if OnePlus is open to working on certification",  the APN issue that many OnePlus users have (they have to manually update the APN, and have to update again after any major OS upgrade) could be a sign that OnePlus does not work with PM on getting the certification 

[GPs4evr]

I have some updated information.

This is from a supervisor after a month of me asking about my phone.

"VoLTE capability is not restricted by Public Mobile alone but is part of how all carriers manage network compatibility. While Public Mobile plans support VoLTE, a device must also be certified and compatible with the network for VoLTE to function...Device certification involves testing to ensure compatibility, and this process is managed by both the carrier and the device manufacturer."

In my case I have a OnePlus Nord CE2 Global edition that I bought on Amazon 2 years ago thinking I was going to be good for 5G. Now it feels like it's just going to be a expensive brick. 

This is what the supervisor from public mobile had to say when I asked for more specifics about certification...

"This typically involves:

Network Testing & Certification – OnePlus needs to work with carriers to test and certify their devices for VoLTE functionality on specific networks. This ensures proper compatibility with our network infrastructure.

Firmware & Software Updates – The device must have the correct network profiles and settings, which may include specific modem firmware (.mbn files) that enable VoLTE on our network. OnePlus is responsible for implementing and updating these files.

IMS Registration & Network Whitelisting – Even if a device technically supports VoLTE, it must be properly configured and recognized by the carrier’s network for VoLTE services to be enabled.

If OnePlus is open to working on certification, they would need to initiate discussions with our network team. They may also have more insight into whether a firmware update could enable VoLTE on Public Mobile."

[GPs4evr]

That's just an ignorant thing to say. You have no idea how much I pay or what I pay for. This is not about willingness or unwillingness to pay. I pay for a service and I expect to get that service. Public mobile has always advertised itself as a "Bring your own phone" company that doesn't offer phone support, which is fine for me. My phone was always capable of being on this network. I paid a lot of money for my phone.  In fact for a few dollars more I could go to Bell, Telus,or Rogers and get an even better plan but the issue with VoLTE will still exist because it has to do with the phone manufacturer and the networks adding the phones to the compatibility list.

[hTideGnow]

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@GPs4evr wrote:

That's irrelevant. A network should not be restricting your phone from being able to make phone calls and texts if you pay for that service and your phone is fully compatible with their network.  After all that's the most basic of services is to be able to make phone call with your phone or a text with your phone.

---

hi @GPs4evr 

Relevant or not, I was providing fact.  Technology can do it does not mean you can get it free.  There are different level of carriers and they have different level of service.  So, if you want a network with no restrictions, open the wallet and you will get the latest and greatest of what available on the market

[GPs4evr]

Exactly. I've got the same type of answer.  It took a month to get a straight answer.

"We definitely understand how important it is to guarantee your service will always work, and keep connected.

To set up the right expectations, making a device VoLTE compatible is not something we can control, as much as we would love. 

We understand and agree you are being completely reasonable about your request. We would have done that the first time you requested it, however we cannot remove or add a device to a whitelist to support VoLTE.

Right now, the device used is not compatible with our VoLTE feature, and regardless of how much we want to guarantee this will be changed, updated, added right now, in two months or 1 year, we are sorry to inform this is not possible. 

Here are some things to consider, if you are not currently experiencing issues with your service, we recommend continue using it as usual.

If you encounter any issue while traveling, let us know to troubleshoot and diagnose. 

If the device will not support VoLTE, but it is needed, you can consider getting a new device. We are offering the following: ...."

He went on to suggest a bunch of different phones I could purchase at "Mobile Klinik" which were all iPhones and Samsung. 

I have no intention of buying a new phone considering I have a very good phone that is fully compatible with their network and was only purchased in 2022. I spent good money on my phone and I'm not about to trash it and go buy a new phone.  This is completely ridiculous and unacceptable. I am going to file a complaint with the CCTS and pursue this matter by any other means necessary. 

The Canadian public needs to know what these mobile companies are doing. I encourage all of you to pursue complaints as well. Speak to your local politicians, contact the media etc. If anybody has any ideas about any laws they're breaking, I would love to hear. (i.e. consumer rights).

Thank you.

[GPs4evr]

That's irrelevant. A network should not be restricting your phone from being able to make phone calls and texts if you pay for that service and your phone is fully compatible with their network.  After all that's the most basic of services is to be able to make phone call with your phone or a text with your phone.

[hTideGnow]

hi @A_O you have to understand this is Tier 3 carrier with Telus brand.  You are paying less and hence it is normal to get less service back.  Like you don't expect getting the same from Loblaws vs No Frills.  Each mobile brand have the same Tier 2 and Tier 3 and they offer according to the tier

[A_O]

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@Sam-I-Am wrote:

Latest. Basically get lost  and go to Koodo folks:

"There is no way for us to enable it for certain devices since It is already set. Not even technical support can do it. We can just inform you about the time, dates and how to enable it in case It is possible. We would recommend you to get in contact with Koodo Postpaid to check the offers they have. "

---

Both Koodo and PM are Telus brands.
That answer boils down to "there is no technical reason for the limitation, we just want you to pay us more"

[A_O]

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@golfball wrote:

Public Mobile does not fully support devices that no longer receive software updates. As a result, Samsung Galaxy S21 FE or newer is required for VoLTE. You will (at some point) need to get a new phone or change carriers due to 3G decommissioning.

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With all due respect, this is bull!

PM is a subsidiary of Telus, as is Koodo, and they both use the Telus network.  A phone is either capable of VoLTE on the network or it is not, there's nothing more to it.  Artificially restricting access to the latest phones on a provider that ostensibly appeals to price-conscious users is a scatological move.

[GPs4evr]

I contacted PM and was told that their compatibility tool (aka phones on the "whitelist") is not up to date. The CSR said if the phone is capable of VoLTE, it should work but that they "do not have a way to know if the phone will be full compatible even though appears on the list,  until it is tested on the network."

I did make it clear to them that even if a phone is compatible with their network bandwidths and capable of VoLTE, the phones have to be enabled on their network for VoLTE to work. So we will see what happens.,

I wouldn't rush off to change anything at this time if you know your phone is capable of VoLTE. If you have issues after their test period, then reach out to PM again and tell them you want your VoLTE capable phone added to their network.

[golfball]

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@computergeek541 wrote:

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@golfball wrote:

Public Mobile does not fully support devices that no longer receive software updates. As a result, Samsung Galaxy S21 FE or newer is required for VoLTE. You will (at some point) need to get a new phone or change carriers due to 3G decommissioning.

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The model SM-G781W (Samsung Galaxy S20 FE 5G) has worked on VoLTE since Public Mobile implemented VoLTE.

---

Interesting, I had heard someone say they couldn't get it to work on their S20 FE. Maybe it's only some models or there was a change.

[computergeek541]

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@golfball wrote:

Public Mobile does not fully support devices that no longer receive software updates. As a result, Samsung Galaxy S21 FE or newer is required for VoLTE. You will (at some point) need to get a new phone or change carriers due to 3G decommissioning.

---

The model SM-G781W (Samsung Galaxy S20 FE 5G) has worked on VoLTE since Public Mobile implemented VoLTE.

[sheytoon]

It'll be just like Winnipeg, where everyone was initially freaking out but 99% of people didn't even notice.

A small number of people who have poor 3G coverage will notice. Most people should still be able to use 3G 1900 MHz.

[hTideGnow]

hi @sheytoon 

if the area has only 1900 for 3G now and my phone has 1900 (but not VoLTE whitelisted), do you think voice calls will still be stable?  or pretty much same even the 850 has been removed?

[sheytoon]

3G will remain on 1900 MHz for many more years to come. This change will just reduce the 3G footprint due to 850 MHz going away.

[golfball]

Public Mobile does not fully support devices that no longer receive software updates. As a result, Samsung Galaxy S21 FE or newer is required for VoLTE. You will (at some point) need to get a new phone or change carriers due to 3G decommissioning.

[Gregory281]

Hi Sandra, please confirm that my Samsung Galaxy SM-A715W will still work when you drop 3g 850?

[sheytoon]

So Bell has not moved 3G 850 MHz to LTE yet, but they may do so now that Telus has. I haven't heard of a date, but it might happen in Toronto. It's definitely not in February.

[Sam-I-Am]

Hey,

Given that it was a private message, I'd best honour that. Some people are shy. There wasn't anything going beyond what's being discussed in this thread. Thanks!

[softech]

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@Sam-I-Am wrote:

FYI all, someone privately messaged me the following. They don't seem to want to post here. If true, this seems crazy. Come on, surely we don't all have to buy iphones?

---

@Sam-I-Am 

May I know who that user that privately messaged you?

[softech]

@Sam-I-Am 

from @sheytoon comment, because Telus is only using Bell's tower in GTA and Bell has no plan on this yet, so GTA won't be affected

@sheytoon  can you confirm?

[Sam-I-Am]

I'm looking into Freedom Mobile. According to their site my phone is compatible. You could see if they cover your area.

[Sam-I-Am]

Sounds like they are shutting down 3G in Toronto.

[Phil_Adelphus]

@Sam-I-Am   Is there some way of finding what carriers support what phone for what

The link to check Rogers for compatibility is here (I assume it would include their lower tier brands, Fido and Chatr (and presumably any other carrier that uses Rogers' network?):

https://www.rogers.com/support/mobility/rogers-3g-hspa-networks-are-being-retired 

You would have to look on their sites for other carriers.  The only other one I know of that gives a VoLTE compatible list is Fizz, list  here

https://fizz.ca/en/faq/compatible-devices 

[sheytoon]

@Sam-I-Am if you're in the GTA, I wouldn't worry about it. Your phone will have no service impact.

[sheytoon]

@softech Telus is refarming all of their 850 to 10 MHz LTE B5 in their markets, mainly BC, AB, Windsor, Ottawa, Montreal, Quebec City. 

Bell has not done this, so it won't affect Toronto.

[GPs4evr]

So PM has a whitelist of phones that they will accept as compatible with VoLTE....it is a very limited list! This is ridiculous. 

I have checked with other providers as well and again, compatibility is limited to a select group of phones. You can go to each provider and check. 

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

https://www.koodomobile.com/help/phone-compatibility

https://www.telus.com/en/support/article/how-to-use-volte

https://www.rogers.com/support/mobility/rogers-3g-hspa-networks-are-being-retired

https://www.bell.ca/Mobility/VoLTE

Lucky mobile is still using 3G and I don't see anything on their website about migrating but they will in the future too.

https://www.luckymobile.ca/shop/phones/IMEI-Lookup

[Sam-I-Am]

Yes, the guy more or less admitted that it's just PM, and needn't be. They just keep saying "buy a new phone, buy a new phone, go to Koodo blah blah blah." Not acceptable. And they fail to respond to the two day window issue although I've raised it three times. This is seriously disruptive in a potentially harmful way if I do lose phone service in the next few days. 

My takeaway is that they just don't care. They think we'll go to Koodo pronto in a panic and they'll make more money. The problem with monopolies is no one has to care. 

p.s. I hear on the phone issue. I'm not someone who can afford to update my phone yearly. I spent a lot of money on this one, and I'm not bricking in the next two days on PM's advice.