unauthorized subscription change

[aloevera]

last month my subscription plan changed from 29 $/month (for a 4G plan) to 34 $/month without any authorization, consent, or information. it was added a 5$/month add-on for 3G. who can help me with that? 

[aloevera]

@softech thank you! I have done that now. I had some trouble creating the ticket. it seemed the session timed out faster than I could fill out and send the form. thanks again for your guidance. vera 

[softech]

@aloevera in this case, please open ticket with CS agent and they will remove the charge 

  Please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Ticket", click "Contact Us"  then choose a topic, click "Login", finally click "Click here to submit a ticket ↗" 
    (if unable to receive 2FA via SMS when login, click "Didn't Receive code" or "Resend Code")
     then choose "Send email" or "Send Voice Message" to get 2FA via email or voicemail)
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there     

[aloevera]

@softech 

thank you very much for your reply. my phone is 4G and can handle 3G as well. thank you for the pointer about VoLTE. I checked it, and it is enabled (see screenshot). I do live in BC, and we have areas here, in particular in the backcountry or kind of remote/FSR areas, that only have 3G coverage. saying that, I checked the date of the surcharge again, and I was indeed camping in a remote(r) area. 

however, I did not sign up for a plan that wants to 'encourage' me to get a new(er) phone and charge me for something that it is capable of handling and was not mentioned before. I signed up for a 4G plan, which also allows 3G. with the retirement of the 3G network (or not renewing the permits/fees), it will leave areas with no service which has one now. 

the add-on surcharge seems not right to me. so how can this be fixed? thank you!

[softech]

@aloevera 

that was not a plan change.  It is just that you have been hit with a $5 surcharge for using a device that is not VoLTE compatible with PM network.   The charge is only meant to encourage you to get a new and compatible device as PM will be retiring 3G network.  
if you do nothing but just paying the $5 surcharge, you will not have any voice service once PM retires 3G network in March 2027. 

Let's try to confirm what phone you have and how to have this charge removed with a compatible phone

What phone do you have? Which province you are in?

First, use the IMEI checker on this page to see if your phone is compatible with PM's VoLTE network:  https://www.publicmobile.ca/en/on/get-help/articles/volte 

If it is not compatible with PM's VoLTE, then your phone had been using 3G for voice and is now affected by the 3G Network Shutdown that has just started in Manitoba:
https://www.publicmobile.ca/en/get-help/articles/3g-shutdown

If you’re using a 3G-only device, your phone will stop working after these dates:
Manitoba (Rural): January 12, 2026
Manitoba (Urban : Winnipeg & Brandon): Starting March 31, 2026
National: Starting March 1, 2027

If the lack of VoLTE support is what affecting your voice calls, there is really nothing much you can do other than getting a phone that is compatible with PM's VoLTE network.   Hare are couple choices that will work:

• iPhone 8 or later
• Google Pixel 4 or later
• Samsung S22 or later
• Samsung Flip 2/Fold 2 or later
• Samsung A15/A35/A55 or later

But generally most major brands of phones released after 2024 and are designed and sold for the Canadian market should work.  ( BUT Imported phones/grey market phones sold on marketplaces likely won't work)
If you are unsure whether a particular phone will work, share the model here and we can help