3G network switch off

Australia's 3G networks have now been switched off

Telstra, Optus and TPG Telecom made commercial decisions to switch off their 3G networks in January 2024 (TPG Telecom) and November 2024 (Telstra and Optus).

Switching off the 3G networks freed up radiofrequency spectrum to boost the capacity, speed and reliability of 4G and 5G networks.

Impacted mobile phones

Prior to the switch offs, the mobile network operators identified a number of mobile phone devices which relied on the 3G networks for functionality. These devices fell into 4 categories:

  1. 3G-only phones: These handsets rely entirely on the 3G networks and lost all functionality when the 3G networks were switched off.
  2. 4G phones without 700MHz capability: These handsets are compatible with the 4G networks but don't work on 700MHz, or 'Band 28', which is used in Australia for low-band 4G coverage. They don't work in areas where 4G is only available over 700MHz.
  3. 4G phones without VoLTE: These devices don't have Voice over Long-Term-Evolution (VoLTE) technology which is needed to place calls over 4G.
  4. 4G VoLTE phones that relied on 3G for emergency calls: These devices have VoLTE and can access data over 4G but rely on 3G to make calls to Triple Zero.

Emergency calling requirements for all mobile phones following the 3G network switch off

The Australian Government's top priority in the lead up to the switch off was to protect public safety by ensuring all mobile phones connected to mobile networks could call Triple Zero.

As a result, the Hon Michelle Rowland MP, Minister for Communications, directed the Australian Communications and Media Authority (ACMA) to amend the Telecommunications (Emergency Call Service) Determination 2019 (the ECS Determination) to require service providers to identify mobile phones that are unable to access Triple Zero, notify the user and cease providing a service to the affected device.

The Determination means that all handsets now connected to the network must be able to call Triple Zero across all 3 remaining 4G and 5G networks. Service providers are responsible for identifying mobile handsets that are unable to access Triple Zero, including on networks other than the subscribed network, and for blocking these devices. A new industry code and testing regime is in development to underpin this requirement over the long term.

Affected device identification

Mobile network operators have advised they have reviewed network data, examined call records and engaged with international industry associations as well as handset manufacturers to understand device capability and behaviour to determine whether specific devices will be impacted. An industry expert has verified that those methodologies are based on sound and established practices.

The Minister's direction to the ACMA does not require mobile network operators to only provide services to handsets that they themselves have sold to the end user. The amendment to the ECS Determination would not prevent an end user from engaging with their provider if they consider their handset has been blocked in error.

You can also visit the AMTA website www.3gclosure.com.au for general information on the types of devices that may be impacted.

Upgrading your mobile phone

If your service provider has advised that your mobile phone is impacted by the 3G network switch off, or it has been blocked, it is important that you upgrade to a 4G or 5G compliant mobile phone to remain connected, including to Triple Zero.

To assist consumers looking to upgrade their mobile phone, the peak industry body representing Australia's mobile telecommunications industry, the Australian Mobile Telecommunications Association (AMTA), has published a buyer's guide which is available at www.amta.org.au/3g-closure-buyers-guide.

Australians continue to have a wide variety of handset options to purchase through their mobile operator or from a third-party vendor. Low-cost options are available. Customers are encouraged to raise any affordability concerns with their mobile service provider for advice on available replacement options.

Other devices that are impacted

In addition to mobile handset devices, non-handset and Internet of Things (IoT) devices that previously relied on the 3G networks have also lost functionality. These include some smart watches, tablets, security systems, agricultural monitoring equipment, personal medical alarms, and lift phones.

If you are not sure if your devices have been impacted, you can contact your provider or the device manufacturer for further advice.

Coverage

Telstra and Optus committed to maintaining equivalent or greater mobile coverage following the 3G switch off. Areas that previously received 3G coverage (according to the published 3G coverage maps) should receive faster 4G and 5G services with improved functionality. TPG Telecom has also indicated that its geographic coverage is expanding.

However, areas that had received 3G service prior to the switch off but were not within areas identified in published coverage maps (sometimes referred to as 'fortuitous coverage') are not guaranteed to receive equivalent coverage.

If you are experiencing reduced coverage since the switch off, you should contact your provider to better understand any impacts to your service, and to seek advice on available technical options.

Complaints

If you have a complaint about any impacts from the 3G network switch off, including if you believe your device has been incorrectly blocked, it will be best handled by your mobile service provider. Your provider is best placed to offer advice about any impacts to your specific devices or services, their decisions in relation to the switch off, and any alternative devices or services that may be available to you.

If you have been unable to resolve your complaint directly with your provider, you could consider contacting the Telecommunications Industry Ombudsman (TIO). The TIO is a free and independent alternative dispute resolution body for small business and residential consumers in Australia with unresolved complaints about their telephone or internet services. The TIO can be contacted through its website at www.tio.com.au/complaints or by calling 1800 062 058.

Do not call Triple Zero to test whether your mobile phone is affected. Doing so puts an unnecessary burden on the emergency call service, potentially to the detriment of someone who genuinely needs help.

Be aware of scams. Only contact your mobile provider using trusted information and links.

Continued sale of impacted devices

The Australian Consumer Law provides protections to consumers purchasing goods and services in Australia, including devices. End users can contact the Australian Competition and Consumer Commission for more advice about consumer rights or to submit a report about a potential breach of the Australian Consumer Law via its website www.accc.gov.au/about-us/contact-us-or-report-an-issue or by phone on 1300 302 502 (11am to 3pm AEDT Mon–Fri).

Recycling old mobile devices

The Australian telecommunications industry voluntarily funds the free MobileMuster program that enables people to recycle their old phones, broken mobile phone chargers and accessories, either from their home or at a drop-off location. More information about the MobileMuster program is available at www.mobilemuster.com.au.

Further information