Frequently asked questions about 3G closure

It's about providing a better experience for our customers.

When we launched 3G in 2006, we used our mobile devices for calls, texting and accessing basic information online. Since then, technology and customer usage has significantly changed, and so too must our network. Traffic on our 3G network has declined significantly and continues to as we adopt newer and better technologies.

Closing our 3G network allows us to repurpose spectrum to support our 5G rollout and open the door to more digital opportunities.

If you have a device that’s only able to connect to 3G, you won’t be able to connect to Telstra’s network after 28 October 2024.

If your mobile device doesn’t have Voice over LTE (VoLTE) technology, even if it uses 4G, it will not be able to make voice calls on our network after 28 October 2024.

If your device doesn’t support VoLTE emergency calling, you will not be able to make an emergency call to 000 on the Telstra Mobile Network.

To continue using our network, you’ll need to upgrade the device to a 4G/5G VoLTE capable and compatible device before 28 October 2024. Doing so will ensure you can access Telstra’s network and will have both data access and voice calling compatibility.

Find out more about VoLTE, including what it is, what devices are compatible, and how to check or enable VoLTE on your phone.

Customers using 3G mobile, IoT and network extension devices, some EFTPOS machines, medical devices and antennas that operate on the 3G network only will be able to continue using their device or antenna until 28 October 2024. After this date, if the device has not been updated to be 4G or 5G compatible, it will no longer work.

No, if you change to a 4G or 5G device and intend to use it in the same way as your current device, you shouldn’t need to change your plan.

While it’s not quite as simple as flicking a switch, the closure will commence from 28 October 2024 and will happen relatively quickly. Customers need to be ready before 28 October to avoid disruption to services.

It’s common for customers to upgrade their equipment every few years. We made a public announcement in October 2019 that we’d be closing our 3G service. We’ll continue to be there to help customers and ensure the transition is as seamless as possible.

We’re seeing a consistent, steady decline in the number of people using our 3G network. We launched our 4G service in 2011 and customers have progressively upgraded their devices to make use of the increased speeds and services available on this network. In May 2019 we also launched our 5G network which now covers more than 80 per cent of Australia’s population.

Yes, both Vodafone and Optus have announced they’re closing their 3G networks in Australia. For more details, check with the relevant carrier.

A number of global telcos have also announced plans to close, or have already closed, their 3G networks. This includes operators like AT&T and Verizon in North America and British Telecom in the UK.

At Telstra, we use multiple data sources to classify devices accurately. Since there's no industry-wide, single source of truth, we continuously refine and validate our methods. These include:

• Industry data: We include data from the GSMA (an international body that represents the telecom industry) to initially determine the capabilities of device types and models. We cannot solely rely on this database and further validation is required.
• Telstra device testing: All devices sold through Telstra channels undergo rigorous testing to ensure compliance with our network, including voice, data and emergency calling capabilities.
• Observed device behaviour: We analyse actual device behaviour using call data records, network engineering data and various other sources to aggregate information down to the device model (TAC) and software (SVN) level. This helps us determine if customers need to upgrade their device, software, or change settings.
• Vendor attestation: We get confirmation from device manufacturers and cross-check with our observations.

If you’re visiting from overseas and your device isn’t compatible with our network, it will be blocked from connecting. This is instantaneous from when you first turn on your phone. Your phone will still work once you leave Australia, and can still be used with Wi-Fi.

If you hear a recorded message on your phone about our 3G network closure, you need to take action to upgrade your device. You’ll hear the message if your device does not support 4G Band 28 (700Mhz).

You need to upgrade to a compatible device to avoid losing coverage in places where B28 is the only available frequency.

We can’t remove the message, as it’s vitally important to ensure you’re using a device capable of contacting emergency services including Triple Zero (000).

Once you’ve upgraded, the message will be removed, but it may take up to 24 hours to do so.

To upgrade now, explore our devices or chat now for further assistance.

If you have incompatible devices you're no longer using, see our options for recycling your device.

If you have a service you're no longer using, you can cancel it in the My Telstra app, or chat now for further assistance.

First Nations customers are welcome to call First Nations Connect on 1800 444 403 – we support many languages around the nation.

If English is not your first language, Telstra's Multilingual Services team offer a free translation and interpretation service. To speak to us about the 3G closure, call 1800 241 600 and choose option 3.

Arabic العربية

ستقفل شبكة جيل ثالث بتاريخ ٢٨ أكتوبر ٢٠٢٤. إذا لم يعمل جهازك وتحتاج إلى الدعم، فتحدث إلى ممثل خدمة العملاء في Telstra بالاتصال على ١٨٠٠٢٤١٦٠٠ الخيار٣.

Cantonese 广东话

3G網路將於2024年10月28日停止服務。如果您的設備不能使用並且需要支援，請致電1800 241 600後點選4與Telstra客戶服務代表聯繫。

Mandarin 普通话

3G网络于2024年10月28日关闭。如果您的设备不工作，您需要支持，请致电1800 241 600选项1联系Telstra客户服务代表。

Punjabi ਪੰਜਾਬੀ

28 ਅਕਤੂਬਰ 2024 ਨੂੰ 3G ਨੈੱਟਵਰਕ ਪੂਰਾ ਬੰਦ ਹੋ ਗਿਆ। ਜੇਕਰ ਤੁਹਾਡਾ ਡਿਵਾਈਸ ਕੰਮ ਨਹੀਂ ਕਰ ਰਿਹਾ ਤੇ ਤੁਹਾਨੂੰ ਮਦਦ ਚਾਹੀਦੀ ਹੈ, ਤਾਂ Telstra ਕਸਟਮਰ ਸਰਵਿਸ ਨੂੰ 1800 241 600 ਔਪਸ਼ਨ 0 'ਤੇ ਫੋਨ ਕਰੋ।

Vietnamese TIẾNG VIỆT

Mạng 3G sẽ ngừng hoạt động vào ngày 28 tháng 10 năm 2024. Nếu thiết bị của bạn không hoạt động và bạn cần hỗ trợ, hãy trao đổi với đại diện dịch vụ khách hàng của Telstra theo số 1800 241 600, chọn phím 2.

Yes, your phone can connect to Wi-Fi for data purposes. However, blocked devices won’t be able to make or receive voice calls over Wi-Fi (VoWiFi) including emergency calls, use mobile network data, or send and receive SMS messages.

If you have a device that isn’t compatible with Band 28/700MHz but is VoLTE/Wi-Fi Calling-capable, you should be able to make emergency calls using Wi-Fi.

Telstra are not able to verify compatibility with devices that have had aftermarket modifications.

Blocking from our network is done at the Type Allocation Code (TAC) level. The TAC is the first 8 digits of your device IMEI which identifies the device type. It doesn’t distinguish between who you are or where you’re from, like a ‘per device’ IMEI solution would. Given the sheer volume of devices, it’s not currently feasible or practical for Telstra to manage blocking individually, which is why it’s done at the TAC level. Because of this, it’s not possible to remove the block only on a single device.

There are several reasons why VoLTE may work on one network and not another.

This includes requiring your device to support Telstra-specific settings that are part of a global VoLTE standard managed by the GSMA, the global organisation that supports the telecommunications industry. All carriers, including Telstra, follow these standards to enable voice calls on 4G (VoLTE). If your device manufacturer hasn’t included Telstra’s settings as published in the GSMA global device settings database, it might affect your ability to use VoLTE on Telstra's network.

Device manufacturers also may not have enabled VoLTE on their device when used with a Telstra SIM

Some 4G devices, particularly those from overseas markets, can’t use the full 4G network on Australia’s Band 28 (700Mhz). Because of this, they’ll have patchy coverage after our 3G network closes. If your device is second-hand, refurbished, or you bought it overseas, act now and SMS 3 to 3498 to check it.

If you live in a regional or rural area, we recommend you select a Telstra Blue Tick device.

If you use your device to make and receive voice calls, from 28 October 2024 it must support VoLTE, and have VoLTE enabled in the settings.

Find out more about VoLTE, including what it is, what devices are compatible, and how to check or enable VoLTE on your phone.

Anything that only connects to the Telstra 3G network will be affected by this closure. This includes:

• Mobile phones
• Tablets
• Mobile Broadband modems
• Smart watches and wearables
• IoT and M2M devices
• Repeaters and smart antennas
• Medical alert devices
• NextG Wireless Link

Yes, however older generation wearables (typically 2019 or earlier) may experience limited or intermittent coverage. This is usually caused by the device not supporting the main frequency we use for our 4G coverage (700 MHz). This is less likely to be an issue for newer cellular-capable models. For more information, see devices and services affected – wearables.

Some 4G mobile devices do not support “Voice over LTE” (VoLTE), so they still make voice calls on the 3G network and not the 4G network.

To make voice calls on the Telstra 4G network, customers with 4G mobile devices that don’t support voice calling will need to upgrade to VoLTE-capable and compatible 4G or 5G devices before we close the 3G network from 28 October 2024.

If a 4G non-VoLTE mobile device remains on our network after the closure of Telstra’s 3G network, it will still be able to use data, but it will not be able to make or receive voice calls, including Triple Zero (000) emergency calls. 

All devices sold by Telstra today are 4G and Voice over LTE (VoLTE, or voice over 4G) capable and compatible, and will work on our network beyond 28 October 2024.

There are several options available to help you recycle old mobiles, chargers, and accessories.

• Drop them off at any Telstra store – just look for the “mobile muster” collection point. 
• Go to MobileMuster to find your nearest collection point.
• Mail your old device to mobile muster for recycling. Satchels are available from your local Australia Post office or JB Hi-Fi store.

As with any device upgrade, it's important to remember that your existing SIM card may not fit in your new device. Don't worry, you'll still be able to keep your phone number.

If you think you might need a new SIM card, book ahead and visit your local store for some assistance, or give us a call on 13 22 00.

Your network experience should improve, and in most cases you’ll notice a substantial improvement in speeds when you move from 3G-only coverage to 4G coverage. Our 4G service accesses greater bandwidth and is more efficient than 3G, leading to higher end-user speeds.

The speed you experience is determined by a range of factors including how close you are to a tower, how much traffic the site is carrying, if there’s any obstructions impeding the network (i.e. buildings, hills, vegetation etc.) and what sort of device you’re using.

We’ve upgraded our 4G network to match the coverage of our 3G network, as outlined in our network coverage maps.

Now that 3G is closed, compatible devices will use the available 4G network, as well as the 5G network if using a 5G compatible device.

The Telstra Mobile Network is Australia’s largest, with 4G reaching 99.7 per cent of the Australian population and 5G to over 89 per cent, providing a more reliable coverage experience in more places across Australia. This will continue to improve as we repurpose 3G spectrum to further advance both 4G and 5G networks, which will further increase overall network capacity and improve service quality for many customers

We’re committed to upgrading all 3G-only areas with equivalent 4G coverage. Our 5G coverage, like all new technologies, builds outwards from population centres over time - and is now at over 80% population coverage. In areas where there is no 5G, our 4G coverage meets the demand. Current coverage information can be found in our coverage and rollout maps.

If you have a 4G or 5G mobile device, you’ll see the 4G symbol appear at the top right of the device if 4G is available in your location. You can check our coverage and rollout maps.

We continue to deploy new 4G coverage and don’t have a closure date for our 4G network.  LTE-M and NB-IoT have been adopted into the 5G family of technologies, which allows our customers to embrace LTE-M and NB-IoT with confidence in the technology’s long-term future.

Although our 3G network has typically had a larger footprint than that compared to 4G, that doesn’t mean 4G has lesser capabilities. In fact, we’ve limited the power of our 4G network to ensure some older devices, specifically those that used 4G for data but needed 3G to make voice calls, could always connect within our publicised coverage maps.

As we approach our 3G closure, we’re gradually increasing the power of our 4G network to achieve coverage equivalent to 3G.

Our 4G uses low band spectrum (700MHz) that has fantastic propagation capabilities, and as we approach the closure of our 3G network, we’ll be increasing 4G power and upgrading 3G-only sites so our 4G coverage reach is equivalent to that of our 3G (850MHz) coverage today.

Our team has identified areas of unique 3G coverage, which we’ve committed to uplift with 4G before our 3G network closure.

Once an area of unique 3G coverage is identified, we design a suitable solution and proceed to build or upgrade our mobile sites.

When we complete the build or upgrade of a site, we then undertake further network optimisation work to deliver optimal coverage.

We verify all site upgrades and coverage via detailed network data checks. The checks assess the signal levels of the site and the predicted coverage footprint as displayed on our coverage and rollout maps.

If any checks highlight we haven’t achieved equivalent coverage, we’ll resolve it before 3G closure.

No, this is a common misconception. Signal bars differ between technologies and mobile devices, therefore they are not a good indicator of coverage and performance. Almost every device is different when it comes to this as there are currently no standards uniformly shared across all manufacturers. Comparing bar readings between different devices could be like comparing apples to oranges.

4G is a newer, more efficient technology which uses a different frequency to 3G, so it’s not a like for like comparison.

Our 3G network includes some equipment which supplies in-building coverage. In many cases, our 4G network has already replicated the in-building coverage provided by this equipment. Where this is not the case, we plan to augment our 4G coverage. The exception is where customers have procured coverage-extension devices to augment indoor coverage, such as the T-Go or TMSA. To obtain equivalent 4G coverage, these devices need to be upgraded to 4G if they’re not already 4G-capable.

Indoor coverage can be highly variable and there may be locations where indoor coverage is indicated on our coverage and rollout maps but the location, density and material of buildings and other physical structures may reduce performance.

Things that may reduce or block indoor coverage include basements, lifts, underground car parks, concrete buildings, tunnels and road cuttings, steel framing and metallic window film. Devices such as the Telstra GO Repeater may help improve indoor coverage.

If you’re using a 3G device and need help transitioning or finding a suitable replacement device, please don’t hesitate to ask a team member at a Telstra store or contact us and we’ll be happy to help. If you’re a Business customer, please contact your Telstra Business and Technology Centre. If you're an Enterprise customer, please contact your Telstra representative.

3G-only IoT devices will not work on Telstra’s 4G network. This includes some IoT and network extension devices that operate on the 3G network only, such as some EFTPOS machines and 3G only antennas.

You’ll need to upgrade all 3G-only IoT devices. If you need help transitioning or finding a suitable replacement device, please don’t hesitate to ask at your local Telstra store, or contact us. If you’re a Business customer, please contact your Telstra Business and Technology Centre. If you’re an Enterprise customer, you can contact your Telstra representative.

Some customers may have brought their own (BYO) device to use on the Telstra mobile network or bought IoT devices from a third-party supplier. In these cases, we’ll do our best to provide information on 4G or LTE-M/NB-IoT mobile technology for IoT use cases.

If a device is 3G-only, the radio hardware is not upgradable to 4G. It most cases, the radio hardware is embedded in the device so the whole device will need to be replaced with one that supports 4G, 5G or LPWAN.

Most typical IoT devices have a 4G LTE or LPWAN migration solution available now.

We’re unable to comment on the timings for individual device manufacturers. We recommend you contact device manufacturers directly if you have questions about the availability of compatible replacement devices.

All mobile base stations built under the first four rounds of the Federal Government’s Mobile Black Spot Program have 3G and 4G coverage. The 4G network will continue to operate in these areas, even after we’ve closed the 3G network. We stopped including 3G in our proposals from Round 5 onwards, given our 2019 announcement about 3G closure.

For Australians traveling overseas, International Roaming will continue to operate as it does today, as long as your device is compatible with the roaming partner’s network. People travelling to Australia will need a device compatible with our 4G network to connect with Telstra.

Our 3G network operates on 850MHz spectrum.

Our 4G network mainly operates on 700MHz spectrum. We also use 1800MHz, 900MHz, 2100MHz and/or 2600MHz spectrum in some locations.

We’re currently using the 700MHz spectrum band for its LTE-M and NB-IoT network.

Telstra 5G operates on 3.6GHz spectrum, supplemented with 850MHz and 26GHz mmWave in selected areas.

By reallocating 3G 850MHz spectrum for our 5G network, we can provide 5G coverage to larger areas of regional Australia and better in-building coverage in metro areas. This is because 850MHz spectrum has better propagation characteristics, meaning it has better reach and penetrates further into buildings.