Connectivity is becoming more and more important to the way we all live and work, and we are excited to help all Australians transition to 4G and 5G mobile networks which are faster, more reliable, and more resilient.
But we have to make sure everyone is ready to make this transition together– and we know some of our customers are still working through the steps they need to take to upgrade their devices. That’s why we’ve decided to provide more time and further support.
You must upgrade your 3G device
If your device is 3G only, if it does not support Voice over 4G (VoLTE), or if it is 4G enabled but hardwired to use 3G for Emergency calls, then you need to upgrade before the 3G closure to stay connected.
This will also affect medical devices and other hardware connected to our 3G network, from EFTPOS terminals to farm machinery.
If you’re not sure if you will be impacted or what to do, you can SMS ‘3’ to 3498 and we’ll tell you if your handset needs to be updated.
For other connected devices, please reach out to the supplier or manufacturer for more information. We are always a phone call away if you need further support or are facing challenging financial or other circ*mstances. We’ll work with you to find the best solution.
Soon, customers yet to upgrade will hear a short message on impacted mobiles when you make an outgoing call, as a reminder that you need to act. This pre-recorded message will only be removed once you’ve upgraded.
It's important you act now
While there is now a little more time, please don’t delay. Our 3G network is closing soon, and it is important you act now. If you’re still using an impacted device after 28 October, you won’t be able to call Triple Zero for Emergency help.
We have been making good progress on modernising our 3G network sites with new 4G and 5G antennas and radio hardware, with 99 percent of upgrades now complete.
We made an absolute commitment to expand our 4G coverage to be equivalent to existing 3G coverage across the country before we close the 3G network, and we are on track to meet that.
Moving off 3G is a big leap forward
After upgrades are complete, we will continue to test and optimise the network to make sure all our customers get the best experience possible.
Moving customers onto 4G and 5G services will mean a big leap forward for mobile connectivity across Australia. It will allow us to repurpose the 3G spectrum so we can extend our 5G network and create a more reliable network and a better experience for our customers.
Closing Australia’s 3G networks is a significant step that will lead to improved connectivity for the nation, so please act quickly to check your devices and upgrade today, or get in touch with us for help.
Any questions?
You will have received a SMS or email from Telstra.
If you’re still unsure or want to triple check, please SMS ‘3’ to 3498 and it will let you know if that mobile is impacted.
We’re almost done upgrading the network with 99% of 3G sites have equivalent 4G coverage. If you currently only receive a 3G signal and/or are using a device older than 2019, it’s time to look at upgrading.
Use the SMS tool to check your mobile’s compatibility and if you need to upgrade, we’d encourage you to do it today.
Some older 4G mobile phones require a 3G network to make calls to Triple Zero. This is a hardware feature built into the design of the phone by the manufacturer and it is a global, industry-wide issue that many countries have already worked through as they have closed their 3G networks.
Following the closure of Australia’s 3G networks customers with these devices will not be able to make Triple Zero calls despite the device otherwise working normally. To be able to make an emergency call to Triple Zero once the 3G mobile networks are closed, 4G devices must support VoLTE emergency calling.
VoLTE is the international standard all mobile networks use to carry voice calls over 4G networks. We are contacting customers we have been able to identify as using one of these devices to let them know they need to check their device and will likely need to upgrade.
- Recycle it! Find your nearest drop off point here at MobileMuster.
If you’re in hardship, please contact us and we’ll work with you to find the best solution.
Upgrading to a compatible device doesn’t need to break the bank. We have some great low cost devices available.
By Vicki Brady
Chief Executive Officer and Managing Director
