If someone you know still uses 3G and might not know about the upcoming closure, reach out and check in with ASAP so that they aren't left in the dark. Once the network is switched off, old devices that rely on 3G won’t work anymore or may provide limited coverage, so they’ll need to be upgraded. This includes:
Telstra has a quick and easy option for you to check if you need to upgrade - SMS '3' to 3498 and you will be told if your handset needs to be updated. For other connected devices, it’s best to reach out to the supplier or manufacturer for more information.
Can I still make an emergency Triple Zero (000) call through Telstra if I don't upgrade my 3G mobile device before 28 October 2024?
No, as Telstra will no longer have 3G mobile coverage from 28 October 2024.
Mobile devices have special roaming capabilities when calling Triple Zero (000). In instances where another carrier has 3G coverage, you may still be able to make a 000 call. However, it’s important to note that other carriers are likewise closing their 3G network in similar timeframes to Telstra.
It is strongly encouraged that all customers ensure that they have a 4G/5G VoLTE capable and compatible device before 28 October 2024.
If your device doesn’t support Voice over LTE (VoLTE) emergency calling, you won't be able to make emergency calls to 000 on the Telstra Mobile Network after the 3G network closes.
What should I do now for my mobile device(s)?
VoLTE compatible phones and wearables sold by Telstra after January 2019 do not need any action. For all other devices, follow these steps:
1. Check your device
Voice calls on 4G need a VoLTE-capable device on 700 MHz (Band 28).
For Telstra customers: To find out if your mobile phone is impacted SMS 3G to 3498
2. Check device software
Check if you need to update your device software and firmware.
It may take 5-10 minutes to update, and your device will reboot after it’s done. Telstra recommends using Wi-Fi to reduce data usage.
3. Check your settings
Check your device network is set to ‘automatic’ and VoLTE is enabled. Follow these steps:
Set your network to automatic
4. Need a new phone?
If your device only shows ‘3G’, or it's not VoLTE-capable, you need to replace it to stay connected.
If you require further help, please contact Telstra directly.
How to contact Telstra
How can I get help with the 3G closure if I have financial challenges?
Telstra is available to help and have a range of support available.
Firstly, you don’t need to spend hundreds of dollars to update your phone. To help you in the transition, Telstra has taken the guess work out of finding a compatible device - you can refer to the page below for more information on replacements as well as see recommended devices.
Telstra: Replacing your 3G device
There are also a range of payment assistance options availablethrough Telstra, including:
- Giving you more time to pay or a tailored payment plan
- Other options, including those that can keep you connected
For more information on payment assistance, see Telstra's Payment Assistance Policy or access it under 'Payment' in My Telstra. If you still need help, please contact Telstra on 13 22 00, or consider visiting a Telstra store to find or discuss a solution.
Find a Telstra store
How to contact Telstra
Telstra's Payment Assistance Policy
My Telstra: Payments
What is VoLTE and what do I need to do before the 3G closure?
Voice over LTE (VoLTE) lets you make phone calls over Telstra's 4G (LTE) network. Your mobile device will use 4G to make and receive these calls in areas where 4G (LTE) is available. When the 3G network closes from 28 October 2024, VoLTE will be required to make or receive phone calls on the Telstra mobile network. It’s important to note that:
- 3G phones do not have VoLTE; and
- not all 4G phones have VoLTE and/or are compatible with the Telstra network.
If you have a 3G mobile device, you must upgrade to a 4G/5G mobile device that is VoLTE capable and compatible prior to 28 October 2024.
If you already have a 4G mobile device, it is strongly recommended that you check that your device is VoLTE capable and compatible.
More about VoLTE
What does the 3G closure mean for businesses?
For mobile devices, follow these steps:
Check for 4G or 5G
The first step to check if your device is compatible is to look for ‘4G’ or ‘5G’ on the screen.
2. Check for VoLTE
Voice calls on 4G need a VoLTE-capable device on 700 MHz (Band 28).
For Telstra customers: To find out if your mobile phone is impacted SMS 3 to 3498.
3. Check your settings
Check your device network is set to ‘automatic’ and VoLTE is enabled. Follow these steps:
Set your network to automatic
4. Need a new phone?
If your device only shows ‘3G’, or it's not VoLTE-capable, you need to replace it to stay connected.
How will Telstra help me with the transition or device replacement?
If you are using a 3G device and need help transitioning or finding a suitable replacement mobile device, please follow your organisations process to upgrade to a compatible device.
Telstra Enterprise Customers can self-serve a device replacement through Telstra Order Express or your Telstra Partner. Alternatively, reach out to the Telstra team at 3gnetworkclosure@team.telstra.com for help.
Telstra Order Express