3G network shutdown and mobiles that cannot connect to triple zero

Overview

From the same date, new rules came into effect that require telcos to stop supplying services to mobiles that cannot connect to triple zero using a 4G or 5G network.  

If your mobile was identified as being affected this way by the 3G shutdown on or before 1 November 2024, your services may have been disconnected between 28 October 2024 and 1 November 2024. 

If your device is identified on or after 2 November 2024, you will still be disconnected but notice periods may apply before you are disconnected.  

The 3G network shutdown will typically impact older mobile handsets but could also impact other devices that connect over a mobile network such as tablets, smart watches, baby monitors, medical alarms or EFTPOS machines.

There are multiple ways devices can be affected:

• Devices that only connect via the 3G network will no longer be able to make phone calls, send or receive messages, access data or contact 000.
• Devices that are not VoLTE compatible will not be able to make phone calls over the 4G and 5G network
• Devices that do not support emergency VoLTE compatibility will not be able to call 000.

Even if you have a 4G device, some older 4G devices use the 3G network for emergency calls, and these devices will not be able to contact 000 after the shutdown.

If you have an impacted device, it’s important to upgrade these devices now to avoid being without service. Telstra is sending 12,000 mobile devices to their most disadvantaged, elderly and remote customers.  

How can we help?

You should always contact your telco first to try and resolve the problem. If you can’t work it out together, contact us on 1800 062 058 or make a complaint online.

We may be able to help with problems related to the shutdown, including:

• seeking advice after receiving incorrect, misleading or confusing information about the 3G shutdown’s impact, staying connected or available mobile coverage
• consequences you have experienced because you were not notified of the 3G network closure
• disputes about contracts or billing where you can no longer use your service or device, or your mobile coverage quality has degraded
• misleading sales practices, including advice or a failure to advise about a device working or not working after the 3G shutdown before you purchased the device
• financial hardship that has occurred or may occur due to the 3G network shut down
• financial loss or non-financial loss caused by a 3G shutdown problem that we can handle.

The TIO cannot handle complaints that are just about:

• requests to fix mobile coverage in your area or any specific area or
• requests for the 3G network to stay connected.

More information

Telstra network

Telstra will switch off its 3G network on 28 October 2024.

For more information visit Telstra's website or call 13 22 00.

Optus network

Optus will switch off its 3G network on 28 October 2024.

For more information visit the Optus website or call 133 937.

Vodafone network

TPG Telecom/Vodafone has already switched off its 3G network.  

For more information visit the Vodafone website or call 1555.

Australian Mobile Telecommunications Association (AMTA)

The Australian Government is working with mobile network operators and the Australian Mobile Telecommunications Association (AMTA), which is the peak mobile telecommunications industry body, to support the planned switch offs in a safer way.  

You can also find information about the types of devices that may be impacted by the switch off on the AMTA website.