3G Network Closure: What it Means for You and Your Customers
Is Your Phone Impacted by 3G Closure? Text “3G” to 3498 to confirm your phone’s compatibility! Learn more in the videos below.
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Get Ready for 3G Closure: Update Your Software & Settings!
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Frequently Answered Questions
All end users who are using their service with a mobile that is impacted by the 3G closure will hear a short recorded voice announcement (RVA) when they make an outgoing call, as a reminder that they need to act. You may receive an increase in support calls relating to the recorded voice announcement.
We’ve compiled some potential responses that you may find useful.
We’ve identified some VoLTE Capable Handsets that cannot make Emergency calls (000/112/911) after 3G network closure.
We are writing to inform you about an important issue related to certain devices that are VoLTE (4G voice) capable and will not be able to make Emergency calls after the 3G network is closed.As you are aware, our 3G network across Australia is scheduled to be closed on 31 August 2024.We have identified certain devices used by your customers that are VoLTE (4G voice) capable but will be unable to make Emergency Calls (000/112/911) after the 3G network closure.You need to inform your end users of this issue and ensure that they upgrade to a compatible device.
Background
4G (LTE) network capabilities were introduced over several years. VoLTE (Voice over Long-Term Evolution) technology uses the IP Multimedia Subsystem (IMS) to prioritise packetised voice traffic over other traffic types (data, streaming video) providing sharper and clearer call quality, faster connection times, and simultaneous voice and data services.However, when VoLTE was initially introduced into 4G networks, the IMS was not equipped to handle emergency calls. Consequently, some handsets released between 2014 and 2019 can only route emergency calls over a 3G network.This a global issue and Telstra has been in discussion with its industry counterparts and Government authorities (ACMA, Dept, Minister, ACCC) and industry associations (including AMTA) to address the topic.
Emergency Calling after the 3G exit
To make emergency calls after the 3G shutdown, devices must support VoLTE and VoLTE emergency calling. If a customer’s device lacks VoLTE emergency calling capability, they will be unable to make emergency calls to Triple Zero (000/112/911) once all 3G networks in Australia are switched off.
Action Required by you
You must make all attempts to inform your end users and advise that they upgrade to a compatible device.
Potential wording for your End Users
We have some suggested wording that you can send to your end users:
1. For Your Website
Emergency callingIn addition to supporting VoLTE, your mobile device must support VoLTE emergency calling to make an emergency call to 000 once your network operator has closed their 3G network. If your device does not support VoLTE emergency calling, you will not be able to make an emergency call to 000 once all the 3G networks in Australia are switched off.
If you have received advice from us that your phone does not support VoLTE emergency calling, you will need to upgrade your phone to be able to make an emergency call to 000.
Please do not “test” your phone’s capabilities by calling 000. While any of the 3G networks in Australia are still active, your call will go through to 000, as all network operators are obliged to carry calls to 000 where possible. Thus, testing your phone while there is still an active 3G network (regardless of which network operator is operating the 3G network) may give you a false sense of security that your phone is working, when in reality, it may not support VoLTE emergency calling.Please check our
2. SMS/email Suggested wording for End Users
We’ve identified that your device(s) listed below may not support VoLTE emergency calling. This means you won’t be able to make emergency calls (000) with these devices on our network after the closure of Telstra’s 3G network on August 31, 2024.
You will need to upgrade any listed handsets to a compatible 4G or 5G handset before this date. Learn more here.
