More support for customers after 3G

It’s been three months since we shut down our 3G network. We’ve heard that some customers are still finding it challenging so we’re launching a new helpline.
Channa Seneviratne · 30 January 2025 · 2 minute read

Like any big switch, closing our 3G network was always going to be an adjustment, but it was an important step to deliver improved experiences for our customers and invest in a network fit for the growing demands of Aussies.

Newer 4G and 5G technologies can handle customer data demands much better than 3G ever could, but they need wireless spectrum to operate. By taking the spectrum from our old 3G network, we’re able to make our 4G and 5G networks better and available in more places.

We’ve rolled out 5G coverage to more than 500 towns across Australia and we’ve started repurposing 3G’s spectrum to rollout 5G to even more communities.

While the switch has delivered a better experience for most of our customers, we know it’s also been challenging for some.

Different mobile device types and the diversity of Australia’s landscape mean that each customer's experience is unique.

Since closing 3G, we’ve helped many customers one-on-one to resolve their network issues, but we want to make this support easier for them to reach.

Starting from today, we’re launching a new 3G helpline for customers to get more support so they can make the most of the network. Customers can call 1800 990 853 between 8am to 7pm Monday to Friday AEDT.

It’s a line setup specifically to help with 3G-related issues and staffed by a team of agents with deep knowledge on the transition to help troubleshoot why your mobile experience may have changed.

There are lots of things that contribute to the quality of the experience customers received from our mobile network. When we’ve looked into a customer’s individual issue, we’ve often been able to fix it by using a different device – like a Blue Tick rated handset or a Telstra Go Repeater.

I encourage anyone who has noticed a change in their experience to contact our 3G helpline. We also have a wealth of info and troubleshooting tips on our website

Continuing to build a better mobile network

As part of five years preparing for the 3G shutdown we upgraded over 12,000 4G mobile sites, provided nearly 19,000 free mobile phones to customers needing extra support transitioning, and expanded our 5G footprint.

Telstra’s mobile network now covers 3 million square kilometres and reaches 99.7 per cent of the Australian population, and the closure of 3G is accelerating our expansion of 5G to more and more towns and communities.

We know the job is never done. We will continue to invest to bring the best technology to our customers and ensure they have the support they need to get the most from our connectivity.

By Channa Seneviratne

Executive - Technology Engagement Advancement

Channa Seneviratne is the Executive - Technology Engagement Advancement, which is home to the Centres of Expertise for network technology innovation, technology strategy & architecture, the Chief Data Office, data scientists, data engineers, solutions engineering, and technical product owners and delivery competencies. Channa has more than 30 years of experience in telecommunications networks having worked in both Operations and Engineering across both fixed and wireless technologies. During his time in Telstra, Channa has played key engineering design, support and operational roles as Telstra moved from being a start up in wireless through the evolutions of 2G, CDMA, 3G, 4G and now into readiness for 5G. More recently Channa led the launch of the world’s first commercial gigabit LTE network, the activation of Australia’s largest IoT footprint through our Cat M1 and Narrowband IoT technology and the beginning of our 5G network deployment. Channa has a Bachelor of Engineering from the University of Queensland. Away from work Channa enjoys travel, sport, wildlife photography and spending time with his two young daughters.