Our 3G network is closed
From 28 October 2024, the 3G network was switched off.
To connect to our mobile network, you’ll need a device compatible with 4G frequency Band 28 (700Mhz) and Voice over LTE (VoLTE) including VoLTE Emergency Calling.
Impacted devices include 3G and some 4G/5G phones, smartwatches, tablets, in-home personal emergency alarms, EFTPOS terminals, as well as fire or security alarms.
If you don’t take action, your service may be at risk of disconnection.
If you're unsure or need more help, chat now.
Important: Triple Zero Impacted Devices
From 28 October 2024, Telstra is legally required to prevent mobile phones that cannot call emergency services (including Triple Zero) from accessing our network. This includes older 3G handsets, as well as some 4G/5G handsets. If your device is blocked, you will not be able to use that handset for voice or data.
What should I do now?
Select your device type
If you are unsure if your device is impacted, chat now or call us on 13 22 00.
- Upgrade to a compatible device: To connect to our mobile network you will need a device compatible with 4G frequency Band 28 (700Mhz) and Voice over LTE (VoLTE) including VoLTE Emergency Calling. Explore our devices
- Software update: Update your device software and firmware to iOS10 or Android 9 and above. It may take 5-10 minutes to update, and your device will reboot after it’s done. We recommend using Wi-Fi to reduce data usage Then make sure VoLTE is switched on in your phone’s settings. Find out how to check and enable VoLTE
- Network Settings: Set your device network to ‘automatic’ and enable VoLTE. Find out how to check and enable VoLTE
- BlindShell Classic 2: Check and install the latest BlindShell update
- Check your IMEI: If software updates and network settings don’t help, visit the blocked devices checker provided by Telstra Wholesale to see if your device was blocked from our network. If it was, you’ll need to upgrade to a compatible device. Explore our devices
If we haven’t covered it, don’t hesitate to chat now.
Check your device manual or search online to determine which 4G frequencies your smart watch supports. You need a 4G / Band 28 (700Mhz) compatible device to use data or make voice calls using the cellular feature of your watch. Without this, the device may not connect to our 4G network or experience intermittent coverage.
To upgrade to a compatible device, explore our devices
If we haven’t covered it, don’t hesitate to chat now.
NextG Wireless Link (NGWL) used Telstra 3G mobile network to provide home phone services to some customers in remote and rural Australia.
The 3G mobile network closed on 28 October 2024. Services were migrated to 4G Fixed Wireless, Starlink, NBN Fixed Wireless, or disconnected if no order was placed.
If you have any questions about replacement options for NGWL Fixed Service options call 1800 258 503.
Check with your device manufacturer to ensure your device is compatible. Your device will need to be compatible with 4G / Band 28 (700mHz) to continue to use data or make calls.
Telstra has a broad range of 4G IoT devices already certified and available. Speak to your Telstra representative to discuss the device alternatives that best fit your requirements. Learn more about Telstra IoT/M2M Certified Embedded Modules and Integrated Devices (PDF, 394KB)
Please encourage your device manufacturer or IoT service provider to have their portfolio Telstra Network-certified by contacting us at telstrawirelessm2mhardware@team.telstra.com, or ask your Telstra representative for more information.
If we haven’t covered it, don’t hesitate to chat now.
External antennas
External antennas are designed for a certain band or frequency. Using an antenna that isn't compatible with the right frequency in your location will impact your service and performance.
Here are a couple of ways to check your external antenna:
- The elements on a 3G-only antenna are typically all the same length, where a 4G-capable antenna has elements of varying length and is arrow shaped.
- Check the labels on your antenna. If you see a code starting with an 8, or one with frequencies starting with an 8, they are 3G-only. 824 to 890 MHz is 3G-only.
- If you have the make and model, look up your antenna specifications. Check they cover the 4G frequency band ranges for:
- Band 28 (Frequency range 703 to 803MHz)
- Band 3 (Frequency range 1710 to 1880MHz).
GO Repeaters and Smart Antennas
Check your settings: GO Repeater fact sheet (PDF, 600KB)
Some Smart Antennas will not work post the 3G closure and will need to be replaced:
- Telstra Smart Antennas with serial numbers beginning with 12
- Cel-fi RS2 (3G Only)
- Cel-fi RS250 (3G Only).
Contact our Wireless Order Management team on 1800 305 307.
We recommend contacting your device manufacturer or supplier to confirm:
- 4G frequency band 28 (700 MHz) is built into the device. Without this, the device may not connect to our 4G network or experience intermittent coverage
- Your device supports Voice over LTE (VoLTE). Without this, the device will not be able to make or receive voice calls, including calls to emergency services, like Triple Zero (000).
If we haven’t covered it, don’t hesitate to chat now.
Frequently asked questions
How does this affect me?
The Australian Government has made a regulation – a law – that requires us to prevent mobile phones that rely on 3G for emergency calls (including Triple Zero (000) ) from accessing our network. To comply with this law, Telstra has blocked mobile handsets that are non-VoLTE (4G data, 3G voice) and VoLTE but require 3G for Triple Zero from our mobile network on Monday 28 October 2024.
How does this affect my billing / Auto Recharge payments?
Pre-Paid customers: If your mobile device was blocked from the Telstra Mobile Network on 28 October, we have cancelled any existing Auto Recharge payments. If you do not upgrade your mobile, your service will be disconnected in six months and you may lose your mobile number.
Other customers: If your mobile device was blocked from the Telstra Mobile Network, we are not charging for your service. If you do not upgrade your mobile, your service will be disconnected from 20 November and you may lose your mobile number.
If your device has been blocked from 28 October, upgrade your mobile or contact us for help.
No, if you’ve been blocked because you don’t have a compatible device, you cannot make any calls or use any data. While you may be able to use Wi-Fi, and apps, such as WhatsApp or Messenger, they do not allow for emergency calls including Triple Zero (000) calls.
If you’re visiting from overseas and your device isn’t compatible with our network, it will be blocked from connecting. This is instantaneous from when you first turn on your phone. Your phone will still work once you leave Australia, and can still be used with Wi-Fi.
If you’re using a device that was set up for another country (i.e. you bought it overseas, it was imported, or it’s second-hand and you’re not sure where it’s from, or it may be refurbished), it may be blocked from connecting to our network or experience reduced coverage.
If your device does not support Voice over LTE (VoLTE) including VoLTE Emergency Calling, your device will be blocked from accessing our mobile network, in line with changes to the Telecommunications (Emergency Call Service) Determination.
Blocked devices won’t be able to make or receive voice calls over Wi-Fi (VoWiFi), including emergency calls, use mobile network data, or send and receive SMS messages. You must upgrade your handset to use your mobile service.
If your device does not support Telstra’s main 4G frequency (Band 28/700Mhz) you may not have network connectivity in places where B28 is the only available 4G frequency (usually outside major cities/ regional hubs). This could also impact your ability to make calls to emergency services including Triple Zero (000).
If your device is impacted, upgrade your mobile handset or contact us to cancel your service.
We’ve upgraded our 4G network to match the coverage of our 3G network, as outlined in our network coverage maps.
Now that 3G is closed, compatible devices will use the available 4G network, as well as the 5G network if using a 5G compatible device.
The Telstra Mobile Network is Australia’s largest, with 4G reaching 99.7 per cent of the Australian population and 5G to over 89 per cent, providing a more reliable coverage experience in more places across Australia. This will continue to improve as we repurpose 3G spectrum to further advance both 4G and 5G networks, which will further increase overall network capacity and improve service quality for many customers
Yes, your phone can connect to Wi-Fi for data purposes. However, blocked devices won’t be able to make or receive voice calls over Wi-Fi (VoWiFi) including emergency calls, use mobile network data, or send and receive SMS messages.
If you have a device that isn’t compatible with Band 28/700MHz but is VoLTE/Wi-Fi Calling-capable, you should be able to make emergency calls using Wi-Fi.
Blocking from our network is done at the Type Allocation Code (TAC) level. The TAC is the first 8 digits of your device IMEI which identifies the device type. It doesn’t distinguish between who you are or where you’re from, like a ‘per device’ IMEI solution would. Given the sheer volume of devices, it’s not currently feasible or practical for Telstra to manage blocking individually, which is why it’s done at the TAC level. Because of this, it’s not possible to remove the block only on a single device.
There are several reasons why VoLTE may work on one network and not another.
This includes requiring your device to support Telstra-specific settings that are part of a global VoLTE standard managed by the GSMA, the global organisation that supports the telecommunications industry. All carriers, including Telstra, follow these standards to enable voice calls on 4G (VoLTE). If your device manufacturer hasn’t included Telstra’s settings as published in the GSMA global device settings database, it might affect your ability to use VoLTE on Telstra's network.
Device manufacturers also may not have enabled VoLTE on their device when used with a Telstra SIM
More information
It's about providing a better experience for our customers.
When we launched 3G in 2006, we used our mobile devices for calls, texting and accessing basic information online. Since then, technology and customer usage has changed significantly, and so too must our network.
The Telstra Mobile Network is Australia’s largest, with 4G reaching 99.7 per cent of the Australian population and 5G to over 89 per cent, providing a more reliable coverage experience in more places across Australia. This will continue to grow as we repurpose 3G spectrum to further advance both 4G and 5G networks, which will further increase overall network capacity and improve service quality for many customers.
There are several options available to help you recycle old mobiles, chargers, and accessories.
- Find a store to drop them off – just look for the “MobileMuster” collection point
- Go to MobileMuster to find your nearest collection point
- Mail your old device to mobile muster for recycling. Satchels are available from your local Australia Post office or JB Hi-Fi store.
If you have incompatible devices you're no longer using, see our options for recycling your device.
If you have a service you're no longer using, you can cancel it in the My Telstra app, or chat now for further assistance.
We’re here to help when times are tough and we 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, we’ve taken the guess work out of finding a compatible device. Explore our devices.
We also have a range of payment assistance options available, 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 our Payment Assistance Policy (PDF, 277KB) or access it under 'Payment' in My Telstra.
If you still need help, please find a store or call us on 13 22 00 and we’ll work with you to find a solution.
If you hear a recorded message on your phone about our 3G network closure, you need to take action to upgrade your device. You’ll hear the message if your device does not support 4G Band 28 (700Mhz).
You need to upgrade to a compatible device to avoid losing coverage in places where B28 is the only available frequency.
We can’t remove the message, as it’s vitally important to ensure you’re using a device capable of contacting emergency services including Triple Zero (000).
Once you’ve upgraded, the message will be removed, but it may take up to 24 hours to do so.
To upgrade now, explore our devices or chat now for further assistance.
First Nations customers are welcome to call First Nations Connect on 1800 444 403 – we support many languages around the nation.
If English is not your first language, Telstra's Multilingual Services team offer a free translation and interpretation service. To speak to us about the 3G closure, call 1800 241 600 and choose option 3.
Arabic العربية
ستقفل شبكة جيل ثالث بتاريخ ٢٨ أكتوبر ٢٠٢٤. إذا لم يعمل جهازك وتحتاج إلى الدعم، فتحدث إلى ممثل خدمة العملاء في Telstra بالاتصال على ١٨٠٠٢٤١٦٠٠ الخيار٣.
Cantonese 广东话
3G網路將於2024年10月28日停止服務。如果您的設備不能使用並且需要支援，請致電1800 241 600後點選4與Telstra客戶服務代表聯繫。
Mandarin 普通话
3G网络于2024年10月28日关闭。如果您的设备不工作，您需要支持，请致电1800 241 600选项1联系Telstra客户服务代表。
Punjabi ਪੰਜਾਬੀ
28 ਅਕਤੂਬਰ 2024 ਨੂੰ 3G ਨੈੱਟਵਰਕ ਪੂਰਾ ਬੰਦ ਹੋ ਗਿਆ। ਜੇਕਰ ਤੁਹਾਡਾ ਡਿਵਾਈਸ ਕੰਮ ਨਹੀਂ ਕਰ ਰਿਹਾ ਤੇ ਤੁਹਾਨੂੰ ਮਦਦ ਚਾਹੀਦੀ ਹੈ, ਤਾਂ Telstra ਕਸਟਮਰ ਸਰਵਿਸ ਨੂੰ 1800 241 600 ਔਪਸ਼ਨ 0 'ਤੇ ਫੋਨ ਕਰੋ।
Vietnamese TIẾNG VIỆT
Mạng 3G sẽ ngừng hoạt động vào ngày 28 tháng 10 năm 2024. Nếu thiết bị của bạn không hoạt động và bạn cần hỗ trợ, hãy trao đổi với đại diện dịch vụ khách hàng của Telstra theo số 1800 241 600, chọn phím 2.
At Telstra, we use multiple data sources to classify devices accurately. Since there's no industry-wide, single source of truth, we continuously refine and validate our methods. These include:
- Industry data: We include data from the GSMA (an international body that represents the telecom industry) to initially determine the capabilities of device types and models. We cannot solely rely on this database and further validation is required.
- Telstra device testing: All devices sold through Telstra channels undergo rigorous testing to ensure compliance with our network, including voice, data and emergency calling capabilities.
- Observed device behaviour: We analyse actual device behaviour using call data records, network engineering data and various other sources to aggregate information down to the device model (TAC) and software (SVN) level. This helps us determine if customers need to upgrade their device, software, or change settings.
- Vendor attestation: We get confirmation from device manufacturers and cross-check with our observations.
Telstra are not able to verify compatibility with devices that have had aftermarket modifications.
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