3G network closure
The 3G network closure started on 28 October. If your device isn’t working as normal – or you’re hearing a 3G message when you go to make a call – your device is likely to be affected by the closure. Scroll down for more information or – if you’re a Belong customer – look for an email from us with information specific to your device.
A note on Emergency Call Services
Ahead of the 3G closure, the Australian Communications and Media Authority updated the Telecommunications (Emergency Call Service) Determination 2019 to address concerns about mobile phones that may not be able to connect to emergency services (including Triple Zero) after the 3G closure. The update instructed telcos to block phones that couldn’t make these calls. This included 3G handsets, as well as some older 4G/5G handsets.
We’ve notified affected customers, and provided information on how to find an alternative mobile phone in the FAQs on this page, in line with the Emergency Call Service Determination requirements.
My phone won’t connect at all
There are two reasons you might not be able to connect to the mobile network:
We’ve blocked your phone from accessing our network because it can no longer call emergency services. This is in line with new legal requirements, and you must upgrade to a compatible device to stay connected.
You’ve configured your settings to only use the 3G network. If this is the case, you should be able to connect again by turning on 4G calling, known as VoLTE. This will only work if you have a compatible 4G/5G device.
Only certain things are working
If only some functions are affected, it might be because you’ve configured your settings to use 3G to do them. To start using 4G, turn on VoLTE on your phone – this enables 4G calling, and should enable 4G data automatically.
I have patchy coverage in some places
This might be because the closure affected coverage in your area (see our coverage map) or because your phone doesn’t support Telstra’s main 4G frequency (B28/700MHz).
The 4G network uses multiple frequencies, but there are some places where B28 is the only one available on the Telstra network – especially outside of cities and towns. If your signal drops in these areas, it might be because your phone can’t use B28. You might not have noticed this before the closure, as your phone would have just switched to 3G instead.
This is most common in phones that were bought or imported from overseas. Text ‘3G’ to 3498 to see if this is what’s causing your patchy service. If it is, we recommend switching to a compatible device.
I hear a message when I make a call
If you’re hearing a recorded message before each phone call, it’s because your phone is affected by the closure in some way.
Check your inbox for an email from us (we would have sent it to the email address on your account). It will have instructions on what you need to do, based on your device type. Alternatively (if your phone can still send messages) text ‘3G’ to 3498 to run a device check.
My smart watch/device isn’t working
If your smart device (e.g. smartwatch, tablet, modem, laptop, security camera, monitoring device or medical alarm) has stopped working, it’s likely because it doesn’t have the right technology to connect to the 4G or 5G networks. If we believe your device would have been affected in this way, we would have gotten in touch about what to do next, so check your inbox for an email from us.
I’m worried about Emergency 000 calls
First up: please don’t call triple zero to check this. If we believe your Emergency 000 calls were affected, we would have blocked your device in line with new requirements that were introduced ahead of the closure.
Compatible device information
4G/5G technology
To connect to the Telstra network, your device must have 4G or 5G technology.
Voice over LTE (VoLTE)
Your device must support 4G calling (known as VoLTE) to make calls on the 4G network.
VoLTE emergency calling
To call Emergency 000, your phone must support VoLTE emergency calling.
B28/700MHz
This is Telstra’s main 4G frequency. If your device doesn’t support it, you may have patchy/limited service.
Unlocked
You can only use a Belong SIM in a device that isn’t locked to another telco. Check this with the seller before buying.
