Device blocking – 3G network exit
Everything you need to know to prepare for the 3G network closure on 28 October 2024 and how it impacts emergency calls.
What is happening?
From 12.01am 28 October 2024, our carrier (Telstra Wholesale) will begin blocking impacted devices to ensure we’re complying with the updated Determination set by the Australian Communications and Media Authority (ACMA). If you are impacted, it is important to upgrade to a new handset by 28 October 2024 to ensure service continuity.
What devices are affected?
From 28 October 2024, mobile phones that use the 3G network and cannot make 4G/VoLTE emergency calls will be blocked from accessing the service, in accordance with the ECS (Emergency Call Service) Determination as set by ACMA.
Non calling devices such as Internet of Things (IOT), Machine-to-Machine (M2M) devices including smart meters & sensor plus mobile broadband devices, tablets, laptops, smartwatches etc. that operate on 3G only will no longer be able to access the network.
Why are we doing this?
This change is being made because there are some mobile phones still in use that require access to a 3G network to call Triple Zero. The Government wishes to encourage people who may not be aware they have this type of phone to upgrade so all mobile customers continue to have ongoing access to Triple Zero.
If my device is affected, what do I need to do?
If you have received an SMS or email from us – you must take action to stay connected. But we also want to make sure everyone is prepared and has an easy way to check the compatibility of their device.
If you are unsure if your device will be impacted, simply SMS ‘3G‘ to 3498.
Upgrading your device
It is essential for devices affected by the 3G network closure to be upgraded to a 4G/VoLTE compatible device. If your device doesn’t support Voice over LTE (VoLTE) emergency calling, you will not be able to access the service, including being able to make emergency calls to 000 on the Telstra Wholesale Mobile Network after the 3G network closes.
For tips on buying and upgrading your mobile device, you can visit the Australian Mobile Telecommunications Association (AMTA) website.
Alternatively, you can purchase a compatible Australian-delivered handset from any of the following third-party retailers:
– Officeworks
– JB-Hi Fi
– Harvey Norman
– The Good Guys
– Directly from the manufacturer (Samsung, Apple, Oppo etc.)
Experiencing financial hardship?
We encourage customers experiencing financial hardship to reach out to us directly, as our payment assistance policy is designed to ensure these customers receive the support they need to obtain an appropriate device.
For additional information on these options, please visit our Payment Assistance Policy page.
FAQs
Which devices will be blocked?
There are two groups of mobile devices that will be blocked. These are:
- Non-VoLTE (4G data, 3G voice)
- VoLTE capable, but require 3G for emergency 000 calls
Any customer with a mobile device matching these specifications (new or existing customer) will be impacted by device blocking mechanism.
What should I consider when buying a 4G/5G compatible device?
It’s best to purchase your device from an Australian supplier/retailer. You can obtain (or request from the seller) the device IMEI number by pressing *#06# on the mobile device and check that it will function on the Australian Mobile Telecommunications Association (AMTA) website.
Will travellers from overseas be impacted?
Yes, it is possible. If a person visits Australia from overseas and purchases a SIM from MATE then tries to connect to the network with a device that is listed on the TAC block list, it will not connect.
Generally speaking, it should have a relatively low impact on international travellers.
How long will the SMS checker remain in place?
The SMS checker (SMS ‘3G’ to 3498) to will be available to use until 20th December 2024.
