For years, 3G networks carried voice calls and data for millions of Australian phones. As networks moved to 4G and 5G, the old 3G networks were switched off to free up resources. Telstra and Optus switched off their 3G networks from 28 October 2024, and Vodafone had already switched off its 3G network before then.
For most people, nothing changed: modern phones use 4G and 5G. But some older phones, and some phones that look modern but rely on 3G for calls, stopped working properly. Most importantly, some can't call Triple Zero (000). This guide explains how to check your devices and what to do.
Which phones are affected
There are two main groups:
- 3G-only phones. These older phones can't use 4G or 5G at all, so they no longer work on Australian mobile networks.
- Some 4G phones. Some 4G phones relied on 3G for voice calls or emergency calls. They may still use 4G for data but be unable to make calls, including emergency calls, without 3G.
Phones bought overseas can also be affected if they don't support the right features on Australian networks.
How to check your phone
The simplest way is to text the number 3 to 3498. You'll receive a reply telling you whether your phone needs attention. Your provider's website may also have a device checker.
Don't test your phone by calling 000. Calling Triple Zero when there's no emergency ties up emergency lines needed by people who are in danger.
Triple Zero and the 3G switch-off
Being able to call Triple Zero is essential. The ACMA has introduced rules requiring telcos to identify devices on their networks that can't reach 000, notify customers using those devices, and stop supplying services to devices that can't access Triple Zero after notifying the customer.
If your provider tells you your phone can't call 000, take it seriously. Replace the phone as soon as you can.
What to look for in a replacement
Choose a phone that supports 4G voice calling, often called VoLTE (Voice over LTE), and that can make emergency calls over 4G on Australian networks. Phones sold by Australian retailers and providers for use in Australia should be configured for this, but check, especially if you're buying second-hand or importing a phone. Ask the seller or your provider before you buy.
Devices beyond phones
Many devices other than phones contain a SIM and connect to mobile networks. Some relied on 3G. Check:
- personal medical alarms and emergency pendants, especially for older relatives;
- home security and fire alarm systems that send alerts over the mobile network;
- EFTPOS terminals and other payment devices in businesses;
- vehicles with built-in emergency calling or connected services;
- tablets, smartwatches and modems with mobile connections;
- business equipment such as remote monitoring, lift phones and telemetry.
Contact the supplier of each device to ask whether it's affected and what to do. For medical alarms and security systems, don't wait: these devices may be needed in an emergency.
Helping others
Older relatives, neighbours and anyone using an older phone or a medical alarm may not have heard about the switch-off, or may not know how to check. Offer to help them text 3 to 3498, and to contact their alarm provider. If they need a new phone, help them choose one that supports 4G calling and set it up.
Coverage after the switch-off
In some areas, particularly regional areas, there were concerns that 4G coverage might not match the coverage that 3G provided. If you notice coverage gaps since the switch-off, report them to your provider. Our guide to mobile coverage explains how to check coverage and what to do if it's poor.
If you still have problems
If your phone stopped working after the switch-off and you didn't receive any warning, or your provider won't help, contact your provider first. If you can't resolve it, you can contact the Telecommunications Industry Ombudsman. See complaints and the TIO.
Why the networks were switched off
Mobile networks use radio spectrum, which is limited. Running an old 3G network alongside 4G and 5G takes spectrum and equipment that can be used more efficiently by newer technologies. Switching off 3G allowed networks to put those resources into 4G and 5G, which carry far more data and support modern features. Similar switch-offs have happened in many countries.
Choosing a phone for an older relative
If you're helping an older relative replace an affected phone, think about what they need:
- calls and texts first: a simple phone that supports 4G voice calling may be all they need;
- emergency calling: make sure it can call Triple Zero on Australian networks;
- ease of use: large buttons, a clear screen and loud audio can help;
- hearing aid compatibility, if relevant;
- a plan that suits: for light use, a simple prepaid plan may be enough.
Set the phone up with them, add important contacts and show them how to make an emergency call, without actually dialling 000.
Medical alarms: a closer look
Personal medical alarms help many people live independently. Some older models used the 3G network to call for help. If you or someone you care for has a medical alarm:
- find the supplier's name and contact details, often on the device or paperwork;
- contact the supplier and ask whether the device works without 3G;
- if it needs replacing, ask about the process and any cost;
- test the alarm through the supplier's normal testing process once it's replaced.
Businesses and the switch-off
Businesses may have equipment that quietly relied on 3G, such as payment terminals, alarm panels, lift emergency phones, vehicle trackers and remote monitoring devices. If you run a business, list every device with a SIM card, contact each supplier and confirm the device works on 4G or 5G. Don't wait for a device to fail when it's needed most.
If you're travelling with an older phone
Visitors from overseas and Australians returning with phones bought abroad should check that their phone supports 4G voice calling on Australian networks before relying on it, especially for emergency calls.
A quick checklist
- Text 3 to 3498 from each phone in your household.
- Replace any phone that needs attention with one that supports 4G voice calling and emergency calls.
- Contact the suppliers of medical alarms, security systems and other devices with SIMs.
- Help older relatives and neighbours check their devices.
- Never test a phone by calling 000.
If your provider contacts you to say your device can't reach Triple Zero, act on it promptly; it's a safety issue, not a sales pitch.
Second-hand phones
If you're buying a second-hand phone, check the exact model is compatible with Australian networks for 4G voice and emergency calls before you pay. Ask the seller to show it making a normal call, and check with your provider if you're unsure.
Key points
- Telstra and Optus switched off 3G from 28 October 2024; Vodafone had already switched off before then.
- Some 4G phones relied on 3G for calls and may not be able to call 000.
- Check by texting 3 to 3498. Never test by calling 000.
- Replace affected phones with ones that support 4G voice calling, including emergency calls.
- Check other devices with SIMs, such as medical alarms and security systems.
Frequently asked questions
Have the 3G networks been switched off?
Yes. Telstra and Optus switched off their 3G networks from 28 October 2024, and Vodafone had already switched off its 3G network before then.
How do I check if my phone is affected?
Text 3 to 3498. You’ll get a reply saying whether your phone needs attention. Do not test by calling 000.
Why can some 4G phones not call 000?
Some older 4G phones relied on 3G for voice or emergency calls. Without 3G, they may not be able to call Triple Zero.
What other devices might be affected?
Anything with a SIM that relied on 3G, such as medical alarms, security systems, EFTPOS terminals, vehicle systems and some tablets.
What should I do if my phone is affected?
Replace it with a phone that supports 4G voice calling (VoLTE), including emergency calls, on Australian networks.
Sources and further reading
Facts on this page were checked against these primary and official sources. Conditions change — confirm before you travel or buy.
