Why is the 2100 MHz layer of our 3G mobile service closing?
Only a tiny proportion of Telstra’s mobile traffic is currently using the 2100 MHz spectrum, which has always been a supporting capacity layer. Over time, we have seen more and more customers using Telstra’s 4GX service to ensure greater coverage, network reliability and consistently fast speeds. By re-purposing the 2100 MHz spectrum from 3G to 4GX, Telstra is increasing capacity to where there is greater customer demand.
We won’t be closing our 3G 2100 service until the 30th April 2019, however want to give you ample notice to ensure you have time to take the necessary steps to keep your service working on our 3G 850 MHZ service, which will remain operational for a number of years.
How do I know if my device will be affected?
Telstra has published a list of devices that we have sold that will be affected by the 3G 2100 MHz closure. That list can be found below.
This will include some devices that were sourced by customers from overseas and never sold through Telstra. The true capability of these devices can be difficult for us to establish as there are thousands of different device variants, but you should be able to check your device’s frequency compatibility (the bands it supports) on your user manual or from the manufacturer’s internet website.
You can also call 1800 112 722 (available 24 hours a day, 7 days a week) for assistance or visit a Telstra store to find suitable replacements.
I was told there is a care pack with a free mobile phone – how do I get one?
I am a customer who has a Monthly plan: You do not need to do anything. We will send a care pack out to you within 14 days of being notified about the 3G 2100 MHz network closure.
I have a Pre-Paid service: Please complete the web form here so we have your most current details. A care pack will be posted to you within 14 days, otherwise you can call 1800 112 722 (available 24 hours a day, 7 days a week), or visit a Telstra store to find suitable replacements.
What is the device included in the care pack?
A 4G capable Telstra Essential plus Smartphone will be provided
How can I check my device network carrier settings?
You may have received a message to check your settings.
By default your device network settings may be set to “automatic” meaning your device will automatically search for an available and compatible network, provided it is capable of working on our primary 3G network (which is 3G 850 MHz) or on 4G. If you experience difficulties using your device i.e. making or receiving calls or sending and receiving SMS messages after 30th April 2019, we recommend you check your mobile network settings to stay connected, by following the instructions below or those provided by your device manual.
What will happen if my device is affected and I don’t take any action?
Your current device will continue to operate until we disconnect the 2100 MHz layer of our 3G mobile service in the area where your device is located. If you do not upgrade your device or change the network settings (if applicable) before this disconnection, then you will no longer be able to use your service from this device. To continue to be able to use your service, we recommend that you upgrade to a 4G-compatible device or a device that is compatible with the 3G 850 MHz mobile service.
What if I upgrade my network carrier settings and still have no service?
If you’ve followed the instructions as per above to check your network carrier settings and still experience difficulties using your device, please contact us on 1800 112 722. We’re available 24 hours a day, 7 days a week.
Will I be able to make emergency calls to 000?
If your device is not compatible with our 4G or 3G 850 MHz layer, you will not be able to make an emergency call to 000 on the Telstra Mobile Network.
You might be able to make an emergency call to 000 if:
Medical alarms and Life Critical services
If you’re using a device to monitor health such as medical alarms, security or other remote safety situations, and they’re currently using the 3G 2100 MHz layer, they will stop working on 30th April 2019.
We recommend you check for compatibility on accompanying paperwork from the manufacturer, and/or contact the provider of these devices to upgrade now.
We’re here to help
To minimise any disruption, please talk to our team so we can assess your needs. We recommend you change your SIM into a compatible device or change the network settings as soon as possible. You can also visit your nearest Telstra store for assistance. If you have any questions, please don’t hesitate to ask a team member at your local Telstra store or Telstra dealer or contact us on 1800 112 722. We’re available 24 hours a day, 7 days a week.
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