It’s not too late to upgrade to our 3G or 4G services!
Our 2G (GSM) 900 MHz mobile network was closed on 1 December 2016 across Australia (excluding Christmas Island).
What does this mean?
Any 2G SIM cards and 2G Mobile Handheld, Mobile Broadband, Tablets and wireless Machine-to-Machine (M2M) devices no longer operate on the Telstra Mobile Network. You can’t make or receive voice calls or SMS, access voicemail or use data services.
Important: Critical and emergency services
If you have life critical 2G services that are used for monitoring health, emergency services, occupational health and safety duress, security and fire alarms or other remote safety situations, these will no longer work. Please take urgent action and contact the provider of any such services immediately.
If you have a 2G handheld mobile, emergency calls to 000 or 112 won’t be possible unless you’re within the 2G network coverage area of another carrier. Your device screen is likely to display ‘SOS’ or “Emergency Calls Only” when you’re within range of another carrier.
Frequently asked questions
Can I still upgrade my services?
Yes. The table below explains what action(s) you’ll need to take to access our 3G or 4G services. At a minimum, your services will need to operate on the 3G 850 MHz frequency band.
Your 2G service impact
What you’ll need to do next
If you have a 2G SIM card in a 2G device
You’ll need a new Telstra 3G SIM card and new device
You have a 2G SIM card in a 3G/4G device
You’ll need a new Telstra 3G SIM card
You have a 3G SIM card in a 2G device
You’ll need a new device. Depending on your device, you may also need a new Telstra 3G SIM card
You have a 3G SIM card in a 3G/4G device
You’ll need to check your device network ‘Settings’ are configured to ‘Auto’.
If your SIM card and/or device was supplied by your employer, and you received an SMS from Telstra about 2G service impacts, please discuss upgrading your services with your employer.
If you’re unsure of the 2G service impact to you, use the tips below to identify whether your service was previously operating on our 2G mobile network.
At the top of your phone or tablet screen, when it’s turned on, you would previously had seen these symbols ‘2G, Edge, E or GPRS’. These will no longer display and you will now see “No Service” or something similar depending on your device. You’ll need to replace your SIM card and/or device or both.
1. Check what type of SIM card is in your device
Turn your mobile device off and remove the SIM card. If you can’t see a ‘Next G ™ or T ™’ symbol on it, then it might be a 2G SIM which needs to be replaced with a Telstra 3G SIM card.
2. Check your mobile handheld device
There are a number of different ways to determine whether your device is compatible with the 3G/4G Telstra Mobile Network:
This is Telstra Network: LTE/3G/2G
This is Telstra 3G Network.
This is Telstra 3G Network.
This is Telstra 2G Network.
If you’ve brought your own (BYO) device to use on the Telstra Mobile Network, we’ll do our best to help you upgrade to 3G or 4G mobile technology. In some instances, however, we may need to refer you to the manufacturer of your current device.
3. Mobile network settings
If you’ve found that your device and SIM card are both compatible with the 3G/4G network, the last thing to check is that your mobile settings allow you to use their 3G/4G capabilities.
Check that your device network mode is set to Automatic by accessing ‘Settings’ or ‘Network Settings’ on your mobile. If the device you’re adjusting is a mobile broadband device, you may need to make the adjustment through its ‘Connection Manager’. Please consult your device manufacturer’s manual.
If your device is already compatible with 3G/4G services, but is using a Telstra 2G SIM card, you’ll need to insert a new Telstra 3G/4G SIM card. If your SIM card was supplied by your employer, and you received an SMS from Telstra about upgrading your 2G service, please discuss next steps with your employer.
If your mobile device was only 2G compatible, you'll need to replace your device for compatibility with our 3G/4G services. If your device was supplied to you by your employer, and you received an SMS from Telstra about your 2G service, please discuss next steps with your employer.
If you need to upgrade your mobile device or review our data plans, we offer a range of options.
To ensure that your mobile handheld, tablet or mobile broadband ‘Settings’ allow you to access 3G/4G services, check that your device ‘Network Mode’ is set to ‘Automatic’ by accessing ‘Settings’ or ‘Network Settings’ on your mobile. For a guide to updating most popular devices, visit Update Network Settings
If yours is a mobile broadband device, you may need to make the adjustment through its ‘Connection Manager’. Please consult the device manufacturer’s manual.
M2M services will also have been affected by our 2G network closure unless they were 3G/4G compatible prior to the network closure.
If you have any Life Critical services, please see Life Critical Services section below.
Update your M2M device settings
Solutions and migration options will vary based on your business requirements, so please contact your hardware provider of these devices or your Telstra Representative.
If you have life critical 2G services being used for monitoring health, emergency services, occupational health and safety duress, security and fire alarms or other remote safety situations, these are no longer in operation.
Emergency mobile voice calls to 000 or 112 won’t be possible from a 2G service, unless you’re within the 2G network coverage area of another carrier. Your device screen is likely to display ‘SOS’ or “Emergency Calls Only” when you’re within range of another carrier.
International Roaming will also stop working for services affected by our 2G mobile network closure. If you’re planning to travel overseas, or have machine- to-machine (M2M) devices installed overseas, please ensure all your devices or SIM cards have been upgraded.
We deliver our 3G mobile services in the 850 MHz frequency band – supplemented by the 2100 MHz frequency band to boost capacity in selected high traffic coverage areas. If your services only used a combination of our 2G and 3G 2100 MHz frequency bands, you may need to replace your device to operate with our more extensive 3G 850 MHz frequency band.
Our national network coverage for 3G and 4G is around four times greater than that of our discontinued 2G network, so we don’t expect any issues to arise once you’ve moved to 3G/4G technologies. However, we can’t give individual guarantees because there are many factors that affect coverage such as the type of device you’re using, its location within your premises, and whether it has an external antenna attached.
Some causes of coverage disruption to be aware of include surrounding buildings, vehicles, trees, hills and building materials. These can all reduce the signal level available. Just as TV sets sometimes need external antennas to improve reception, you can opt for an antenna to enhance the performance of your mobile device.
Please ensure your services are compatible with 3G (3G 850 MHz) or 4G and check your device network mode is set to ‘Automatic’. If you experience any coverage issues, our online search tool may help identify coverage and data speeds available in your area, visit Coverage Networks or call us on 1800 718 632.
Has the 2G network remained in operation anywhere in Australia?
Yes. The 2G mobile network will remain operational on Christmas Island only. Residents travelling to mainland Australia will need to ensure they have a compatible 3G/4G SIM and compatible 3G/4G device for continued service on mainland Australia after the network closure.
What has happened to Telstra’s 2G services?
Our 2G network closed on 1 December 2016 and 2G SIM cards are being cancelled as part of this closure. You will not be billed for your 2G service from this date.
Are life critical services impacted?
Yes. If you have life critical 2G services used for monitoring health, emergency services; occupational health and safety duress; security and fire alarms or other remote safety situations, these will no longer work. Please contact your provider of these critical devices immediately.
Are emergency calls to 000 or 112 impacted?
Yes. Affected 2G services are unable to make emergency calls to 000 or 112 following closure of the 2G network, unless you’re within the network coverage area of another carrier that supports 2G. If your device screen displays ‘SOS’ or “Emergency Calls Only”, you’re likely within range of another carrier. Please ensure you update your SIM, device and/or configuration settings as necessary, particularly if you have a medical condition or increased risk.
Is international roaming impacted?
Yes. If you’re planning to travel overseas or have machine-to-machine (M2M) devices installed overseas, please ensure all your devices and SIM cards are compatible with the Telstra Mobile Network using 3G or 4G technologies.
Why has Telstra closed the 2G mobile network?
The 2G network was one of our oldest mobile networks, which allowed customers to connect to others via SMS and voice calls. The network was based upon our second-generation wireless technology, and remained in operation for over 20 years. Technology has rapidly evolved during that time – with devices becoming more advanced, and our customers demanding ever-faster speeds. Most customers have already opted for the better experience provided by our 3G and 4G technologies on Australia's largest and most reliable mobile network. These significant changes in technology have contributed to our decision to discontinue our 2G mobile network.
What are the benefits of using the 3G/4G network?
Our 3G and 4G technologies provide a better experience and operate on the Telstra Mobile Network – Australia's largest and most reliable mobile network. For more information, visit Telstra Mobile Network.
What can I do if my mobile device displays “3G” but I’m experiencing call drop outs and/or poor reception?
Please visit Network Coverage for more information on coverage maps and reporting a coverage problem or contact us on one of the below numbers.
How do I cancel my 3G services that are no longer required?
3G services are not being cancelled as part of our 2G network closure. Billing for 3G SIMS will continue as per your existing pricing plan. If you wish to cancel any 3G services, please call 1800 718 650 (FREE CALL) from 8am – 6pm AEDT and follow the prompts.
Can I keep my mobile number once I upgrade my services?
Yes. Rest assured, once you’ve moved to our 3G/4G mobile service, you’ll retain your existing mobile phone number so your family and friends can easily stay in touch. Please call us on 1800 718 650 (FREE CALL) from 8am – 6pm AEDT and follow the prompts.
Is a SIM card replacement free of charge?
Yes. Getting a SIM card replacement is free, and you can organise it at your nearest Telstra store, or by calling us on 1800 718 650 (FREE CALL) from 8am – 6pm AEDT and follow the prompts. For more information, refer to “Replace your SIM card” section.
Will I lose my contacts if I update my SIM card?
Depending on your device and configuration, your contacts may be stored on the SIM card, your device or both. To ensure you don’t lose any contacts we recommend visiting your nearest Telstra store or our online guide, Mobile Support - How to transfer contacts?
How much does upgrading to 3G/4G services cost?
It depends on what action you need to take. For example, replacing your SIM card to one that can access 3G/4G services is free, as is changing your settings on your mobile device. If you need to upgrade your mobile device, there are a range of options available to you. Refer to “Replace your mobile device” section.
Can I get help on learning how to use a new device?
Yes. You can pop into any Telstra store. But to avoid any queues, we recommend you go online and book your Telstra Platinum appointment in advance. Visit In-store Tech Bar.
You can also visit our online interactive guide for popular smart phones, mobiles and tablets. Just select your device to learn how to set up email, organise contacts, access the internet, get help with messaging and apps, and much more. Visit Mobile Support - Help using a new device.
Will my plan change if I replace my SIM card or device?
No. Your plan or offer will remain the same, and will only change when you elect to do so. However, with better and faster data access through 3G and 4G devices and network technologies, you may see your data needs change. We recommend that you review your current plan, to ensure you’re on the most suitable plan. To estimate how much data you might need in a month, use our data usage calculator. If you need to change your plan, there are a range of options available to you. Refer to “Replace your SIM card and Replace your mobile device” sections.
I didn’t replace or upgrade my services, now what?
You’ll no longer be able to make or receive calls, SMS or have access to data from your 2G service. Telstra’s base stations nationally have stopped broadcasting 2G (GSM) 900 MHz signal. You’ll no longer be able to ‘see’ or connect to Telstra’s 2G network. Devices that were operating on 2G exclusively may remain in constant search mode, or display “SOS” or “Emergency Calls Only”. This is device dependent. Refer to “Replace your SIM card and Replace your mobile device” sections.
Will any satellite services be impacted by the 2G network closure?
No. Satellite connectivity on these devices will continue to work. The satellite service works independently of the 2G network and is not affected by the 2G network closure.
Will any virtual SMS cloud services be impacted by the 2G network closure?
No. All virtual SMS cloud services will continue to work.
How can I track my order/package?
If you ordered new services online at telsta.com, you may track your package on StarTrack - Track my package by using your mobile number as the Search Reference. Please note delivery may take up to 5-10 business days to process. If your package doesn’t arrive within 5-10 days, please call 1800 718 650 (FREE CALL) from 8am – 6pm AEDT and follow the prompts.
If you ordered new services online via our self-service apps, Mobile Ordering and Management (MOaM) you can track your package by logging into Your Telstra Tools (YTT). Please note delivery may take up to 5-10 business days to process. If your package doesn’t arrive within 5-10 days, please call 1800 718 650 (FREE CALL) from 8am – 6pm AEDT and follow the prompts.
Customer support options
Personal and small business customers
Visit your nearest Telstra Store or call us on 1800 718 650 (FREE CALL) from 8am – 6pm AEDT and follow the prompts.
Visit your nearest Telstra Business Centre or call us on 1800 718 650 (FREECALL) from 8am to 6pm AEDT or contact your Telstra Account Executive.
Global Enterprise and Services (GES) customers
Contact our Telstra Service Desk, or Customer Service Team or your Telstra Authorised Dealer. Alternatively, call us on 1800 718 650 (FREECALL) from 8am to 6pm AEDT.
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