3G network closure

Network & Features support

The 3G Network is closed

From 28 October 2024, the 3G network was switched off. Impacted devices include 3G and some 4G/5G phones, smartwatches, tablets, in-home personal emergency alarms, EFTPOS terminals, as well as fire or security alarms. If you have received an SMS, email, call, letter, or recorded voice announcement- you must take action. If you do not take action, your service may be at risk of disconnection.

IMPORTANT: Triple Zero Impacted Devices

It is a requirement that all mobile phones sold in Australia support Triple Zero (000) calling over 4G networks (Voice over LTE emergency calling). Older 3G handsets, as well as some 4G/5G handsets may not be compliant and are unsafe, as they may not be able to call emergency services, including Triple Zero (000). Telstra is legally required to prevent mobile phones that cannot call Triple Zero from accessing its network from 28 October 2024. Once a device is blocked, you will not be able to use that handset for voice or data.

MORE TRIPLE ZERO INFO

Devices / Phones. Refurb, Second-hand or from overseas

If you’re using a device that was set up for another country (i.e. you bought it overseas, it was imported, or it’s second-hand and you’re not sure where it’s from), it may not connect to our 4G network or experience reduced coverage.

  • That’s because Telstra’s main 4G frequency is band 28 (B28)/700MHz. But in many countries, this frequency isn’t used for 4G, so phones aren’t configured to use it.
  • You can find out if your phone is in this category by texting ‘3G’ to 3498. If you do not upgrade to a compatible device, you may not have network connectivity in places where B28 is the only available 4G frequency (usually outside major cities/ regional hubs). This could also impact your ability to make calls to emergency services including Triple Zero (000).

If you purchased a Boost Refurbished Phone


Some 3G and some 4G refurbished devices will no longer be supported by the 3G network closure. If you have checked your phone and it is impacted, please see options below:

  • Refurbished Phone purchased from Boost.com.au: If your Boost Mobile refurb is impacted, simply send us your order number and we will pass on your detail to Assurant who will advise you as to your options or you can email Assurant directly between 9-5pm (7 days).
  • Refurbished Phone purchased from Coles: If your Boost Mobile refurb is impacted, simply visit a Coles Store or call 1800 061 562 with your receipt or proof of purchase and Coles will present you with some options.

Check your device

Check your mobile phone by texting "3" to the number 3498.

This will tell you which following action you need to take.

Upgrade to a compatible device

To continue to connect to our mobile network you will need a device compatible with 4G frequency Band 28 (700Mhz) and Voice over LTE (VoLTE) including VoLTE Emergency Calling.

Software Update

Update your device software and firmware to iOS10 or Android 9 and above. It may take 5-10 minutes to update, and your device will reboot after it’s done. We recommend using Wi-Fi to reduce data usage. Then make sure VoLTE is switched on in your phone’s settings

Network Settings

IMPORTANT to set your device network to 'automatic' and enable VoLTE. The steps to check and update your device settings may vary based on which version of Android or iOS you have on your device. For instructions on setting your network to automatic:

Android devices

  • Go to Settings
  • Select Network and internet
  • Go to Mobile Network
  • For the Preferred network type, select Automatic. If automatic isn’t an option, select 4G.

Apple iPhone

No active eSIM: Go to Settings > Mobile > Mobile Data Options > Voice & Data. Choose 4G, VoLTE On

Active eSIM: Go to Settings > Mobile > Select SIM > Voice & Data. Choose 4G, VoLTE On.

Apple devices

  • Go to Settings
  • Select Mobile
  • Go to Mobile Data Options
  • Go to Voice and Data and select Automatic. If automatic isn’t an option, select 4G.

Many new devices have VoLTE enabled by default and don’t have a setting to disable it, but in some cases you’ll need to manually enable it using these steps:

  • Samsung: Settings > Connections > Mobile networks. Toggle VoLTE calls
  • Huawei: Settings > Wireless & Networks > Mobile Network. Toggle VoLTE calls
  • OPPO: Settings > Dual SIM (or SIM card and mobile data on single SIM models) > Cellular Network. Choose SIM 1 or SIM 2 (just SIM on
    single SIM phones). Toggle VoLTE Calls
  • Nokia: Settings > Network & Internet > Mobile Network > Advanced. Toggle Enhanced 4G LTE Mode
  • Motorola: Settings > Mobile network > Mobile data. Toggle VoLTE calls.

Check YOUR IMEI

If software updates and network settings don’t help, visit the blocked devices checker provided by Telstra Wholesale to see if your device was blocked from our network. If it was, you’ll need to upgrade to a compatible device.

What should I do now?

If you received an email or SMS from us or if you think your device is impacted, then select your device type from the list below and follow the steps.

How to set your network to automatic:

Check for VoLTE
 

  1. Voice calls on 4G need a VoLTE capable device on 700 MHz (Band 28). Check the user manual or manufacturer's website.
  2. Check your 4G or 5G settings
  3. Check your device network is set to ‘automatic’
  4. Check VoLTE settings
  5. Check VoLTE is enabled by following these steps.

Apple devices
 

  1. Go to Settings. Select Mobile
  2. Go to Mobile Data Options
  3. Go to Voice and Data and select Automatic. If automatic isn’t an option, select 4G.

Android devices
 

  1. Go to Settings. Select Network and internet
  2. Go to Mobile Network
  3. For the Preferred network type, select Automatic. If automatic isn’t an option, select 4G.

Many new devices have VoLTE enabled by default and don’t have a setting to disable it, but in some cases you’ll need to manually enable it using these steps:

  1. Apple iPhone:
    No active eSIM: Go to Settings > Mobile > Mobile Data Options > Voice & Data. Choose 4G, VoLTE On
    Active eSIM: Go to Settings > Mobile >
    Select SIM > Voice & Data. Choose 4G, VoLTE On
  2. Samsung: Settings > Connections > Mobile networks. Toggle VoLTE calls
  3. Huawei: Settings > Wireless & Networks > Mobile Network. Toggle VoLTE calls
  4. OPPO: Settings > Dual SIM (or SIM card and mobile
    data on single SIM models) > Cellular Network. Choose SIM 1 or SIM 2 (just SIM on single SIM phones). Toggle VoLTE Calls
  5. Nokia: Settings > Network &
    Internet > Mobile Network > Advanced. Toggle Enhanced 4G LTE Mode
  6. Motorola: Settings > Mobile network > Mobile data. Toggle VoLTE calls.


If your device only shows ‘3G’, or it's not VoLTE-capable, you need to replace it to stay connected.

Check with your device manufacturer to ensure your device is compatible. Your device will need to be compatible with 4G / Band 28 (700mHz) to continue to use data or make calls. Telstra has a broad range of 4G IoT devices already certified and available. Speak to your Telstra representative to discuss the device alternatives that best fit your requirements. Learn more about Telstra IoT/M2M Certified Embedded Modules and Integrated Devices (PDF, 394KB)

Please encourage your device manufacturer or IoT service provider to have their portfolio Telstra Network-certified by asking your Telstra representative for more information or by contacting Telstra.

We recommend contacting your device manufacturer or supplier to confirm:

  1. 4G frequency band 28 (700 MHz) is built into the device. Without this, the device may not connect to our 4G network or experience intermittent coverage.
  2. Your device supports Voice over LTE (VoLTE). Without this, the device will not be able to make or receive voice calls, including calls to emergency services, like Triple Zero (000).

Frequently asked questions

The Australian Government has made a regulation – a law – that requires us to prevent mobile phones that rely on 3G for emergency calls (including Triple Zero (000) ) from accessing our network. To comply with this law, Telstra has blocked mobile handsets that are non-VoLTE (4G data, 3G voice) and VoLTE but require 3G for Triple Zero from our mobile network on Monday 28 October 2024. 

How does this affect my billing / AutoRecharge payments?


Pre-Paid customer, if your mobile device is blocked from the Telstra Mobile Network, we will cancel any existing Auto Recharge payments. If you do not upgrade your mobile , your service will be disconnected in six months and you may lose your mobile number.

If your device has been blocked from 28 October, upgrade your mobile or contact us to cancel your service

It's about providing a better experience for Boost Mobile and Telstra customers.

When we launched 3G in 2006, we used our mobile devices for calls, texting and accessing basic information online. Since then, technology and customer usage has changed significantly, and so too must our network.

The Telstra Mobile Network is Australia’s largest, with 4G reaching 99.7 per cent of the Australian population and 5G to over 89 per cent, providing a more reliable coverage experience in more places across Australia. This will continue to grow as we repurpose 3G spectrum to further advance both 4G and 5G networks, which will further increase overall network capacity and improve service quality for many customers.

If you’re using a device that was set up for another country (i.e. you bought it overseas, it was imported, or it’s second hand and you’re not sure where it’s from, or it may be refurbished), it may be blocked from connecting to our network or experience reduced coverage.

 If your device does not support Voice over LTE (VoLTE) including VoLTE Emergency Calling, your device will be blocked from accessing our mobile network, in line with changes to the Telecommunications (Emergency Call Service) Determination.

Blocked devices won’t be able to make or receive voice calls over Wi-Fi (VoWiFi), including emergency calls, use mobile network data, or send and receive SMS messages. You must upgrade your handset to use your mobile service. 

If your device does not support Telstra’s main 4G frequency (Band 28/700Mhz) you may not have network connectivity in places where B28 is the only available 4G frequency (usually outside major cities/ regional hubs). This could also impact your ability to make calls to emergency services including Triple Zero (000).

 If your device is impacted, upgrade your mobile handset or Contact us to cancel your service.

No, if you’ve been blocked because you don’t have a compatible device, you cannot make any calls or use any data. While you may be able to use Wi-Fi, and apps, such as WhatsApp or Messenger, they do not allow for emergency calls including Triple Zero (000) calls.

Some 4G devices, particularly devices originally sourced from overseas markets, are not compatible with all of Telstra’s 4G frequencies. It’s important to make sure you select a device that is compatible with Telstra’s 4G/5G network. That’s because Telstra’s main 4G frequency is band 28 (B28)/700MHz. But in many countries, this frequency isn’t used for 4G, so phones aren’t configured to use it.

If you do not upgrade to a compatible device, you may have network connectivity in places where B28 is the only available 4G frequency (usually outside major cities/ regional hubs). This could also impact your ability to make calls to emergency services including Triple Zero (000).

If you use your device to make and receive voice calls, from 28 October 2024 it must support VoLTE, and have VoLTE enabled in the settings.

Find out more about VoLTE, including what it is, what devices are compatible, and how to check or enable VoLTE on your phone.

Yes, your phone can connect to Wi-Fi for data purposes. However, blocked devices won’t be able to make or receive voice calls over Wi-Fi (VoWiFi) including emergency calls, use mobile network data, or send and receive SMS messages.

 If you have a device that isn’t compatible with Band 28/700MHz but is VoLTE/Wi-Fi Calling-capable, you should be able to make emergency calls using Wi-Fi.

Your network experience should improve, and in most cases you’ll notice a substantial improvement in speeds when you move from 3G-only coverage to 4G coverage.

The Telstra 4G service includes greater bandwidth and is more efficient than 3G, leading to higher end-user speeds.

The speed you experience is determined by a range of factors including how close you are to a tower, how much traffic the site is carrying, if there’s any obstructions impeding the network (i.e. buildings, hills, vegetation etc.) and what sort of device you’re using.

We’ve upgraded our 4G network to match the coverage of our 3G network as outlined in our Coverage maps. Now that 3G is closed, compatible devices will use the available 4G network, as well as the 5G network if using a 5G compatible device.

The Telstra Mobile Network is Australia's largest, with 4G reaching 99.7 per cent of the Australian population and 5G to over 89 per cent, providing a more reliable coverage experience in more places across Australia. This will continue to improve as we repurpose 3G spectrum to further advance both 4G and 5G networks, which will increase overall network capacity and improve service quality for many customers.

To access the 4G network, you need to be using compatible devices.

Boost Mobile is brought to you working in partnership with Telstra. If you’re finding it difficult to pay for your mobile services, Telstra can help see you through difficult times. For more information see Telstra’s Payment Assistance Policy (PDF, 387kb)  or using the Boost Mobile app, via the Payments tab.

For you to continue using your device as normal, you need to ensure your software is up to date. To check that you're using the latest software, please follow the below instructions. Data charges apply to software updates installed using data, so we recommend downloading software updates over Wi-Fi.

  • Apple iPhone: Settings > General > About Device > Software Update
  • Samsung: Settings > Software Update > Download and install
  • Huawei: Settings > System > Software Update > Check for Updates
  • Motorola: Settings > System updates > Check for updates
  • Nokia: Settings > System > Advanced > System Update
  • OPPO: Settings > Software Updates

If you’re visiting from overseas and your device isn’t compatible with our network, it will be blocked from connecting. This is instantaneous from when you first turn on your phone.  Your phone will still work once you leave Australia, and can still be used with Wi-Fi.

Incompatible devices will be from accessing our network from 28 October, and Tasmania will be the first state to have its 3G network switched off.

Tasmania doesn’t share borders so we’re able to have better control of the overall experience to ensure the transition is as smooth as possible before we close down the mainland states and territories.

The rest of Australia will be completed by Monday 4 November, so while this is a progressive closure, it is relatively quick, and we urge you to check your device and take any necessary actions in the next few days. 

If you hear a recorded message on your phone about our 3G network closure, you need to take action to upgrade your device. You’ll hear the message if your device does not support 4G Band 28 (700Mhz).

You need to upgrade to a compatible device to avoid losing coverage in places where B28 is the only available frequency.

We can’t remove the message, as it’s vitally important to ensure you’re using a device capable of contacting emergency services including Triple Zero (000).

Still need help? Contact us