Network upgrades and changes to 3G services

MATE uses the Telstra Wholesale Mobile Network, learn more here.

Telstra is improving our network to offer better mobile experiences and move to modern, more energy efficient mobile networks.

To do that, they have to retire the 3G mobile network. Devices that are 3G-only, or are not compatible with 4G, will stop working once the 3G network closes.

If you have received an SMS or email from us saying your device is affected, you’ll need to upgrade to a new device to keep receiving the service.

You must upgrade to a 4G ready device to stay connected to your MATE mobile service.

When you upgrade, be sure to confirm the device is compatible with our 4G and 5G networks by checking their specifications on the manufacturer’s website.

In some cases, updating your device’s firmware or operating system to the latest version may enable compatibility with network upgrades. However, there are situations where upgrading to a new handset that supports the network changes may be necessary.

To check if your mobile phone is affected by the 3G network shutdown, simply text ‘3G’ to 3498.

The closure of the 3G network will impact you in one of two ways, depending on the capabilities of your current device.

Making calls: If your device is not VoLTE (Voice over LTE) capable, you will no longer be able to make or receive calls once the 3G network is retired. VoLTE technology allows for voice calls to be made over the 4G network, providing clearer and more reliable call quality.

Using mobile data: Devices that are not 4G capable will lose the ability to connect to the internet and use mobile data. Upgrading to a 4G capable device ensures you continue to enjoy web browsing, social media, streaming, and more without interruption.

In addition to supporting VoLTE, your mobile device must support VoLTE emergency calling to make an emergency call to 000 once the 3G network is closed. If your device does not support VoLTE emergency calling, you will not be able to make an emergency call to 000 once all the 3G networks in Australia are switched off.

If you have received advice from us that your phone does not support VoLTE emergency calling, you will need to upgrade your phone to be able to make an emergency call to 000.

Please do not “test” your phone’s capabilities by calling 000. While any of the 3G networks in Australia are still active, your call will go through to 000, as all network operators are obliged to carry calls to 000 where possible. Thus, testing your phone while there is still an active 3G network (regardless of which network operator is operating the 3G network) may give you a false sense of security that your phone is working, when in reality, it may not support VoLTE emergency calling.

If you’ve received an SMS and/or email from us specifically regarding this matter, then our records show the device using your service number may be affected and likely needs to be upgraded.

The device could be a mobile phone or anything with a SIM card in it, like a connected tablet or laptop, or Wi-Fi dongle.

To check if your mobile phone is affected by the 3G network shutdown, simply text ‘3G’ to 3498.

See below a general guide of what devices will be impacted by the 3G network shutdown:

3G only devices
Devices that are 3G-only will stop working once the 3G network closes. This means you will not be able to make/receive calls, SMS, MMS or use mobile data.

4G with no VoLTE
4G devices that do not have VoLTE (calls via 4G) capability will not be able to make/receive calls. You may still be able to use mobile data.

4G device with limited bandwidth support
Some 4G devices may use only Band 28 (or 700MHz) and will have limited coverage after 28 October 2024. You’ll need to upgrade your device to a compatible 4G/VoLTE-ready handset to stay connected.

VoLTE compatible but with no emergency calls
Some VoLTE-capable devices sold between 2014 and 2019 make emergency calls via the 3G network only. Whilst your normal calls will go via the 4G network, emergency calls will no longer work when the 3G network is closed on 28 October 2024. Depending on your device, you may need to update to the latest software version, or you will need to upgrade to a newer compatible device.

Other devices
Machine-to-machine devices such as security cameras, monitoring devices, medical alarms or other connected devices will no longer be able to use mobile data

There are thousands of different models of mobile phones and connected laptops, tablets, and Wi-Fi dongles.

We don’t have access to all the technical specifications of each device.

To check if your mobile phone is affected by the 3G network shutdown, simply text ‘3G’ to 3498.

The best way to find out is to search for the specifications of the device online.

You can confirm devices are compatible with our 4G and 5G networks by checking their specifications on the manufacturer’s website or ask the retailer when buying the device.

To check if your mobile phone is affected by the 3G network shutdown, you can also text ‘3G’ to 3498.

No, all MATE SIM cards work with the 4G mobile network, including eSIMs.

Physical MATE SIM cards are 3-in-1, so you can punch out the Standard, Micro or Nano SIM your device requires.

If you received a communication about the 3G exit from us, then you are most likely impacted by the exit.

To not be impacted by the 3G exit your device will also need to have VoLTE (or 4G voice) capability if you wish to continue to make voice calls.

Users who have compatible devices should have access to VoLTE straight away. When our 3G network closes during 2024, VoLTE will be required to make or receive phone calls

To access VoLTE, users will need a device which is compatible with the Telstra Wholesale Network and is VoLTE capable. Some end users may have to make setting changes or update their firmware.

For most users, VoLTE will start working when VoLTE is enabled.

Depending on your device, you may have to make settings changes, update the firmware, or power cycle the device.

Some VoLTE-capable devices may not be compatible with the VoLTE service provided by Telstra Wholesale to MATE.

Our carrier Telstra Wholesale are applying an Recorded Voice Announcement (RVA) message to impacted mobiles soon, all end users who are using their service with a mobile that is impacted by the 3G closure will hear a short recorded voice announcement (RVA) when they make an outgoing call, as a reminder that they need to act. This pre-recorded message will be played every time an impacted service makes an outgoing voice call and it will only be removed once they’ve upgraded their mobile to a 4G/5G compatible mobile. There is no ability for an end user to opt out of receiving the RVA.

Of course! Our Aussie-based support team are here to answer any questions.