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.



