New Zealand’s telecommunications sector is warning customers to check their mobile phones, to ensure they can still make 111 emergency calls once the 3G shutdown is complete.
Kiwis on any New Zealand network who are unsure can free text ‘3G’ to 550 for a status report from their telco provider.
The nationwide retirement of legacy 3G mobile networks is close to completion as New Zealand’s mobile operators transition to faster and more reliable 4G and 5G networks.
“Once network operators have switched off 3G services, any devices that rely on 3G for voice calls, texts or data will no longer be able to connect, including for emergency 111 calls,” says Telecommunications Forum CEO Paul Brislen.
“Customers are urged not to call 111 to test their mobile phone capability but to check with their provider to make sure their phones have the correct settings.”
Emergency calls to 111 are carried by any available network in New Zealand however once all three providers 3G networks are closed on 31 March, phones that solely rely on 3G for calling will no longer connect and won’t be able to make emergency calls if needed.
“Most New Zealander’s already use fully capable 4G or 5G phones and will have no problem, However, it is especially important to check devices used by vulnerable or at-risk customers, as well as those using older, second-hand, or overseas-purchased phones (even if they are newer models),” says Brislen.
In preparation for the national shutdown, millions of customer emails and SMS messages have been sent by the telcos. Pre-recorded voice messages have also alerted affected customers that they may soon be unable to make standard voice calls — and, more importantly, emergency calls.
“Currently, we are monitoring a group of customers who are still making emergency calls on 3G devices, even after their carrier has switched off its 3G network. This indicates some customers still need to take action and check their devices. The good news is that it’s quick and easy to check,” says Brislen.
“Simply text ‘3G’ to the number 550 from your mobile device. It’s free, and your provider will reply to confirm whether any action is required. Some phones may only need a settings update, and support is readily available, but the first step is finding out whether your phone is fully 4G-compatible.”
There are also a small number of devices that can use data, send texts, and make regular calls, but have not been configured by the device manufacturers to connect to emergency calling over 4G.
“Some can make standard calls, send texts, and access data over 4G, but will be unable to make emergency 111 calls once the final 3G network shuts down on 31 March. We want to ensure affected customers are aware and take action.” explains Brislen.
Spark has recently announced it will block around 300 devices on its network that fall into this category. Most of the impacted models are from the ASUS range, and some can remain connected if a software update is completed. However, phones that are not updated, or do not have a software update available to them, will be permanently blocked from Spark’s network on 31 March.
For more information about the shutdown, including language translations, FAQs and other support resources, visit www.3Gshutdown.co.nz or contact your provider for assistance.
Network Operator Progress
1. Checking your device is easy and free:
Text the message ‘3G’ to the number 550.You will receive a response back from your mobile provider, advising whether your phone is compatible or if you need to act.
2. Update or upgrade your device
Consumer NZ and the TCF have produced a technical video guide outlining the steps required to update phone software and settings across a range of models. If your device needs to be replaced, there is no need to purchase a premium model. Affordable options are available. Speak to your provider about the best option for your needs.
3. Contact your provider
If you require technical support or have questions, contact your mobile provider for assistance. For non-phone devices, contact the device manufacturer directly.
4. Spread the word
Encourage friends, whānau, and your wider community — particularly those who may not be aware of the change — to check their devices. Free support resources are available in 11 languages, including te reo Māori and New Zealand Sign Language.
5. Recycle old devices
If you are replacing your phone, recycle your old device free of charge through New Zealand’s RE:MOBILE mobile phone recycling programme. There are more than 400 drop-off locations nationwide, and free courier pick-up can be booked online.
