Frequently Asked Questions

When is the 3G network shutting down?

Our 3G network shut down in January 2024.

What do I need to do?

The vast majority of our customers do not have to do anything at all and will continue accessing our 4G and 5G networks as they do today.

A very small number of our customers have 3G-only handsets, tablets and connected devices and they will need to upgrade those devices before December 2023.

Some 4G handsets may also need settings changes to be able to continue to make and receive voice calls using our 4G network.

Why is 3G closing?

Mobile carriers around the world are closing down their 3G networks as more advanced 4G and 5G network services become widespread. Our 4G and 5G networks are more efficient at delivering greater speed and capacity, which means better service and experience for customers.

Similar shutdowns have happened before. All Australian mobile networks switched off their 2G networks a few years ago when they upgraded to 4G.

What devices are affected by the 3G closure?

All 3G-only devices (including phones, tablets and mobile broadband devices) and in rare cases, some older 4G phones, will be affected.

Some older 4G phones that do not have a feature called ‘VoLTE’ (Voice over Long Term Evolution) will not be able to make and receive voice calls.

Please contact your device manufacturer if you are unsure of your device’s specific capabilities.

I have a 3G phone, how does this affect me?

If you have a 3G-only phone then you will no longer be able to make calls, send texts or access the internet on your phone (compatible phones will still be able to make emergency 000 calls on other 3G networks when in coverage prior to their closure). We recommend you upgrade your phone to a 4G or 5G compatible device that is to continue having mobile service. 

If you have a device that is identified as not being able to make emergency 000 calls or you have received notification from us informing you that your device is not able to make emergency 000 calls, please refer to the “What about emergency calls?” section below.

Will 4G/5G network coverage differ from 3G coverage?

Our 4G coverage is similar in size and reach to our 3G coverage and our 5G coverage is growing every day.

Check our 4G and 5G coverage maps. 

Does this only affect phones?
No. Other devices like tablets, mobile broadband modems, smart watches, some home security systems, and other connected devices might also be using 3G services.

Please contact your device manufacturer if you are unsure of your device’s specific capabilities.

What is VoLTE and how do I switch it on?

Voice over LTE (VoLTE) is a feature that allows you to make voice calls using our 4G network.
If you’d like more information on VoLTE, please check out our VoLTE support page here. [www.koganmobile.com.au/wifi-volte]

What should I do with my old 3G device?

The best way to recycle your old device is with Mobile Muster, the Australian mobile industry’s official recycling scheme. Alternatively, please consider eWaste recycling facilities which may be offered by your local council

What about emergency calls?

Some devices are not compatible with Australian mobile networks and while they may be able to make standard calls on a 4G/5G network, they are not able to make emergency 000 calls on our network as our 3G network has now shut down. If you have such a device or have received a notification from us identifying that your device is unable to make emergency 000 calls, for safety reasons, you must urgently change to a compatible device otherwise you will not be able to make emergency 000 calls. See our compatible devices here. Call the Kogan Mobile CARE Team on 12612 from your Kogan Mobile phone or call 1300 056 426 from any other phone.