Archives: FAQs

Check your mobile phone by texting 3 to the number 3498. This will tell you which action below you need to take: 

Upgrade to a compatible device: To continue to connect to the Telstra 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.  

• iOS devices: Settings > General > About Device > Software Update 

• 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 

• Other Android devices: Go to Settings > System > Software update. 

• Network Settings: Set your device network to ‘automatic’ and enable VoLTE. Find out how to check 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. 

• Other 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. 

• Other 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: 

• 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. 

• 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. 

What is VoLTE? 

Voice over LTE (VoLTE) lets you make clearer phone calls over 4G (LTE) networks. Mobile network operators around the world are beginning to shut down their 3G networks, meaning VoLTE will be increasingly required to make or receive phone calls (including emergency calls) when using their networks abroad. 

Emergency calling 

Your mobile device must support VoLTE emergency calling to make an emergency call to 000 on Telstra’s network. If your device does not support VoLTE emergency calling, you will not be able to make an emergency call to 000 on the Telstra Mobile Network. 

Which devices are compatible? 

To use VoLTE, you’ll need a 4G device which is VoLTE-capable. It will also need to be compatible with the following technology and bands: 

• Required: 4G 700 MHz (B28),  

• Optional: 4G 1800 MHz (B3) banding. 

How do I enable VoLTE on my mobile phone? 

For Apple compatible devices   

Check your mobile phone’s operating system is updated to the latest iOS version. 

Ensure VoLTE is turned on. If you have a 4G iPhone: 

1. Go to Settings 

2. Select Mobile 

3. Select Mobile Data Options 

4. Select Enable 4G. 

5. Select Voice & Data 

6. If available, turn on VoLTE. 

If you have a 5G iPhone, VoLTE is automatically enabled on your device. 

VoLTE will typically be activated on your mobile phone within 4 hours of completing the above steps. 

For all other compatible devices   

Ensure your mobile phone’s operating system is up to date. Once it’s up-to-date, VoLTE will typically be enabled on your device within 4 hours. 

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. 

From 28 October 2024, Telstra  will be switching off their 3G network.  Impacted 3G and some 4G/5G devices may include phones, smartwatches, tablets, in-home personal emergency alarms, EFTPOS terminals and fire and security alarms. 

You must take action to stay connected. Check your mobile phone by texting “3G” to the number ‘3498’ 

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. 

Wearables e.g. smartwatches

The current generation of smartwatches has a cellular feature which allows the watch to operate in standalone mode. This means you can make and receive calls or use data using the smartwatch without having to carry a smartphone.

∙No.Devices such as 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 ifyou are unsure of the specific capabilities of your device.

While these watches are 4G compatible, many don’t support the main 4G mobile coverage frequency band (700 or 900 MHz).

Once Australia’s 3G networks are closed, these smartwatches will only work on a limited set of 4G spectrum bands, and as a result, may experience a reduction in mobile network coverage.

The most common versions impacted are: • Apple Watch Series 3 • Apple Watch Series 4 • Apple Watch Series 5 • Galaxy Watch • Samsung Galaxy Watch Active2.

Internet of Things (IoT)

IoT devices that may be affected but not limited to are: • EFTPOS terminals • Industrial routers • Scanners • Security monitoring • Telematics • Asset Tracking • Environment monitoring.

Other affected devices: • Medical alarms • Home security alarms/ device

DO NOT CALL EMERGENCY SERVICES TO TEST.

To determine if your device supports 4G VoLTE and 4G VoLTE emergency calling, give us a call or contact the manufacturer of the device. Via your mobile handset, send ‘3G’ as a test/SMS to 3498. You will receive a reply telling you if you need to take action.

∙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’ (or ‘Voice over Long Term Evolution’) will be unable to make and receive voice calls.

∙ A very small portion of devices that support VoLTE will not support VoLTE calling to emergency services.

DO NOT CALL EMERGENCY SERVICES TO TEST.

To determine if your device supports 4G VoLTE and 4G VoLTE emergency calling, give us a call or contact the manufacturer of the device.  

Via your mobile handset, send ‘3G’ as a test/SMS to 3498. You will receive a reply telling you if you need to take action. 

∙Pennytel Australia Pty Ltd uses the Telstra Wholesale Mobile Network for all our mobile coverage. 

Telstra have advised us they will switch off its 3G network on 28th October 2024. Other networks may have different dates. 

∙As more advanced 4G and 5G network services become widespread, mobile carriers around the world are closing their 3G networks. 

∙4G and 5G networks are more efficient at delivering greater speed and capacity, which means better service and experience. 

∙Similar network closures have happened before. A few years ago, all Australian mobile providers switched off their 2G networks when they upgraded to 4G.

Using your mobile handset, send ‘3G’ as a text/SMS to 3498. You will receive a reply telling you if you need to take action.