Telstra is giving some customers complimentary handsets to ensure they stay connected after the 3G network closure on 31 August 2024.

Around 12,000 complimentary mobile devices will be given to some customers who are in difficult situations, live rurally or are elderly. These are customers who may need some external support transition when the 3G network closes to ensure they’re able to stay connected after the 3G closure on 31 August.

These customers are in difficult situations, and facing things such as financial hardship, or recovering from a natural disaster. Some of these customers also depend on a working phone because they are living with a life-threatening medical condition ( ‘Priority Assistance’ customers). Many of these customers are also over 80 years old and living in regional areas, which can make visiting Telstra stores challenging.

Major Brendan Nottle from The Salvation Army said, ”This initiative will benefit the most vulnerable members of our community. Connection is one of the most important things to maintain in our society, whether it is with friends and family or with housing and support services.

While the majority of customers still using 3G devices are aware and able to take action, Telstra wanted to make sure those who need are given an extra hand ahead of the upcoming transition.

How do I know if I’ll get a new handset from Telstra?

Telstra will be communicating with eligible customers in the coming weeks to let them know a device is on its way. All they have to do is follow the instructions in their package to switch to their new phone on the 4G network.

What do I need to do?

There are around 156,000 customers across consumer and small business being communicated with to let them know that they have a handset that is either 3G only, does not support Voice over 4G (VoLTE), has 4G coverage limitations, or is 4G enabled but hardwired to use 3G for Emergency calls, and that they need to upgrade before the 3G closure to stay connected.

If you are in this group, you’ll currently hear a pre-recorded message when making an outgoing call on your mobile phone, reminding you to upgrade.

If you are one of these customers, please don’t ignore it. It is there to remind you that your phone won’t work after 31 August, and you should act now before the network closes.

How do I check my phone?

Any new phone you buy from us will work on 4G and 5G networks.

You can SMS 3 to 3498 (3GXT) to check your phone, and if you have any questions - or if you have received any communication from us and are still unsure - please contact us online, on the phone, or in person.

Upgrading doesn’t have to cost a lot

Not all devices are created equal but there are many handsets available that will work once we say goodbye to 3G. You don’t need to spend hundreds of dollars to update your handset, and there are many affordable options available. Take the time to consider what you’ll be using your device for before you upgrade and find one that suits your needs.

If you live regionally, we recommend you consider a Blue Tick device, which is a mark given to phones Telstra has tested that deliver superior voice coverage in rural and regional areas.

If you want a touchscreen smartphone, the Telstra T-Essential is $79. If you want a phone with number buttons, the Telstra T-Lite is $59.

There is also a range of payment assistance support options available. For more information, see the Payment Assistance Policy or access it via the Payments tab in the My Telstra app.