18 June 2026
How to switch off 2G and 3G networks successfully
Telcos around the world have started to switch off legacy 2G and 3G networks. The motivations are clear: freeing up spectrum for newer technologies, reducing power consumption and improving security.
However, the switch-off process is rarely straightforward. Below we explore the key challenges and the measures required to minimise disruption.
Encouraging users to upgrade their devices
A fundamental challenge is ensuring users upgrade in time. This includes customers with 2G/3G-only handsets, but also some with 4G devices. Historically, 2G and 3G networks supported voice using circuit-switched technology, whereas 4G relies on VoLTE. 4G devices that do not support VoLTE as well as VoLTE-enabled devices that depend on 2G/3G fallback for emergency calls must also be upgraded.
Operators can address this issue through broad public awareness campaigns, as well as targeted outreach via letters, SMS and calls to affected users. The effectiveness of targeted communication depends on both frequency and clarity. In practice, multiple touchpoints across different channels are often required. Explaining clearly why an upgrade is necessary also improves engagement.
Incentives can further support migration. Free or discounted devices, particularly for vulnerable customers, can remove barriers to upgrading and in some cases may be requested by regulators.
Despite these measures, some customers will not upgrade in time. The immediate post-switch-off period is therefore critical. Many impacted users will reach out to call centres or visit retail shops to understand why their device is no longer working. Operators should ensure sufficient staffing and stock levels to handle this surge and enable rapid resolution for customers.
IoT issues
Beyond consumer handsets, operators must work closely with IoT users and service providers, which presents a complex challenge. Use cases include connected cars, smart meters and scanners (e.g. for connected gate entry systems at concert venues) with device lifespans typically much longer than that of mobile phones.
Operators sometimes have limited visibility of the function and capability of devices on their network. Running information sessions can be useful for contacting IoT stakeholders. For example, in Sweden, the operators and regulator jointly ran webinars in the lead up to 2G/3G switch-off including a session focussed on IoT and connected devices.1
Emergency calling considerations
Emergency calling is a critical service, but shutting down legacy networks has led to some users not being able to call emergency service providers. Operators and regulators must ensure users can still reach the emergency services, and that no one wrongly assumes their device is capable of making emergency calls.
Some VoLTE-enabled devices rely on 2G/3G networks for making emergency calls, even if they use VoLTE for everyday voice services. The reasons are not always clear. Behaviour can depend on a combination of device settings, handset software, hardware, SIM configuration and network settings.
Mitigating these risks requires extensive testing, data analysis and engagement with device manufacturers. Even then, it is difficult to achieve complete certainty about device behaviour and no one source of data can be trusted in isolation.
The risk is most acute for the final operator in a country to switch off 2G/3G. Emergency calls can typically be carried by any available network, meaning limitations in device capability may only become fully visible once the last legacy 2G or 3G network is decommissioned.
In both Australia and Sweden, the regulator mandated that handsets incapable of making emergency calls after switch-off must be blocked from mobile networks by the operators. This type of intervention may be necessary to prevent serious safety risks. Mobile operators were supportive of regulator-mandated intervention as consumers understood the motivation was public safety rather than any commercial considerations.
Expecting the unexpected
Even with robust planning and clear communication, unexpected issues will arise. Examples include IoT devices that are expected to function on 4G but still rely on elements of 2G/3G, or handsets that fail to make emergency calls without a clear technical explanation.
Operators should plan for a spike in customer queries and complaints following switch-off. This requires sufficient customer support capacity, along with targeted training to handle complex technical issues.
Phased switch-offs (e.g. by geographic region) can help manage these risks. They allow operators to identify issues early and apply lessons learned in subsequent phases, reducing overall disruption.
Key lessons
While there are clear benefits to retiring legacy networks, success depends on careful preparation. Operators must ensure that consumers, enterprises and IoT users understand how switch-off will affect them, particularly in relation to critical services like emergency calling.
Close collaboration with regulators, proactive communication, and strong operational readiness are essential. However, even the best planning cannot eliminate all risks. Operators must be prepared to respond quickly to unforeseen issues once networks are switched off.
[1] PTS, ‘The phase-out of 2G and 3G networks’, pts.se/internet-och-telefoni/teknikskifte/2g–och-3g-natens-avveckling, accessed 21 May 2026.
