o2 2g/3G switch off

Below you’ll find all the information you might require regarding the update to the EE Voicemail system, commencing 5th February 2025.

WHAT'S
HAPPENING

O2 will start shutting down 3G network and restricting its 2G network this year.

By retiring these older technologies, the freed-up radio frequencies can be repurposed for faster, more energy-efficient 4G and 5G services.

The first major shutdown is happening on 1st April in Durham. Another (as yet) unidentified location in the south of England will follow in 2025, with the bulk of activity taking place in 2026.

what does
this mean?

Customers with older devices or SIM cards that are not compatible with newer networks will no longer be able to make calls, send texts, or use mobile data in areas affected by the switch off and will need to upgrade to a newer device or SIM card.

Since we cannot specifically target customers in Durham, our approach will cover all customers.

This presents a great opportunity to upsell, as affected users will need to upgrade before the year’s end – if not sooner – as O2 plans to shut down 2G and 3G in various cities throughout 2025

Frequently asked questions

What does 3G, 4G or 5G mean?

3G is the third generation of wireless mobile telecommunications technology that lets customers make and receive calls and texts, and access basic data services to get online. 4G and 5G technologies that are faster and more reliable than 3G, giving users a much better mobile experience.

What if I don’t want to upgrade my device

Once live, customers will access the new voicemail the exact same way they accessed the previous system.

Voicemail is conditionally enabled by default on all services.

What will happen if a customer doesn’t get a new handset or SIM as needed?

If they continue using an old SIM they will lose access to voice, SMS, and data services. If they use a non 4G compatible device, they will still be able to make calls and send texts but will not have access to mobile data.

How do we get customers new SIMs? Are SIM swaps needed?

SIMs can be ordered as usual via partners on the V4 portal. A SIM swap will be required for affected customers, and they will also need to update their APN settings.

Are Boostboxes impacted?

Yes, Boostbox users will need to find an alternative solution. Unfortunately, we don’t have visibility into which customers are using them, so partners will need to collaborate directly with their customers to address this.

I want to leave my contract free of charge

As per the following clause in the contract, we cannot allow customers to leave free of charge as it is their responsibility to have a suitable equipment so ensure their service works as expected

Technical compatibility. Certain elements of the Services are dependent on the Customer having suitable Equipment. If the Customer is unable to provide such Equipment, some Services may not function correctly (“Affected Services”). plan.com will have no liability for the Affected Services and may be unable to provide the Customer with those Affected Services and the Customer will still be responsible for the Charges relating to those Affected Service.

What are the opportunities?

The 3G switch-off may bring uncertainty for some customers, but it’s a great opportunity to enhance their mobile experience. Upgrading to 4G and 5G means faster speeds, better reliability, and access to more services like MMS, visual voicemail, and improved roaming. It also gives partners the chance to re-engage with customers, ensure they’re on the best tariff, and showcase the benefits of my.plan – all while driving device and SIM upgrades to future-proof.

Customer Support

Our experienced team of Customer Support Executives is on-hand to provide personalised support for all plan.com customers. Our phone lines are open weekdays 8am – 8pm and weekends 8am – 5pm. We aim to respond to emails and voicemails within 24 hours.