• What do I need to use Voice over LTE (VoLTE)?
• How to turn on VoLTE on a Samsung phone
• How to turn on VoLTE on an iPhone
• Devices compatible with VoLTE
• Alcatel
• Apple
• Google
• HMD
• Huawei
• LG
• Motorola
• Nokia
• OPPO
• Samsung
• TCL
• Vodafone
• Does VoLTE cost extra or use my mobile data?
• How do I know when I'm using VoLTE?
• Can I use VoLTE to call emergency services?

 

What do I need to use Voice over LTE (VoLTE)?

To make calls over 4G, you need:

• A VoLTE-compatible phone;
• VoLTE and 4G turned on in your phone settings; and
• To be inside our 4G mobile coverage area.

 

How to turn on VoLTE on a Samsung phone

If you have a Samsung device, Voice over LTE should automatically be enabled. To manually enable, go to Settings > Mobile Networks.

 

 

How to turn on VoLTE on an iPhone

If you have an Apple device iPhone 6 or later, Voice over LTE should be automatically enabled. To manually enable, go to Settings > Mobile > Mobile Data options > Voice and Data.

 

 

Devices compatible with VoLTE

This list applies to current Apple and Android devices purchased in Australia. If you either (a) purchased a device that is not part of this list (b) purchased your device overseas, or (c) purchased a Samsung, Sony or HTC device from another Australian telecommunication provider before 2017, your device may not be VoLTE compatible on our network. Make sure you check your device model and your tax invoice for the location of purchase, as applicable, to determine if your device is VoLTE compatible.

 

Alcatel

• 1 2019 4G 
• 1B 2020 4G
• 1V 2020 4G
• 1S 2021 4G 
• 3L 2020 4G

 

Apple

• iPhone 11/iPhone 11 Pro/iPhone 11 Pro Max
• iPhone 12/iPhone 12 mini/iPhone 12 Pro/iPhone 12 Pro Max
• iPhone 13/iPhone 13 mini/iPhone 13 Pro/iPhone 13 Pro Max
• iPhone 14/iPhone 14 Plus/iPhone 14 Pro/iPhone 14 Pro Max
• iPhone 15/iPhone 15 Plus/iPhone 15 Pro/iPhone 15 Pro Max
• iPhone 16/iPhone 16 Plus/iPhone 16 Pro/iPhone 16 Pro Max/iPhone 16e
• iPhone 17/iPhone 17 Pro/iPhone 17 Pro Max/iPhone 17e
• iPhone 6/iPhone 6 Plus/iPhone 6s/iPhone 6s Plus
• iPhone 7/iPhone 7 Plus
• iPhone 8/iPhone 8 Plus
• iPhone Air
• iPhone SE/iPhone SE 2020/iPhone SE 2022
• iPhone X/iPhone XR/iPhone XS/iPhone XS Max
• iPad Air 11" (M4)/iPad Air 13" (M4) 
• Watch SE/Watch SE (2nd gen) (GPS + Cellular)
• Watch Series 3/4/5/6/7/8/9/10 (GPS + Cellular)
• Watch Ultra/Ultra 2 (GPS + Cellular)
   

Google

• Pixel 3/Pixel 3 XL/Pixel 3a
• Pixel 4/Pixel 4 XL/Pixel 4a
• Pixel 5    
• Pixel 6/Pixel 6 Pro/Pixel 6a
• Pixel 7/Pixel 7 Pro
• Pixel 8/Pixel 8 Pro
• Pixel 9/Pixel 9 Pro/Pixel 9 Pro XL/Pixel 9 Pro Fold/Pixel 9a 5G
• Pixel 10 Pro XL

 

HMD

• Pulse+ 4G
• Pulse Pro 4G

 

Huawei

• P30 4G/P30 Pro 4G

 

LG

• K42 4G
• Velvet 5G

 

Motorola

• Moto e7 4G/Moto e7 Power 4G
• Moto e13 4G
• Moto e14 4G
• Moto e22i 4G
• Moto edge20 fusion 5G
• Moto edge30 5G/Moto edge30 pro 5G
• Motorola edge 50 fusion
• Moto g 5G Plus
• Moto g8 4G
• Moto g10 4G
• Moto g14 4G
• Moto g34 5G
• Moto g35 5G
• Moto g50 5G
• Moto g56 5G
• Moto g62 5G

 

Nokia

• 110 4G
• 1 Plus 4G
• 8 4G
• C01 Plus 4G
• C02 4G
• G21 4G
• XR20 5G

 

OPPO

• A16s 4G
• A38 4G
• A57 4G
• A60 5G
• A6x 5G
• A91 4G
• AX5 4G
• Find X2 Lite 5G
• Find X5 5G/Find X5 Lite 5G/Find X5 Pro 5G
• R15 Pro 4G
• R17 Pro 4G
• Reno Z 4G
• Reno8 5G

 

Samsung

• Galaxy A05s 4G
• Galaxy A11 4G
• Galaxy A12 4G
• Galaxy A13 4G/Galaxy A13 5G
• Galaxy A14 4G/Galaxy A14 5G
• Galaxy A16 4G/Galaxy A16 5G
• Galaxy A17 4G/Galaxy A17 5G
• Galaxy A20 4G
• Galaxy A22 5G
• Galaxy A30 4G
• Galaxy A32 5G
• Galaxy A33 5G
• Galaxy A34 5G
• Galaxy A35 5G
• Galaxy A36 5G
• Galaxy A51 4G
• Galaxy A52 5G/Galaxy A52s 5G
• Galaxy A53 5G
• Galaxy A55 5G
• Galaxy A56 5G
• Galaxy A70 4G
• Galaxy A71 5G
• Galaxy A73 5G
• Galaxy A8 4G
• Galaxy Fold 4G
• Galaxy Note10 4G/Galaxy Note10+ 4G
• Galaxy Note20 5G/Galaxy Note20 5G/Galaxy Note20 Ultra 5G
• Galaxy Note8 4G
• Galaxy Note9 4G
• Galaxy S8 4G/Galaxy S8+ 4G
• Galaxy S9 4G/Galaxy S9+ 4G
• Galaxy S10 4G/Galaxy S10+ 4G/Galaxy S10e 4G
• Galaxy S20 4G/Galaxy S20 5G/Galaxy S20 FE 4G/Galaxy S20 FE 5G/Galaxy S20 Ultra 5G/Galaxy S20+ 4G/Galaxy S20+ 5G
• Galaxy S21 5G/Galaxy S21 Ultra 5G/Galaxy S21+ 5G/Galaxy S21 FE 5G
• Galaxy S22 5G/Galaxy S22 Ultra 5G/Galaxy S22+ 5G
• Galaxy S23 5G/Galaxy S23 Ultra 5G/Galaxy S23+ 5G/Galaxy S23 FE 5G
• Galaxy S24/Galaxy S24 Ultra/Galaxy S24+/Galaxy S24 FE 5G
• Galaxy S25/Galaxy S25 Ultra/Galaxy S25+/Galaxy S25 Edge/Galaxy S25 FE
• Galaxy S26/Galaxy S26 Ultra/Galaxy S26+
• Galaxy Tab A 8.0 2017 4G/Galaxy Tab A 10.1 4G/Galaxy Tab A 10.5 2018 4G
• Galaxy Tab A7 2020 4G
• Galaxy Tab A8 10.5 4G
• Galaxy Tab A9+ 5G
• Galaxy Tab A11+ 5G 
• Galaxy Tab S4 4G
• Galaxy Tab S5e 10.5 4G
• Galaxy Tab S6 10.5 4G
• Galaxy Tab S7 11.0 4G/Galaxy Tab S7+ 12.4 5G
• Galaxy Tab S8 11.0 5G/Galaxy Tab S8+ 12.4 5G/Galaxy Tab S8 Ultra 14.6 5G
• Galaxy Tab S9 11.0 5G/Galaxy Tab S9+ 12.4 5G/Galaxy Tab S9 Ultra 14.6 5G
• Galaxy Tab S10 FE 10.9 5G/Galaxy Tab S10 FE+ 13.1 5G/Galaxy Tab S10+ 12.4/Galaxy Tab S10 Ultra 14.6
• Galaxy Tab S11 Ultra
• Galaxy Watch 4G
• Galaxy Watch Active2 4G
• Galaxy Watch3 4G
• Galaxy Watch4 4G/Galaxy Watch4 Classic 4G
• Galaxy Watch5 4G/Galaxy Watch5 Pro 4G
• Galaxy Watch6 4G/Galaxy Watch6 Classic 4G
• Galaxy Watch7 4G
• Galaxy Watch8 4G/Galaxy Watch8 Classic 4G
• Galaxy Watch Ultra 4G/Galaxy Watch Ultra 2025 4G
• Galaxy Z Flip 4G/Galaxy Z Flip3 5G/Galaxy Z Flip4 5G/Galaxy Z Flip5 5G/Galaxy Z Flip6/Galaxy Z Flip7/Galaxy Z Flip7 FE
• Galaxy Z Fold2 5G/Galaxy Z Fold3 5G/Galaxy Z Fold4 5G/Galaxy Z Fold5 5G/Galaxy Z Fold6/Galaxy Z Fold7

 

TCL

• 20 Pro 5G/20 R 5G
• 305 4G

 

Vodafone

• Smart E9 4G
• Smart N10 4G
• V Flip 4G
• V Lite 4G
• V Lite 2 4G
• V Lite 3 4G
• V One 4G
• V Pro 4G
• V Pro 2 4G
• V Pro 3 4G
• V Smart 4G
• V Smart 2 4G

 

Does VoLTE cost extra or use my mobile data?

No. Voice over LTE is charged in the same way as all other voice calls and doesn’t use your mobile data.

 

How do I know when I'm using VoLTE?

If you’re using an iPhone, ‘4G’ will be displayed in the status bar when using Voice over LTE.

If you’re using an Android device, ‘VoLTE’ will be displayed in the status bar beside the 4G icon.

 

Can I use VoLTE to call emergency services?

To keep you safe phones must support Triple Zero (000) calling over 4G (using VoLTE) in the event of an emergency. This is a legal requirement for all phones sold in Australia. Older 3G handsets, as well as some newer 4G/5G handsets (including those purchased overseas or from a retailer selling imported phones), do not meet these standards.

If your phone is on our list of Approved Devices, you should be able to call emergency services over VoLTE.

From 28 October 2024, if you have a device that is not able to make Triple Zero (000) calls, TPG is legally required to stop these mobile phones from accessing the TPG mobile network. This means you will not be able to make or receive calls/texts or use data on the TPG mobile network from this date.

If you have received an SMS and/or email with instructions to update your device’s software or replace it immediately to be able to access emergency 000 calls, see this information.

Note: If you have a Samsung device, you may need to update it several times until your device says 'Your software is up to date' to ensure you can call emergency services.

• Other nbn® providers
• TPG nbn® services
• Still can’t find your nbn AVC ID?

 

Other nbn® providers

You may find your current provider's instructions for locating your AVC ID on these pages:

• AGL: See "AVC ID and where to find it" on https://www.agl.com.au/help-support/account-setup-management/check-internet-plan-details
• Amaysim: https://www.amaysim.com.au/help/nbn/getting-started/where-can-i-find-my-avcid
• Aussie Broadband: https://www.aussiebroadband.com.au/help-centre/internet/what-is-avc-and-why-does-it-matter/
• Belong: https://www.belong.com.au/support/internet/manage-account/whats-an-avc-id-and-where-do-i-find-it
• Buddy Telco: See "What is an AVC ID?" on https://www.buddytelco.com.au/help/
• Compare Broadband: https://www.comparebroadband.com.au/broadband-articles/nbn-id14/what-is-an-avc-id-id2234/
• Dodo: https://www.dodo.com/support/internet/technical-advice#how-do-i-find-my-avc-id
• Foxtel: See "How do I find my AVC ID?" on https://help.foxtel.com.au/s/article/a7V2P00000001zJUAQ/foxtel-broadband
• iiNet: https://help.iinet.net.au/nbn-avc-id
• iPrimus: https://support.iprimus.com.au/internet/nbntm#how-do-i-find-my-avc-id
• Kogan: https://www.koganinternet.com.au/nbn-avc-id
• Mate: https://www.letsbemates.com.au/mate/faq/what-is-an-avc-id/
• Maxo: https://www.maxo.com.au/support/nbn-services/how-do-i-find-my-avc-id
• More Telecom: Search "AVC ID" at https://more.com.au/help-and-faqs
• Optus: https://www.optus.com.au/support/answer?id=20331
• Origin Energy: https://www.originenergy.com.au/help-support/internet-products-and-services/account-management/what-is-an-avc-id
• Solitary Technology: https://solitarytech.com.au/2024/12/09/what-is-an-avc-id-and-how-can-i-find-it/
• Swoop: https://www.swoop.com.au/blog/what-is-an-nbn-avc-id/
• Tangerine: https://www.tangerine.com.au/help/how-do-i-find-my-avc-id
• Telstra: https://www.telstra.com.au/support/internet-and-home-phone/avc-id

 

TPG nbn® services

If you have a TPG service, your nbn AVC ID is on your invoice. You can get a copy of your invoice at any time in My Account. Learn more.

In the Description section, look for “Access Service ID (AVC ID)” listed under your nbn charge:

 

Still can’t find your nbn AVC ID?

Contact your current nbn provider and they can tell you.

• Set up your Pocket Wi-Fi® 4
• Change the Wi-Fi name and password on the Pocket Wi-Fi® 4
• Troubleshooting
• No connection to the internet
• Factory reset the Pocket Wi-Fi® 4

 

Set up your Pocket Wi-Fi® 4

1. Insert the SIM with the chip side facing down and the notched side facing out.
2. Use the power cable to connect the Pocket Wi-Fi® 4 to a power outlet and turn it on.
3. Once the Pocket Wi-Fi® 4 is fully charged, press and hold the Power button to turn it on. The Pocket Wi-Fi® 4 will automatically search for a mobile network.
4. To connect devices over Wi-Fi, you'll find the default Wi-Fi name (SSID) and password (Wi-Fi Key) on the barcode sticker which is visible while the Pocket Wi-Fi® 4's back cover is removed:
   

 

Change the Wi-Fi name and password on the Pocket Wi-Fi® 4

1. On a device that's connected to your Pocket Wi-Fi®4, open your web browser and go to https://192.168.0.1 pr https://pocket.wifi
2. Log in with the default password “admin”, or use your custom password.
    
   Don’t remember your custom password? A factory reset will return it to the default password.
3. In the Pocket Wi-Fi tab, select Wi-Fi > Security.
4. Enter your new Wi-Fi network name in the SSID field.
5. Enter your new Wi-Fi password in the Key field.
6. Hit Save to finish, then reconnect your devices with your new Wi-Fi password.

 

Troubleshooting

No connection to the internet

1. Make sure the Pocket Wi-Fi® 4 is turned on and has sufficient battery charge.
    
   Press the Power button to bring the Pocket Wi-Fi® 4 out of sleep mode.
2. Make sure you're in an area with TPG mobile coverage.
3. Restart the Pocket Wi-Fi®.
4. The Pocket Wi-Fi® can support a maximum of 10 devices. You can disconnect some devices by simply turning them off.

 

Factory reset the Pocket Wi-Fi® 4

1. While the Pocket Wi-Fi® 4 is on, take off the back cover and find the reset button.
   
2. Using a pen or paper clip, press the rest button and hold it down for 5 seconds.
3. Replace the battery cover and wait for the Pocket Wi-Fi® 4 to restart with factory default settings.

• Other emergency numbers
• Device information
• Location information
• What it costs

 

Other emergency numbers

• Text Emergency Call - 106 text emergency call. You can call from teletypewriters. Tell us which service you need and where to come to.
• Storm and flood assistance – call 132 500
• Fire – other than in an emergency, contact your state or territory service.
• Emergencyplus – Download and read about the emergencyplus application.
• Police – call 131 444 for police other than in an emergency
• Crime Stoppers – call 1800 333 000 to help solve a crime
• Poisons Information Centre – call 13 11 26

There's more information about emergency calls on the federal government's triple zero website.

Advances in technology have improved the range of accessible services for people who are deaf, hard of hearing or have a speech impairment. For more information, check out Access Hub.

If you dial 112 while you're in a coverage area overseas, you'll be connected to the emergency service for that location. You can also check Smartraveller for details on the destination you are visiting too, as they will have their own Emergency Service Numbers.

 

Device information

In Australia emergency calls to Triple Zero can be made with or without an active SIM in your phone.

If your phone does not have access to the TPG network you may still be able to make an emergency call on another mobile network, which is why you may see 'Emergency calls only' or similar on the screen.

Emergency calls can be made wherever your phone can see any mobile telecommunications network, however if you are travelling in a rural or remote area you should not rely upon your mobile phone to make an emergency call as there may be no mobile telecommunications network available, instead you should have other means of communications such as a satellite phone and for emergencies, carry an emergency beacon.

When calling an emergency call number, information such as your number, name and service location (where available) will be disclosed to the emergency call person (the operator) and the emergency service organisations, regardless of your caller ID settings.

Using a device other than an approved device with the latest software may impact your ability to call emergency services.

If you have received an SMS and/or email with instructions to update your device’s software or replace it immediately to be able to access emergency 000 calls, see this information.

Note: If you have a Samsung device, you may need to update it several times until your device says 'Your software is up to date' to ensure you can call emergency services.

 

Location information

Location information is critical in providing emergency services to provide the necessary service. In particular, the ability to provide enhanced location information is important where the caller may be unable to identify their location.

In the event of making an emergency call we will supply relevant location information to the emergency call person and the relevant emergency service organisation (police, fire or ambulance) to enable them to corroborate your location. We use a range of technical solutions to do this and they are constantly being reviewed and improved. These include:

• Push Mobile Location Information (MoLI). MoLI is the location of the cell site from which a mobile call to Triple Zero is made. This is supplied to emergency services for all emergency calls.
   
• Advanced Mobile Location (AML). AML is technology that allows mobile devices to send a location estimate when a call is made to Triple Zero. This improved outcomes for mobile callers in Australia and has the potential to save lives, as it is doing in the countries in which it has already been deployed.

For more information about AML, head to the federal government's triple zero website.

 

What it costs

There is no charge for calls made to emergency services regardless of whether your service is active or inactive.

• Protecting yourself and your personal information
• Tips to help keep your information secure
• What is Phishing?
• How to tell whether a call you’ve received is legitimate
• Frequently asked questions
• What is TPG doing to ensure the safety of my personal information and data?
• What information of mine do you have in your system?
• Who can see my personal information and data?
• I am no longer an TPG customer, can you delete my personal information and data?
• What can I do to protect myself against fraud?
• I transfered my Optus mobile number to TPG and now want to change my number. Will this affect my credit file?
• Can I make my service non-transferable and ban SIM swaps?
• Can you make sure that no additional services or connections are created in my name?
• How do I know if it’s safe to send my photo ID through to TPG?

 

Protecting yourself and your personal information

TPG is continuing to take important measures to protect your information, but there are also tactics you can use to protect yourself and reduce your risk of becoming a victim by understanding how to spot a suspicious email, call or SMS.

 

Tips to help keep your information secure

• Do not provide your password, or one-time passcodes to someone who called you.
• Don’t hesitate to question the legitimacy of a caller. If you ever receive a call claiming to be TPG and you are unsure of the legitimacy, hang up and call us on 13 14 23.
• Double check the sender of an email before responding or clicking on any links.
• Please ensure all of the details in an order confirmation SMS are correct before responding. Decline even if there is a slight discrepancy.
• When chatting to us on social media, always look out for the blue tick.
• While on our website, you may receive a pop up asking you to chat with us, please ensure you are always using the official TPG website.

 

What is Phishing?

Phishing is a method used by criminals to obtain your sensitive information such as your mobile number, date of birth, passwords, and security codes.

 

Different methods include:

• SMS and emails posing as having come from legitimate companies asking you to click on links & fill out your security, personal or payment details.
• Scammers may call you posing as your telecommunications provider offering a free phone or a sizeable discount on a device. They will phish for your personal details such as your PIN, your password, or your one-time passcodes. This enables the scammers to impersonate you or gain access to your online accounts to phish for additional private information or to process orders on your behalf. If successful, the scammer may call you again posing as TPG requesting your credit card details to provide a refund or compensation for the fraud.
• Online browser pop up scams that entice customers with the possibility of winning a prize.
• Calls pretending to be from various reputable organisations like a government agency, bank, or energy company, that either threaten action against you or offer heavily discounted or free products to scare or entice customers into voluntarily disclosing their security, personal or payment details.

 

How to tell whether a call you’ve received is legitimate

• When we call you, we will not ask for a one-time passcode sent to your mobile or email, to verify you.
• We will never call you and ask for your credit card details for refunds, reimbursements, or compensation.
• Any refunds or reimbursements will only be provisioned through your original method of payment.
• We will never call you from a private number.
• If you order a device over the phone or online, we will send you a confirmation SMS with the details of your order including your preferred delivery address.
• We will never proactively reach out to you on social media, we will only ever respond to you, if you contact us.

 

Frequently asked questions

What is TPG doing to ensure the safety of my personal information and data?

We take cybersecurity extremely seriously at TPG and continue to make significant investments to help protect our customers and their personal information. Our Cyber Defence and Response Centre provides around-the-clock event monitoring, threat protection and intelligence, to help protect customer’s data and our services against online security threats.

TPG has processes and procedures in place to manage the security of its customer data and help protect it from unauthorised use, access, modification or disclosure. These include a range of physical and electronic security measures. We also use multi-factor authentication for complex and more involved customer service transactions which you can read about in our support article.

 

What information of mine do you have in your system?

There are requirements under the Privacy Act, and other legislation, about what information we are required to keep. You can see more information regarding our Privacy Policy on our Privacy Policy page. If you wish to request a copy of your information listed with us, you can complete the Personal Information Request form via the above link.

 

Who can see my personal information and data?

Our customer’s privacy is extremely important to us.  Customer personal information can only be seen and used by staff who need it to do their jobs and provide services to you.

 

I am no longer an TPG customer, can you delete my personal information and data?

If we no longer need personal information for the purpose for which it was collected, and if Australian law does not require us to retain that personal information, we are required to destroy or de-identify the information in line with the Privacy Act.

We have strict measures in place to ensure that your personal information can only be seen and used by staff who need it to do their jobs. You can see more information regarding our Privacy Policy on our Privacy Policy page.

 

What can I do to protect myself against fraud?

Watch out for suspicious calls, SMS and emails asking for your personal information. It is always best to contact the legitimate company if you’re unsure. If you suspect you’ve been a victim of fraud, you should immediately contact your financial service provider. We also have tips on how to keep your personal details safe in our Security Information article.

You can also find valuable information on how to protect yourself from fraud at the websites for the Office of the Australian Privacy Commissioner and Scamwatch.

 

I transfered my Optus mobile number to TPG and now want to change my number. Will this affect my credit file?

We can assist you with changing your mobile number. Simply changing your mobile number will not affect your credit file. However, we will need to place an enquiry on your credit file if you have requested a new service and a credit check is applicable. To change your number, please contact us on 13 14 23.

 

Can I make my service non-transferable and ban SIM swaps?

All service providers have obligations before accepting a transfer request. If someone requests your number to be transferred to us, a 2-way SMS is sent to the number that is being transferred. The transfer will only proceed if the SMS is responded to with the correct code. If you receive a message to transfer your service to another provider that you did not request, please do not respond to the message, and contact your provider as soon as possible. If you receive a message from another provider and you’re with us, contact the provider to request the transfer request is cancelled and let us know.

Keep in mind we are held to industry regulations which don’t allow us to stop numbers being transferred away from us. We are required to give customers freedom of choice for their mobile provider and are not permitted to stop a request to transfer a number out from our network.

SIM swaps can only be processed either through a secure link sent directly to your mobile number. If you receive a link to log in to My Account that you didn’t request, please let us know. It’s important be on the look-out for calls or messages requesting information, if this happens, please do not provide your personal information or any links.

 

Can you make sure that no additional services or connections are created in my name?

We have multi-factor-authentication (MFA) in place for the more involved or complex service requests, to protect your account and information. Before you can add an additional service to your account, we will send you a one-time code before allowing the transaction to proceed. You can read more about MFA in our article.

 

How do I know if it’s safe to send my photo ID through to TPG?

Sometimes if we’re unable to verify you and you can’t visit a store, or you’re activating a new service, we may need you to provide documentation so that we can verify you to assist with account queries. We have strict requirements about the use and protection of your details. We have strict measures in place to ensure that your personal information can only be seen and used by those who need it to do their jobs.

• Important information about emergency calls to Triple Zero (000)
• We have switched off our 3G network
• Frequently asked questions
• What do I need to do?
• Why did the 3G network close?
• What devices are affected by the 3G closure?
• Will 4G/5G network coverage differ from 3G coverage?
• Does this only affect phones? 
• What is VoLTE and how do I switch it on?
• What should I do with my old 3G device?
• I have a TPG mobile plan that uses the Optus network – what do I need to do?

 

We have switched off our 3G network

TPG switched off its 3G network on 15 December 2023 to focus on our 4G network that now covers more than 24 million Australians and our state-of-the-art 5G network that is stronger than ever.

Starting end of October 2024, 3G network users may not be able to make an emergency call to Triple Zero (000). You may opt for an upgrade to a 4G and 5G compatible device or check if your current device will be affected by this change.

Some devices may not be able to make emergency calls to Triple Zero (000) once all 3G networks in Australia close (expected to be October 2024). Depending on the device, you may need to upgrade your device to a compatible 4G or 5G approved device or update your device software.

For more information about this industry-wide change, The Australian Mobile Telecommunications Association (AMTA) has launched www.3Gclosure.com.au to provide Australians with the key facts and information they need to prepare for the upcoming 3G network closures.

 

Frequently asked questions

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 did the 3G network close?

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. 

TPG's licence to access the 3G spectrum (the invisible electromagnetic frequencies that transmit mobile data) is set to expire in mid-2024.  Although most customers rarely need to access 3G, we want to make sure customers have the appropriate notice and offer support to those who need assistance.

 

What devices are affected by the 3G closure?

All phones, tablets and mobile broadband devices must be 4G/5G compatible and have VoLTE turned on in the settings to continue using our service after the 3G shutdown.

Some older 4G phones that don’t have a feature called “VoLTE” won’t be able to make and receive voice calls after the 3G shutdown.

 

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. 

You might need to turn the VoLTE setting ON. Please check your device manufacturer’s support website if you are unsure of your device’s specific capabilities.

 

Android devices

If you have a Samsung device, Voice over LTE should automatically be enabled. If you’ve previously disabled VoLTE and want to re-enable it, or would like to check if it’s enabled on your Android device, please go to your Settings > Mobile Networks.

 

Apple devices

If you have an Apple device iPhone 6 or later, Voice over LTE should be automatically enabled. To check this or manually enable it, please go to the settings in your iPhone – Settings > Mobile > Mobile Data options > Voice and Data.

 

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.

 

I have a TPG mobile plan that uses the Optus network – what do I need to do?

If you got your TPG mobile plan before 12 July 2021, see our Optus 3G Network Closure FAQ for TPG customers.