3G SWITCH OFF

We'll be saying goodbye to 3G on a phased basis from February 2023 to move our entire 3G service onto our 4G and 5G networks.

We started phase 1 in February 2023 by switching off the 3G network in Limerick City.

We will be communicating further phases to our customers.

Please click on this link  to access our website information 

3G is the third generation of wireless mobile telecommunications technology that is over 20 years old.

3G was a big improvement on the speeds that are available on 2G, but now 4G and 5G offer much faster data speeds and better call quality.

By retiring 3G we can make more of these newer, faster technologies available to more people in more places. 

Most of our customer are already accessing our 4G and 5G services and there is no impact for them. Crucially, affected customers don’t need to worry as we have plenty of time to get them ready for 4G. Impacted customers will be contacted proactively before we shut off 3G In their location.

Things to check if in an impacted location:

1. Do they have a device that will work on 4G? Link below to check device compatibility Here
2. Do they have the correct device settings set up to supportservices on 4G?

If a customer has a 3G only handset, they will need to upgrade or use 2G.

Within Business, the Account Managers will be proactively discussing these activities with their customers as well as reviewing the full product portfolio. 

If they haven’t made the switch to 4G or 5G in an Impacted location, and they have a 3G phone, it’ll switch over to our 2G network.

We’ll do everything we can to make sure they benefit from the best possible connection. 

Yes, we have a table of offers available to customers who are directly impacted by the Upgrade programme. These offers are communicated directly to customers via CVM campaigns and are shared with you ahead of each offer going live. In addition to this, these offers are loaded onto customer’s accounts via NBA where possible – also interactions will be on customers’ accounts detailing which offer has been sent to them via SMS.  If a customer does not want to avail of the particular handset on offer to them then the agent can also use standard upgrade offers.

Upgrade Offer

An offer is assigned based on the customer segment, and if the customer qualifies, a €100 discount is applied to their handset purchase.

To review and access the offers available the agents can click under campaigns section of UFE and select Type: Upgrade.

Right to exit

Customers who have the right to exit, they will have received a message like the one below, available on UFE.  Informing about the right to exit:

CONTRACT CHANGE:  From 12th of September 2023, the 3G network in Galway City & Cork City is being upgraded to 4G/5G, and the 3G network will no longer be available. As a result, you may withdraw from your contract without penalty any time before 12/09/2023. Your current phone is using our 3G network for calls, texts and data. If you do not withdraw, please be advised that your phone will switch over to 2G. You will still be able to make and receive calls and texts. However, your data experience will be impacted. Please contact us on 1907 If you wish to exercise the right to exit. Full info https://n.vodafone.ie/network/3G-upgrade.html

These issues are BAU as per today's troubleshooting steps.

However, the key check is to see if a customer is in a 3G Switch Off location as this could be the main issue.

Call Issues:

1. Check set up for 4G Calling (VoLTE)
2. Check set up for Wi-Fi Calling (VoWIFI)
3. Check the version of the handset’s Operational system (ask the customer to update to the latest version).

Data Issues:

1. Check set up for 4G/5G connectivity     
2. Check the version of the handset’s Operational system (ask the customer to update to the latest version).

SMS Issues:

1. SMS will still send over the 2G network
   

Below is a list of locations that have no 3G available:

• Limerick City
• Cork City (4th of June 2024)
• Galway City (4th of June 2024) 
• Dublin City (27th of June 2024)