Traficom’s response to consumer concerns following the 3G switch-off could signal additional regulatory obligations for operators for the upcoming shutdown of 2G
Traficom is investigating consumer complaints into reduced mobile coverage following the 3G switch-off
On 9 January 2025, the Finnish Transport and Communications Agency (Traficom) announced its plans to investigate ongoing mobile coverage concerns in relation to the 3G network switch-off and discussed its work to date in coordination with operators to resolve issues. The regulator cited over 200 consumer complaints filed in 2024 as its cause for action. Traficom noted that increased media coverage of the 3G switch-off appears to have contributed significantly to consumer awareness of the completion of the process and the work of Traficom in regulating communications markets, resulting in a large spike in complaints received between September and December 2024. As part of its efforts to investigate reduced coverage, Traficom encouraged consumers to continue reporting issues and provide address-level location information wherever possible.
The regulator has been actively monitoring mobile coverage and continuity of service throughout operators’ switch-offs
Despite the increase in consumer complaints at the end of 2024, the process to switch-off 3G networks in Finland has been underway since 2023, with Elisa being the first operator to complete the process in November of that year. DNA completed its 3G switch-off in January 2024, with Telia being the last operator to do so, gradually completing the process during the course of 2024. During this period, Traficom conducted a series of field measurements to verify mobile coverage standards, which included working in close cooperation with officials in the South Savo, eastern and southeastern regions of the country where earlier reports were made of poor coverage. In detailing its investigation of coverage issues, the regulator also cited its earlier collaboration with the Emergency Response Centre Authority to ensure the continued functioning of emergency calling through the switch-off process, highlighting how emergency calling in Finland is not dependent on a single network technology and how consumers will be able to continue to place these calls even without a SIM card. To more effectively respond to coverage concerns raised by consumers, Traficom established a process in September 2024 for forwarding complaints directly to operators and setting deadlines for operators to report on what measures were put in place to resolve complaints.
While Traficom considers the causes of reduced coverage, the Government is looking ahead to the 2G switch-off
In considering the causes of reduced mobile coverage, Traficom discussed both the repurposing of 3G spectrum and the need for awareness and action by consumers. According to an earlier announcement, the regulator will conduct a study in 2025 on the state of efficient spectrum use following the switch-off but has noted that this spectrum can act as an opportunity for operators to improve the overall capacity of 4G and 5G networks as well as the speed of connections. Traficom also highlighted the need for consumers to ensure that they are using a 4G/5G capable device. According to our 2G/3G Switch-off benchmark in our Mobile Telecoms Tracker, Elisa committed to notifying consumers directly if they needed to upgrade an outdated SIM card as part of its switch-off plans. Generally, Traficom allowed for the 3G switch-off to proceed as an operator-led effort, in contrast to the Finnish Government’s plans for a more tightly regulated 2G switch-off in the coming years. Operators will be required to give ample notice to Traficom of plans to begin the process to switch-off 2G networks, which may begin no earlier than the end of 2029. Given the regulator’s continued work to respond to consumer complaints following the completion of the 3G switch-off, additional consumer protection measures introduced in advance of the 2G switch-off, which is more likely to impact a range of non-telephony devices including water and electricity meters, would not be surprising.
