As legacy networks are shut down, effective communication should ensure consumers are protected and lessen the scope for further regulatory intervention
2G and 3G networks will be shut down by 2033: On 2 February 2023, Ofcom outlined what it expects from mobile operators when they switch off their 2G and 3G networks. Switch-offs will happen over the next 10 years and will support the rollout of faster and more reliable 4G and 5G networks, including by freeing up spectrum for more advanced mobile services. Operators are making their own decisions on the timing and process of their switch-offs, but have confirmed with the UK Government that they will be completed by 2033 at the latest. Vodafone will begin its phased 3G switch-off later this month, with EE and Three expected to shut down their 3G networks in 2024. While Ofcom does not have a formal role in the switch-off process, it wants to ensure that consumers are treated fairly and can continue to access the services they need.
The regulator has four main recommendations for industry: Ofcom has set out its expectations of operators as they approach implementing switch-offs:
Consumers should not experience a reduction in coverage. Ofcom notes that EE, Three and Vodafone have committed to offering an equivalent level of coverage after the 3G and subsequent 2G switch-offs, and expect Virgin Media O2 to follow suit;
Operators should explain within contracts when the service being purchased will no longer work because of the switch-off and that the customer will need a 4G-capable handset after that date;
Operators should give customers three to six months’ notice of the need to upgrade their device, and provide additional support to vulnerable individuals, potentially including discounts on replacement handsets; and
Operators should identify other devices, such as telecare alarms and payment terminals (which may also use ‘roaming SIMs’), that will be affected by switch-offs, and raise awareness with suppliers and consumers.
Ofcom is right to focus on communication and transparency: Most people now own a 4G-capable (and increasingly a 5G-ready) device, and they should not be affected by operators’ forthcoming network closures. However, customers using older phones and some other types of device will need to replace or update them. Encouragingly, Ofcom’s expectations of telcos place an emphasis on effective communication and transparency, particularly for vulnerable users. As our research has shown, this is a sensible approach. Communication campaigns minimise disruption for consumers and have played an important role in regulators’ decisions to authorise network sunsets. Ample notice periods for switch-off and extensive communication via a number of channels (some operators have even visited the most vulnerable customers in person) can also ensure regulators feel less of a need to intervene in the process.
