Poverty Alliance Warn Vulnerable Users at Risk from UK 2G and 3G Mobile Switch Off

A new report from the Digital Poverty Alliance (DPA) has warned that the ongoing switch-off by mobile operators Vodafone / Three UK, EE and O2 of legacy 3G and 2G networks “exposes a deep fault line in digital inclusion,” which they say could risk disconnecting vulnerable users (e.g. those with telecare systems and safety devices) from essential communication and support.

Most of the major mobile network operators have already switched off their 3G mobile (mobile broadband) services, with O2 due to complete their own process this year. The change frees up radio spectrum so that it can be used to further improve the network coverage and data speeds of more modern 4G and 5G networks, as well as future 6G services. The switch-off also reduces the operators’ costs and power consumption.

Broadly speaking, most of the 3G switch-off process appears to have been fairly uneventful, although that isn’t too surprising because 3G was always a bit more data-focused than 2G and struggled its way into the market. The technology thus ended up being rapidly superseded once 4G arrived. Not to mention that mobile operators did provide a fair amount of support during the switch-off process.

The next step will be to switch-off the ancient 2G network, which will be a slower process because it remains necessary for various devices (e.g. Energy Smart Meters / IoT) and as a fallback in areas of poor 4G and 5G signals. O2 has already started this process, although they won’t completely switch it off for several more years. EE then aims to switch it off from May 2029 and VodafoneThree plans to achieve the same outcome during 2030 (Three UK doesn’t have a 2G network).

However, the DPA’s latest policy brief – 2G/3G Switch-Off: Readiness and Risk – examines what this shift means for households already facing digital poverty and warns that, without targeted support, the phase-out “could sever a digital lifeline” – cutting people off from family, healthcare, and emergency systems that depend on older connectivity.

The report does note that some providers, such as O2, are “taking positive steps“, like offering free 4G-ready handsets to customers at risk of losing service. “But isolated good practice cannot replace coordinated national action,” said the brief.

Elizabeth Anderson, CEO of the Digital Poverty Alliance, said:

“As the UK moves toward retiring its 2G and 3G networks, we cannot allow progress to come at the cost of connection. The people most at risk are often those least able to upgrade – older adults, those on low incomes, and individuals who depend on telecare for safety. Unless action is taken now, the switch-off could disconnect exactly those who rely on these systems the most.”

In response, the DPA has published a series of recommendations for the UK government, regulators, and industry to ensure the transition is “inclusive and equitable” through practical measures.

DPA Recommendations

• Providers should supply upgraded telecare devices, including installation, at no additional cost.

• Free replacement and installation of security alarms that currently rely on 2G or 3G networks.

• Providers should offer affordable upgrade paths or price-match older 3G contracts for customers in digital poverty.

• Government and industry must coordinate offline awareness campaigns to reach those without digital access.

• Digital inclusion and vulnerability training should be mandatory for frontline provider staff.

• Free, community-based digital skills training should accompany any device upgrade schemes.

The report seems to suggest that mobile operators should be the ones to supply and install “upgraded telecare devices” for free, which is obviously not their field and is more the responsibility of the telecare industry – one that has often failed to ensure the hardware they supply works properly with modern networks. A similar issue existed with the legacy phone (PSTN) switch-off and telecare providers have since stepped up their involvement to help solve that alongside network operators.

Clearly the 2G switch-off process is going to require a lot more handholding than it did with 3G, which isn’t surprising given the wider context of its use. This is exactly why mobile operators are working to a much more gradual and graceful retirement of 2G than we saw with 3G.