Virgin Media O2 Joins Age UK to Help Raise Awareness of 3G Switch-Off

Mobile operator O2 (Virgin Media) has this morning announced that they’ve partnered with leading charity, Age UK, to help raise awareness of the 3G switch-off and provide customers using older devices with “tailored guidance and support” to help with the transition to more modern (4G, 5G) networks.

Just to recap. O2 started the process of switching off their older 3G mobile (mobile broadband) network in March 2025 (here and here), which is due to reach completion by the end of 2025. After that it will separately also take them several years to completely retire their even older 2G service (here) as it remains necessary for various devices (e.g. Energy Smart Meters), as well as a fallback in areas of poor 4G and 5G signals.

The 3G switch-off will free up radio spectrum so that it can be used to further improve the network coverage and mobile broadband performance of more modern 4G and 5G networks, as well as future 6G services. The change will also reduce the operators’ costs and power consumption.

At present O2 already has a programme running alongside their 3G switch-off that works to notify customers of the change and support those who need help, particularly users who have been identified as using incompatible devices. Various discounts, free device upgrades for vulnerable users and tariff upgrades have already been promoted (here). The new work with Age UK is intended to build on all that and will also extend to O2’s MVNO providers (i.e. giffgaff, Tesco Mobile and Sky Mobile).

As part of this Age UK will launch a targeted awareness campaign and bespoke over-the-phone support through its Advice Line service. The activity will also provide direct support for older people through Age UK’s Digital Champions programme (VMO2 are helping to fund this), which delivers local awareness sessions, hands-on digital skills tuition and one-to-one guidance.

Jeanie York, VMO2 CTO, said:

“We’re continuing to push ahead with our plans to switch off 3G across the UK by the end of this year, allowing us to reallocate mobile spectrum to more efficient 4G and 5G services and give our customers a better overall experience.

While we know that the vast majority of our customers already have a 4G or 5G handset and do not need to take any action, our priority has always been to support the minority who may be impacted.

Given that many of these customers are likely to be older and potentially less tech-savvy, it makes perfect sense to partner with Age UK as we carry out this migration. We’ll draw on their expertise and significant reach to raise awareness among customers who will need to upgrade their device to continue using mobile data once 3G is withdrawn.”

Caroline Abrahams, Charity Director at Age UK, said:

“The 3G switch-off may feel daunting for many older people so it’s important that we do all we can to support those affected.

We’re very grateful for this funding from Virgin Media O2 as this will enhance our services, including our Advice Line, so that older customers can get the help needed when 3G is switched off.

It’s important to note that for those using a 3G network who don’t wish to change their handset, for now they will still be able to make phone calls and send texts as they do today – it’s just their mobile data this change will affect.

Anyone who is feeling worried and would like some support can get in touch with their provider to find out more about their options and make sure they are ready for the change, or they can call Age UK’s Advice Line for free on 0800 169 65 65.”

Virgin Media O2 and Age UK County Durham collaborated in a similar way earlier this year when the city of Durham became the first area to have the company’s 3G network switched off. Further local switch-offs have since been completed in other parts of the UK – Norwich, Telford and Guildford on 16 July, and Torquay will follow in August – ahead of a wider programme that will see the 3G network withdrawn across the country by the end of 2025.

Customers who don’t upgrade to a 4G or 5G device before 3G is switched off will still be able to use voice calls and send text messages as they currently do for now (that’s 2G), but they will not be able to use mobile data (mobile broadband).