Virgin Media O2 issues 3G switch off reminder to Durham residents

• As announced in early January, Virgin Media O2 will switch off 3G services in the city of Durham in April as part of long-term plans to deliver faster and more reliable 4G and 5G connectivity for customers
• While the vast majority of customers will not need to take any action, the operator has contacted customers who have recently been in the area to provide further information and support
• Customers who currently don’t have a 4G device will lose access to mobile data services if they don’t take action before 2 April
• Customers can visit their local O2 store for more information and support, and they are also reminded they can use O2 Recycle to responsibly and sustainably dispose of their old handsets in exchange for cash

19 March 2025: Virgin Media O2 has reminded residents in the city of Durham that the company’s 3G switch off programme will begin in the city on 2 April as part of a wider upgrade programme that will deliver faster and more reliable 4G and 5G connectivity for customers.

While the vast majority of customers will not have to take any action as a result of the switch off, the company has reached out directly to the small proportion of customers in the area who don’t currently have a 4G or 5G device to let them know that, from 2 April, they will require a 4G SIM and handset to continue using mobile data.

As part of the company’s plan to support the small number of customers in Durham who will be impacted, known vulnerable customers have already been contacted with an offer of a 4G-ready device free of charge, helping them stay connected, while all other customers who don’t currently have a 4G handset or SIM have been offered a new device at a reduced price.

Any customers in Durham 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, but they would not be able to use mobile data and would be required to upgrade later this year.

Customers with older, unwanted handsets are urged to recycle their device through O2 Recycle. Not only will they receive cash in exchange, but they’ll also be playing their part in protecting the environment, with Virgin Media O2’s zero landfill policy meaning that these phones will be reused, repaired or recycled for parts.

Virgin Media O2 is working closely with Age UK County Durham to raise awareness of the switch off and encourage those who will be impacted to take action. An informative leaflet has been produced to be delivered to local community venues, while the charity is also including information about the 3G switch off across its website and social media, and its staff and volunteers are educating customers during digital support home visits.

The switch off in Durham is a key milestone in Virgin Media O2’s wider programme, and the company will use any lessons learned to inform the programme when 3G sites across the UK will be turned off, while also continuing to engage with consumer groups and charities such as Good Things Foundation to draw on their expertise and help manage the transition effectively.

The company’s 3G network, first launched more than 20 years ago, today carries less than 3% of all network data – a figure which continues to fall. The switch off of this older technology – agreed by the Government and all mobile network operators in 2021 – allows providers like Virgin Media O2 to reallocate mobile spectrum to more efficient 4G and 5G services and improve customers’ experience with faster data speeds, more reliable streaming and higher quality voice calls. In the Durham area specifically, Virgin Media O2 has upgraded 4G and 5G masts over the past year, with further improvements planned in 2025.

Customers of virtual network operators that use Virgin Media O2’s mobile network – such as Tesco Mobile and giffgaff – will also be impacted by the switch off and are being contacted directly by their provider. Tesco Mobile customers also have the option to visit a Tesco Mobile Phone Shop if they have any questions or require additional support.

Jeanie York, Virgin Media O2’s Chief Technology Officer, said: “Switching off 3G will be an important milestone in the evolution of our network, enabling us to focus our attention and investment on faster and more reliable 4G and 5G networks that will deliver improved services for our customers.

“By starting in just one location and by putting careful monitoring in place, we’ll minimise disruption to customers and ensure the success of this essential modernisation programme.

“While the vast majority of our customers already have a 4G or 5G device and will not be impacted, our priority is to provide support to those who need it. That is why we are reaching out directly to customers who do not have a 4G or 5G-ready device, and calling those we know are vulnerable, to help them prepare.

“We will continue to support our customers as we complete the switch off of our 3G network.”

O2 customers can find out more about the 3G switch off on its website. Tesco Mobile customers can find out more here, Sky Mobile customers should visit here for further information, while giffgaff customers can access further support here.

Notes to editors

• Virgin Media O2’s 3G switch off programme is beginning in the city of Durham in April, not County Durham.
• Virgin Media O2 first announced in September 2023 that it would switch off 3G services in 2025, following the agreement between the government and all mobile operators in 2021.
• Other UK mobile operators have already completed their 3G switch off programmes.
• Virgin Media O2’s 4G coverage already covers 99% of the population, and 5G is available to 75% of the population.
• O2 Recycle is a key part of Virgin Media O2’s Better Connections Plan – the company’s sustainability strategy, which is helping to tackle e-waste.