Virgin Media O2 and Age UK work together to support older customers during 3G switch-off

• Virgin Media O2 is working 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
• Age UK will support older customers on the O2 network, including those with Mobile Virtual Network Operators (MVNO) which use O2’s network – giffgaff, Tesco Mobile and Sky Mobile – with 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, which delivers local awareness sessions, hands-on digital skills tuition and one-to-one guidance
• The withdrawal of 3G services, which has already begun and will be completed by the end of 2025, is part of Virgin Media O2’s long-term plan to deliver faster and more reliable 4G and 5G connectivity for customers

31 July 2025: Virgin Media O2 and Age UK are working together to provide additional support to the small number of older mobile phone users who will need to upgrade their handsets to continue using mobile data once 3G is switched off.

Virgin Media O2 will support Age UK’s work to develop and distribute new informative content designed for older people and their families to help them better understand the 3G switch-off. The charity will provide key information on its website and social media channels and, via its Advice Line, support older people and their families who are seeking advice in relation to the 3G switch off.

Virgin Media O2’s contribution will also help to fund Age UK’s Digital Champions programme, which supports disadvantaged older people through local awareness sessions, practical hands-on digital skills tuition and tailored guidance so they can stay connected and confidently use new devices.

This activity will complement the work Virgin Media O2 is already doing to raise awareness of the switch-off and encourage the small number of customers who will be impacted to take action. The operator is already writing directly to all customers currently without a 4G or 5G handset, offering free compatible devices for known vulnerable customers and discounts on new handsets for all other customers.

Virgin Media O2’s 3G network first launched more than 20 years ago and today carries less than 2% of all network data – a figure that continues to fall. Switching off this older technology – as 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’ overall experience with faster data speeds, more reliable streaming and higher quality voice calls.

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, but they will not be able to use mobile data.

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 entirely by the end of 2025.

O2 customers continue to be encouraged to visit their local store or call to access more information and support, while Tesco Mobile, giffgaff and Sky Mobile are supporting their own customers through this migration. Anybody with an old, unwanted handset is able to recycle their device through O2 Recycle where they could receive cash in exchange for their old phone and play their part in disposing of old equipment responsibly to protect the environment.

Jeanie York, Virgin Media O2’s Chief Technology Officer, 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.” 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 first announced in September 2023 that it would switch off 3G services in 2025, following the agreement between government and mobile network operators in 2021. · In January 2025, the company confirmed that Durham would be the first city in the UK to have 3G withdrawn, and this was successfully carried out in April. · In April 2025, Virgin Media O2 announced that Norwich, Telford, Guildford (16 July) and Torquay (4 August) would be the next UK locations to have 3G services switched off.
• Other UK mobile network operators have already completed their 3G switch-off programmes.

About Age UK:

Age UK believes every older person should be valued and included. We’re working locally, nationally and internationally to change the way we age.

Together with our partners, we’re changing the day-to-day experience of getting older through essential services and local support – like help at home, exercise classes and digital inclusion. Local Age UKs deliver these services, using their expert knowledge of their area to transform older people’s health, wellbeing and finances.

Our specialist, impartial advice is changing how older people feel when they face a challenging issue – whether it’s care, money, health or housing. A call to our free advice line, a visit to our website, or a face-to-face appointment at a local Age UK can help change older people’s worries into answers.

Our friendship services are changing the issue of loneliness among older generations. From weekly chats on the phone and local in-person befriending to round the clock support from our Silver Line Helpline, we’re changing loneliness and isolation into comfort and connection.

We’re an expert voice on ageing, changing the way older people are treated and represented in society through research and campaigning. We work with local, national and international policymakers to challenge inequalities and push for the changes that’ll improve older people’s lives.

Through Age International we are changing the lives of older people facing emergencies and long-term challenges in low and middle-income countries.

Your support makes our work possible. By donating, campaigning and volunteering, you’ll help change older people’s lives – now and in the future.

Age UK is a charitable company limited by guarantee and registered in England (registered charity number 1128267 and registered company number 6825798). Charitable services are provided through Age UK and commercial products are offered by the Charity’s Community Interest Company (CiC) (registered company number 1102972) which donates its net profits to Age UK (the Charity).