Virgin Media O2 to begin 3G switch off in Durham in April

• Virgin Media O2 will switch off 3G services in the city of Durham in April 2025 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 is contacting customers that have recently been in the area to provide further information and support
• This first switch-off will inform Virgin Media O2’s UK-wide 3G switch off programme which will be completed at the end of 2025

13 January 2025: Virgin Media O2 has today named the city of Durham as the first area where 3G services will be switched off in April. This follows the announcement in 2023 that the legacy 3G network would be switched off in order to deliver faster and more reliable 4G and 5G connectivity for mobile customers.

While the vast majority of customers will not have to take any action as a result of the switch off, the company has started directly contacting the small proportion of customers in the area who don’t currently have a 4G or 5G device to let them know that, from 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 who will be impacted, known vulnerable customers have already been offered 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 will be 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 do now, but they would not be able to use mobile data.

The switch off in Durham is a key milestone in Virgin Media O2’s 3G switch off programme, and the company will use any lessons learned to inform the wider 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 will be contacted directly by their provider.

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 more than half of the country.