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Cessation of 2G Services

Closure of 2G Services Consumer FAQ


1
Why is StarHub shutting down 2G network? Will the other telecommunication operators be shutting down their 2G network as well?

As Singapore becomes one of the most connected cities in the world, more and more customers have already adopted 3G and 4G services, and only a small percentage of users remain on 2G. This closure will allow all operators in Singapore to redeploy wireless spectrum and offer better 3G and 4G services to customers.


2
How will this closure affect me? What do I need to do?

When 2G services are discontinued with effect from 1 April 2017, you will not be able to use mobile voice, SMS and data services if you are on a 2G-only mobile device or have manually set your phone network mode to 2G. We encourage you to switch to a newer 3G/4G device or set your phone network mode to 3G/4G.


3
Does this 2G network closure impact both prepaid and postpaid customers?

Yes, this 2G closure will affect both prepaid and postpaid customers who are using 2G-only mobile device or have manually set their phone network mode to 2G.


4
I am an inbound roamer. How does this 2G network closure impact me?

When 2G services are discontinued with effect from 1 April 2017, inbound roamers will not be able to use mobile voice, SMS and data services if you are on a 2G-only mobile device or have manually set your phone network mode to 2G. To log on to our 3G/4G network, please ensure you are using a 3G or 4G phone.


5
How will I know if I am on a 2G-only device?

When 2G services are discontinued with effect from 1 April 2017, inbound roamers will not be able to use mobile voice, SMS and data services if you are on a 2G-only mobile device or have manually set your phone network mode to 2G. To log on to our 3G/4G network, please ensure you are using a 3G or 4G phone.


6
Does my phone setting restrict network access to 2G and how can I turn it off?

You can adjust the phone network mode in your phone settings. Please consult the device manual for more information.


7
I am currently using a 2G device. What are my options to prepare for the 2G network closure in 2017?

2G services will be available until March 2017, so you can use your 2G device till then.

If you are a postpaid customer and eligible to recontract, we strongly encourage you to take advantage of our latest mobile offers. Please visit any StarHub Shop for assistance.

For business mobile customers, please approach your StarHub Account Manager for assistance if you wish to find out the latest mobile device offers available for you.

For pre-paid customers who wish to buy a 3G or 4G phone, please visit any of our over 40 authorised dealers across the island for the latest offers.


8
Will I need to change SIM card to enjoy 3G/4G connection?

All our SIM Cards supports 3G and 4G services. However some newer handsets come with smaller SIM card slots. Hence you may need to replace your existing SIM Card.


9
Will I need to change my mobile plan to enjoy 3G/4G connection?

No. You do not need to change your mobile plan. To enjoy 3G/4G connection, please switch to a newer 3G/4G device or set your phone network mode to 3G/4G.


10
What is your 3G/4G coverage now? Will I experience issue with the network after the shutdown?

We currently have more than 98-99% nationwide outdoor coverage on our 3G and 4G networks. The freed up spectrum currently used to provide 2G services will be reallocated to provide faster, more advanced 4G services, allowing us to enhance our network coverage and capacity for customers.


11
With the cessation of the 2G network, does that mean StarHub will no longer offer SMS services?

SMS and MMS services are still supported on the 3G/4G networks even after the 2G network is ceased. Customers need only to ensure they are using a 3G/4G device.


12
2G network in Singapore will be closing on 1 April 2017, why are you stopping it earlier for newly activated SIM card?

This is to ensure mobile users migrate in time for the closure of 2G network in April 2017.


13
Are you the only Telco that is stopping 2G network for newly activated SIM from 15 November 2016?

No, this is a joint initiative with Singtel & M1.


14
I have to get a SIM card replacement for my 2G phone. Will my mobile service be affected?

As long as the SIM card was activated prior to 15 November 2016, you will be able to continue using your mobile service on a 2G phone till 1 April 2017.


15
I am using a 2G phone and I have activated my SIM card before 15 November 2016. Will my mobile service be affected?

As long as the SIM card was activated prior to 15 November 2016, you will be able to continue using your mobile service on a 2G phone till 1 April 2017.


16
I do not own a 3G/4G phone, what should I do?

To continue using mobile services, please upgrade to a 3G/4G phone.


17
Why am I still recieving a 2G signal after 1 April? Is there an extension of the closure date?

We encourage users of 2G-only phones to get a 3G/4G device immediately. The cessation is being done progressively so as to ensure a more orderly and less disruptive closure for affected users and will be completed by mid April.


18
How will the progressive shutdown occur? Where are the locations where the shutdown starts and/or ends? Does this mean that customers have effectively till the mid of April to upgrade?

The telcos will start shutting down 2G base stations from 1 April 2017, on a location-by-location basis. The shutdown will be completed by mid of April. The plan is to ensure a more orderly and less disruptive closure for affected users. We strongly urge all remaining 2G-only phone users to get a 3G/4G immediately as 2G coverage will become progressively smaller.


19
I'm currently on a Dual SIM device. How do I know if the second SIM card slot supports 3G/4G?

The following devices currently support 3G/4G on the 2nd SIM slot:

  • Samsung Galaxy J5 Prime
  • Samsung Galaxy J7 Prime
  • Samsung Galaxy A9 Pro
  • Samsung Galaxy S7
  • Samsung Galaxy S7 edge
  • Sony Xperia XZ
  • LG V20
  • ASUS Zenfone 3 Deluxe
  • ASUS Zenfone 3 5.2"
  • ASUS Zenfone 3 5.5"
  • Oppo R9s
  • Oppo R9s Plus
  • Huawei Mate 9
  • Huawei P10

The following devices will support 3G/4G with a software update:

  • Samsung Galaxy A5 (2017)
  • Samsung Galaxy A7 (2017)
  • Oppo R9 Plus
  • Oppo R9
  • Oppo F1s

Any devices purchased prior to 1 April 2017 and is not listed here will likely not support 3G/4G on it's 2nd SIM card slot. Please check with your handset manufacturer for more details.


Closure of 2G Services Business FAQ




Business Mobile Services



1
Why is StarHub shutting down 2G network? Will the other telecommunications operators be shutting down 2G network as well?

As Singapore becomes one of the most connected cities in the world, more and more customers have already adopted for 3G and 4G services, and only a small percentage of users remain on 2G. This closure will allow all operators in Singapore to redeploy wireless spectrum and offer better 3G and 4G services to customers.


2
How will this closure affect me? What do I need to do?

When 2G services are discontinued with effect from 1 April 2017, you will not be able to use mobile voice, SMS and data services if you are on a 2G-only mobile device or have manually set your phone network mode to 2G. We encourage you to switch to a newer 3G/4G device or set your phone network mode to 3G/4G.


3
Does this 2G network closure impact both prepaid and postpaid customers?

Yes, this 2G closure will affect both prepaid and postpaid customers who are using 2G-only mobile device or have manually set their phone network mode to 2G. 


4
I am an inbound roamer. How does this 2G network closure impact me?

When 2G services are discontinued with effect from 1 April 2017, inbound roamers will not be able to use mobile voice, SMS and data services if you are on a 2G-only mobile device or have manually set your phone network mode to 2G. To log on to our 3G/4G network, please ensure you are using a 3G or 4G phone.


5
How will I know if I am on a 2G-only device?

Please consult the device manual for more information. You are probably on a 2G-only device if the network mode setting in your phone only supports GSM and/or GPRS and/or EDGE. Please check with your device manufacturer if you are still unsure.


6
Does my phone setting restrict network access to 2G and how can I turn it off?

You can adjust the phone network mode in your phone settings. Please consult the device manual for more information.


7
I am currently using a 2G device. What are my options to prepare for the 2G network closure in 2017?

You can continue to use your 2G device until the closure of the 2G network on 1 April 2017.

If you are a postpaid customer and eligible to recontract, we strongly encourage you to take advantage of our latest mobile offers. Please visit any StarHub Shop for assistance.

For business mobile customers, please approach your StarHub Account Manager for assistance if you wish to find out the latest mobile device offers available for you.

For pre-paid customers who wish to buy a 3G or 4G phone, please visit any of our over 40 authorised dealers across the island for the latest offers.


8
Will I need to change SIM card to enjoy 3G/4G connection?

All our SIM Cards supports 3G and 4G services. However, some newer handsets come with smaller SIM card slots. Hence you may need to replace your existing SIM card.


9
Will I need to change my mobile plan to enjoy 3G/4G connection?

No. You do not need to change your mobile plan. To enjoy 3G/4G connection, please switch to a newer 3G/4G device or set your phone network mode to 3G/4G.


10
What is your 3G/4G coverage now? Will I experience issue with the network after the shutdown?

StarHub provides island-wide 3G and 4G services. There should not be coverage issues as a result of the cessation of 2G services.







Business M2M Solutions



1
Will my M2M service be affected as a result of this cessation?

If your devices are not 3G/4G enabled, they will not be able to connect to the StarHub mobile network to sent data. However, your existing StarHub M2M services managed through the M2M Service Manager Portal will not be affected by this cessation as the service is running on 3G and 4G network. We encourage you to approach your StarHub Account Manager and M2M solution specialists to find out how StarHub can assist with your migration planning.


2
What happens if my 2G-only devices are not replaced by 1 April 2017?

You will not be able to communicate using your 2G devices when the 2G network ceases. You will need to upgrade your devices to 3G/4G enabled in order to continue sending data wirelessly. We encourage you to approach your StarHub Account Manager and M2M Solutions Specialists to find out how StarHub can assist with your migration planning.


3
How can StarHub assist in my migration from 2G to 3G/ 4G devices?

Apart from providing M2M SIM cards, StarHub has partnerships with device manufacturers, System Integrators (SIs), internal delivery teams, application developers and research academics. We can provide you with all the assistance you need for your migration.