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Service restored temporarily

“We’ve received feedback from some customers using our 3G network and we have temporarily restored service for those affected,� said spokesperson Zac Carreiro in an email. “We will continue working to help these customers switch to an upgraded network experience at no cost ahead of our 3G network’s planned retirement. Customers can migrate to our 4G LTE or 5G network without changing their plan, and we’re offering them a new, compatible device for $0 if needed.�

Customers were previously notified through emails and text messages that smartphones and wireless devices exclusively connected to a 3G network must upgrade to a 4G LTE (long term evolution) or 5G network.

Rogers previously announced it will retire its 3G network by July 31.

to upgrade or face a $75 administrative fee. Rogers, its subsidiary Fido, as well as Bell and TELUS will retire 3G (third generation) cellular networks over the coming weeks and months, as mandated by the .

Some Rogers customers who access services from a soon-to-be retired 3G network had their service suspended on July 10. Impacted users were directed to call 1-855-720-9035 to have their service restored or visit a retail location.

But some Rogers customers who reached out to Metroland by email July 10 said they thought their 3G service issues had been rectified prior to the deadline.

“Earlier this week, I switched phones, went into a Rogers store, had them install a new SIM card, confirmed it worked, and left,� one customer told us. “This morning (July 10) I had no phone or text service.�

Why your ‘4G’ phone might be impacted by 3G retirement

On a customer for its 3G retirement plan, Rogers notes phones that display 4G capability could still be impacted by the 3G retirement.

A 4G LTE (Long-Term Evolution) device is designed for data services, Rogers notes. To make voice calls over 4G, the device and carrier must support Voice over Long-Term Evolution (VoLTE).

Without VoLTE, phones will default to 3G or 2G for calls, the company explains online.

What to do

Rogers previously stated not all 3G users will need to get new phones.

Depending on your device, swapping the SIM card (subscriber identity module) to allow 4G LTE access could be all that’s required.

For others, updating a setting to enable upgraded service may solve the problem. 

“Some devices are LTE/4G/5G-enabled, but their current settings are set to the 3G network,â€� Rogers states online. Users can update their software and check the network/VoLTE settings by following instructions on Rogers’ .

But if your device can’t be configured to access at least a 4G LTE network, you’ll need a new phone.

Customers can keep their existing phone number when transitioning to an upgraded network, Rogers previously stated, and customers can seamlessly switch without changing their plan and receive a new, compatible device for $0 if needed.

Rogers noted by repurposing the spectrum currently being used for 3G, the company will further enhance its LTE and 5G network.

Rogers noted its 4G and 5G networks are available to more than 98 per cent of Canadians and offer faster download speeds and lower latency to power experiences like video calls and streaming.