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Frequently Asked Questions

3G Sunsettting

  • 3G sunsetting is the gradual retirement of all the 3G networks in Malaysia. It is an initiative that is part of JENDELA, the national digital infrastructure plan with a shared aspiration for nationwide coverage and consistent quality of experience for everyone.

    JENDELA will firstly prioritise strengthening the nation’s existing fixed and mobile networks and building a strong foundation for the eventual adoption of 5G. In Phase 1, Maxis together with the Industry will work towards providing wider 4G coverage and enhanced quality of experience by upgrading and building new 4G sites, and fiberising more premises. This will involve the retirement of 3G networks nationwide by all telcos at the end of 2021.

  • The retirement of 3G networks will be undertaken by all telecommunication service providers as an initiative under JENDELA, as announced by MCMC. The industry-wide target is by the end of 2021. Maxis will provide notification to its customers prior to network the upgrades. Maxis will also continue to progressively upgrade/deploy 4G sites to enhance/expand 4G coverage nationwide.

  • The retirement of 3G networks will be done nationwide and in phases. Impacted customers will be notified prior to the implementation.

  • There are no plans to shut down Maxis’ 2G network as it will still be required to support all subscribers especially for voice services.

  • You may check your supported network or search your device specifications in your device settings.

  • We encourage customers to change their devices to 4G as early as possible to ensure they get the best network coverage and improved data speeds during and after the transition of 3G sunsetting. Do visit our website regularly for more information and updates on our affordable 4G device offers.

  • We will provide updates on our Maxis website and notify all impacted customers via SMS. Customers can also find out more information on the JENDELA website.

  • Customers who are connected to Maxis’ 4G LTE network will not be impacted. However, those still on non-4G devices might face network congestion as they will be connected to a non-4G network. This will also be dependent on the total users as well as current network capacity.

  • There will be no impact to your bill charges.

  • The retirement of 3G networks is a nationwide initiative by all telecommunication providers and part of the national JENDELA plan to ensure wider 4G coverage and better quality of experience for all. As such, you will not be able to use the 3G network once it is fully retired by the end of 2021. Nonetheless, we will be offering attractive offers on 4G devices to ensure that you have a better 4G network experience.

  • The 3G network retirement exercise will be done in phases and we will ensure that our 4G network is stabilized at all locations prior to the 3G network retirement. For areas with low or no 4G coverage, 4G network upgrade will be done prior to 3G retirement exercise. You will be able to use 2G in the event 4G coverage is not available on the basis your handset is 2G compatible.

  • Customers who are still on non-4G devices might face network congestion as they will be connected to non-4G network. This will also be dependent on the total users as well as current network capacity.

  • Maxis 4G coverage is available nationwide. With the retirement of 3G, we will increase our 4G network capacity by further improving both nationwide coverage and quality of experience for broadband and digital services for all subscribers.

  • We have attractive device offers available where customers can purchase new 4G and even 5G devices at affordable prices. Do visit our website regularly for updates on the best device offers.

  • We apologise for the inconvenience, however we will not be able to waive any charges. We will be giving early notice to our customers, so they have enough time to prepare before we shut down 3G network.

  • You are required to change your rate plan to our Maxis Postpaid plans to sign up for a 4G device contract.

  • You may check your supported network or search your device specifications in your device settings or get in touch with our customer service.

  • Customers who are connected to Maxis’ 4G LTE network will not be impacted. However, those still on non-4G devices might face network congestion as they will be connected to non-4G network. This will also be dependent on the total users as well as current network capacity.

  • Maxis will guide you during this time to ensure the transition is as seamless as possible. You can reach out to our Maxis representatives on how best we can assist you. You can also check out our latest offerings on our website.

  • 3G-only devices will not work on a 4G network. Reach out to us so that we can address any concerns that you may have about changing devices to get you ready for the best 4G experience. You can also check out our latest offerings on our website.

  • You do not need a new plan when you change to a 4G device, unless you want to sign up for a device contract with Maxis that requires a plan upgrade. Once you change devices, you can continue using our services from your current plan. (Subject to the terms of your existing plan).

  • Please check if your mobile device is 3G only or 2G and 3G. You can switch to 2G to enable calls to be received. You may need to check if your company has received notification regarding 3G network retirement or visit your nearest Maxis store to find out more.

  • Maxis is committed to providing clear, advance notice and communications about our 3G network retirement, and to working closely with our customers to manage the transition. Maxis will also be supporting the coverage check on customers’ devices, as well as SIM replacement requests to assist a smooth migration of customer devices as well as other advisory services on a case-by-case basis.

  • Maxis offers advisory services such as access to our Lab for service validation, device certification, managed service on device migration subject to mutually agreed commercial arrangement and other offerings that we deem fit to help you with the transition.

  • Customers are responsible for planning hardware upgrades in a reasonable timeframe prior to the planned 3G network retirement, but Maxis will support customers throughout the process in the areas detailed above.

  • Whilst the 3G network remains in operation until the official sunset period, deployment of legacy technologies such as 2G & 3G devices shall be at the customers’ own risk. Maxis will not qualify or test 3G-only devices and highly recommend the use of 4G technology.

  • IoT services that are running on 3G-only devices will be impacted upon sunset. Customers who have compatible 4G device and connected to 4G LTE network will not be impacted but customers who are on non-4G network might face network congestion as it will be dependent on the total users as well as current network capacity.

  • No, SIM replacement is not required. All of our IoT or M2M SIM cards supports 4G/3G/2G network technology.

  • No, Maxis 2G and 4G networks in combination will continue to provide sufficient coverage for all customers.

  • Customer device / SIM capability What you’ll need to do next
    I have a Maxis SIM on 3G-only device Your device will be impacted upon sunset, please upgrade to 4G compatible device.
    I have a Maxis SIM on 2G-only device Maxis recommends that you upgrade to a 4G compatible device for improved data speed. However, 2G network is still available at this moment.
    I have a Maxis SIM on 4G-only device Your device should continue to work.
    I have a Maxis SIM on 3G/2G device Maxis recommends that you upgrade to a 4G compatible device. However, 2G network is still available at this moment. You need to validate service quality on 2G network in the area you plan to use your device.
    I have a Maxis SIM on 4G/3G/2G device Your device should continue to work.
    I have a Maxis SIM on 4G/3G device Your device should continue to work.
    I have a 3G-only SIM from other telcos Please contact Maxis Account Manager for assistance in migration prior to sunset.
  • Prior to 2020, we have selectively deployed Femtocell/ Maxis Sure Signal at customers’ premise to strength indoor coverage. Femtocell supports 2G & 3G network, hence with the sunsetting of 3G network, Femtocell will cease as well.

  • We have been continuously strengthening our 4G network, most of the Femtocell sites are no longer required and our customers are using 4G and enjoying VoLTE now; our goal is by the time of 3G sunsetting, all Femtocell sites will no longer be required. With the sunsetting of 3G, Femtocell will be able to use 2G in the event 4G coverage is not available on the basis your handset is 2G compatible.

  • You may reach out to our customer service if experience poor call or data experience; we will investigate and resolve it

     

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The FAQ’s are meant for clarification purposes only. The FAQ’s may be modified from time to time. Please refer Terms of Use and Terms & Conditions of the products and/or services for more information.

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