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Mobile Phone Users


What is 3G sunsetting?

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.

Which telecommunication providers will be retiring their 3G networks 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.

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

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

How will know if I am on a 3G network?
You may check your supported network or search your device specifications in your device settings.

What should I do if I am currently on a 3G-only device?
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.

How will customers be alerted of this transition?
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.

Will customers experience any issues during the 3G network retirement?
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.

Will the migration cause an increase on my bill?
There will be no impact to your bill charges.

What if I don’t want to migrate to 4G network? Can I still continue using 3G?
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.

I live in a small town or remote area and although I am using a 4G device, I am always connected to a 3G network. Am I able to use just 2G?
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.

I am on a 3G network. Can I just use a 2G network instead if I don’t want to upgrade?
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.

Where does Maxis have 4G coverage?
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.

Is there any compensation to buy a new 4G device?
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.

Can I request for a bill waiver if I am not able to browse using my non-4G device after the 3G network shutdown?
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.

I am not eligible to sign up for a device contract with my current rate plan. Can I register for a 4G device contract without changing my rate plan?
You are required to change your rate plan to our Maxis Postpaid plans to sign up for a 4G device contract.

How do I know if any of my users/solutions are running on 3G devices? 
You may check your supported network or search your device specifications in your device settings or get in touch with our customer service.

Will the 3G sunset affect any of my current solutions with Maxis Business?
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.

The 3G sunset is costly to my business since I have no choice but to upgrade. Will Maxis be able to provide any solutions for us?
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.

Will 3G devices work on a 4G network?
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.

Do I need a new plan if I change to a 4G device or other technologies?
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).

I am unable to make or receive calls from my Voice Go service.
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.


 

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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