Confused about Rogers message regarding 3G

[RickyRamjet]

Hello,

I just got a message saying Rogers is showing I'm on the 3G network. I have a "moto e" Model XT2052-1 phone. I followed the instructions from a previous Email to ensure VoLTE is enabled - and it is. I have my phone set to LTE (recommended), and VoLTE is on. Yet, Rogers seems to be seeing me still on 3G according to their Email. What is up with this? Will my phone service still work after July 31, 2025? 

Update: According to Rogers Compatibility Tool, the moto E (2020), the phone I have, is compatible.

Thanks

**Added Labels**

[RogersYasmine]

Hello @RickyRamjet ,

Thanks for joining us in our community forums! We appreciate you updating your post with your recent findings. 👍

For any other users who stumble across this thread and still have questions, you can refer to this document: https://www.rogers.com/support/mobility/3g-network-retirement-everything-you-need-to-know

For additional support with this, you may contact the 3G migration squad at: 1-855-720-9035.

Kind regards,

RogersYasmine

[Pauly · Accepted solution]

if you followed the instructions and you are using 4G VOLTE then you are good.  it was probably just a reminder

[davec068]

I have to pay Rogers  $75 on June 30th on my talk and text plan if I don't buy a new phone and switch over off of 3G.  I only have one hand and use a Nokia QWERTY phone, I cant use the glass phones, now what?  I was just going to keep using it until it dies, now what?

[LordDrakkon]

My aunt only has one arm and she is capable of using her iPhone just fine. If you prefer Android devices. There are some great devuces that can be paired with Clicks keyboards. They even have Clicks keyboards available for iPhones. BestBuy is the easiest place to see and try them out in person.

[gg83]

i have a 5g mobile phone so how come i'm getting an email about 3 g retirement?

[Pauly]

perhaps they sent the email to everyone, 3g users and non 3g users

[mabeauchamp]

Hi there,

I know your message has gotten a solution, but, it might be because your SIM Card isn't compatible or, your plan is as well not compatible.

If I can suggest you to go to a nearby store and request for a new SIM Card as well as a checkup to see if the plan is an old 3G plan and not to be changed and as well, request the sales associate in store to, in your costumer file, mark as "aknowledge" the notice of 3G retirement.

Hope that helps. 😉

Cheers,

[RickyRamjet]

Hello!

Thanks for the reply.

Turns out I'm thinking I got the message even though the correct settings were applied, was because I failed to turn on Mobile Data. I do not have a Data plan, just Talk & Text. But, the plan is okay. By turning on Mobile Data, it now allowed the phone to connect to, and display "LTE", or "LTE+" in the status bar. Indicating the network I am connected to. After this was done, I was connecting to the LTE network, and I never received another Email about the issue. All seems good now.

Note, I verified the SIM card number. As it states online regarding Rogers, "A 3G SIM card typically starts with the number sequence 8930272040299 or lower". My number is higher than that number. So, all good!

Thanks again!

[Pauly]

Voice over LTE means voice calls are transmitted over the 4G network instead of the 3G network, so yes 4G is a data  layer so it needs data turned on, but unlike mobile browsing, you are not billed for this data its just used for the connection.

[mabeauchamp]

Hi,

You should just make a little checkup with the plan to be sure to avoid any possible charge as some plan are 3G (even tho there's no data, 3G and 2G are splitted network where they can seperatly transport either data or voice) and request if this is the case, a change of the plan.

You can go to a store (preferably, a store which is not a "dealer / authorized dealership" and a corporate one or directly over the phone with the phone number available on the email, so you can be sure all is totally good.

Thanks for the answer and you have a wonderful day 😉

[davec068]

• In a letter, I was offered a $0 phone to upgrade my 3G device, however, every Roger store I go to they don't have any of these devices availabe for the upgrade and they clean their hands of it.  So now what? Rogers must have been planning this for months however they're caught without any of the phones they are offering to support their customers. Surely they must have a way to know how many 3G phones they would have to upgrade . This is been very poorly planned and now punishing people with a $75 fine due to a phone shortfall. . Disappointing 

[57]

Rogers' offer was made many months ago.  The fact that you waited until the last minute is on you, not on Rogers.

https://mobilesyrup.com/2024/11/11/rogers-no-cost-upgrades-3g-shutdown/  Note the November 11, 2024 date!

Rogers gave plenty of notice to everyone via texts and emails, etc.

[Pauly]

I agree. I have been very forthcoming about letting people know the cons about procrastinating.  Waiting till the bitter end is never a good idea, we have known about this for months, and techies and computer geeks have known about this for like a year or more.

[57]

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@Pauly wrote:...techies and computer geeks have known about this for like a year or more.

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Actually, we've known about it for 5 years!

https://bsav.ca/important-notice-regarding-upcoming-2g-3g-changes-on-the-rogers-network/

https://communityforums.rogers.com/t5/Network-Coverage/3-G-service-plans-to-discontinue/m-p/525357/h...

[mabeauchamp]

They actually don't have for "regular costumer", 0$ phone, but in your account, you have promotions related, you can try to request a manager who know more about it.

The care line also have plenty of options.

[davec068]

As it says, they offered "some" customers but not me.  I have never deleted a text or an email. The first letter I got was May20th.

[57]

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@davec068 wrote:

 The first letter I got was May20th.

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Did you do anything serious at that time two months ago, outside of browsing some stores?  From what I read in the article I linked, the "free" phones that Rogers were providing were not very good, nor were the plans, so you are probably better off getting your own phone (new or used) and going to a different provider, or perhaps Chatr.

https://www.chatrwireless.com/plans

[davec068]

In case you don't know Chatr is also a Rogers brand. 

[davec068]

The first notification I received from Rogers was dated May 20th. The letter advised me to visit a Rogers store to take advantage of the $0 phone offer. On May 21st (as confirmed by my Google timeline), I visited the Rogers location at Erin Mills Town Centre. Despite being a frequent customer there, the staff had no knowledge of the offer and were unable to assist me in any way.

I attempted to call the number provided in the letter multiple times, but was repeatedly disconnected after hearing a recording that the system was overwhelmed. According to my Bell home phone bill, I called the Rogers 1-800 number 87 times over a span of four days, without ever reaching a representative. I even attempted to connect through my Rogers Cable account online, but had no success.

On May 30th, I received another letter stating that I would be fined $75 if I did not upgrade. I returned to the store, only to be told — once again — that there was no stock and no timeline for availability. Throughout May and early June, I made multiple visits to different stores, all of which gave me the same answer: zero inventory.

I find it unacceptable that Rogers initiated a network shutdown without having adequate inventory of the $0 phones that were supposedly available to loyal customers. I've had the same phone number and have been with Cantel/Rogers for more than 40 years of uninterrupted service. I thought that history deserves more consideration than what I’ve experienced here.

Your response was mean. I have not been procrastinating — I have made every reasonable effort to comply. But your system, your stores, and your customer service channels have failed me at every step.

[mabeauchamp]

Hi @davec068,

Not to disturb @57's or @Pauly's answers, but, there is still two possibilities on your side.

You can either browse on the website for 0$ or 1$-15$/month phones if your account don't have an offer as you said earlier and request a delivery at home or even go to the store and request a "Direct Fullfilement" order that they can do if there's a phone that meet your criteras.

The last solutions would be Rogers's care line dedicated and listed by @RogersYasmine that is 1-855-720-9035 to check if there is more 0$ or heavily discounted offers on their end.

What we have suggested here is the more we can do, you have all the solutions on your end.

Cheers 😉