Frequently Asked Questions

The 3G sunset is the gradual retirement of all the 3G networks in Malaysia. It is an initiative that is part of JENDELA, the government’s digital infrastructure plan, which aims to provide nationwide coverage and a consistent quality of experience for everyone. To help achieve JENDELA’s goals, it is important to gradually retire 3G networks.

Telco services are made possible with spectrum, which are frequency bands that are used for communication purposes. In the telecommunications industry, each Service Provider telco is allocated certain spectrum bands, and telcos have been using some of these spectrum bands to enable 3G services. With 3G sunset, telcos can repurpose their 3G spectrum bands for 4G services instead.

The 3G sunset will take place nationwide and in 3 phases, with the aim of shutting down all 3G networks by the end of 2021. 

Phase 1 was the planning stage, which was completed in Q3-Q4 2020. 

Phase 2 is the implementation stage. In this stage, the number of 3G networks in Malaysia will gradually be reduced, until all of them are shut down by the end of 2021. At the same time, all telcos will also improve their 4G network to provide wider coverage and higher data speeds. 

Phase 3 is planned to take place in Q1-Q2 2022. In this stage, telcos will monitor their network optimisation, network performance and customer experience.

The ultimate goal of 3G sunset is to enhance the quality of service to the public, so that you can have a greater experience in Internet browsing, video streaming and online services. Your experience will improve in many ways, including:

• Higher data speeds
• Lower latency 
• Improved network reliability and stability
• Enhanced quality of experience
• Ultra HD quality calls with VoLTE

Yes, 3G sunset is a nationwide initiative by the government and is supported by all telcos.

Please check your phone specifications. If your phone is a 4G phone, you will not be impacted.

If you are currently on a feature phone or a 3G-only device, we encourage you to upgrade to a device that is 4G and VoLTE-capable, so that you may continue to enjoy a superior mobile experience and Ultra HD quality calls with VoLTE when the 3G networks are retired. Please visit this page to view a list of affordable device bundle plans that are 4G and VoLTE-capable: https://www.u.com.my/devices .

If you are already using a 4G device, you will experience no issues for data services when the 3G sunset takes place. 

If you are currently on a 3G-only device or an older 4G device that is not VoLTE-capable, we encourage you to upgrade to a 4G VoLTE-capable device as soon as possible, to ensure that you will have an optimal experience for voice services. Please visit this page to view a list of affordable device bundle plans that are 4G and VoLTE-capable:  https://www.u.com.my/devices

Please visit this page for more info: https://www.u.com.my/en/personal/support/network/volte-vowifi

If you are already on a 4G device, you will be automatically connected to a 4G network. However, if you have manually disabled the 4G option in your device settings, your 4G connection will be disabled. We advise you to check your device settings to ensure that 4G connection is enabled.

The 3G sunset is a nationwide initiative by the government and is supported by all telcos, to ensure wider 4G coverage and better quality of experience for all. You will not be able to use the 3G network once it is fully shut down by the end of December 2021.

If your current devices are 4G and VoLTE-capable, you may continue to enjoy our service without having to change plans or devices.

No, there will be no extra charges when you move from 3G to 4G.

Please visit this page to view list of affordable device bundle plans that are 4G and VoLTE-capable: https://www.u.com.my/devices

We apologise for the inconvenience, but there will be no compensation given. If you are on a 3G device, do be sure to switch to a 4G and VoLTE-capable device before the end of 2021, so that you may continue to enjoy a superior mobile experience once the 3G networks are retired.