Policy paper

2G Switch-off Charter

Published 24 March 2026

Background

The UK’s 2G mobile networks, owned by BT/EE, VodafoneThree and Virgin Media O2, are being switched off.

The government welcomes a responsible, industry-led switch-off, as part of a global transition away from legacy mobile networks, to enable the transition to newer and more reliable 4G and 5G networks and to unlock the potential of these advanced technologies. Delivering this connectivity will ensure that people and businesses across the UK benefit from faster and more reliable mobile services.  

This voluntary charter of commitments sets out the steps that telecoms industry signatories will take to ensure their customers have timely and accurate information, to maintain coverage and to identify and protect people and critical national infrastructure throughout the 2G switch-off.

The charter does not cover the responsibilities of affected users to identify and manage their own services, noting that in many cases mobile network operators and mobile virtual network operators do not have a direct customer relationship with end-users. The Department for Science, Innovation and Technology (DSIT) expects users of the 2G network to identify any impacts to their service(s) and take appropriate steps to maintain connectivity. DSIT will engage other government departments, the devolved governments and the telecoms industry so that all affected sectors take these necessary steps well ahead of the published 2G switch-off dates, ensuring a smooth transition that meets the needs of business users and consumers, including vulnerable groups.

Charter

Ahead of and during the 2G switch-off we, as Mobile Network Operators (MNOs) and Mobile Virtual Network Operators (MVNOs), commit to the following:   

1. We will work to ensure that the 2G switch-off takes place safely and effectively for all users of the 2G network including for vulnerable users, life critical services and critical national infrastructure (CNI)

2. We will publicly announce the switch-off date of our 2G network and services a minimum of 3 years before it begins.

3. We will trial switching-off 2G in different geographic areas before starting a nationwide switch-off. Trials may take place during the 3-year period outlined in point 2. For each trial area, we will publicly announce the trial and inform affected customers directly at least 3 months beforehand.

4. We will verify that existing, reliable 4G and/or 5G coverage is present for our network prior to switching off 2G, taking all reasonable steps to avoid creating new coverage not-spots and maintaining access to all forms of emergency services.

5. We will contact affected customers well in advance of switching off a 2G network or service using multiple and different means of communications where possible. These should:

• clearly state the switch-off date and explain what the customer must do.
  
• be tailored to each customer type (e.g. residential, business).
  
• include accessible communications for vulnerable customers where this information is available.
  
• provide means for affected customers to speak to someone if they have questions or concerns, where this capability is available.

6. Where applicable, we will maintain a supply of VoLTE-enabled phones to purchase, for customers who need additional support.

7. Noting that many Internet of Things (IoT) devices currently use the 2G network, including devices which support life critical services, including telecare and other medical devices, and critical national infrastructure, we (with government support where necessary) will:

• publish general guidance to assist identification of devices using 2G.
• encourage suppliers and customers within our supply chain to upgrade and/or mitigate 2G devices well ahead of a switch-off.
• liaise directly with government and/or affected sector(s) if confirmed that loss of 2G connectivity is expected to have a non-negligible impact on life critical services and/or critical national infrastructure, including leading or liaising with sector specific action groups where necessary.

8. We will monitor key indicators relating to the 2G switch-off and report quarterly to the Department for Science, Innovation and Technology.

9. We will meet quarterly with the Department for Science, Innovation and Technology to update on progress against the agreed points.

Signatories

Mobile Network Operators:

• VMO2
• VodafoneThree
• EE

Mobile Virtual Network Operators:

• Tesco mobile
• Sky Mobile

Technical notes

Points 3 and 4 and 9 apply to the MNO signatories only. Points 7 and 8 are not applicable to all MVNOs.

In conjunction with point 2 of the charter, the government will publish a connectivity timeline detailing confirmed 2G switch-off dates.

In relation to point 8 of the charter key indicators include, but are not limited to:

• Number of featurephones and/or non-VoLTE capable mobile phones remaining in use on your network.
• Number of 2G IoT devices remaining on your network.
• Total 2G customers (residential and business) remaining on your network.
• Number of voice calls made via your 2G network and as a percentage of all voice calls to your networks.
• Number of individual data connections made to your 2G network and as a percentage of overall connections to your networks.
• Volume of data used by your 2G network and as a percentage of overall data volumes.
• Number and volume of 2G roaming connections made to your network.
• Number and location of areas where 2G coverage is not also covered by 4G/5G.
  

DSIT may request additional indicators or cease requesting indicators as required.

Customers are those who have a direct contractual relationship with an MNO/MVNO.

A range of terminology is used to describe people whose circumstances may lead to them being more vulnerable and we recognise that some people may not like being labelled as ‘vulnerable’. The charter refers to vulnerable people, customers and users for clarity as this is a well-recognised term among MNOs and MVNOs.

VoLTE capable phones are those able to make voice calls over the 4G network.

A featurephone is a non-smart phone which offers basic communication functionalities (SMS, voice calls, basic GPS/web services).

Critical national infrastructure are those critical elements of infrastructure whose loss or compromise could severely impact the delivery of essential services or have significant impact on national security, national defence, or the functioning of the state.

Life critical services are those where loss of service would create a risk to life but are not necessarily captured within the critical national infrastructure definition.

An ‘Internet of things’ (IoT) device is one that is capable of collecting and sharing data with people or with other devices, and taking action based on this information. This includes objects such as smart meters, telecare alarms and other medical devices. Many IoT devices rely on the 2G network for connectivity.

Ofcom is the independent regulator for the UK’s communications industries. Ofcom’s expectations of mobile providers during the 2G and 3G switch-off can be found within their 2023 publication: 3G and 2G switch-off: Our Expectations of Mobile Providers. Commitments made in this 2G charter are in addition to Ofcom’s expectations and regulatory obligations of mobile providers.

‘Accessible’ communications are those which can be understood by as many people as possible. This includes those with impaired vision, motor difficulties, cognitive impairments or learning disabilities, and deafness or impaired hearing.