3G/HSPA network service discontinuation

3G / HSPA Service Discontinuation Overview

3G/HSPA refers to a third generation of wireless access standards that allows devices to connect to the Internet and to place and receive voice calls. 3G/HSPA was introduced in the early 2000s and has been followed by 4G LTE and, most recently, by the newest generation of wireless standards, 5G.

Voice over LTE (VoLTE) enables faster call connection times and improved voice quality service. VoLTE capable smartphones will enable you to make and receive calls when in a 4GLTE/5G/5G+ coverage area.

Learn more

If you have an older 4G LTE device you may need to update your device software. Click here for more details on the latest software your device supports and how to download if required.

• Legacy Network Fee

  Legacy Network Fee

  Customers who are exclusively using a 3G or 4G non-VoLTE device will be charged a $3/mo. Legacy Network Fee. The fee is to recover part of the costs of maintaining the legacy systems and to continue supporting legacy networks until they are completely decommissioned.

  Starting June 19, 2025, we'll begin to notify customers of the Legacy Network Fee and the need to upgrade their devices.

• Domestic 3G/HSPA network discontinuation

  Upcoming service changes in Manitoba

  Later this year, we'll take the first steps towards discontinuing our 3G/HSPA network in order to improve our 4G/LTE and 5G networks. These updates will affect service for 3G/HSPA device users as well as members with non-VoLTE (Voice over LTE) capable devices.

  Members will have until December 31, 2025, to upgrade to a 4G/LTE, 5G or 5G+ device in order to make phone calls (using VoLTE), send texts or use data services (e.g. connecting to the Internet, using mobile apps and email).

  Note: If you don't upgrade your device, you won't be able to make emergency calls to 9-1-1 beyond this date.

  How devices and services will be affected

  Once the 3G/HSPA network is discontinued, the following devices and services will be impacted:
  
  3G/HSPA-only devices

  • Voice (including emergency calls to 9-1-1) and text services will no longer work if you're travelling in areas where 3G/HSPA services are no longer offered.
  • Data services (e.g. connecting to the Internet, using mobile apps and email) will no longer work if you're travelling in areas where 3G/HSPA services are no longer offered.
  • IoT devices operating on the 3G/HSPA network (including modems, sensors and other devices and solutions – e.g. alarm panels, point of sale machines, vending machines, fleet and tank monitoring solutions etc.) will no longer work in areas where 3G/HSPA services are no longer offered.

  
  

  4G/LTE devices that do not support VoLTE services

  • Voice (including emergency calls to 9-1-1) and text services will no longer work if you're travelling in areas where 3G/HSPA services are no longer offered.
  • Data services (e.g. connecting to the Internet, using mobile apps and email) however, will continue to work if you're travelling in areas where 3G/HSPA services are no longer offered.

  Visit the Get To Know Your Phone or Tablet page to determine your device capabilities.

  For details on how to check the settings on your device to ensure both 4G LTE and VoLTE service are turned on, check out Enabling VoLTE on your phone.

  3G/HSPA network changes across Canada

  Technology, devices and usage have changed significantly since Virgin Plus launched our 3G/HSPA network. In an ongoing effort to improve the customer experience, Virgin Plus is upgrading our wireless network across Canada.

  As part of this process, parts of our 3G/HSPA network will be upgraded to 4G/LTE, which will improve network speed and capacity, with increased throughput and decreased latency on our LTE network (for VoLTE capable 4G/LTE and 5G/5G+ customers).

  This will affect older wireless devices that rely solely on 3G/HSPA technology on our HSPA 850 MHz band (B5), resulting in the loss of data and/or voice connectivity services (including access to 9-1-1 emergency services). 3G/HSPA coverage will remain available on the HSPA 1900 Mhz band (B2), for devices that support HSPA 1900 Mhz (outside of Manitoba).

  To ensure proper service continuity, we recommend you upgrade to a device that supports 4G/LTE or 5G and, at minimum, 4G/LTE VoLTE capabilities for phone calls.

  Read the frequently asked questions for further details.

• U.S. 3G/HSPA network service discontinuation

  In 2022, U.S. wireless carriers AT&T and T-Mobile discontinued their 3G/HSPA networks in the U.S (including Puerto Rico and the U.S. Virgin Islands). This means that Virgin Plus Mobility customers travelling to the U.S. must now use a phone that supports 4G/LTE data, Voice over LTE (VoLTE) and VoLTE roaming in order to make and receive voice calls in the U.S.

  If necessary, you can purchase a new device online or at a Virgin Plus store.

• Frequently asked questions

  1. Is Virgin Plus discontinuing 3G/HSPA services across Canada?

     We continue to examine opportunities to upgrade our networks. At present, Virgin Plus plans to discontinue our 3G/HSPA services in Manitoba.

     As other opportunities for network upgrades arise, we'll notify impacted customers to ensure proper service continuity and to avoid any service disruptions.

     We strongly encourage all members to begin planning their migration to next-generation 4G/LTE VoLTE and 5G/5G+ devices – including smart phones, modems, dongles, tablets and Internet of Things (IoT) devices – to benefit from faster speeds and the next generation of services.

  2. How can I check if my device has VoLTE capability?

     There are a number of ways to determine what network standards your device supports.

     1. To see a list of available networks

        • Android: Go to Settings > Network and Internet or Connections > Select Internet or Mobile networks.
        • iPhone: Go to Settings > Cellular > Cellular Data Options > Voice & Data.
        
        

        Newer devices will have 5G/5G+ or LTE selected. Older devices may have a toggle to turn VoLTE on. There are no charges for turning on this feature.

     2. Consult the manufacturer's website or your user manual to see what network connections your device supports and whether it also supports VoLTE.

     3. See our support articles for lists of VoLTE-compatible devices or VoLTE roaming compatible devices.

        Note: A 4G/LTE icon on your phone does not confirm VoLTE compatibility.

        4G/LTE is designed for data services. To make voice calls over 4G, your device must support VoLTE. If your device doesn't support VoLTE, your voice calls default to 3G/HSPA. See domestic 3G/HSPA discontinuation.

  3. What is the Legacy Network Fee?

     As the costs of supporting legacy 3G networks increase, select customers who are exclusively using a 3G or 4G non-VoLTE device will have a $3/mo. Legacy Network Fee added to their monthly bill.

  4. What can I do to remove the Legacy Network Fee?

     To keep making phone calls, sending and receiving texts, and using mobile data – and to avoid the Legacy Network Fee – customers must upgrade to a 4G, 5G or 5G+ device that supports VoLTE. If you choose to switch to a 4G LTE or 5G/5G+ device, we will remove the $3/mo. fee.

     Visit a Virgin Plus store and we'll help you get a new device with the same great offers.

  5. Why is my internationally purchased 4G/LTE/5G device affected?

     If your device was purchased outside of Canada, it may not be fully compatible with Canadian network bands. As a result, some features—such as voice and data services—may default to older 3G/HSPA networks instead of using Virgin's 4G/LTE or 5G networks.

     To ensure the best experience on our network, we recommend choosing a device from our current lineup, which is fully optimized for use in Canada.