3G switchoff and Moto G10

flaneurs_lobster

claire07 said:

My OH has a Motorola E7i Power on contract with Tesco Mobile which is nearly 5 years old and he had the same email saying it wouldn't work when 3G was switched off later this year. It panicked him so I checked around as many sites as I could and it seems fine for 4G so I presume it is a misleading email from Tesco Mobile.

Are we saying that Tesco Mobile is just outright lying about people's phones being incompatible or is there a nuance here about phones that might well be 4G enabled (for data) but might not be capable of 4G Calling (aka VoLTE)?

JSmithy45AD

balernodave said:

My Tesco contract is ending and Tesco emailed me to say the 4 year old Moto G10 I own will not work once they shut down 3G very soon. I used their checker and it confirms this. I visited the shop and the agent told me the same - I will have to upgrade my phone. However I checked the checker on MSE and on the O2 website and they say it is compatible. In fact on O2 I checked 3 ways using the IMEI number then the model number then the name. It confirms "Great news!
Your device moto g10 is compatible with 4G calling". Should I just renew my contract and wait to see if I need a new phone when the switchoff happens?

Did it specifically mention the Moto G10 not being compatible or was it a more generic email saying that 3G is being turned off and your phone may not work for calls?

Grumpy_chap

flaneurs_lobster said:

Are we saying that Tesco Mobile is just outright lying about people's phones being incompatible or is there a nuance here about phones that might well be 4G enabled (for data) but might not be capable of 4G Calling (aka VoLTE)?

I don't think Tesco Mobile are lying.  They just seem to be relying on a limited amount of data - in essence the last phone purchased from Tesco Mobile, so ignoring any more recent updates.  Can the MVNO actually see what handset you are using?

In my case, the e-mail [which I redacted as appropriate] is as follows:


Hello [***],

We're getting in touch about the mobile number ending [***] on your [last phone purchased from Tesco Mobile]. If you’ve already switched to a 4G or 5G compatible phone, you can ignore this message.

Our 3G network will be switched off across the UK by the end of 2025. Some areas have already made the change.

We believe your current phone isn’t compatible with 4G or 5G. Once 3G is switched off in your area, you may experience limited connectivity.



The message then continues about how I can get a new phone from Tesco Mobile and a discount offer.  

I simply ignored the whole message as I have switched phones far more recently than the last phone I purchased from Tesco Mobile.  For the past few years, I have found the phones to be better priced elsewhere than from Tesco Mobile.

balernodave

JSmithy45AD said:

balernodave said:

My Tesco contract is ending and Tesco emailed me to say the 4 year old Moto G10 I own will not work once they shut down 3G very soon. I used their checker and it confirms this. I visited the shop and the agent told me the same - I will have to upgrade my phone. However I checked the checker on MSE and on the O2 website and they say it is compatible. In fact on O2 I checked 3 ways using the IMEI number then the model number then the name. It confirms "Great news!
Your device moto g10 is compatible with 4G calling". Should I just renew my contract and wait to see if I need a new phone when the switchoff happens?

Did it specifically mention the Moto G10 not being compatible or was it a more generic email saying that 3G is being turned off and your phone may not work for calls?

The email was specific as I have only had one smart phone bought from Tesco and with a sim only contract. It said: "We believe your current phone isn’t compatible with 4G or 5G. Once 3G is switched off in your area, you may experience limited connectivity."

balernodave

flaneurs_lobster said:

claire07 said:

My OH has a Motorola E7i Power on contract with Tesco Mobile which is nearly 5 years old and he had the same email saying it wouldn't work when 3G was switched off later this year. It panicked him so I checked around as many sites as I could and it seems fine for 4G so I presume it is a misleading email from Tesco Mobile.

Are we saying that Tesco Mobile is just outright lying about people's phones being incompatible or is there a nuance here about phones that might well be 4G enabled (for data) but might not be capable of 4G Calling (aka VoLTE)?

That may be the case - the shop guy said pretty much that, you can have one but not the other. I really hope they are not misleading folk. Since my OP I have been on the O2 website and the Check your Device is Ready for 3G Switchoff. I have tried all 3 tests - my IMEI number, my model number and my model name and all 3 say Great News, your device is compatible with 4G Calling. However the result does not mention data.

balernodave

Grumpy_chap said:

flaneurs_lobster said:

Are we saying that Tesco Mobile is just outright lying about people's phones being incompatible or is there a nuance here about phones that might well be 4G enabled (for data) but might not be capable of 4G Calling (aka VoLTE)?

I don't think Tesco Mobile are lying.  They just seem to be relying on a limited amount of data - in essence the last phone purchased from Tesco Mobile, so ignoring any more recent updates.  Can the MVNO actually see what handset you are using?

In my case, the e-mail [which I redacted as appropriate] is as follows:


Hello [***],

We're getting in touch about the mobile number ending [***] on your [last phone purchased from Tesco Mobile]. If you’ve already switched to a 4G or 5G compatible phone, you can ignore this message.

Our 3G network will be switched off across the UK by the end of 2025. Some areas have already made the change.

We believe your current phone isn’t compatible with 4G or 5G. Once 3G is switched off in your area, you may experience limited connectivity.



The message then continues about how I can get a new phone from Tesco Mobile and a discount offer.  

I simply ignored the whole message as I have switched phones far more recently than the last phone I purchased from Tesco Mobile.  For the past few years, I have found the phones to be better priced elsewhere than from Tesco Mobile.

Agreed about limited data Tesco seem to have but my email was the same as yours and mentioned my phone and model since I bought it at the start of my sim only contract so they are specific in my case. As my reply to flaneurs_lobster the O2 website checker says my device is compatible with 4G Calling - it doesn't mention data.

flaneurs_lobster

balernodave said:

flaneurs_lobster said:

claire07 said:

My OH has a Motorola E7i Power on contract with Tesco Mobile which is nearly 5 years old and he had the same email saying it wouldn't work when 3G was switched off later this year. It panicked him so I checked around as many sites as I could and it seems fine for 4G so I presume it is a misleading email from Tesco Mobile.

Are we saying that Tesco Mobile is just outright lying about people's phones being incompatible or is there a nuance here about phones that might well be 4G enabled (for data) but might not be capable of 4G Calling (aka VoLTE)?

That may be the case - the shop guy said pretty much that, you can have one but not the other. I really hope they are not misleading folk. Since my OP I have been on the O2 website and the Check your Device is Ready for 3G Switchoff. I have tried all 3 tests - my IMEI number, my model number and my model name and all 3 say Great News, your device is compatible with 4G Calling. However the result does not mention data.

Any phone that supports 4G Calling has 4G data as a prerequisite.

balernodave

UPDATE: Visited the Tesco store today and showed them the evidence I have. I received a lengthy explanation as to why my Moto G10 is not considered compatible once 3G is switched off - which I was told for East Scotland may now be January. The guy checked my phone settings etc and told me that Tesco are a Mobile Virtual Network Operator and use the O2 Network for calls. They aparently use their own slightly different technology. Tesco will require VoLTE rather than just LTE for 4G Calling. He checked the phone for software updates that might cover this and there are none - I have queried this with Motorola awaiting reply. The result is that I will renew my contract which I cover with Tesco Clubcard vouchers using a new phone - either added to my sim only contract or bought outright. If it turns out that the Moto G10 still works after switchoff I will definitely be in touch with Tesco again. Incidentally they are expecting a lot of customers to be changing phones in the next 2 months so they run short of supplies.

Grumpy_chap

FWIW, if individuals have not responded and purchased a new phone from Tesco in response to the messages about the phone not being compatible, Tesco sent me (and I assume others) a £40 discount code for a new phone.  Worth bearing in mind if still (according to Tesco) needing to buy a new phone to wait for the offer code to arrive.  Obviously, even with the offer code, check the price is still competitive compared to other phones / suppliers.