2G and 3G shutdown – May affect access to the emergency number 112

The phase-out of 2G and 3G mobile networks in Iceland has been underway in recent months. The plan was for Nova, Sýn and Síminn to complete the phase-out around the turn of the year 2025/2026. According to information available to the Electronic Communications Office of Iceland (ECOI), Sýn and Nova have completed the shutdown of 2G. Both companies are well advanced in closing their 3G networks. Nova and Sýn have paused further 3G shutdown for now; 3G service is still available in the Capital Region and Reykjanes, and will remain in operation for the coming months. Síminn has announced that it intends to complete the 2G shutdown shortly after the New Year, while the 3G phase-out may take longer—possibly until mid-next year.

ECOI has been monitoring progress at the telecom operators and maintains an information page on its website on the status of the phase-out. Users are encouraged to review it. However, new information has emerged in recent weeks and months indicating that, in some cases, users’ handsets may be unable to reach 112 for technical reasons after 2G/3G networks are shut down.

ECOI considers this a serious public safety issue, although it affects only a limited group of users. In mid-2025, around 560,000 mobile subscriptions were active in Iceland. At present, ECOI has information suggesting that this issue may apply to several thousand users, with numbers varying by operator.

The information currently available to ECOI points mainly to two technical causes:

• VoLTE is not enabled or not available on the phone (“non-VoLTE”): If a 4G/5G phone does not have VoLTE enabled and no 2G/3G networks are available, then calls—including calls to 112—may, in the worst case, fail to connect.
• Some 4G phones do not place emergency calls over 4G and automatically fall back to 2G/3G (CSFB – Circuit Switched Fallback): This typically occurs due to outdated handset software/firmware or an older device.

Telecom operators have identified, to the best of their ability, customers affected by this issue on their networks. They have repeatedly informed these customers (via SMS, calls, emails and even letters). Many have responded appropriately, but thousands of subscribers may still be in a situation where calls to 112 could fail after 2G and 3G are shut down.

It should be noted that, under Icelandic law, the 112 service is implemented so that the handset searches for any available mobile network to complete a call to 112. If a user’s home network is not available, the handset will select another network, if available.

In areas where operators have not yet shut down their 3G networks, emergency calls to 112 will continue to be carried over the relevant subscriber network as before. Where Sýn and Nova have already switched off 2G and 3G, calls from their users to 112 should be able to route via Síminn’s 3G network through so-called emergency roaming, while Síminn’s 3G network remains in operation.

When emergency roaming occurs on another operator’s 2G/3G network, it is confirmed that it can take longer to connect. This delay can range from a few seconds up to several tens of seconds in the worst case. During this time, the caller may not hear a ringing tone.

What can users do now?

The vast majority of users will not be affected. Nevertheless, ECOI encourages the public and businesses to check their situation in good time—especially with older handsets, devices that have not been updated, or devices purchased outside the EEA and therefore not technically configured for use in Iceland.

Users should:

• Check whether VoLTE is enabled on their phone (setting names vary by manufacturer).
• Update the phone’s operating system/software and, where applicable, carrier settings.
• Check whether the device was purchased outside the EEA.
• Respond promptly to information from their telecom operator if they are told their phone needs an update or replacement due to the issue described above.
• Contact their telecom operator if they are unsure about device support or settings.
• Do not call 112 unnecessarily to test whether the phone works.

A successful 2G and 3G phase-out depends on coordinated action by telecom operators, users and public authorities. Users are urged to address the points above and to share this important message as widely as possible.

ECOI emphasises that emergency calls must reach emergency services without exception. ECOI will continue to monitor developments closely, request the necessary information and apply the measures permitted by law as appropriate. Strengthening cooperation between telecom operators is also being considered, including technical arrangements relating to Síminn’s 3G network while the shutdown is underway.

ECOI will also continue to publish updates and guidance for the public and businesses on its website as soon as new information becomes available.