I also agree with all on the timelines, planning, support needed, who to talk to etc. True.
Service providers should provide
(i) ample reminders about the phasing out
(ii) provide themselves or partner with other programmes on digital literacy
(iii) provide themselves or partner with other programmes to support people to transition onto new devices through refurbishing or 0% interest loans
(iv) use their physical premises as hubs for supporting people with this transition
(v) create gender-sensitive education and training for their staff so they are able to understand how this transition impacts them
(vi) use SMS, radio and print mediums for their communications to reach a broader audience
Some ideas!
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Affordable upgrading options to increase access, and good communication and technical support to help with the transition.
A clear understanding of timelines and what the implications of the 3G switch are. How will it really impact what they currently do and what can they do (if anything) to replace the services they are losing. What will they need to change in their own practise to accommodate 3G switch off.
Possible solutions (mifi options, satellite options, phone upgrades). This should be accompanied with skills support - building confidence around any new skills that may be needed to support the introduction of new devices and tools.
A challenge we have encountered is people being unclear on how to keep the same phone number when changing SIM cards or networks. This will be a key issue when supporting people with the shut down of 3G
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Clear and transparent communication including timelines, impacts, and available support options. This communication should be delivered through multiple channels and in formats accessible to diverse audiences, such as plain language, multilingual materials, and audio/video resources. Also accessibility accommodations for those who have additional needs.
Assistance with upgrading to compatible devices that support newer network technologies, such as 4G or 5G. This could include discounted or subsidized device options, trade-in programs for old devices, and guidance on selecting affordable and suitable alternatives.
Proactive outreach to vulnerable customers, particularly those who may be at higher risk of experiencing disruptions, to offer personalized support and guidance throughout the transition period.
We recommend that service providers reach out to vulnerable customers directly to gain a better understanding of why they have previously not moved to 4G or 5G and what additional support they would need to make this important transition. This will inform what type of support is needed, as it could also vary depending on customersâ needs and preferences.
This recommendation is based on what we learned working in partnership with GTT, the dominant telecoms and mobile provider in Guyana. After launching their mobile money platform, they wanted to increase the number of women, and particularly those based outside of major urban areas, to leverage mobile money as a way to improve their financial inclusion, but uptake was initially slow. As GTT is a key partner in disseminating the Foundationâs HerVenture business skills app to MSMEs in Guyana, we co-designed new learning content on the benefits of mobile money for women entrepreneurs in Guyana with the aim of improving knowledge of mobile money and increase its uptake.
Before designing this content, it was essential to understand why our target audience wasnât currently taking up mobile money. We utilised GTTâs customer reach and brand familiarity to send out a survey via SMS 
, which asked questions to help us understand the barriers to using mobile money and what womenâs needs were around this new tool. We received a large number of responses which not only enabled us to create relevant content, but also gave GTT insights about how to better support their customers. Although weâd anticipated that major barriers might be related to knowledge of how to use mobile money, we were surprised by the results. 
The major barriers were actually related to concerns around security and data protection.
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People really need clear messaging around what 3G actually is , and what that looks like for everyday people. For instance how do you tell if your mobile phone is 3G only what does this mean? what can I do about this? This information would, as always, be best coming not just from high level marketing (TV/Radio) but through trusted folk.
Then as always part of the solution is investing money where itâs most needed ensuring that people who are most affected can get the help they need, i.e. devices which will accommodate the change and data packages that they can afford. We need to provide financial help to organisations to skill up and offer support people navigate switching phones and using essential apps effectively. They could also offer straight referral pathways to replacement devices or distribute voucher-type things.
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mobile number portability is implemented in the UK to make this change easier within a 2h window
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The device providers should also be able to offer refurbished or subsidised or (ideally!) free 4G/5G phones for low-income customers.
ALSO! Data will always be part of the problem. People on lower income streams will also be victims of data poverty. This gives us an opportunity to offer free/low cost data to those most in need to ensure that they are able to access the internet when they need it most. We could do more for people who need that help.
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I copy here what I said above as well.
Vulnerable people need to hear from people who actually understand their situation rather than poorly administered systems which simply rely on being conversant with technology. People often get distressed at having to explain their situation time and time again and are therefore likely to disengaged for fear of being stigmatised or just not listened to. So they might welcome practical, easy to understand solutions like cheaper networks, perhaps using a social tarffiff (available already with some providers for internet) - and being proactively offered help.
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Yes! Data poverty will run through all of this. So offering easy to access help, tariffs, recycled handsets etc is vital.
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Also, those in poverty still using 3G devices will likely be on PAYG style tarrifs and they may need support when transitioning to 4G/5G devices so that they do not mistakenly get âtrappedâ into long, expensive tariffs
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Ideally reused handsets (which is more preferable when it comes to the waste hierarchy). Good Things run its National Device Bank which encourages organisations to donate their end-of-life tech for us to professionally wipe clean, and then distribute out to people experiencing digital exclusion
Thatâs amazing, I think recycling old tech will be a big part of making this work
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In the last 5 mins of this live section of the written discussion - what one call to action would you like to share? Or is there a question we really should have been asking?
A survey / focus group exercise that identifies the key concerns / barriers that face vulnerable consumers in upgrading their 2G/3G device to 4G/5G
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Agree - I think consulting with those who will be most impacted is crucial.
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Thank you all, it was a pleasure!