How do I check if my elevator's emergency phone needs to be upgraded?

Contact us and we will guide you through the process.

Why are 3G networks being phased out?

The capacity of the networks is limited, and the need for data is still growing. 3G partly uses the same frequency as 4G. The space created by the discontinuation of 3G can be used by carriers for 4G traffic.

When will the 3G networks stop working?

The main carriers have indicated that they will permanently switch off the 3G by Monday 28 October, 2024.

What happens if I don't upgrade?

If a passenger gets trapped inside, emergency phones connected to 3G networks may no longer function once the networks are phased out. This means the passenger won't be able to contact our 24/7 Customer Care Centre for assistance—and your elevator may fail its next regulatory inspection. It's the building owner's responsibility to ensure the elevator complies with legislation.

Are the costs for this upgrade covered by the contract?

No, the costs are not covered by your contract. The discontinuation of 3G is not a decision of KONE but has been decided by the carriers. This unforeseen (necessary) modification of your installation(s) is therefore not covered by contract.

Important service notice: Upgrade your elevator’s emergency system to 4G

As mobile network providers in Australia and New Zealand phase out 3G networks, your elevator's emergency communication system may stop working. This means, if a passenger gets trapped inside an elevator, emergency phones connected to 3G networks may no longer function, preventing them from contacting our team for assistance. It’s crucial to act now to avoid future mishaps.

What is an emergency phone and why is it important?

An emergency phone is a crucial alarm system linking the elevator to KONE's customer service round the clock. This connection ensures that users can always reach KONE if the lift malfunctions, thus ensuring user safety.

How does an emergency phone work?

The emergency phone in the elevator is connected to a mobile network via a modem, enabling a direct connection to KONE's customer service. However, many of these emergency phones still operate on the 3G network – which are being phased out. After the phase-out, emergency phones reliant on 3G networks will cease to function.

How does this affect me and when is the deadline?

To ensure that an emergency phone continues to function, it’s essential to upgrade your elevator’s modemsto ones compatible with 4G by Monday 28 October 2024.

How can KONE assist you in smoothly navigating this transition seamlessly?

To ensure that emergency phones connected to 3G networks remain functional, upgrading them to be compatible with the 4G network will be required. Our experts can help you assess the condition of your elevator's emergency phone and recommend the best course of action for you and your equipment.

Let us help you

Whether you have questions about our services or want to know more about recommended solutions, get in touch.

Sample form

How can we help you?

If you're requesting a service call out or repair please contact KONE’s 24/7 Customer Care Centre on 1300 362 022. For general enquiries, please fill in the form below.

First name

Last name

Company

Phone (Please provide a phone number starting with +61 and no spaces)

+61

Address

City

Postcode

State

I am a KONE customer

My enquiry is about

Tell us how we can help you, including project / site name, address and other details.

How would you like to be contacted?

I would like to be contacted by phoneI would like to be contacted by emailPlease do not contact me

I would like to receive relevant content from KONE including marketing messages via email

Please notice, that when you submit this form, we will be collecting your personal data. For more information about personal data processing, please see our Privacy Statement.

Frequently asked questions (FAQ)

Dive into the Details

Contact us and we will guide you through the process.
The capacity of the networks is limited, and the need for data is still growing. 3G partly uses the same frequency as 4G. The space created by the discontinuation of 3G can be used by carriers for 4G traffic.
The main carriers have indicated that they will permanently switch off the 3G by Monday 28 October, 2024.
If a passenger gets trapped inside, emergency phones connected to 3G networks may no longer function once the networks are phased out. This means the passenger won't be able to contact our 24/7 Customer Care Centre for assistance—and your elevator may fail its next regulatory inspection. It's the building owner's responsibility to ensure the elevator complies with legislation.
No, the costs are not covered by your contract. The discontinuation of 3G is not a decision of KONE but has been decided by the carriers. This unforeseen (necessary) modification of your installation(s) is therefore not covered by contract.

This site uses cookies in order to provide you with the best user experience. You consent to the use of cookies by continuing the use of the site without changing your browser settings. You can change your browser settings and preferences at any time. For further information on cookies, please see our privacy statement.

Manage cookie preferences