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FAQ on Xiaomi Device Connectivity and the Australian 3G Shutdown

November 2, 2024

For more info please also read our statement: https://xiaomitech.com.au/blogs/news/notice-on-3g-shutdown-and-network-connection-for-xiaomi-devices

1. Why is my Xiaomi phone no longer connecting to the network?

Following the recent 3G shutdown in Australia, the ACMA (Australian Communications and Media Authority) introduced new regulations requiring carriers to restrict devices that cannot support emergency 000 calls over 4G/5G. This may affect certain Xiaomi devices until they are added to carriers' whitelists.

2. Is this issue due to a problem with my Xiaomi device?

Xiaomi devices that match one of the TAC codes listed in our announcement are verified to work correctly with 4G/5G networks in Australia. However, devices outside this list may have connectivity limitations, as compatibility and regulatory compliance may vary.

3. Which Xiaomi devices are compatible with Australian 4G/5G networks?

Xiaomi devices purchased from authorized Australian retailers (such as JB HiFi, Harvey Norman, Amazon Australia [excluding 3rd-party sellers], Mobileciti, and our website Xiaomitech.com.au) are designed to meet Australian network and regulatory requirements. If purchased after December 2023 and with a matching TAC code, these devices are assured to fully support 4G/5G, including emergency calls over 4G.

4. How can I check if my Xiaomi device will work on Australian networks?

You can verify compatibility by checking if the first 8 digits of your device’s IMEI 1 number (known as the TAC code) match those on our approved list. For details, please refer to our blog post.

5. What should I do if my device is blocked by my carrier?

If your Xiaomi device has been restricted from connecting, we recommend reaching out to your carrier to request that they unblock your device. Alternatively, you can wait for the carrier’s whitelist update, which we are actively working on with the major Australian carriers (Telstra, Optus, and Vodafone).

6. When will my device’s network connection be restored?

We are working closely with Telstra, Optus, and Vodafone to ensure all eligible Xiaomi devices are whitelisted as soon as possible. While we aim to complete this process quickly, the exact time frame depends on each carrier's update schedule. We recommend contacting your carrier directly to inquire about specific restoration timelines for your device model.

7. I bought my Xiaomi device from a global retailer or unauthorized reseller; will it work in Australia?

Devices purchased outside of our authorized retail channels (e.g., AliExpress, Spectronic) may not be fully compliant with Australian network requirements and may not appear on the carriers' whitelist. Only Xiaomi models sourced through authorized Australian retailers are assured to work seamlessly in Australia.

8. Will my Xiaomi device be compatible if the TAC number matches, even if purchased from an unofficial seller?

A matching TAC code may indicate compatibility, but we can only guarantee whitelisting for devices purchased through authorized Australian channels. We encourage customers to support our Australian models for guaranteed compliance.

9. Is there a way to confirm compatibility before unboxing my device?

Yes, you can check the device’s IMEI 1 number by looking up the TAC code. This 8-digit number at the start of the IMEI identifies the device model. Refer to our approved TAC list to verify compatibility.

10. What should I do if my device is ineligible for whitelisting?

For legacy models or non-Australian versions currently ineligible for whitelisting, we are coordinating with our HQ to explore possible solutions. Meanwhile, please reach out to your retailer for support on exchanges or returns.

11. I bought my device from Amazon. How do I know if it’s from the official Xiaomi store?

The official Amazon AU store for Xiaomi only includes devices sold directly by Amazon Australia (excluding 3rd-party sellers). Third-party Amazon sellers are not part of our authorized channels. For guaranteed compatibility, please check our list of authorized Australian retailers.

12. How can I get support if I have further questions or issues?

For further assistance, please contact our customer support team via our support page: xiaomitech.com.au/pages/contact. We are here to help ensure you have a seamless experience with your Xiaomi device in Australia.