- Samsung Devices
- Triple Zero Emergency
- Mobile Network Safety
Older Samsung devices may fail to connect Triple Zero calls on Vodafone network. Learn which models are affected, how to fix the issue, and what happens if you don't act within 28 days.
Understanding the Triple Zero Emergency Call Issue
When your primary mobile network becomes unavailable, your device is engineered to automatically switch to another available network to ensure Triple Zero emergency calls can still be placed. For Telstra customers, this means your phone should seamlessly transition from the Telstra network to either Optus or Vodafone when necessary.
Recent comprehensive testing has revealed a critical flaw affecting certain older Samsung mobile devices. These devices are failing to properly connect to the Vodafone mobile network when other networks are unavailable, potentially compromising emergency call capabilities. Upon discovering this issue, Telstra immediately notified Samsung and other network operators, and is now legally required to inform affected customers and take action to protect network integrity.
It's crucial to understand that this issue is not related to the Telstra network itself. Your ability to call Triple Zero remains unaffected when using either the Telstra or Optus networks. Additionally, Voice over Wi-Fi functionality for emergency calls continues to work normally when no mobile network is available.
Which Samsung Models Are Affected by This Issue
Only specific Samsung device models are impacted by this emergency call connectivity problem. The affected devices fall into two categories: those requiring replacement and those that can be fixed through software updates.
Devices requiring replacement include models that are at least seven years old since their original release date. These older units cannot be remedied through software patches due to hardware or firmware limitations. Telstra will reach out to customers using these devices with replacement options tailored to individual needs.
The second category comprises devices that can be resolved through a software update completed directly on the device. If your Samsung phone is already running the most current software version available, the fix has already been installed and no further action is required.
How to Identify If Your Device Is Impacted
Telstra is proactively contacting all customers using affected devices through email or SMS communications. These messages will provide specific instructions based on your particular device model. To manually check your device model number, navigate to Settings on your Samsung phone, then tap About Phone to view the model information.
If you receive a notification from Telstra, it's essential to take prompt action. Depending on your device model, you'll either need to install a software update or replace your device entirely. For customers requiring replacements, Telstra will present various options designed to accommodate different preferences and circumstances.
Important Timeline and Consequences of Inaction
Under the Government's Emergency Service Call Determination, all mobile network operators are legally obligated to block devices from their networks that are not properly configured to access emergency call services. This regulation exists to maintain the integrity and reliability of Australia's emergency response system.
If your device appears on the list of impacted models, you will have twenty-eight days from the date of notification to either update your software or replace your device. Failure to act within this timeframe will result in your device being blocked from accessing all Australian mobile networks, not just Telstra. This blocking measure is mandated by law and applies across all carriers.
Current Functionality and Network Access
Despite this identified issue, affected devices can still successfully place Triple Zero calls today under specific conditions. As long as your phone is connected to the Telstra network, or in areas where Optus network signal strength exceeds Vodafone's when Telstra is unavailable, emergency calls will connect properly.
After a device is blocked from mobile networks, it will still retain the ability to connect to home Wi-Fi networks for data purposes only. However, blocked devices lose all voice calling capabilities over Wi-Fi, including emergency calls, and cannot send or receive SMS messages. This limitation significantly reduces the device's practical utility for communication purposes.
Getting Assistance and Updating Your Device Software
Telstra consumer customers requiring additional help can contact the specialist support team on 1800 172 213. Small Business customers should call 1800 870 542. Customers can also visit their local Telstra store for in-person assistance. Belong customers can access online support or call 1300 235 664 between 8am and 8pm AEDT seven days per week.
To update your Samsung device software, swipe down from the top right corner of the screen using two fingers, then tap the Settings icon. Navigate to Software Update or System Updates, noting that the exact wording varies between models. Select Download and Install, Check for System Updates, or Check for Software Updates. If an update is available, it should begin downloading automatically, though some devices may require you to tap Download Now. Once the download completes, follow the on-screen prompts to install the update. You may need to repeat this process multiple times to ensure your device is running the latest version available.