Keeping you safe: An issue with some older mobile devices calling Triple Zero

Australian mobile operators and Samsung have identified a number of older mobile devices that will not correctly connect to an alternative mobile network to make Triple Zero calls when the customer’s primary mobile network is unavailable. These devices need to be updated or replaced to make sure they work reliably in an emergency. Please note this does not affect newer Samsung devices.

How can this issue be fixed?

Replacements will be required for a limited number of older devices (released over seven years ago).
Most devices can be fixed with a software update that can be completed directly on the device.
Customers that are impacted will receive a notification from their carrier providing them with specific instructions.

How do I know if my device is impacted and what does this mean for me?

Your network operator will contact you directly email or SMS to confirm if your device is impacted and provide instructions. If your device is listed as requiring a replacement, Connect to an Agent so we can share available options with you.

What happens if I don’t act?

Under the Government’s Emergency Service Call Determination, all mobile network operators are required to block devices from their networks that are not configured to access emergency call services. If your device is on the list of impacted devices, you will have 28 days from when your carrier notifies you to update the software or replace your device to stay connected. After this time, the device will be blocked from accessing all Australian mobile networks.

The following devices require a software update. Devices that are running the most up-to-date software version available already have the fix installed on their device.