As part of our device testing, we've identified a number of older mobile devices that are not correctly connecting to the Vodafone 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.
In a situation where your primary mobile network is unavailable, your mobile device is designed to automatically connect to another available mobile network to place a Triple Zero call.
For Telstra customers, the primary mobile network is “Telstra” and another available mobile network would be Optus or Vodafone in Australia.
After completing some recent testing, we’ve identified a number of older Samsung mobile devices that are not correctly connecting to the Vodafone mobile network when other mobile networks are unavailable. We immediately notified Samsung and the other network operators when we discovered the issue. Given the nature of the issue, we’re legally obligated to inform customers impacted and block devices from our network that are not fixed.
To be clear, this issue does not relate to the Telstra network, and it does not impact your ability to call Triple Zero when you’re using the Telstra network or the Optus network. It also does not impact your ability to use Voice over Wi-Fi to place a Triple Zero call when no other mobile network is available.
Some devices that are at least seven years since release will need to be replaced. Most devices can be fixed with a software update that can be completed directly on the device.
In both cases, we will reach out to our customers via email or SMS to let them know what to do based on the device they’re using.
Updated: November 27, 2025
Only the Samsung devices listed below are impacted by this issue.
The following devices, as of 27 November 2025, are blocked from the Telstra mobile network and will need to be replaced:
The following devices require a software update or they will be blocked from the Telstra mobile network from 14 January 2026. Devices that are running the most up-to-date software version available already have the fix installed on their device.
We’ll be contacting customers using these devices directly via email or SMS, to provide specific instructions. Depending on the model, customers will need to update the software on their device or replace it. If a replacement is required, we’ll provide some options based on our customer’s needs.
Go to Settings, and then tap About phone to view the model number. We will contact all customers directly that need to replace their device or update their software. You can find instructions for updating your software below.
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 we notify you to update the software or replace your device to stay connected to the Telstra network. After this time, the device will be blocked from accessing all Australian mobile networks.
No. This is an issue impacting several older Samsung devices and does not affect recent Samsung models. It is not specific to Telstra and is not an issue with Telstra’s mobile network or the Triple Zero system.
Yes. As long as they are connected to the Telstra network, or where it is not available, the Optus network has greater signal strength than the Vodafone network, the phone will be able to connect a Triple Zero call.
No. Calling Triple Zero is not a reliable test of whether your device is impacted by this issue and could give you a false sense of confidence. It's best to follow the instructions provided to replace or update your device.
Yes. Your phone can connect to a Wi-Fi network for data purposes only. However, blocked devices won’t be able to make or receive voice calls over Wi-Fi, including emergency calls, or send and receive SMS.
If you have one of the impacted devices and need more help, Telstra consumer customers can call our specialist team on 1800 172 213. Telstra Small Business customers can call us on 1800 870 542. Telstra customers can also visit their local Telstra store.
Belong customers can get help online or call 1300 235 664 between 8am and 8pm AEDT 7 days a week.
