How do I make sure my Samsung mobile can make Triple 000 calls?
Some older Samsung mobile devices may not be able to make Triple Zero (000) calls via the Vodafone mobile network when your primary mobile network is unavailable. Find out how to check and what you need to do.
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What do I need to do?
Depending on the model of your Samsung mobile, you have one of two actions you need to take to make sure you can make Triple Zero calls in an emergency when your primary mobile network is unavailable:
- Replace it with a newer model or
- Keep the device and update it to the latest software.
Samsung models, released more than seven years ago must be replaced. We would’ve sent you an email or SMS to let you know your device has been impacted.
Check how your mobile has been impacted
| Model No. | Device Name |
|---|---|
| SM-A720F | Galaxy A7 (2017) |
| SM-A520F | Galaxy A5 2017 |
| SM-J120ZN | Galaxy J1 2016 |
| SM-J320ZN | Galaxy J3 2016 |
| SM-J530Y | Galaxy J5 (2017) |
| SM-N920I | Galaxy Note 5 |
| SM-G920I | Galaxy S6 |
| SM-G925I | Galaxy S6 edge |
| SM-G928I | Galaxy S6 Edge+ |
| SM-G930F | Galaxy S7 |
| SM-G935F | Galaxy S7 Edge |
| Model No. | Device Name |
|---|---|
| SM-A315G | Galaxy A31 |
| SM-A325F | Galaxy A32 |
| SM-A426B | Galaxy A42 5G |
| SM-A505YN | Galaxy A50 |
| SM-A525F | Galaxy A52 |
| SM-A715F | Galaxy A71 |
| SM-A716B | Galaxy A71 5G |
| SM-A725F | Galaxy A72 |
| SM-A530F | Galaxy A8 (2018) |
| SM-G610Y | Galaxy J7 Prime |
| SM-J730G | Galaxy J7 Pro |
| SM-J810Y | Galaxy J8 |
| SM-N970F | Galaxy Note10 |
| SM-N980F | Galaxy Note20 |
| SM-N985F | Galaxy Note20 Ultra |
| SM-G780F | Galaxy S20 FE |
| SM-G780G | Galaxy S20 FE |
| SM-G985F | Galaxy S20+ |
| SM-G398FN | Galaxy XCover 4s |
| SM-G525F | Galaxy XCover 5 |
| SM-F707B | Galaxy Z Flip 5G |
| SM-A115F | Galaxy A11 |
| SM-A125F | Galaxy A12 |
| SM-A127F | Galaxy A12s |
| SM-A205YN | Galaxy A20 |
| SM-A217F | Galaxy A21s |
| SM-A226B | Galaxy A22 5G |
| SM-A305YN | Galaxy A30 |
| SM-A326B | Galaxy A32 5G |
| SM-A515F | Galaxy A51 |
| SM-A526B | Galaxy A52 5G |
| SM-A705YN | Galaxy A70 |
| SM-A908B | Galaxy A90 5G |
| SM-F900F | Galaxy Fold |
| SM-N975F | Galaxy Note 10+ |
| SM-N976B | Galaxy Note 10+ 5G |
| SM-N950F | Galaxy Note 8 |
| SM-N960F | Galaxy Note 9 |
| SM-N981B | Galaxy Note20 5G |
| SM-N986B | Galaxy Note20 Ultra 5G |
| SM-G973F | Galaxy S10 |
| SM-G977B | Galaxy S10 5G |
| SM-G975F | Galaxy S10+ |
| SM-G970F | Galaxy S10e |
| SM-G980F | Galaxy S20 |
| SM-G981B | Galaxy S20 5G |
| SM-G781B | Galaxy S20 FE 5G |
| SM-G988B | Galaxy S20 Ultra 5G |
| SM-G986B | Galaxy S20+ 5G |
| SM-G991B | Galaxy S21 5G |
| SM-G998B | Galaxy S21 Ultra 5G |
| SM-G996B | Galaxy S21+ 5G |
| SM-G950F | Galaxy S8 |
| SM-G955F | Galaxy S8+ |
| SM-G960F | Galaxy S9 |
| SM-G965F | Galaxy S9 Plus |
| SM-G715FN | Galaxy Xcover Pro |
| SM-F700F | Galaxy Z Flip |
| SM-F916B | Galaxy Z Fold 2 5G |
| SM-J250G | J2 Pro |
If you’re unsure of your Samsung model number, on your mobile:
- Go to Settings
- Scroll to About phone.
Select the action required
If a replacement is required, you’ll receive an email or SMS from Telstra. We’ll provide some options to you based on your needs and advise you of the date it needs to be replaced. If you have an impacted device and have not been contacted, please call our specialist team:
- Telstra personal customers: 1800 172 213
- Telstra business customers: 1800 870 542
- Belong customers: 1300 235 664
You can do this in your Samsung device Settings:
- Go to Settings
- Scroll to and select Software update (or System updates depending on your model)
- Select Download and install*
- Follow on-screen instructions to install the software update.
*Your phone will check for any available System or Software updates. If an update is available, it will show you the version and size. If your software is up to date, it will say “Your software is up to date.”
Frequently asked questions
Yes. As long as it is 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.
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. It is not specific to Telstra and is not an issue with Telstra’s mobile network or the Triple Zero system. This is an issue impacting some older Samsung devices and does not affect recent Samsung models.
No. Once blocked, your device will not be able to access any Australian mobile networks. It will still connect to Wi-Fi for data, but you won’t be able to make or receive voice calls (including emergency calls) or send/receive SMS over Wi-Fi.
You can read more about Keeping you safe: an issue with some older mobile devices calling Triple Zero.
If you have one of the impacted devices and need more help, call our specialist team:
- Telstra personal customers: 1800 172 213
- Telstra business customers: 1800 870 542
- Belong customers : 1300 235 664
You can also visit a store. Find a store.
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