Urgent calls to replace or update older Samsung phones amid Triple Zero call concerns

The Telco industry has been razor focussed on the Triple Zero system in recent weeks after the disastrous network issue at Optus that led to hundreds of Triple Zero calls not able to be made, and sadly four deaths of people who were unable to call emergency services.

Today, Telstra has revealed that it’s internal testing has found a number of Samsung devices which are not correctly configured to call Triple Zero using the Vodafone network if the Telstra and Optus networks are unavailable.

This feature is called “Camping on” and it’s the simple thing we rely on if we’re out of the coverage area of our normal telco, but our phone is able to “see” another network, Triple Zero will work by “camping on” to that other network to make the call.

Telstra states that “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.“

The company is at pains to point out of course that “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.“

A spokesperson for TPG Telecom who operate the Vodafone network tells EFTM that “Telstra has recently advised TPG Telecom that a small subset of Telstra customers with older Samsung devices on its network do not correctly connect to the Vodafone network when other networks are unavailable.

It is not a fault of the Vodafone network, but a limitation in how certain devices were originally configured to search for emergency connectivity.

TPG Telecom continues to monitor the handsets used on its network and actively work with customers impacted by the emergency call service determination to ensure they can continue to access Triple Zero.

Based on new advice from Samsung, we have also identified a small number of devices that either need a software update or need to be replaced to ensure emergency call compatibility.

Customers who do not update or replace incompatible devices will be unable to make emergency calls and, in line with our regulatory obligations, their devices will be blocked.

We are complying with the emergency call service determination, which requires telcos to block devices that cannot make Triple Zero calls within 35 days of becoming aware of the issue.

We understand that some customers may need extra support, and we are committed to helping them through this process including offering $0 and subsidised handsets where needed. Our teams are available in-store and via customer care to assist with updates and upgrades.”

EFTM understands that the issue may be related to the 3G network closure, meaning that until the end of last year, Triple Zero, and the Camping on functionality was likely working as designed.

Because of the Emergency Calling obligations the telcos are subject to, Telstra will be disconnecting or blocking these devices from their networks altogether soon, though we’re unsure exactly when, they say “Given the nature of the issue, we’re legally obligated to inform customers impacted and block devices from our network that are not fixed. “

Samsung tells EFTM “Samsung and its carrier partners are working together to ensure all devices operate reliably in every emergency situation.

If your device is impacted, your carrier will notify you to provide specific instructions. If you have any questions or concerns, please contact your carrier or reach out to Samsung on 1300 362 603.“

Optus has stated that “Optus and some other telco carriers have recently identified some Samsung mobile devices that will not connect to Triple Zero in certain circumstances. 

To help keep the community safe, all identified devices will be blocked by Optus from between 28 to 35 days after customers are notified. 

And like Telstra, in reference to their obligations, says “Optus conducts monthly reviews of devices connected to its network to verify that they satisfy emergency call requirements. Optus has regulatory and legal obligations to block devices from its network that do not meet these requirements and impacted customers will start to receive SMS and email notifications from 22 October 2025.“

There are eleven devices that simply cannot be fixed and if you own or use one, you must replace it. They are:

Additionally there are a sixty other Samsung devices which can be corrected by simply installing the latest device software – available in Settings under Software Update.

Those devices are: