Issue with older Samsung phones connecting to Triple Zero

Recent mobile device testing undertaken by the telco industry has identified an issue affecting certain older Samsung mobile phones when attempting to make Triple Zero calls.

During emergencies, if for any reason a mobile phone cannot connect to its regular network, the phone is designed to search for another available network (known as ‘camping on’) in order to reach Triple Zero. In Australia, available networks include Telstra, Optus and Vodafone (the latter owned by TPG Telecom).

However, recent testing has identified a number of older Samsung mobile devices that are not correctly connecting to the Vodafone network when the Telstra and Optus mobile networks are unavailable. While this only happens under very specific conditions, the ability to camp on is a requirement by law to ensure Triple Zero calls can be made when a primary network is unavailable.

Under the Emergency Call Services Determination (ECSD), telcos must notify customers within five business days of identifying a non-compliant device; such devices must then be blocked within the next 28–35 calendar days. Once blocked, devices will no longer be able to make or receive calls, send texts, or use mobile data. They will still be able to use Wi-Fi, but not to make voice calls, including emergency calls.

While most affected devices can be fixed with a simple software update, some devices that were released at least seven years ago will need to be replaced. Identified devices will be blocked by Optus 28–35 days after customers are notified, while affected Telstra customers will be blocked after 28 days.

The following devices will need to be replaced:

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

Another 60 Samsung devices will require a software update. Devices that are running the most up-to-date software version available will already have the fix installed on their device.

To find the model number of your Samsung device, go to Settings, and then tap About phone. You can also use the Settings menu to download the latest software or system updates.

The Australian Communications and Media Authority (ACMA) says it has been notified of the issue and advised that Telstra, Optus, TPG Telecom and Samsung are working on remediation plans for customers with affected devices. The Authority has also stressed the need for the telcos to address this issue as a matter of priority, as per their responsibilities under emergency call services rules.

Under the rules introduced by the ACMA in 2024, telcos must identify mobile phones that are unable to access the emergency call service, notify affected customers and provide assistance to these customers. These rules are designed to protect Australians in critical situations and ensure mobile devices operate reliably under Australian conditions when making emergency calls.

The ACMA strongly encourages anyone who has a listed Samsung phone or is unsure if their phone is affected to contact their telco provider.

Image credit: iStock.com/krystiannawrocki