Urgent Alert: Connectivity Issues Plague Certain Samsung Phones on Triple Zero – Is Your Model Affected?

Telstra and Optus have released individual alerts this afternoon regarding connectivity issues affecting several older Samsung models. These devices are reportedly struggling to connect to the Vodafone network to reach emergency services.

According to a Vodafone representative, the problem does not stem from their network. Instead, it is linked to a “limitation in how certain devices were originally configured to search for emergency connectivity.” Samsung has acknowledged the issue and is actively working on a solution.

Below is the comprehensive list of devices that require replacement.

Nonetheless, Telstra and Optus have identified a problem where these affected Samsung devices fail to connect to Vodafone when their primary networks are down, potentially preventing users from making emergency calls in such circumstances.

However, Telstra and Optus both said there is an issue where the impacted devices aren’t properly connecting to Vodafone when their networks are unavailable, leaving those customers unable to make an emergency call in those situations.

“We immediately notified Samsung and the other network operators when we discovered the issue,” Telstra head of networks and technology Shailin Sehgal said.

“Given the nature of the issue, we’re legally obligated to inform customers impacted and block devices from our network that are not fixed.

See the full list of devices that need a software update in the table below.

“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.”

Optus also said the issue did not relate to its network.

Telstra said 71 Samsung models, most of them from the popular Galaxy range, are affected by the issue.

While some of the impacted models came out a decade ago, others were released in the 2020s.

Of the 71 models, 11 need to be replaced, while Telstra said the remaining 60 require an update to fix the issue.

Telstra and Optus are reaching out to impacted customers by email and SMS to let them know what to do.

Due to legal requirements, the impacted devices will be blocked from accessing any local mobile network from 28 days after the notifications are issued.

In a statement, Samsung said it is working on the issue with the telcos.

“Samsung and its carrier partners are working together to ensure all devices operate reliably in every emergency situation,” a spokesperson said.

“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.”

Vodafone, meanwhile, said it had also “identified a small number of devices that either need a software update or need to be replaced to ensure emergency call compatibility”.

It also said it would block incompatible devices that aren’t replaced or updated as needed.

“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,” a spokesperson said.

“Our teams are available in-store and via customer care to assist with updates and upgrades.”