Device Blocking:
Emergency Calls
📱Everything you need to know about blocking of certain handsets and how it impacts emergency calls
Issues with some older mobile devices calling Triple Zero
We have been advised that some older Samsung mobile devices may not correctly connect to the Vodafone mobile network when trying to make a Triple Zero (000) call if your main mobile network is unavailable.
This means that in rare cases, if your device cannot connect to your regular network, it may not automatically switch to another available network to make an emergency call. To make sure your phone works reliably in an emergency, you will need to either update its software or use another compatible device.
What is happening?
When your primary mobile network is not available, your phone is designed to automatically connect to another available network such as Optus or Vodafone to make an emergency call to Triple Zero.
Some older Samsung devices have been identified as not correctly connecting to the Vodafone network when this happens. The issue does not affect calls made while connected to the Telstra or Optus networks, and it does not affect Voice over Wi-Fi calls.
How can this be fixed?
Most affected devices can be fixed with a simple software update completed directly on the phone. Some older models that are more than seven years old may need to be replaced because updates are no longer available.
If your device is affected, you will need to update your software or use another compatible handset to ensure emergency calls work correctly.
We will be contacting customers who are affected. If you are one of those customers, we strongly recommend taking action as soon as possible.
❗ Important:
- Devices that require an upgrade or replacement will be blocked from accessing the network on 26 November 2025.
- Devices that require a software update will be blocked from accessing the network on 17 December 2025.
Which Samsung devices are impacted?
Only specific older Samsung models are affected. You can check your device model by going to Settings > About phone on your handset.
If your device is on the affected list, follow Samsung instructions to update your software. If it cannot be updated, you will need to use another compatible device to ensure you can contact Triple Zero in an emergency.
The following devices will need to be replaced
These older Samsung models cannot be fixed with a software update and must be replaced to ensure Triple Zero calls work correctly.
The following devices require a software update
Devices that are running the most up to date software version already have the fix installed on their device.
What happens if I do not update or replace my device?
Under the Government’s Emergency Service Call Determination, all mobile network operators must block devices that are not configured to make emergency calls.
If your device is impacted and you do not take action, it will be blocked from accessing all Australian mobile networks after 26 November 2025 (for devices that need to be replaced) or 17 December 2025 (for devices that need a software update).
Can these devices still call Triple Zero right now?
Yes. While your phone remains connected to the Telstra or Optus networks, or where another network has greater signal strength than Vodafone, it can still make Triple Zero calls.
Can I still use my phone on Wi-Fi if it is blocked?
Yes, you can still connect to Wi-Fi for data. However, blocked devices will not be able to make or receive calls, including emergency calls, or send and receive SMS over Wi-Fi.
