Device Blocking – Emergency Calls
Everything you need to know about blocking of certain handsets and how it impacts emergency calls.
Keeping you safe: an issue with some older mobile devices calling Triple Zero.
We’ve 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 isn’t available.
This means that in rare cases, if your device can’t 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’ll need to either update its software or use another compatible device.
What’s happening?
When your primary mobile network isn’t available, your phone is designed to automatically connect to another available network (for example, 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 doing this. The issue doesn’t affect calls made while you’re connected to the Telstra or Optus networks, and it doesn’t affect Voice over Wi-Fi calls when mobile networks are unavailable.
How can this be fixed?
Most affected devices can be fixed with a simple software update completed directly on the phone.
However, some older models that are over seven years old may need to be replaced, as updates are no longer available.
If your device is affected, you’ll need to update your software or use another compatible handset to ensure emergency calls work correctly.
We’ll be contacting customers who are affected. If you are one of those customers, we strongly recommend taking action as soon as possible.
- Devices that require an upgrade or replacement will be blocked from accessing the network on 26/11/2025. This date cannot be moved.
- Devices that require a software update will be notified as soon as possible.
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’s instructions to update your software. If it cannot be updated, you’ll need to use another compatible device to make sure you can call Triple Zero in an emergency.
The following devices will need to be replaced:
The following devices require a software update.
Devices that are running the most up-to-date software version available already have the fix installed on their device.
What happens if I don’t update or replace my device?
Under the Government’s Emergency Service Call Determination, all mobile network operators must block devices that aren’t configured to make emergency calls.
If your device is impacted and you don’t take action, it will be blocked from accessing all Australian mobile networks after 26/11/2025.
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’s blocked?
Yes, you can still connect to Wi-Fi for data. However, blocked devices won’t be able to make or receive calls (including emergency calls) or send and receive SMS over Wi-Fi.
Need help?
If you have one of the impacted devices or need support updating your phone, get in touch with our team:
📞 Call us on 13 14 13
💬 Chat with us live at www.letsbemates.com.au
