Telstra has contacted customers about an issue affecting older Samsung phones, preventing the devices from connecting to triple zero in certain situations. Some of the phones need to be replaced entirely, while more recent models can be fixed with a software update.
Explained via Telstra’s blog, the telco’s testing found that specific Samsung phones did not connect correctly to the Vodafone network when other networks were unavailable. In Australia, if a phone cannot connect to its primary network — for example, the Telstra network for Telstra customers — it should automatically connect to another network when calling triple zero.
“We immediately notified Samsung and the other network operators when we discovered the issue,” Telstra’s blog stated. “Given the nature of the issue, we’re legally obligated to inform customers impacted and block devices from our network that are not fixed.”
TPG Telecom, the company that owns Vodafone, told ABC News that the issue “is not a fault of the Vodafone network, but a limitation in how certain devices were originally configured to search for emergency connectivity”.
The Australian Communications Consumer Action Network also told ABC News that it estimates “tens of thousands” of customers are potentially affected.
Which Samsung phones are affected?
Telstra’s announcement included two groups of Samsung phones. One includes various models from as recent as 2017 that “need to be replaced”. Phones, including the Samsung Galaxy Note 5, Galaxy S7, and Galaxy A7, are impacted by the issue.
The second set of devices, as advised by Telstra, includes 60 Samsung handsets that require a software update to fix the issue. Phones as recent as the Galaxy S21 series from 2022 were listed by the telco. According to Telstra, this second group of phones already has the latest software installed, so no further action is required.
What’s next for Samsung owners affected by the triple zero issue?
Telstra warned that mobile network operators are required to block devices that cannot properly connect to emergency services, as part of the Emergency Service Call Determination.
“If your device is on the list of impacted devices, you will have 28 days from when we notify you to update the software or replace your device to stay connected to the Telstra network,” Telstra’s blog explained. “After this time, the device will be blocked from accessing all Australian mobile networks.”
Once blocked, the impacted devices can still access Wi-Fi to use data-based applications. However, they will be unable to make and receive calls, or send and receive SMS messages.
Thousands of Australians had to upgrade their phones in 2024 following the 3G network shutdown. Some phones relied on 3G to make triple zero calls, forcing owners of older devices to upgrade.
In September, some Optus customers couldn’t connect to triple zero, which was linked to multiple deaths. The latest issue adds further scrutiny to phone manufacturers and Australia’s access to emergency services.
The post Triple zero issue: Update or replace these Samsung phones now appeared first on GadgetGuy.
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