Emergency Call Issue on Some Older Samsung Devices

You may use this FAQ to help inform your customer support team and your customers.

What you need to do

Understand your obligations under the Telecommunications (Emergency Call Service) Determination and communicate with your end users accordingly using the impacted device information that we provide.

MVNOs do not need to disconnect any services (as blocking of devices will be performed by Telstra at a network level).

After the blocking date, you are responsible for determining arrangements with end users regarding billing and customer management.

Your regulatory obligations

We encourage all Service Providers to review their obligations under the Telecommunications (Emergency Call Service) Determination 2019, particularly:

What Telstra will do Prior to the blocking date:

What end users with impacted devices need to do

Before the blocking date, end users with impacted devices must either:

Device unblocking

If your customer upgrades their device firmware after the blocking date it is possible to have the device unblocked. We will provide more detail about the unblocking process later, but we expect it to follow a similar process to that in use for lost/stolen devices.

Which Samsung model numbers are impacted?

Only the Samsung devices listed below are impacted by this issue.

Devices that have installed a software update since September 2021 will have already received the fix for this issue. It’s always recommended to install the latest software update available, and if unsure, a customer should follow Samsung’s guidance to see if an update is available. End customers can find their model number in settings / about phone or by looking for a label on the back of the device.

The following devices will need to be replaced (Group 1, blocking date 26th November):

Recorded Voice Announcement (RVA) & SMS

From 19th November 2025, we require you to send the first notification to your customers. This could be by SMS, email or both. A traditional mail item (where a postal address is known) adds validity to electronic messages. On, or shortly after this date, Telstra will commence playing an RVA at the start of any outbound calls made on the impacted devices. This will be accompanied by an SMS, which is sent after the initial RVA, then once per week. If the firmware is successfully updated, the RVA and SMS will cease.

RVA wording

The RVA for end users on the Telstra Wholesale Mobile Network will say:

“Update your phone software now to keep calling Triple Zero. Check our SMS and contact your service provider. “

SMS wording

This () mobile phone you use with number may not have the latest software and settings enabled, which means you may not be able to call Triple Zero (000). You must update to the latest software now to ensure your phone can continue to call Triple Zero.

If you do not update to the latest software, we will be required under Australian law to block this phone from connecting to Telstra’s mobile network. Once the phone is blocked you won't be able to use it for any calls (including to 000), texts or data on the mobile network.

Check your device manual for instructions on how to update your software and consider enabling automatic updates. Contact your service provider for more info.

Suggested messaging for your impacted customers

We’ve identified that the %%DEVICE%% you’re using with mobile number: %%SERVICE_ID%% may not be able to make Triple Zero calls through an alternate network if your call cannot be connected through the Telstra Wholesale Mobile Network. Due to Australian legal requirements, your device software needs to be updated to the latest version otherwise we’re required to block this device from accessing Telstra’s mobile network which will prevent it from making any calls, sending SMS or using data. Visit %% WEBPAGE URL WITH INFORMATION ABOUT THIS%% for more info. To keep you connected you can %%PROVIDE AVAILABLE OPTIONS%%

How can this issue be fixed?

For some devices, there is no fix available. These will need to be replaced. Fortunately, most devices can be fixed with a software update that can be completed by the device owner directly on the device. We recommend that all users ensure their device is using the latest firmware version, to ensure security patches are also up-to-date, and that the customer is getting the best from their device.

What happens if the end customer takes no action?

Under the Emergency Service Call Determination, all mobile network operators are required to block devices from their networks that are not configured to access emergency call services. If a customer’s device is on the list of impacted devices, and they do not take the appropriate action, the device will be blocked from accessing all Australian mobile networks.

Does this issue only impact customers using the Telstra Wholesale Mobile Network?

No. This is an issue impacting some older Samsung devices and does not affect recent Samsung models. It is not specific to Telstra and is not an issue with Telstra’s mobile network, the Telstra Wholesale Mobile Network, or the Triple Zero system.

Can these devices still call Triple Zero today?

Yes. If they are connected to the Telstra Wholesale Mobile Network, or where it is not available, the Optus network has greater signal strength than the Vodafone network, the phone will be able to connect a Triple Zero call.

Can I still use my phone on my home Wi-Fi after it is blocked?

Yes. The impacted phones can connect to a Wi-Fi network for data purposes only. However, blocked devices won’t be able to make or receive voice calls over Wi-Fi, including emergency calls, or send and receive SMS.

How do I update the software on my Samsung device?

https://www.samsung.com/au/support/mobile-devices/how-to-update-your-samsung-galaxy-phone-or-tablet/

1. Using two fingers, swipe down from the top right corner of the screen, and then tap the Settings icon.

2. Swipe to and then tap Software update or System updates. It will vary between models.

3. Tap Download and install, Check for system updates, or Check for software updates. If an update is available, it should begin downloading automatically, although you may need to tap Download now on some devices. If Samsung indicates that the device is already running the latest firmware, no further action is required.

4. When the download is complete, follow the on-screen instructions to install the update.

Note: It is important to repeat this process until at step 3, the device no longer says an update is available. If automatic firmware updates have been switched off in the device for a long time, it’s likely that more than one firmware update has been released. The Android operating system requires all firmware updates to be done sequentially without skipping any.