How do I make sure my mobile can make Triple 000 calls?

Some older mobile devices may not be able to make Triple Zero (000) calls via the Vodafone/TPG mobile network when your primary mobile network is unavailable. Find out how to check and what you need to do.

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    Important

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

    What do I need to do?

    Depending on the model of your mobile, you have one of two actions you need to take to make sure you can make Triple Zero calls in an emergency when your primary mobile network is unavailable: 



    • Replace it with a newer model or 
    • Keep the device and update it to the latest software.

    Samsung models, released more than seven years ago must be replaced. We would’ve sent you an email or SMS to let you know your device has been impacted.

    Check how your mobile has been impacted

    Models that must be replaced

    Model No. Device Name
    SM-A720F Galaxy A7 (2017)
    SM-A520F Galaxy A5 2017
    SM-J120ZN Galaxy J1 2016
    SM-J320ZN Galaxy J3 2016
    SM-J530Y Galaxy J5 (2017)
    SM-N920I Galaxy Note 5
    SM-N950F Galaxy Note 8
    SM-G920I Galaxy S6
    SM-G925I Galaxy S6 edge
    SM-G928I Galaxy S6 Edge+
    SM-G930F Galaxy S7
    SM-G935F Galaxy S7 Edge

    Model

    GT I9060I DS

    HUI

    N9005

    SC-02M

    SC-42A

    SCV46

    SCV49

    SGH-E250

    SGH-N714

    SGH-N778

    SM-A600FN

    SM-G355H DS

    SM-G360H DS

    SM-A013F/DS

    SM-A013G

    SM-A013G/DS

    SM-A013M

    SM-A013M/DS

    SM-A015T1

    SM-A015W

    SM-A022F

    SM-A022F/DS

    SM-A022G/DS

    SM-A022M

    SM-A022M/DS

    SM-A102N

    SM-A102U

    SM-A102U1

    SM-A102W

    SM-A105F

    SM-A105F/DS

    SM-A105FN

    SM-A105FN/DS

    SM-A105G

    SM-A105G/DS

    SM-A105M

    SM-A105M/DS

    SM-A105N

    SM-A107F

    SM-A107F/DS

    SM-A107M

    SM-A107M/DS

    SM-A176U

    SM-A176U1

    SM-A202F/DS

    SM-A202K

    SM-A2070

    SM-A207F

    SM-A207F/DS

    SM-A207M

    SM-A207M/DS

    SM-A215AZ

    SM-A260F

    SM-A260F/DS

    SM-A260G/DS

    SM-A307FN

    SM-A307FN/DS

    SM-A307G

    SM-A307G/DS

    SM-A307GN/DS

    SM-A307GT/DS

    SM-A320F DS

    SM-A320FL

    SM-A405FM/DS

    SM-A405FN

    SM-A405FN/DS

    SM-A405S

    SM-A5070

    SM-A507FN/DS

    SM-A600A

    SM-A600AZ

    SM-A600F

    SM-A600F/DS

    SM-A600FN

    SM-A600FN/DS

    SM-A600G

    SM-A600G/DS

    SM-A600GN

    SM-A600GN/DS

    SM-A600N

    SM-A600T

    SM-A600T1

    SM-A600U

    SM-A6050

    SM-A6058

    SM-A605F

    SM-A605F/DS

    SM-A605FN

    SM-A605FN/DS

    SM-A605G

    SM-A605G/DS

    SM-A605GN

    SM-A605GN/DS

    SM-A605K

    SM-A6060

    SM-A606F/DS

    SM-A606Y/DS

    SM-A7070

    SM-A707F/DS

    SM-A707F/DSM

    SM-A710F DS

    SM-A710S

    SM-A730F

    SM-A730F DS

    SM-A750C

    SM-A750F

    SM-A750F/DS

    SM-A750FN

    SM-A750FN/DS

    SM-A750G

    SM-A750G/DS

    SM-A750GN

    SM-A750GN/DS

    SM-A750N

    SM-A8050

    SM-A805F

    SM-A805F/DS

    SM-A805F/DSM

    SM-A805N

    SM-A9200

    SM-A920F

    SM-A920F/DS

    SM-A920N

    SM-C5000

    SM-G160N

    SM-G313HY

    SM-G316ML

    SM-G360H

    SM-G3815

    SM-G390F

    SM-G390W

    SM-G390Y

    SM-G532F

    SM-G532F DS

    SM-G532G DS

    SM-G570F DS

    SM-G6000

    SM-G600FY

    SM-G611F

    SM-G611F DS

    SM-G611FF/DS

    SM-G611K

    SM-G611L

    SM-G611M

    SM-G611M/DS

    SM-G611MT/DS

    SM-G611S

    SM-G615F DS

    SM-G7102

    SM-G800HQ

    SM-G8850

    SM-G8858

    SM-G885F/DS

    SM-G885S

    SM-G885Y/DS

    SM-G8870

    SM-G887F

    SM-G887F/DS

    SM-G887N

    SM-G888N0

    SM-G889A

    SM-G889F

    SM-G889G

    SM-G889N

    SM-G889N0

    SM-G889YB/DS

    SM-G892A

    SM-G892U

    SM-G900F

    SM-G900FD

    SM-G900H

    SM-J105F DS

    SM-J106H DS

    SM-J110H DS

    SM-J200F

    SM-J200G DD

    SM-J200M

    SM-J260GU/DS

    SM-J260Y

    SM-J330F

    SM-J330F DS

    SM-J330FN

    SM-J330G

    SM-J330G DS

    SM-J330L

    SM-J330M

    SM-J330M DS

    SM-J330MT

    SM-J330N

    SM-J336AZ

    SM-J337A

    SM-J337AZ

    SM-J337T

    SM-J337U

    SM-J337W

    SM-J400F

    SM-J400F/DS

    SM-J400G

    SM-J400G/DS

    SM-J400M

    SM-J400M/DS

    SM-J415F

    SM-J415F/DS

    SM-J415FN

    SM-J415FN/DS

    SM-J415G

    SM-J415G/DS

    SM-J415GN

    SM-J415GN/DS

    SM-J415N

    SM-J500H DS

    SM-J600F

    SM-J600F/DS

    SM-J600FN

    SM-J600FN/DS

    SM-J600G

    SM-J600G/DS

    SM-J600GF/DS

    SM-J600GT

    SM-J600GT/DS

    SM-J600L

    SM-J600N

    SM-J610F

    SM-J610F/DS

    SM-J610FN

    SM-J610FN/DS

    SM-J610G

    SM-J610G/DS

    SM-J700F

    SM-J700H DS

    SM-J701F

    SM-J701F DS

    SM-J701FB/DS

    SM-J701M

    SM-J701M DS

    SM-J701MT

    SM-J701MT DS

    SM-J701MT/SS

    SM-J720F

    SM-J720F/DS

    SM-J720M

    SM-J720M/DS

    SM-J737A

    SM-J737S

    SM-J737T

    SM-J737T1

    SM-J737U

    SM-M013F/DS

    SM-M017F/DS

    SM-M022F/DS

    SM-M022G/DS

    SM-M022M/DS

    SM-M105F/DS

    SM-M105G

    SM-M105G/DS

    SM-M105M

    SM-M105M/DS

    SM-M105Y

    SM-M105Y/DS

    SM-M107F/DS

    SM-M205F

    SM-M205F/DS

    SM-M205FN/DS

    SM-M205G/DS

    SM-M205M

    SM-M205M/DS

    SM-M205N

    SM-M305F

    SM-M305F/DS

    SM-M305M

    SM-M305M/DS

    SM-M3070

    SM-M307F

    SM-M307F/DS

    SM-M307FN

    SM-M307FN/DS

    SM-M405F/DS

    SM-N900

    SM-N9000Q

    SM-N9005

    SM-N910H

    SM-N930S

    SM-N935F

    SM-N935F DS

    SM-N935K

    SM-N935L

    SM-N935S

    SM-S102DL

    SM-S205DL

    SM-S260DL

    SM-S337TL

    SM-S357BL

    SM-S506DL

    SM-S757BL

    YGI

    Models to keep and update to the latest available software version

    Model No. Device Name
    CPH2135 Oppo A53s
    SM-A315G Galaxy A31
    SM-A325F Galaxy A32
    SM-A426B Galaxy A42 5G
    SM-A505YN Galaxy A50
    SM-A525F Galaxy A52
    SM-A715F Galaxy A71
    SM-A716B Galaxy A71 5G
    SM-A725F Galaxy A72
    SM-A530F Galaxy A8 (2018)
    SM-G610Y Galaxy J7 Prime
    SM-J730G Galaxy J7 Pro
    SM-J810Y Galaxy J8
    SM-N970F Galaxy Note10
    SM-N980F Galaxy Note20
    SM-N985F Galaxy Note20 Ultra
    SM-G780F Galaxy S20 FE
    SM-G780G Galaxy S20 FE
    SM-G985F Galaxy S20+
    SM-G398FN Galaxy XCover 4s
    SM-G525F Galaxy XCover 5
    SM-F707B Galaxy Z Flip 5G
    SM-A115F Galaxy A11
    SM-A125F Galaxy A12
    SM-A127F Galaxy A12s
    SM-A205YN Galaxy A20
    SM-A217F Galaxy A21s
    SM-A226B Galaxy A22 5G
    SM-A305YN Galaxy A30
    SM-A326B Galaxy A32 5G
    SM-A515F Galaxy A51
    SM-A526B Galaxy A52 5G
    SM-A705YN Galaxy A70
    SM-A908B Galaxy A90 5G
    SM-F900F Galaxy Fold
    SM-N975F Galaxy Note 10+
    SM-N976B Galaxy Note 10+ 5G
    SM-N960F Galaxy Note 9
    SM-N981B Galaxy Note20 5G
    SM-N986B Galaxy Note20 Ultra 5G
    SM-G973F Galaxy S10
    SM-G977B Galaxy S10 5G
    SM-G975F Galaxy S10+
    SM-G970F Galaxy S10e
    SM-G980F Galaxy S20
    SM-G981B Galaxy S20 5G
    SM-G781B Galaxy S20 FE 5G
    SM-G988B Galaxy S20 Ultra 5G
    SM-G986B Galaxy S20+ 5G
    SM-G991B Galaxy S21 5G
    SM-G998B Galaxy S21 Ultra 5G
    SM-G996B Galaxy S21+ 5G
    SM-G950F Galaxy S8
    SM-G955F Galaxy S8+
    SM-G960F Galaxy S9
    SM-G965F Galaxy S9 Plus
    SM-G715FN Galaxy Xcover Pro
    SM-F700F Galaxy Z Flip
    SM-F916B Galaxy Z Fold 2 5G
    SM-J250G J2 Pro
    Important

    If your Samsung phone is not listed above, then it MUST be upgraded to at least Android 12 to avoid being blocked from the Telstra network.

    If you’re unsure of your Samsung model number, on your mobile:

    1. Go to Settings
    2. Scroll to About phone.
    Important

    This issue does not affect calls made on the Telstra or Optus networks, nor does it impact Voice over Wi-Fi calling. However, to ensure your device works reliably in an emergency, you'll need to take action now.

    Select the action required

    If a replacement is required, you’ll receive an email or SMS from Telstra. We’ll provide some options to you based on your needs and advise you of the date it needs to be replaced. If you have an impacted device and have not been contacted, please contact us.

    You can do this in your Samsung device Settings:

    1. Go to Settings
    2. Scroll to and select Software update (or System updates depending on your model)
    3. Select Download and install*
    4. Follow on-screen instructions to install the software update.

    *Your phone will check for any available System or Software updates. If an update is available, it will show you the version and size. If your software is up to date, it will say “Your software is up to date.”

    Important

    You may need to follow these steps a number of times to ensure your device has the latest version.

    Frequently asked questions

    Yes. As long as it is connected to the Telstra 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.

    Under the Government’s 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 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. After this time, the device will be blocked from accessing all Australian mobile networks.

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

    No. Once blocked, your device will not be able to access any Australian mobile networks. It will still connect to Wi-Fi for data, but you won’t be able to make or receive voice calls or send/receive SMS over Wi-Fi. 

    It depends on the action you needed to take:

    • If you had to replace your device, your device cannot be unblocked.
    • If you could keep your existing device and update your software, your device can be unblocked if it’s now running the latest software version. Call 13 22 00 and say 'mobile faults'.
    Important

    If your device is not up to date with the latest software version, it will be blocked again when it reconnects to the network. You’ll need to reboot your device once unblocking has occurred to connect to the network. This may take up to 7 days.

    You can read more about Keeping you safe: an issue with some older mobile devices calling Triple Zero.

    If you have one of the impacted devices and need more help, contact us.

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