A major technical fault has been discovered affecting Telstra Samsung phones, preventing some users from calling triple-0 (000) in emergencies. Testing by Telstra revealed that more than 70 Samsung models were not connecting correctly to emergency services, sparking nationwide concern over public safety.
Telstra Confirms Triple 0 Connectivity Failures
According to Telstra, 11 of the affected Samsung Galaxy models must be completely replaced, while around 60 others require urgent software updates. The telco warned that under Australian government emergency call regulations, any device unable to reach triple-0 would be blocked from the network if not fixed or replaced within 28 days of notification.
The issue was discovered during internal Telstra testing after a report of similar failures on another operator’s network. Telstra confirmed it immediately notified Samsung, Optus, Vodafone, and TPG once the fault was identified.
“Our engineers proactively completed testing in our lab after a report of an issue on another operator’s network,” Telstra said. “Once we discovered the issue, we informed Samsung and the other mobile network operators.”
Which Samsung Models Are Impacted
Among the models affected are several older devices, including:
- Galaxy S7, S7 Edge, S6, S6 Edge, and S6 Edge+
- Galaxy A5 (2017) and A7 (2017)
- Galaxy Note 5, J3 (2016), J5 (2017), and J1 (2016)
Telstra estimates nearly 20,000 customers on its network alone need to replace their phones, with the most recent affected model released in 2017.
Why the Triple 0 Issue Occurred
The problem occurs when Samsung devices attempt to “camp on” an alternative mobile network — such as Vodafone — if the Telstra or Optus network is unavailable. Due to a configuration flaw, certain Samsung phones fail to connect properly in these situations, leaving users unable to reach emergency services.
Telstra explained that while its network itself is not at fault, devices with this issue do not meet regulatory standards for emergency connectivity.
Optus confirmed it has also started notifying customers, warning that affected phones will be blocked within 28–35 days if not fixed or replaced.
Consumer Advocates Call for Clarity
The Australian Communications Consumer Action Network (ACCAN) warned the issue could impact tens of thousands of Australians, including vulnerable users. CEO Carol Bennett urged Telstra and Samsung to ensure clear communication and support for affected customers.
“We believe it’s in the tens of thousands [with Optus and Telstra],” Bennett said. “This could potentially affect a significant number of people who rely on these devices for emergency contact.”
Samsung and Telcos Respond
Samsung Australia has yet to provide detailed technical explanations but confirmed it is working closely with carriers to ensure reliability in emergency situations.
“Samsung and its carrier partners are working together to ensure all devices operate reliably in every emergency situation,” the company said in a statement.
Telstra added that some customers in vulnerable circumstances will receive free replacement devices, while others may need to purchase new models.
Meanwhile, TPG Telecom, Vodafone’s parent company, stressed that its network was not to blame, calling the issue a “device configuration limitation” rather than a network fault.
Triple 0 Concerns Mount After Recent Outages
This revelation adds to ongoing concerns about the reliability of Australia’s triple-0 emergency system, following two major Optus outages earlier this year. One of those outages has been linked to three deaths, prompting federal investigations into telco accountability and network redundancy.
What Customers Should Do
Telstra urges customers using older Samsung Galaxy phones to:
- Check for software updates immediately through device settings.
- Watch for notifications from Telstra, Optus, or Samsung regarding replacement eligibility.
- Replace older models listed as incompatible before the 28-day cutoff period to avoid being disconnected.
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