A crucial firmware flaw in older Galaxy handsets prevents connection to Triple Zero (000) in emergencies, forcing telcos to disconnect non-compliant devices within weeks.
Australians using certain older Samsung Galaxy mobile phones have been issued an urgent, non-negotiable directive: update your software or replace your device immediately. Telstra, Optus, and Vodafone are contacting customers about a critical technical flaw that stops these handsets from connecting to Triple Zero (000) when their primary network is unavailable, a violation of stringent new regulatory requirements.
The core of the problem lies in the devices’ firmware, the embedded software that controls the hardware. Testing has revealed that the affected Galaxy models are attempting to “camp-on,” or switch to, the Vodafone network’s now-shuttered 3G services for emergency calls when Telstra or Optus coverage is poor. This failure to utilise the newer, required 4G (VoLTE) emergency call system means the phone is effectively useless in a remote or outage scenario where accessing a competing network is vital.
The Legal Mandate: Disconnection Looms
Under the Federal Government’s Emergency Call Service requirements, all Australian mobile network operators are legally compelled to block any handset from their networks that cannot reliably access the emergency call service.
For customers with an affected device, this means your telco will notify you via email or SMS, and you will have a strict window, typically 28 to 35 days, to resolve the issue before your phone is disconnected from the mobile network entirely. This block applies to all services, including standard calls, texts, and data.
Check Your Handset: Replace or Update?
Telcos have categorised the affected Samsung Galaxy models into two groups. It is crucial to identify which category your device falls into.
| Action Required | Sample Samsung Galaxy Models (Must be Replaced) |
| Replace Immediately | Galaxy S6, S6 Edge, S7, S7 Edge, Note 5, Galaxy A5 (2017), Galaxy A7 (2017), Galaxy J-Series (2016/2017 models) |
| Software Update | Galaxy Note 10, Note 20, Galaxy S20 series, Galaxy A31, A50, A71 (and others up to 2021) |
Note: The full list of impacted models is extensive, covering approximately 11 models requiring replacement and around 60 models requiring a software update.
Your Next Steps
If you own an older Samsung Galaxy handset, your safety and continued mobile access depend on taking immediate action:
- Check for Carrier Notifications: Look for recent emails or text messages from your service provider (Telstra, Optus, or Vodafone). They will confirm if your device is affected and provide a firm deadline for action.
- Contact Your Telco: If you are unsure, call your provider directly. They can verify your device’s status using its unique International Mobile Equipment Identity (IMEI) number and advise whether a simple software update will suffice or if a full handset upgrade is mandatory.
- Upgrade or Update: Do not delay. Devices that require replacement will be cut off, while those needing an update must have the patch installed immediately to ensure emergency call functionality.
Ensure your device is compliant to guarantee access to emergency help in any location.
You can view the full legislation (including the amendments) on the official government website:
For a clearer summary of the specific requirements, the ACMA’s fact sheets regarding the 3G network shutdown and the new rules are highly informative:
