Important Information About Triple Zero (000) Calling and Device Compatibility

Information up to date as of 12/11/2025

Overview

During emergencies, if your mobile can’t connect to its usual network, it is designed to automatically connect to another available network so you can reach Triple Zero (000).

Optus and other Australian telcos have recently identified that some older Samsung phones do not correctly switch to another network in rare circumstances. This means that under very specific conditions, these devices may not be able to call Triple Zero.

What’s the issue?

In rare cases where both the Optus and Telstra networks are unavailable, some older Samsung devices do not automatically connect (“camp-on”) to the Vodafone network, which is required by law to ensure access to emergency services.

While this situation is uncommon, all phones in Australia must be able to contact emergency services at all times. To ensure public safety, Optus is required by law to block devices that do not meet these emergency call requirements.

What happens next

Your device may fall into one of two categories:

       A: Devices Requiring Replacement: These are phones that will not connect to Emergency Services, and you are required to obtain a replacement device immediately; or

       B: Devices with Non-Compliant Software: These are phones that will not connect to Emergency Services until you have updated to compliant software.

A: Devices Requiring Replacement

Any device listed below will not connect to Emergency Services where both the Optus and Telstra networks are unavailable. These devices must be replaced with an alternative phone to continue to use your Bendigo Telco service.

Impacted customers will start to receive SMS and email notifications from 22 October 2025. We will inform impacted customers that their phone must be replaced to ensure they can reach Emergency Services. 

To help keep the community safe, all phones identified below will be blocked by Optus from between 28 to 35 days after customers are notified.

The following Samsung models have been identified as requiring replacement immediately:

B: Devices with Non-Compliant Software

The devices below require a software update. Any device listed below on non-compliant software will not connect to Emergency Services where both the Optus and Telstra networks are unavailable. 

We are contacting customers whose phones have non-compliant software versions, providing instructions on what to do next to ensure their phones can access Emergency Services. Optus has regulatory and legal obligations to block devices from its network that do not meet these requirements. All devices listed below need to be upgraded to software version Android 13 or higher to be compliant.

To update the software on your device, you need to:

Step 1. Go to Settings.

Step 2. Tap on Software update.

Step 3. Tap Download and install. If an update is available you will be prompted to Install now.

Step 4. Repeat steps 2-3 if needed until your device(s) states that 'Your software is up to date' and your Android operating system is version 13 or higher. The Android operating system you are on will show on the software update page on the device. 

Note:

• Make sure the battery is sufficient before updating.

• On some phones, it may say 'System updates' instead of 'Software update.'

• Depending on your current software version, it may be necessary to repeat this process multiple times.

If you need help with updating your device software, you can contact our Customer Help team on 1300 228 123 for assistance.

The following Samsung models have been identified as requiring a software upgrade to Android version 13 or higher immediately:

What you need to know

Why is this happening?

Some phones don’t automatically switch to another network when needed. This means they might not be able to call Emergency Services in an emergency if your usual network isn’t working. 

Does this affect all mobile phones? 

Only specific models are impacted - not all Samsung phones. You will receive an SMS or email notification from us from 22 October 2025 if your mobile device is impacted and needs to be replaced or requires a software upgrade.

What is the issue? 

Certain older Samsung devices do not support automatic fallback to the Vodafone network on rare occasions when both Optus and Telstra networks are unavailable. This means you will not be able to make Emergency Calls if both Optus and Telstra are unavailable. It is a requirement by law to ensure Emergency Services calls can be made when your primary network is unavailable. 

Which devices are affected? 

Optus has identified some Samsung mobile handsets that require replacement or have non-compliant software that will not connect to Emergency Services if both Optus and Telstra networks are down. The list can be found above under the tables above “A: Devices Requiring Replacement” or “B: Devices with Non-Compliant Software”.     

Can this issue be fixed? 

For the phones that are Older Model Devices, “A: Devices Requiring Replacement”, these devices cannot be fixed, and will be blocked after the 28 - 35 calendar day notice period and will not work on our network. There are some phones under the “B: Devices with Non-Compliant Software” list above, that can connect Emergency Services once the phones software has been updated to compliant software. For these phones, you need to update your software to Android software version 13 or higher. 

How will I know if my device is impacted? 

We’re contacting affected customers via SMS and email. If you are unsure if you are affected, you can contact our Customer Help team on 1300 228 123 for more information.

What happens if I don’t act? 

Under the Emergency Call Services Determination, we must notify customers once Telco carriers identify a non-compliant device. The device must then be replaced or upgraded to compliant software, otherwise it will be blocked by the carrier (Optus). Once blocked, your device will no longer be able to make or receive calls, send texts, or use mobile data. 

Can I still use Wi-Fi? 

Blocked devices cannot make voice calls over Wi-Fi, including emergency calls, or send/receive SMS.

Why does this happen? 

Differences in device software, firmware, and network compatibility can affect whether an emergency call connects successfully. Some devices don’t behave consistently under network stress or configuration changes, and this can vary depending on the phone’s country of origin, model, age and software version. 

What is Bendigo Telco doing about it? 

We work closely with our mobile carrier, Optus, who conduct monthly reviews of all devices connected to the network to verify emergency call compliance.