Important Information About Triple Zero (000) Calling and Device Compatibility
Information up to date as of 24/10/2025
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
Affected customers will receive an SMS and email notification from 22 October 2025.
Once notified, impacted devices will be blocked from the Optus network within 28–35 days.
Blocked devices will no longer be able to make or receive calls, send texts, or use mobile data - including Wi-Fi calling.
These devices cannot be fixed and must be replaced with a compatible 4G or 5G handset.
Which devices are affected
The following Samsung models have been identified as non-compliant:
If your device is listed above, it will need to be replaced before the blocking date to ensure your safety and continued mobile service.
What you need to do
Check your device: You’ll be contacted directly if your handset is impacted.
Replace your phone: Move your SIM card into a compliant 4G or 5G phone.
Need help? Our customer service team can help confirm if your device is affected and recommend replacement options.
Why is this happening?
Some older devices don’t automatically switch to another network when both Optus and Telstra are unavailable.
This only affects certain Samsung models - not all Samsung phones.
Optus is legally required to block these devices under the Emergency Call Services Determination (ECSD).
Ongoing reviews
Bendigo Telco continue to work with Optus closely who conduct monthly reviews of all devices connected to the Optus network to ensure they meet emergency call requirements, and will continue working with device manufacturers and industry regulators to maintain customer safety.