Several Samsung phones released between 2015 and 2021 are unable to contact Triple Zero in certain circumstances. The devices in question - which span a timeframe between the Galaxy S6 and Galaxy S21 - are unable to connect to the Vodafone network to make a Triple Zero call when another network is unavailable.
No matter what network a mobile phone in Australia primarily connects to, the device is able to access any available network to make a Triple Zero call. This means that in the case of an outage, the user is still able to contact emergency services.
The phones in question aren't able to connect to the Vodafone network when the Telstra or Optus networks are unavailable. A Vodafone spokesperson told WhistleOut the issue isn't the fault of the Vodafone network itself, but with how the devices are configured to search for emergency connectivity. A CommsDay report says the phones are trying to contact the now-defunct 3G network.
This issue was first identified by Telstra. In a blog post, Group Executive for Global Networks and Tech Shailin Sehgal said the telco notified Samsung, Vodafone, and Optus about the issue.
While a software update is available for newer models, some of the oldest affected devices will need to be replaced. Under new laws introduced last year, telcos are obligated to block devices from their networks that can't reliably contact Triple Zero.
Telstra, Optus, and Vodafone have been contacting customers with affected devices. The following devices will need to be replaced:
- Galaxy A7 (2017)
- Galaxy A5 2017
- Galaxy J1 2016
- Galaxy J3 2016
- Galaxy J5 (2017)
- Galaxy Note 5
- Galaxy S6
- Galaxy S6 Edge
- Galaxy S6 Edge Plus
- Galaxy S7
- Galaxy S7 Edge
The following phones will need a software update to ensure Triple Zero connectivity works as intended:
- Galaxy A31
- Galaxy A32
- Galaxy A42 5G
- Galaxy A50
- Galaxy A52
- Galaxy A71
- Galaxy A71 5G
- Galaxy A72
- Galaxy A8 (2018)
- Galaxy J7 Prime
- Galaxy J7 Pro
- Galaxy J8
- Galaxy Note 10
- Galaxy Note 20
- Galaxy Note 20 Ultra
- Galaxy S20 FE
- Galaxy S20 FE
- Galaxy S20 Plus
- Galaxy XCover 4s
- Galaxy XCover 5
- Galaxy Z Flip 5G
- Galaxy A11
- Galaxy A12
- Galaxy A12s
- Galaxy A20
- Galaxy A21s
- Galaxy A22 5G
- Galaxy A30
- Galaxy A32 5G
- Galaxy A51
- Galaxy A52 5G
- Galaxy A70
- Galaxy A90 5G
- Galaxy Fold
- Galaxy Note 10 Plus
- Galaxy Note 10 Plus 5G
- Galaxy Note 8
- Galaxy Note 9
- Galaxy Note 20 5G
- Galaxy Note 20 Ultra 5G
- Galaxy S10
- Galaxy S10 5G
- Galaxy S10 Plus
- Galaxy S10e
- Galaxy S20
- Galaxy S20 5G
- Galaxy S20 FE 5G
- Galaxy S20 Ultra 5G
- Galaxy S20 Plus 5G
- Galaxy S21 5G
- Galaxy S21 Ultra 5G
- Galaxy S21 Plus 5G
- Galaxy S8
- Galaxy S8 Plus
- Galaxy S9
- Galaxy S9 Plus
- Galaxy Xcover Pro
- Galaxy Z Flip
- Galaxy Z Fold 2 5G
- J2 Pro
Customers who have a device on either list will be blocked from accessing Australian mobile networks 28 days after being notified by their telco. In the case of the first list, this will mean replacing the phone. In the case of the second list, installing the software update will be enough to keep accessing mobile networks.
The software on Samsung devices can be updated through the Settings app. Depending on the model, this can be found under either "Software Update" or "System Updates". On some devices, this step may need to be repeated a few times to ensure the phone is running the latest software.
A Samsung spokesperson told WhistleOut that the company and its carrier partners "are working together to ensure all devices operate reliably in every emergency situation".
"If your device is impacted, your mobile carrier will notify you to provide specific instructions," said the spokesperson. "If you have any questions or concerns, please contact your carrier or reach out to Samsung on 1300 362 603."
Alex Choros
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