{"id":7186,"date":"2025-10-23T12:45:23","date_gmt":"2025-10-23T01:45:23","guid":{"rendered":"https:\/\/eephone.com.au\/?page_id=7186"},"modified":"2025-10-23T12:55:28","modified_gmt":"2025-10-23T01:55:28","slug":"triple-zero-calling-non-capable-devices","status":"publish","type":"page","link":"https:\/\/eephone.com.au\/en_au\/triple-zero-calling-non-capable-devices\/","title":{"rendered":"Triple Zero calling & Non-Capable Devices"},"content":{"rendered":"\t\t
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Keeping you safe: an issue with some older mobile devices calling Triple Zero<\/strong><\/p>

As part of Telstra\u2019s Wholesale device testing, Telstra Wholesale identified a number of older mobile devices that are not correctly connecting to the Vodafone mobile network to make Triple Zero calls, when the customer\u2019s primary mobile network is unavailable. These devices need to be updated or replaced to make sure they work reliably in an emergency.<\/u><\/p>

After completing some recent testing, Telstra Wholesale have identified a number of older Samsung mobile devices that are not correctly connecting to the Vodafone mobile network when other mobile networks are unavailable. Telstra Wholesale immediately notified Samsung and the other network operators when Telstra Wholesale discovered the issue. Given the nature of the issue, any partner using the Telstra Wholesale network is obligated to inform customers impacted and block devices from our network that are not fixed.\u00a0<\/p>

To be clear, this issue does not relate to the Telstra Wholesale network, and it does not impact your ability to call Triple Zero when you\u2019re using the Telstra Wholesale network or the Optus network.\u00a0It also does not impact your ability to use Voice over Wi-Fi to place a Triple Zero call when no other mobile network is available.<\/p>

How can this issue be fixed?<\/strong><\/p>

Some devices that are at least seven years since release will need to be replaced. Most devices can be fixed with a software update that can be completed directly on the device.\u00a0\u00a0<\/p>

In both cases, we will reach out to our customers via email or SMS to let them know what to do based on the device they\u2019re using.\u00a0<\/p>

Which Samsung devices are impacted?<\/strong><\/p>

Currently the Samsung devices listed below are impacted by this issue.\u00a0<\/p>

The following devices will\u00a0need to be replaced<\/strong>:<\/p>

Model No.<\/strong><\/p><\/td>

Device Name<\/strong><\/p><\/td><\/tr><\/thead>

SM-A520F<\/strong><\/p><\/td>

Galaxy A5 2017<\/p><\/td><\/tr>

SM-A720F<\/strong><\/p><\/td>

Galaxy A7 (2017)<\/p><\/td><\/tr>

SM-J120ZN<\/strong><\/p><\/td>

Galaxy J1 2016<\/p><\/td><\/tr>

SM-J320ZN<\/strong><\/p><\/td>

Galaxy J3 2016<\/p><\/td><\/tr>

SM-J530Y<\/strong><\/p><\/td>

Galaxy J5 (2017)<\/p><\/td><\/tr>

SM-N920I<\/strong><\/p><\/td>

Galaxy Note 5<\/p><\/td><\/tr>

SM-G920I<\/strong><\/p><\/td>

Galaxy S6<\/p><\/td><\/tr>

SM-G925I<\/strong><\/p><\/td>

Galaxy S6 edge<\/p><\/td><\/tr>

SM-G928I<\/strong><\/p><\/td>

Galaxy S6 Edge+<\/p><\/td><\/tr>

SM-G930F<\/strong><\/p><\/td>

Galaxy S7<\/p><\/td><\/tr>

SM-G935F<\/strong><\/p><\/td>

Galaxy S7 Edge<\/p><\/td><\/tr><\/tbody><\/table>

The following devices\u00a0require a software update<\/strong>. Devices that are running the most up-to-date software version available already have the fix installed on their device:<\/p>
\u00a0<\/td><\/tr>

Model No.<\/strong><\/p><\/td>

Device Name<\/strong><\/p><\/td><\/tr><\/thead>

SM-A315G<\/strong><\/p><\/td>

Galaxy A31<\/p><\/td><\/tr>

SM-A325F<\/strong><\/p><\/td>

Galaxy A32<\/p><\/td><\/tr>

SM-A426B<\/strong><\/p><\/td>

Galaxy A42 5G<\/p><\/td><\/tr>

SM-A505YN<\/strong><\/p><\/td>

Galaxy A50<\/p><\/td><\/tr>

SM-A525F<\/strong><\/p><\/td>

Galaxy A52<\/p><\/td><\/tr>

SM-A715F<\/strong><\/p><\/td>

Galaxy A71<\/p><\/td><\/tr>

SM-A716B<\/strong><\/p><\/td>

Galaxy A71 5G<\/p><\/td><\/tr>

SM-A725F<\/strong><\/p><\/td>

Galaxy A72<\/p><\/td><\/tr>

SM-A530F<\/strong><\/p><\/td>

Galaxy A8 (2018)<\/p><\/td><\/tr>

SM-G610Y<\/strong><\/p><\/td>

Galaxy J7 Prime<\/p><\/td><\/tr>

SM-J730G<\/strong><\/p><\/td>

Galaxy J7 Pro<\/p><\/td><\/tr>

SM-J810Y<\/strong><\/p><\/td>

Galaxy J8<\/p><\/td><\/tr>

SM-N970F<\/strong><\/p><\/td>

Galaxy Note10<\/p><\/td><\/tr>

SM-N980F<\/strong><\/p><\/td>

Galaxy Note20<\/p><\/td><\/tr>

SM-N985F<\/strong><\/p><\/td>

Galaxy Note20 Ultra<\/p><\/td><\/tr>

SM-G780F<\/strong><\/p><\/td>

Galaxy S20 FE<\/p><\/td><\/tr>

SM-G780G<\/strong><\/p><\/td>

Galaxy S20 FE<\/p><\/td><\/tr>

SM-G985F<\/strong><\/p><\/td>

Galaxy S20+<\/p><\/td><\/tr>

SM-G398FN<\/strong><\/p><\/td>

Galaxy XCover 4s<\/p><\/td><\/tr>

SM-G525F<\/strong><\/p><\/td>

Galaxy XCover 5<\/p><\/td><\/tr><\/tbody><\/table>

How do I work out if my device is impacted and what does this mean for me?<\/strong><\/p>

We\u2019ll be contacting customers using these devices directly via email or SMS, to provide specific instructions. Depending on the model, customers will need to update the software on their device or replace it. If a replacement is required, we\u2019ll provide some options based on our customer\u2019s needs.\u00a0<\/p>

How do I find the model number of my Samsung device?<\/strong><\/p>

Go to Settings, and then tap About phone to view the model number. We will contact all customers directly that need to replace their device or update their software. You can find instructions for updating your software below.\u00a0<\/p>

What happens if I don\u2019t act?<\/strong><\/p>

Under the Government\u2019s Emergency Service Call Determination, all mobile network operators are required to block devices from their networks that are not configured to access emergency call services. If your device is on the list of impacted devices, you will have 28 days from when we notify you to update the software or replace your device to stay connected to the Telstra Wholesale network. After this time, the device will be blocked from accessing all Australian mobile networks.<\/p>

Can these devices still call Triple Zero today?<\/strong><\/p>

Yes. As long as they are connected to the Telstra Wholesale network, or where it is not available, the Optus network has greater signal strength than the Vodafone network, the phone will be able to connect a Triple Zero call.\u00a0<\/p>

Can I still use my phone on my home Wi-Fi after it is blocked?<\/strong>\u202f<\/strong><\/p>

Yes. Your phone can connect to a Wi-Fi network for data purposes only. However, blocked devices won\u2019t be able to make or receive voice calls over Wi-Fi, including emergency calls, or send and receive SMS.\u202f<\/p>

What if I need more help?<\/strong><\/p>

If you have one of the impacted devices and need more help, consumer customers can call our specialist team on 1300 83 53 24. Business customers can call their account manager.<\/p>

How do I update the software on my Samsung device?<\/strong><\/p>

  • Using two fingers, swipe down from the top right corner of the screen, and then tap the Settings icon.\u00a0<\/li>
  • Swipe to and then tap\u202fSoftware update\u202for\u202fSystem updates. It will vary between models.\u00a0<\/li>
  • Tap\u202fDownload and install,\u202fCheck for system updates, or\u202fCheck for software updates. If an update is available, it should begin downloading automatically, although you may need to tap\u202fDownload now\u202fon some devices.\u00a0<\/li>
  • When the download is complete, follow the on-screen instructions to install the update.\u00a0<\/li>
  • You may need to follow these steps a number of times to ensure your device has the latest version.<\/li><\/ul>

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    Keeping you safe: an issue with some older mobile devices calling Triple Zero As part of Telstra\u2019s Wholesale device testing, Telstra Wholesale identified a number of older mobile devices that are not correctly connecting to the Vodafone mobile network to make Triple Zero calls, when the customer\u2019s primary mobile network is unavailable. These devices need […]<\/p>\n","protected":false},"author":7,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"inline_featured_image":false,"footnotes":""},"class_list":["post-7186","page","type-page","status-publish","hentry"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/eephone.com.au\/en_au\/wp-json\/wp\/v2\/pages\/7186","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/eephone.com.au\/en_au\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/eephone.com.au\/en_au\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/eephone.com.au\/en_au\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/eephone.com.au\/en_au\/wp-json\/wp\/v2\/comments?post=7186"}],"version-history":[{"count":7,"href":"https:\/\/eephone.com.au\/en_au\/wp-json\/wp\/v2\/pages\/7186\/revisions"}],"predecessor-version":[{"id":7202,"href":"https:\/\/eephone.com.au\/en_au\/wp-json\/wp\/v2\/pages\/7186\/revisions\/7202"}],"wp:attachment":[{"href":"https:\/\/eephone.com.au\/en_au\/wp-json\/wp\/v2\/media?parent=7186"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}