Samsung Triple Zero issue: What you need to know and do

Typically, no matter what network your phone connects to, it will be able to access any available network to place a Triple Zero call to contact emergency services. 

However, a limited number of older Samsung devices may not connect to Triple Zero emergency services due to a software issue.

Telcos have started contacting customers whose phones are affected with instructions on the next steps, which we've outlined below.

If you have one of these devices, it is important to either replace it or update the software if possible. 

What is the Samsung Triple Zero issue?

Several Samsung devices that were released between 2015 and 2021 have a software issue that prevents them from connecting to the Vodafone network when making a Triple Zero call if the Telstra or Optus networks are unavailable.

This affects customers on any telco. No matter what network you're a customer of, your phone can connect to any available network to make a Triple Zero call. This means you can still make a Triple Zero call if you don't have coverage on your network, or if there's an outage, for example. 

This isn't an issue with the Vodafone network, but with how the Samsung phones in question search for emergency connectivity. They're looking for the Vodafone 3G network, which no longer exists. 

If you have an affected device, you will either need to replace your handset or update it to the latest software. 

Affected Samsung devices that need to be replaced

Telcos have been contacting customers with affected devices. If your device is on this list, it 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

Affected Samsung devices that need to be updated

The following phones do not need to be replaced but will need a software update to ensure Triple Zero connectivity works as intended:

If you have any questions or concerns, contact your carrier or reach out to Samsung on 1300 362 603.

What happens if I don't act?

It is important to take action. Under Federal Law, all mobile network operators are required to block devices from their networks that are not able to reliably call emergency services. If your telco notifies you that your device is on the list of impacted devices, you will have 28 to 35 days from that point to update the software or replace your device. After 28 days, your device will be blocked from all networks.

Using a device that can't reliably call Triple Zero also opens you to personal risk; emergencies can and do happen. While we always hope for the best, a death has already been linked to this issue. 

If you need more help, see the following options:

• Contact Telstra's specialist team on 1800 172 213
• Belong customers may get assistance online or call 1300 235 664 (between 8am and 8pm AEST, seven days a week
• Contact Optus' customer service team on 133 937
• Contact Vodafone's customer service team on 1300 650 410

Dylan Crismale

Digital Content Editor

Dylan Crismale is a Digital Content Editor at WhistleOut, has been writing for almost a decade across a variety of Australian publications. He previously worked as a writer at Finder covering energy, internet and mobile plans. Dylan is passionate about finding the best deals to save people money and educating people about tech. When he's not sat at his desk Dylan loves working out, bingeing TV and hanging out with friends.​

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