ECS is the “Emergency Call Service” Determination, are a set of rules put in place to address concerns over Triple Zero (000) call access during the closure of Australia’s 3G networks.

As part of the ECS Determination, Optus (the Network provider) is legally required to:

• Identify ALL mobile phones that are unable to call Triple Zero (000) over 4G and VoLTE (over ALL networks).
• Notify all affected customers.
• Block ‘unsafe’ devices from accessing the network.
• Provide assistance to impacted customers.

You can read the full legislation here or learn more about the ECS Determination on the ACMA website.

Mobile phones that are identified as ‘unsafe’ or incompatible with Triple Zero (000) calling over 4G VoLTE, will not be able to make or receive calls/texts or use mobile data once blocked.

To connect to the network, you’ll need a compatible 4G/5G device.

Click here to check if your device is compatible.

Affected customers can fall into one of the below categories:

1. Blocking non-compatible devices
2. Compatible devices – software update required
3. Compatible devices - Requiring VolTE to be enabled

Click on the links to learn more.

Devices Requiring Replacement: These are phones that will not connect to Emergency Services and you are required to obtain a replacement device.

Devices that are unable to connect to Emergency Services when either Optus, Telstra and Vodafone networks are unavailable, will be blocked. These devices must be replaced with an alternative phone to continue to use the mobile network.

Impacted customers will receive notifications from iPrimus. 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 will be blocked between 28 to 35 days after customers are notified.

Click here to check if your device is compatible.

Related

How does the ECS determination affect me?

This device category requires the latest software update. 

These are phones that will not connect to Emergency Services unless the devices' software is updated with the latest software.

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.

iPrimus/Optus has regulatory and legal obligations to block devices from its network that do not meet these requirements.

All devices impacted need to be upgraded to the latest software versions.

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

Android - Go to Settings.

1. Tap Software update.
2. Tap Download and install. If an update is available you will be prompted to Install now.
3. Repeat the above steps as required until your device displays 'Your software is up to date' and your Android operating system is running the latest version.

Apple - Go to Settings

1. Go to General.
2. Then Software Update.
3. Ensure your device is plugged in and connected to Wi-Fi.
4. Tap Download and Install if an update is available.

You can also enable automatic updates by going to Settings > General > Software Update > Automatic Updates.

You’ll need to activate VoLTE in your device settings, refer to the guide found here or refer to your user manual as instructions may differ depending on you phone type and model.

• If you’re unable to see an option (or a toggle) to turn VoLTE on, try resetting your ‘Network settings’.
• Make sure your device’s operating software system is up to date (refer to your user manual as instructions may be different for each phone). Once the operating system is updated, your device should reboot, and VoLTE should be automatically enabled. Sometimes it can take up to 4 hours to update, so we recommend using Wi-Fi to reduce data usage.
• If you still require technical assistance, please contact your device manufacturer.