Keeping you safe: An issue with some mobile devices calling Emergency Services.
During emergencies, and at times when your mobile phone can’t connect to its regular network, your phone is designed to automatically connect to another available mobile network to make Emergency Services calls (i.e. ‘000’ and ‘112’).
It is critically important that phones can reach Emergency Services. For this reason, telecommunication carriers, including Optus, are required by law to block phones that don’t meet Emergency Services calling requirements. If we have identified that you have an impacted device, we will communicate with you via email or SMS. You will then have 28-35 days to take action before we block your device.
To ensure you are using a safe device, we do recommend you check your device is compliant, even if we have not sent you a message.
Impacted Samsung devices
Samsung has identified a number of mobile devices that do not correctly connect to the Vodafone mobile network to make Emergency Service calls (i.e. ‘000’ and ‘112’) in certain circumstances.
On rare occasions when both the Optus and Telstra networks are unavailable, your phone needs to switch to Vodafone in order to contact Emergency Services. This is due to your iPrimsu mobile service operating on the Optus network.
Note, this issue does not relate to the Optus network, and it will not affect your ability to call Emergency Services when the Optus network or the Telstra network are available.
How to fix the issue
Many devices can be fixed by a Software update. However, some older devices (released over seven years ago) will need to be replaced.
To check if your device is impacted, and what action you need to take, an up-to-date list of impacted device models and names is available on the Samsung website.
If your phone or device:
- Needs to be replaced – we will notify you and you will have 28 to 35 days to replace your device (This includes recently identified impacted handsets such as the Samsung Galaxy Note 8.)
- Requires a software update – you need to update your device software immediately to the latest software version.
If you do not update your software or replace your phone, under Australian law, we will be required to block your phone or device from connecting to the Optus mobile network. Once the phone is blocked, you won't be able to use it to make or receive calls (including Emergency Services calls). You also won’t be able to call iPrimus for support, so it’s important that you take action before your phone is blocked.
To update the software on your device, you need to:
Step 1. Go to Settings and scroll to the bottom of the menu.
Step 2. Tap on ‘Software update’.
Step 3. Tap ‘Download and install’. If an update is available, it should download automatically. Tap ‘download now’ if it doesn’t and then tap ‘OK’.
Step 4. Repeat steps 2-3 if needed until your device(s) states that 'Your software is up to date'.
Note:
- On some phones, it may say 'System updates' instead of 'Software update.'
- Depending on your software version, it may be necessary to repeat this process multiple times which could take a while. You won’t be able to use your device during this time, so please make sure your device is sufficiently charged before you start.
- Once you have updated your device to the latest software, consider enabling automatic update – these will prompt you to download and install the latest software available.
If you are not sure how to update your software, you can contact Samsung directly.
What you need to know
Why is this happening?
Some phones don’t automatically connect to another network when needed. This means they might not be able to call Emergency Services in an emergency if your usual network isn’t working.
Does this affect all mobile phones?
Only specific models are impacted - not all Samsung phones. Please check your phone against the list of impacted devices on the Samsung website. If you receive an SMS or email notification from us, that means your mobile device is impacted and either needs to be replaced or requires a software upgrade.
What is the issue?
Certain Samsung devices do not support automatic fallback to the Vodafone network. This means you will not be able to make Emergency Calls on the rare occasions when both the Optus and Telstra networks are unavailable. This is a requirement by law to ensure Emergency Services calls can be made when your primary network is unavailable.
Which devices are affected?
Samsung have identified some mobile devices that require replacement or have non-compliant software, which means that they will not connect to Emergency Services if both the Optus and Telstra networks are down.
To check if your device is impacted, and which action you need to take, an up-to-date list of impacted device models and names are available on the Samsung website.
Can this issue be fixed?
The devices “A: Need to be replaced” cannot be fixed and will be blocked after the 28 - 35 calendar day notice period and will not work on our network. The devices “B: Requires a software update” can connect to Emergency Services once the phone's software has been updated to latest software version.
How will I know if my device is impacted?
Where Optus has recognised that you are on an impacted phone, iPrimus will contact you via SMS and email. You should still check your device status here Samsung or contact Samsung directly.
What happens if I don’t act?
Under the Emergency Call Service Determination, Optus must notify customers once we identify a non-compliant device. The device must then be replaced or upgraded to compliant software, otherwise it will be blocked. Once blocked, you won’t be able to use it to make or receive calls (including Emergency Services calls).
Can I still use Wi-Fi?
Blocked devices cannot make voice calls over Wi-Fi, including emergency calls, or send/receive SMS.
Why does this happen?
Differences in device software, firmware, and network compatibility can affect whether an emergency call connects successfully. Some devices don’t behave consistently under network stress or configuration changes, and this can vary depending on the phone’s country of origin, model, age and software version.
What is Optus & iPrimus doing about it?
Optus conducts regular reviews of all devices connected to their network on behalf of iPrimus to verify emergency call compliance. Optus is working with the industry to ensure rigorous device testing. As a backup during an emergency, mobile phones are designed to connect to any available network, allowing you to connect to Emergency services numbers '000' and '112'.