Important Advisory : Triple Zero (000) Blocking/Calling Issue on Older Samsung Devices

Customers using any of the above devices must replace their handset before 26 November 2025 to remain connected to the network. [Cohort 2 Devices are mentioned at the end of this Article]

🧭 Why Vodafone Is Mentioned

When a mobile device is unable to connect to its primary network (e.g. Telstra Wholesale), it is required to automatically attempt to connect to any other available network,  typically Optus or Vodafone ; to complete a Triple Zero (000) call.

Testing identified that some older Samsung devices fail when connecting to the Vodafone fallback network.
This means that if both Telstra and Optus coverage are unavailable, a 000 call may not connect.

📋 Partner Actions

Since Comms Mobile has not received a list of specific impacted services, partners must:

1. Send a general customer advisory notifying all mobile users about this issue.

2. Instruct customers to check their device model (via Settings → About Phone) and compare it against the lists above.

3. Advise customers with impacted devices to either:

   • Replace their handset (Cohort 1), or

   • Perform the latest Samsung software update (Cohort 2).

4. Direct customers to contact your support team if they are unsure how to check or update their device.

5. Maintain a record of communications issued.

This approach demonstrates proactive compliance with the Telecommunications (Emergency Call Service) Determination 2019, Section 69.

💬 Example Partner Communication TemplatesCustomer Notification (General Advisory)

SMS:

Important: Some older Samsung phones may not connect to Triple Zero (000) in rare cases.
Check your phone model at Settings → About Phone and compare with the list at [your info link].
If listed, replace or update your device immediately.

Email / Web Notice:

Subject: Important , Check your Samsung device for Triple Zero (000) reliability

Dear Customer,

Telstra Wholesale has identified a firmware issue affecting some older Samsung devices that may prevent Triple Zero (000) calls from connecting in rare circumstances when fallback to other networks (e.g., Vodafone) is required.

Please check your device model using Settings → About Phone and compare it against the lists of affected models [link].

• If your device is listed in Cohort 1, replace it before 26 November 2025.

• If your device is listed in Cohort 2, perform the latest Samsung software update.

This ensures you can always reach emergency services when needed.

⚙️ Customer Software Update Instructions

1. Open Settings

2. Tap Software Update (or System Updates)

3. Tap Download and Install

4. Follow on-screen steps to update

5. Repeat until no further updates appear

🎥 Samsung guide – How to update Android OS

🧩 Partner Support Notes

• The issue only affects emergency call fallback to the Vodafone network.

• No impact to Telstra Wholesale or Optus connectivity.

• Triple Zero (000) continues to work when the customer has Telstra or Optus coverage, or via VoWiFi.

• Customers who fail to replace or update affected devices will experience service blocking as per regulatory requirements.

🗂 References

• Telstra Wholesale Notification – Older Samsung Mobiles & 000 Calls (22 Oct 2025)

• Telecommunications (Emergency Call Service) Determination 2019 (s.69)

• Samsung Firmware Support – www.samsung.com/au/support

•  Comms Mobile Partner Support : helpdesk@commsmobile.com.au

(Blocking date to be confirmed)

The following devices can be fixed with a Samsung firmware update. Customers should ensure their handset is running the latest available software version.