Optus has revealed that around 470,000 Samsung devices on its network may be unable to call Triple Zero (000), describing it as a 'worst case scenario'. The figure was provided to a Senate estimates hearing examining recent revelations that dozens of older Samsung models have failed to connect to emergency services following the 3G network shutdown.
The Australian Communications and Media Authority (ACMA) told senators that TPG Telecom, owner of Vodafone, has blocked 7,152 Samsung phones, while Telstra has identified 114,527 customers needing software updates. Of those, 4,158 cannot be upgraded and will be blocked by January. The issue came to light in October when it was found that older Samsung models could not call Triple Zero on the Vodafone network.
ACMA's Cathy Rainsford said Optus is manually testing the 470,000 phones and that a software update is expected to fix the 'vast majority'. Samsung stated that devices over seven years old may need replacement, but most affected phones can be fixed with a software upgrade. Customers will have 28 days from notification to update or replace their device before it is blocked from all Australian mobile networks.
The revelations add to a crisis of confidence in the emergency call system, following an Optus outage in September linked to two deaths. Under rules introduced in 2024, telcos must notify customers if their device cannot connect to Triple Zero and block such devices. ACMA is investigating two alleged breaches and has issued a 'request for information' to Samsung and TPG.
Liberal senator Sarah Henderson criticized the government for failing to launch a public campaign, calling the issue a 'significant public safety risk'. The 3G network was shut down gradually between January and November 2024, but the Samsung phone problem on the Vodafone network was only identified in late October.
