Telstra Discovers Samsung Phones Locked to Vodafone for Triple-0 Calls — Thousands of Users at Risk
Australia’s leading telecom provider, Telstra, has uncovered a critical issue affecting around 70 older Samsung smartphones, which are unable to connect to Triple Zero (000) emergency services unless routed through Vodafone’s now-defunct 3G network.
The discovery has raised major safety and compliance concerns, as users of these devices may not be able to reach emergency services when Telstra or Optus networks are unavailable.
What Went Wrong
Telstra’s recent testing revealed that firmware in several Samsung handsets was hard-coded to use Vodafone’s 3G network during emergency calls, instead of automatically switching to active networks. Since Vodafone’s 3G was shut down in 2024, those phones are effectively cut off from emergency services in certain situations.
A Telstra spokesperson confirmed,
“Our investigation found that the firmware of these devices was specifically configured to rely on Vodafone’s 3G network to call Triple Zero. Why this was configured this way is a question for Samsung and Vodafone.”
Samsung has yet to comment on the issue, while Vodafone’s parent company, TPG Telecom, insists the problem stems from device configuration, not network faults.
Impact on Users
Telstra estimates that about 20,000 devices need to be replaced, while Optus reports around 12,000 affected customers. Users have been given 28 days to either update their software or switch to newer devices, or they will be blocked from making calls, sending texts, or using mobile data.
Some models — including older Samsung Galaxy S and Note series phones — can be fixed via a software update, but at least 11 models must be replaced immediately.
Public Reaction and Consumer Concerns
The incident has triggered backlash from consumer groups and opposition leaders who accuse telcos of poor communication and lack of oversight.
Carol Bennett, CEO of consumer group ACCAN, questioned why it took this long to identify the issue:
“It raises serious questions about compliance and oversight. Australians deserve confidence that they can call emergency services anytime.”
Affected users, especially those in rural and low-income communities, are now facing the financial burden of buying new phones.
Government and Regulator Response
The Australian Communications and Media Authority (ACMA) has launched an investigation into whether carriers breached obligations under emergency call regulations.
In response, the Albanese government has strengthened testing standards via the University of Technology Sydney’s National Telecommunications Resilience Centre, ensuring all future handsets undergo rigorous emergency connectivity testing before approval.
Telcos’ Remediation Plans
Telstra, Optus, and TPG have confirmed that remediation efforts are underway, including:
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Software updates for supported models
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Device replacement programs for older handsets
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Support for vulnerable customers needing new devices
Meanwhile, Samsung says it is working closely with carrier partners to ensure all affected devices “operate reliably in every emergency.”
Bottom Line
This latest revelation once again exposes vulnerabilities in Australia’s Triple-0 system, already under scrutiny following past network outages linked to multiple fatalities.
With thousands of Australians still relying on outdated devices, the issue highlights the urgent need for stronger coordination between manufacturers, carriers, and regulators to keep emergency communications reliable.
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