Key Takeaways
- Around 470,000 Samsung devices on the Optus network may be unable to call Triple Zero (000) in a worst-case scenario
- TPG Telecom has blocked 7,152 Samsung phones affected by the issue, while Telstra has identified 114,527 customers who need software updates
- The Australian Communications and Media Authority (ACMA) is investigating two alleged breaches of rules requiring telcos to notify customers when their device is unable to connect to Triple Zero
- Telcos must ensure emergency calls work even during a network outage, and devices that cannot be upgraded will be blocked from accessing all Australian mobile networks
- A public campaign warning Australians about the potential problems has not been launched, despite the issue being a significant public safety risk
Introduction to the Issue
The recent revelation that dozens of older Samsung models have been unable to connect to Vodafone to make Triple Zero calls has raised concerns about the reliability of the emergency call system in Australia. The issue was identified after the flawed shutdown of the 3G network, which was gradually switched off between January and November 2024 to make room for 4G and 5G technology. As a result, Optus has told regulators that around 470,000 Samsung devices using its network may be unable to call Triple Zero (000) in a worst-case scenario. This figure was provided to a Senate estimates hearing, which is examining the recent revelations and the response of telcos to the issue.
The Extent of the Problem
The problem is not limited to Optus, with TPG Telecom, the owner of Vodafone, revealing that a customer died last month after outdated software blocked his phone from calling emergency services. TPG has since blocked 7,152 Samsung phones affected by the issue, while Telstra has identified 114,527 customers who need software updates. Of those, 4,158 cannot be upgraded and will be blocked between now and January. The Australian Communications and Media Authority (ACMA) has told senators that Optus is manually testing 470,000 phones on its network and that a software update would likely fix the vast majority of them.
Regulatory Response
The ACMA has introduced rules requiring telcos to notify their customers when their device is unable to connect to Triple Zero and then take action to block those devices from their networks. Telcos must ensure emergency calls work even during a network outage, so a customer can still connect to another telco in a crisis. Under questioning from Liberal senator Sarah Henderson, ACMA revealed it was investigating two alleged breaches of those rules and had issued a request for information from Samsung and TPG. Senator Henderson said it was an issue of significant public safety risk and criticized the government for failing to launch a public campaign warning Australians about the potential problems.
Crisis of Confidence
The apparent failure to identify the issue with the Samsung devices adds to a crisis of confidence in the emergency call system, following an Optus outage in September that has been linked to two deaths. Australia’s 20-year-old 3G network was shut down gradually between January and November 2024 to make room for 4G and 5G technology. The telcos initially focused their attention on customers using 3G-only devices and a subset of older 4G devices that defaulted to 3G for emergency calls. However, the issue specifically with the Samsung phones on the Vodafone network was only identified in late October, months after the 3G network had been switched off.
Conclusion and Recommendations
The issue highlights the need for telcos to ensure that their customers’ devices are able to connect to emergency services, even in the event of a network outage. The ACMA’s investigation into the alleged breaches of rules and the telcos’ response to the issue will be crucial in restoring public confidence in the emergency call system. In the meantime, Australians are advised to check their devices and ensure they are able to connect to Triple Zero. Samsung has said that devices that are more than seven years old would likely need to be replaced, but most of the phones affected could be fixed with a software upgrade. If a device is on the list of impacted devices, the user will have 28 days from when their carrier notifies them to update the software or replace their device to stay connected. After this time, the device will be blocked from accessing all Australian mobile networks.