Some older Samsung and Oppo mobiles may have issues connecting to Triple Zero
What you need to do
If your telco contacts you, it’s important to act quickly or your phone will be blocked from all mobile networks within 28-35 days.
Check with your telco if your phone needs a software update or if your handset needs to be replaced.
Telstra customers: Keeping you safe: an issue with some older mobile devices calling Triple Zero
Optus customers: Customer update: Triple Zero and Samsung devices
Oppo A53s users
If you have an Oppo A53s with older software, you must update to the latest version to be able to call Triple Zero.
If you don’t update the software, your mobile may be blocked from calling Triple Zero from 20 January, 2026.
Why is this happening?
The Telecommunications (Emergency Call Service) Determination 2019 requires all telcos to block mobiles that can’t call emergency services. Telcos have 28-35 days to block your device after contacting you.
Legally, telcos can’t extend the timeframe to block your device
How we can help
Contact your telco first. If you can’t resolve the issue, call us on 1800 062 058 or make a complaint online.
The TIO can help with:
- impacts from not being notified your phone was affected
- contract or billing disputes if you can’t use your service
- misleading sales advice about your phone being affected
- financial hardship support
- loss caused by these issues.
The TIO can't handle complaints only about:
- requests to fix mobile coverage in your area or any specific area
- requests to reconnect 3G networks.