Some older Samsung mobiles have issues connecting to Triple Zero
What to do next
If your mobile phone is affected, you should act quickly to ensure Triple Zero calls work, and to avoid being disconnected.
Contact your telco to check if your mobile phone needs to be updated or replaced. You can check here if you are an Optus customer or here if you are a Telstra customer.
Rules require your telco to disconnect your service within 28 – 35 days of notifying you that your mobile phone cannot connect to Triple Zero using a 4G or 5G network. After this time, your mobile phone will be blocked from accessing all Australian mobile networks.
The problem is about the Samsung mobile device, not specific telcos or networks. Look out for notifications from your telco or contact them directly.
Optus customers: Customer update: Helping customers stay safe when it matters most
How we can help
You should always contact your telco first to try and resolve the problem. If you can’t work it out together, contact us on 1800 062 058 or make a complaint online.
There are some problems we may be able to help with:
consequences from not being notified that your mobile phone was affected
disputes about contracts or billing where you can no longer use your service or device
misleading sales practices, including advice or a failure to advise about your mobile phone being affected
needing financial hardship assistance to manage your bills
financial loss or non-financial loss caused by problems we can help with.
The TIO cannot handle complaints that are only about:
requests to fix mobile coverage in your area or any specific area
requests to reconnect 3G networks.