Short answer: In Australia, several older Samsung phone models have been found not to connect to the triple-zero (000) emergency number under certain conditions, and some require a hardware replacement or a software update to restore functionality. The issue has been confirmed by Telstra and outlined in reports from October 2025. Details and guidance
- What models are affected
- Telstra identified around 11 older Samsung Galaxy models that need replacement to restore reliable triple-zero connectivity (examples include Galaxy A7 (2017), Galaxy Note 5, Galaxy S6/S6 Edge, Galaxy S7/S7 Edge, etc.). An additional roughly 60 models require a software update to regain proper emergency-call behavior. The exact model list has been reported by Australian outlets and Telstra communications partners in late October 2025. [sources citing Telstra findings and model names include multiple Australian news outlets and Telstra statements].
- What to do if you have one of these devices
- If your device is on the affected older-model list, you may be notified by your carrier to replace the device to ensure triple-zero calls can connect reliably. In many cases, carriers will barcode or block access to their network until the device is replaced within a regulatory timeframe (often 28–35 days from notification).
* If your device is among the affected but can receive a software update, you should ensure that the latest update is installed; your carrier or Samsung support can guide you through the update process.
- What you can do now
- Check your exact device model against the published lists from Telstra/Optus/Vodafone communications in late October 2025 to determine if your phone is affected. If so, follow the carrier’s guidance for upgrade or update timelines.
* If you travel or rely on multiple networks, be aware AML (Advanced Mobile Location) features can help emergency services locate you quickly once a call connects, but AML does not fix a device’s fundamental ability to connect to the emergency network if the device is incompatible. Enable AML on supported devices where available.
- Why this happened
- The issue is related to emergency-call routing and network compatibility across carriers and multiple networks. Some older devices fail to connect to alternate networks when primary networks are down, or they do not properly trigger the emergency-call pathways. This is being addressed through device replacements and software updates.
Key takeaways
- If you own an older Samsung model, especially those from the Galaxy S6/S7 line or Galaxy Note 5, you should verify whether your model is on the affected list and act per your carrier’s guidance. Replacement or software updates are being deployed to restore reliable 000 connectivity.
- For emergency readiness, consider using AML-enabled devices and confirming that your device and SIM plan support reliable 000 calls during outages or cross-network conditions.
If you’d like, provide your exact Samsung model (and country/carrier), and I can help determine whether it’s on the affected list and what the next steps are per your carrier’s official guidance.