Some older Samsung mobile phones are unable to reach Triple Zero in an emergency. Photo: Shutterstock
Users of over 70 old Samsung mobile phone models are being urged to replace them after testing revealed the phones can’t connect to Triple Zero services correctly, further pressuring telcos as the government moves to improve emergency ‘camp-on’ roaming.
Telstra raised the alarm after testing of camp-on features – which connect your mobile to another network to make Triple Zero calls if your primary network is inaccessible – showed that “a number of old Samsung models” couldn’t make the switch.
Telstra customers using the Samsung mobile devices “are not correctly connecting to [TPG’s] Vodafone mobile network when other mobile networks are unavailable,” the telco said in a blog explaining that it had notified Samsung and other network operators.
“Most devices” can be fixed with a software update but devices released at least seven years ago will need to be replaced, Telstra said, adding that it will email or SMS its customers “to let them know what to do based on the device they’re using.”
Optus corroborated the issue, noting that it reviews connected devices monthly for compliance and had started contacting affected customers after finding the phones couldn’t roam to the Vodafone network where Telstra and Optus were unavailable.
While “this only happens under very specific conditions,” the carrier said, “it’s critically important that all devices can reach Triple Zero.”
TPG similarly has been policing devices connected to its network, noting that non-compliant devices include both older 3G handsets and newer 4G/5G devices, particularly those purchased overseas or from Australian parallel importers.
Recent changes to ACMA’s Telecommunications (Emergency Call Service) Determination require telcos to block phones that can’t access Triple Zero services – meaning that affected devices that aren’t replaced within 28 days will be disconnected.
Samsung said it is working with carrier partners “to ensure all devices operate reliably in every emergency situation,” adding that “if your device is impacted, your mobile carrier will notify you to provide specific instructions” and advising customers to call 1300 362 603.
Cracking down on Triple-Zero failures
The functioning of Triple Zero services has been under the microscope in recent years, with Telstra, Optus, and TPG CEOs issued please-explains after a series of incidents in which thousands of people were unable to dial Triple Zero during network interruptions.
Telstra said it had notified Samsung about the deficiencies in some of its older phones. Photo: Shutterstock
A firewall upgrade gone wrong caused a significant Optus outage in September – in which the deaths of four people were linked to their inability to reach emergency services in a timely manner – and a second incident similarly cut services a week later.
Optus paid a $12 million fine when its major November 2023 outage left over 2,000 people unable to contact Triple Zero, while Telstra was hit with a $3 million fine following a 90-minute Triple Zero service interruption.
ACMA has prioritised the “safeguarding” of Triple Zero services, and in June issued TPG with a formal warning after it failed to notify authorities that TPG customers were unable to make Triple Zero calls during an 80-minute service outage on 15 August 2024.
Such incidents have spurred the government to action, with the government this month fast-tracking new legislation that will see the creation of a Triple Zero Custodian, with compliance powers to ensure emergency services remain accessible.
Triple Zero testing has become a continuous responsibility
From November 1, the new rules will force telcos to test Triple Zero during upgrades and maintenance, report outages in real time, improve networks after outages, and meet new requirements to make sure Triple Zero calls fall back to other networks.
Recognising ongoing challenges in ensuring that ‘camping-on’ services work as intended, ACMA this month introduced a new mobile phone testing industry code that tightens standards for testing mobiles’ compliance with emergency call requirements.
The Emergency Calling – Network and Mobile Phone Testing Industry Code forces telcos to work with the UTS National Telecommunications Resilience Centre to test how well mobiles handle a range of network camp-on and coverage issues.
Telcos will also be required to maintain remote access to their network management tools, and ensure enough network redundancy that they can activate those tools even if their core network fails.
“Triple Zero is the most important service in our telecommunications system,” Minister for Communications Anika Wells said, noting that the “responsibility rests with” telcos and that “Australians’ confidence in Triple Zero has been shaken” by their failures.
“It’s vital that it’s rebuilt,” she said, adding that the new powers for the Triple Zero Custodian mean that “Australians can be assured of more active and effective monitoring of this most vital of services to make sure it meets the community’s needs.”
