In November 2025, a Lebara customer in Sydney died after their Samsung phone failed to connect a triple zero call. There was no network outage. TPG‘s network was running fine. The problem? Firmware. Specifically, firmware that had been programmed to use only Vodafone‘s 3G network for emergency calls. A network that shut down in 2024.
This guide is part of our comprehensive examination of why Australian telecommunications failed when lives depended on it, providing practical steps to verify your device’s emergency calling capability.
71 Samsung phone models from 7-8 years ago have this firmware bug. These phones were hardcoded to ignore proper emergency calling standards and only use a network that doesn’t exist anymore.
If you’ve got an older Samsung device—particularly from the Galaxy S6-S10 era, Note 8-10 series, or Galaxy A series from 2016-2019—you need to check if your phone can actually call triple zero. You’ll need to either update the firmware or replace the device. And you need to do it before your carrier blocks your phone from the network entirely.
You’ve got 28 days from your carrier’s first notification. After that? Your phone gets disconnected completely. No calls, no texts, no data.
So this guide is going to show you how to find the official affected device lists, identify your exact model number, work out if your phone needs a firmware update or complete replacement, execute updates safely, and verify your emergency calling capability without dialling 000.
If you manage employee devices at your company, this applies to your fleet as well. You need to audit devices against carrier lists and document compliance before someone in your organisation can’t reach emergency services.
What Samsung phones cannot call triple zero in Australia?
71 Samsung models have been identified so far. And the list keeps growing as carriers conduct more advanced testing.
These phones fall into two categories: around 60 models that can be fixed with a firmware update, and 11 models with hardcoded firmware that can’t be fixed. At all.
The unfixable models were locked to Vodafone’s 3G network at the firmware level. When Vodafone shut down 3G in 2024, these phones lost all emergency calling capability. You can’t software patch firmware that’s hardcoded.
The affected phones are primarily 7-8 years old. We’re talking Galaxy S6 through S10 era, Note 8 through Note 10 series, and various Galaxy A series phones from 2016-2019.
Grey import devices—Samsung phones you might have purchased overseas or through unofficial channels—create additional problems. They may lack Australian firmware variants needed for updates. Even if the model number matches an affected device on the official lists, grey imports often can’t receive the firmware fixes.
Models requiring replacement (cannot be updated)
These 11 models have firmware that cannot be patched:
- Galaxy A7 2017 (SM-A720F)
- Galaxy A5 2017 (SM-A520F)
- Galaxy J1 2016 (SM-J120Z)
- Galaxy J3 2016 (SM-J320Z)
- Galaxy J5 2017 (SM-J530Y)
- Galaxy Note5 (SM-N920I)
- Galaxy S6 (SM-G920I)
- Galaxy S6 Edge (SM-G925I)
- Galaxy S6 Edge+ (SM-G928I)
- Galaxy S7 (SM-G930F)
- Galaxy S7 Edge (SM-G935F)
Models requiring software update (fixable)
If you have a Galaxy S8, S8+, S9, S9+, S10 series, or Note9/Note10/Note20 series, your phone likely appears on the updatable list. Australian models on the most current software may require no action. Non-Australian or grey market devices must be updated to Android 12 or later.
The complete official lists are maintained by Samsung Australia and each carrier. Check them all—the lists expand as testing continues.
How do I find the official list of affected Samsung devices?
Check multiple sources. The lists vary between carriers and they get updated regularly.
Start with Samsung Australia’s official page which has a device checker built in.
Then check your carrier’s list:
- Telstra’s list has downloadable PDFs and model search
- Optus maintains lists at optus.com.au with model search
- TPG/Vodafone publishes lists at tpgtelecom.com.au and vodafone.com.au
Check multiple times. Carriers are still discovering affected devices. The list from two months ago may have expanded.
If your model appears on any list, assume it’s affected and take action.
How do I identify my Samsung phone’s exact model number?
You need the technical model number, not the marketing name. “Galaxy S10” is a marketing name. “SM-G973F” is the model number you’re after.
Navigate to Settings → About phone → Model number. You’ll see a format like “SM-G973F”.
Alternatively, dial *#06# to display IMEI and model information.
The model number format is: SM-[letter][3-4 digits][letter/number variant]. So SM-G973F is the Galaxy S10 international variant, SM-G973U is the US variant.
When you check against carrier lists, use the exact model number including the final letter variant. SM-G930F and SM-G930I are different variants with different firmware configurations.
How do I check if my Samsung phone has Australian or grey import firmware?
Navigate to Settings → About phone → Software information → Service provider software version.
Australian firmware variants show: XSA (unbranded Australian), TEL/TLP (Telstra), OPS/OPP (Optus), or VAU/VAP (Vodafone).
If you see codes like DBT (Germany) or BTU (UK), you’ve got a grey import.
Grey imports can’t receive Australian carrier firmware updates. The update servers won’t recognise the device’s firmware variant. If you have a grey import on the affected list, you’ll need device replacement. No way around it.
How do I update my Samsung phone firmware to fix emergency calling?
Before you start, make sure: your device is on the updatable list (not one of the 11 hardcoded models), you’ve got Android 12 or later, battery is charged to 80%+, and you’re connected to WiFi.
Back up all your data using Samsung Cloud or Smart Switch. Firmware updates can fail and you don’t want to lose everything.
Navigate to Settings → Software update → Download and install.
Download the update (10-30 minutes on WiFi). Then install it. Your device will restart and take 15-20 minutes. Do not interrupt this process. If you do, your phone may become non-functional.
After restart, verify the firmware version actually updated at Settings → About phone → Software information.
If no update appears, check your carrier’s timeline or contact support. Some updates roll out gradually.
What do I do if my Samsung phone firmware cannot be updated?
If your phone is one of the 11 models with hardcoded firmware, software updates won’t work. The only option is device replacement.
Contact Samsung Australia to discuss replacement options.
Carriers offer replacement programmes:
- Telstra: free replacements for vulnerable customers (pension or concession card holders)
- TPG Telecom: free or subsidised handsets for some customers, particularly Lebara customers
- Optus: case-by-case assessment for financial hardship
If you don’t qualify for free replacement, budget 4G VoLTE-capable phones cost AU$150-250.
Timeline matters here. Carriers will block your device 28-35 days after notification. After blocking, no calls, no texts, no data.
How can I test if my Samsung phone can call emergency services without actually calling 000?
Don’t test by actually dialling 000. It creates a burden on emergency services and there are legal consequences.
You need to verify indirectly:
Check if your model appears on any carrier’s affected list. If it doesn’t, your phone is likely safe.
If you updated firmware, verify the version matches your carrier’s specified post-update version.
Check VoLTE is working. Make a regular call. During the call, look for a “VoLTE” or “4G Calling” icon on your screen. Or navigate to Settings → Connections → Mobile networks and verify “VoLTE calls” is enabled (ON).
For absolute certainty, contact your carrier and request emergency calling compliance verification for your IMEI number.
What happens if I ignore the carrier notification about my Samsung phone?
Your carrier will send multiple notifications via SMS, email, and voice calls warning your device will be blocked.
You’ve got 28-35 days from the first notification.
After the deadline, your device gets completely disconnected. No calls, no SMS, no mobile data. WiFi-only.
Carriers are legally required to block devices that cannot access emergency services under ACMA regulations. They cannot make exceptions, even if you ask nicely. This enforcement is part of the broader telecommunications safety crisis affecting Australia’s emergency services infrastructure.
When Vodafone 3G shut down, affected Samsung devices lost all emergency calling capability. If an emergency occurs after blocking, your device is non-functional for calling help.
Why are some Samsung phones hardcoded to Vodafone 3G for emergency calls?
The firmware was configured to rely exclusively on Vodafone’s 3G network for triple zero calls.
Phones should use “camp-on” systems—automatically switching to any available carrier network for emergency calls when your home network is unavailable. GSMA and 3GPP standards require this. It’s basic functionality.
Samsung’s firmware hardcoded these devices to only attempt emergency calls via Vodafone 3G. The phones ignore camp-on entirely. For a detailed technical explanation of why firmware cannot be fixed on these devices, including how VoLTE architecture and network failover mechanisms should work, see our in-depth analysis.
Why? That’s a question for Samsung and Vodafone. TPG Telecom didn’t request this configuration.
The firmware was likely programmed 7-8 years ago when Vodafone’s 3G was reliable and nobody was thinking about 3G shutdowns. When Vodafone shut down 3G in 2024, the problem got exposed.
Telstra discovered the problem through advanced testing after a Vodafone customer reported being unable to make emergency calls on Telstra’s network.
FAQ Section
What is VoLTE and why does it matter for emergency calling?
Voice over LTE enables voice calls over 4G networks instead of legacy 2G/3G. After the 3G shutdown, emergency calling requires VoLTE with proper camp-on to alternative carriers. Samsung’s firmware bug prevents this, making affected devices unable to connect triple zero calls.
How many Samsung devices are affected by the triple zero issue?
Currently 71 models identified, and the list is expanding as carriers conduct more advanced testing. Around 60 models can be fixed via firmware update, while 11 models require device replacement due to hardcoded firmware.
Will my carrier give me a free replacement phone if mine cannot call 000?
It depends on your carrier and your circumstances. Telstra offers free replacements for vulnerable customers (pension/concession holders). Optus assesses financial hardship cases. TPG offers free replacements for Lebara customers. Other customers receive subsidised replacement options or need to purchase new devices themselves.
Can I buy a second-hand Samsung phone and be confident it can call triple zero?
Risky. You need to verify the exact model number against carrier affected lists before purchase. Check the firmware variant is Australian (XSA/TEL/OPS/VAU), confirm firmware is updated to the latest version, and test that VoLTE calling works. Grey import second-hand devices are particularly problematic.
What is the difference between Australian and grey import Samsung phones for emergency calling?
Australian models have local firmware variants and receive carrier-approved updates fixing emergency calling. Grey imports have overseas firmware, cannot receive Australian updates, and may have incompatible VoLTE configurations preventing emergency calls even if the model number matches affected lists.
How long do I have before my Samsung phone gets blocked if I do nothing?
28-35 days from first carrier notification. Telstra, Optus, and TPG send multiple warnings via SMS, email, and voice calls. After the deadline, your device gets completely disconnected—no calls, texts, or data. The timeline is strictly enforced due to ACMA regulatory requirements.
What happened in the Sydney death case involving Samsung and triple zero?
In November 2025, a TPG/Lebara customer with an affected Samsung device attempted to call triple zero during an emergency. The phone failed to connect due to firmware hardcoding to Vodafone’s shuttered 3G network. The call never connected. The customer died.
Can I use my Samsung phone if I don’t care about calling emergency services?
Non-compliant and risky. Carriers are legally required to block devices that cannot make emergency calls under ACMA regulations. Even if you don’t plan to call 000, carriers will disconnect your device completely after the 28-day notice period. Plus emergencies are unpredictable—you never know when you’ll need it.
Which carrier was first to announce blocking of affected Samsung devices?
Telstra discovered the firmware hardcoding issue through advanced testing and announced the 28-day blocking policy first. Optus and TPG followed with parallel policies. All carriers now enforce blocking due to ACMA requirements after the November 2025 death.
What is the camp-on system and why did it fail on Samsung phones?
Camp-on allows phones to automatically switch to any available carrier network for emergency calls, even if your home network is down. GSMA and 3GPP standards require this functionality. Samsung’s firmware bug hardcoded devices to only use Vodafone 3G, completely ignoring camp-on. When Vodafone 3G shut down, these phones lost all emergency calling capability.
Will Samsung fix this issue in all their phones going forward?
Samsung is working with carriers to ensure current and future devices comply with VoLTE emergency calling standards and proper camp-on implementation. Samsung’s official notice states this does not affect newer devices. Regulatory scrutiny from ACMA should prevent similar firmware configuration errors going forward.
What should organisations do to ensure employee devices can call emergency services?
Audit your device fleet against carrier affected lists using IMEI/model verification. Implement procurement policies excluding grey imports and requiring emergency calling compliance certification. Use MDM systems to force firmware updates. Document compliance for legal liability protection. Consider bulk testing services from carriers for fleet-wide verification.
