You’ll need to urgently replace these Samsung phones to call triple zero
Tests from Telstra show that more than 70 Samsung phone models are unable to call triple zero in an emergency.
According to Telstra, there are 11 Samsung Galaxy models that users need to replace with newer handsets, and about 60 models that require system updates.
Telstra said affected customers will be notified via email or SMS.
Which Samsung phones can't make triple-zero calls?
Before we get into the list, here's some important context.
If your mobile plan uses the Telstra or Optus network and those networks are unavailable, your phone will automatically switch to Vodafone's network when you dial triple zero in an emergency.
However, Telstra's testing found that the following Samsung phones are unable to connect to the Vodafone network and will need to be replaced.
| Model number | Device name |
|---|---|
| SM-A720F | Galaxy A7 (2017) |
| SM-A520F | Galaxy A5 2017 |
| SM-J120ZN | Galaxy J1 2016 |
| SM-J320ZN | Galaxy J3 2016 |
| SM-J530Y | Galaxy J5 (2017) |
| SM-N920I | Galaxy Note 5 |
| SM-G920I | Galaxy S6 |
| SM-G925I | Galaxy S6 edge |
| SM-G928I | Galaxy S6 Edge+ |
| SM-G930F | Galaxy S7 |
| SM-G935F | Galaxy S7 Edge |
Which Samsung phones require a software update?
- Samsung Galaxy A31
- Samsung Galaxy A32
- Samsung Galaxy A42 5G
- Samsung Galaxy A50
- Samsung Galaxy A52
- Samsung Galaxy A71
- Samsung Galaxy A71 5G
- Samsung Galaxy A72
- Samsung Galaxy A8 (2018)
- Samsung Galaxy J7 Prime
- Samsung Galaxy J7 Pro
- Samsung Galaxy J8
- Samsung Galaxy Note 10
- Samsung Galaxy Note 20
- Samsung Galaxy Note 20 Ultra
- Samsung Galaxy S20 FE (SM-G780F)
- Samsung Galaxy S20 FE (SM-G780G)
- Samsung Galaxy S20 Plus
- Samsung Galaxy XCover 4s
- Samsung Galaxy XCover 5
- Samsung Galaxy Z Flip 5G
- Samsung Galaxy A11
- Samsung Galaxy A12
- Samsung Galaxy A12s
- Samsung Galaxy A20
- Samsung Galaxy A21s
- Samsung Galaxy A22 5G
- Samsung Galaxy A30
- Samsung Galaxy A32 5G
- Samsung Galaxy A51
- Samsung Galaxy A52 5G
- Samsung Galaxy A70
- Samsung Galaxy A90 5G
- Samsung Galaxy Fold
- Samsung Galaxy Note 10 Plus
- Samsung Galaxy Note 10 Plus 5G
- Samsung Galaxy Note 8
- Samsung Galaxy Note 9
- Samsung Galaxy Note 20 5G
- Samsung Galaxy Note 20 Ultra 5G
- Samsung Galaxy S10
- Samsung Galaxy S10 5G
- Samsung Galaxy S10 Plus
- Samsung Galaxy S10e
- Samsung Galaxy S20
- Samsung Galaxy S20 5G
- Samsung Galaxy S20 FE 5G
- Samsung Galaxy S20 Ultra 5G
- Samsung Galaxy S20 Plus 5G
- Samsung Galaxy S21 5G
- Samsung Galaxy S21 Ultra 5G
- Samsung Galaxy S21 Plus 5G
- Samsung Galaxy S8
- Samsung Galaxy S8 Plus
- Samsung Galaxy S9
- Samsung Galaxy S9 Plus
- Samsung Galaxy Xcover Pro
- Samsung Galaxy Z Flip
- Samsung Galaxy Z Fold 2 5G
- Samsung Galaxy J2 Pro
What happens if I don't update or replace my Samsung phone?
Customers who own any of these devices will be blocked from accessing any of the Australian mobile networks 28 days after being notified that they either need to update or replace their phone.
"To be clear, this issue does not relate to the Telstra network, and it does not impact your ability to call triple zero when you're using the Telstra network or the Optus network," Telstra said in a statement on its website.
Based on a statement from Australian Communications Consumer Action Network (ACCAN) CEO Carol Bennett, "tens of thousands [of customers with Telstra and Optus]" could potentially be affected.
"We're not sure how many TPG customers are directly affected by this issue," Benett said, according to the ABC.
Want to save on your mobile bill?
Find a cheaper plan with our easy quiz.
What are Optus, TPG/Vodafone and Samsung doing?
Optus said it has also "started contacting customers whose phones are affected with instructions on what to do next to ensure their phones work when they need them most."
Customers will have 28-35 calendar days to upgrade their handsets.
Meanwhile, a statement from TPG said, "It is not a fault of the Vodafone network, but a limitation in how certain older Samsung models were originally configured to search for emergency connectivity.
"TPG Telecom continues to monitor the handsets used on its network and actively work with customers impacted by the emergency call service determination to ensure they can continue to access triple zero."
And, according to 9News, Samsung said it's working with "its carrier partners to ensure all devices operate reliably in every emergency situation."
UPDATED 24 October 2025: We've added a clarification around why some Samsung phones may not be able to connect to triple zero.
Sources
Ask a question
I have a Samsung J7 ,2017 model. No one has contacted me about updates to remedy this problem with 000 story. Or to say this model needs to be replaced. Thankyou
Hi Joy, is it just the J7 or the J7 Prime / Pro? The latter two need updates based on the list from Samsung / the providers. I would suggest checking with your provider just in case and running the latest software update either way if you haven’t already. Hope this helps!
Hi I noticed you’ve said to everyone else to call their provider, I can’t call my provider, I just get msgs, no real person, what am I supposed to do? Like everyone else here, my phone is on the list but when I go into update section, it says it up to date
Hi Lynelle, in this instance I would suggest calling Samsung at 1300 362 603. You can also read our latest guide on how to verify if your phone can call triple zero here: https://www.finder.com.au/news/samsung-phone-users-urged-to-verify-they-can-dial-triple-zero. Hope this helps!
My phone is a Galaxy A12. That model appears on the list of devices that need a software update, not a replacement. I did an update about in early October. Today’s email from my telco said I have to repeat updates until I get to Android version 13 or above. Mine says it is up to date so I can’t repeat, but is only version 12. It also shows a “security patch” dated last month. Is that what I need? Who else to ask? I asked my telco but they didn’t know.
Hello! I’m sorry you’re facing this issue. I would suggest contacting your telco again to see if your device can make triple zero calls now that you’ve at least double checked that your software is as up to date as it can be. Your telco and/or Samsung are best placed to help. Otherwise you may need to contact TIO if your provider doesn’t help you out. Hope this helps.
My phone is a Galaxy A21s and TPG have advised that my phone will be blocked from 10 December. I have VoLTE on my mobile networks in Setting. TPG are adamant that I need to replace the phone however checking with Samsung they indicated it would be fine. Last software update was 26 June 2024 and I have tried to update again but it appears Samsung are no longer supporting updates on the A21s. Will my phone be ok or is it a matter of changing providers?
Hi Antonio, the problem is that even if you change to a provider that runs on the Optus or Telstra network, there’s the off-chance that depending on where you are, the triple zero call will need to use the Vodafone/TPG network and your phone won’t connect. I would check with TPG one more time – if you still get the same response, please reach out again and I’ll try my best to help you out.
My phone is a Galaxy A52 Model SM-A525F/DS which is no longer updated. It’s on the list as needing a software update. When I check updates, it says it’s up to date and the last update was in April 2025 which was well before this recent 000 problem. Can you please advise whether/how/where I can resolve this please? When I check AI it says it doesn’t need an update and doesn’t have to be thrown out. I’ve heard nothing either from Samsung or Telstra. Thank you.
Hello! There’s a good chance that you don’t have to worry, especially if you haven’t heard from Telstra. However, just to be on the safe side, you should contact Telstra directly and give them a rundown of exactly what you’ve mentioned in the message and they can confirm if you can make 000 calls. Hope this helps!