Phones silenced because of one telco’s triple-0 stuff-up

COMMENT by ALEX NELSON

As of about 10am on 22 January 22), my mobile phone was blocked by Telstra, my service provider.

I cannot make or receive voice and text messages, nor can I connect online via my phone.

My mortal sin is that I own a Samsung NS-950F, one of 11 older model devices that Telstra discovered last year couldn’t connect to the Vodafone triple-0 emergency network, nor could it download the latest system update – and I haven’t met the deadline imposed to replace it.

I bought my phone from Telstra several years ago when the 3G network was about to close.

Notwithstanding a few knocks over the years, my phone is perfectly serviceable and workable – there’s nothing wrong with it.

But for an apparent inability to connect with the Vodafone triple-0 network, my phone continued to work normally until Telstra disconnected its service.

My phone’s inability to “camp on” (connect by default) with the Vodafone triple-0 network is only a problem in areas where there is no coverage by Telstra or Optus.

That begs the question of where only Vodafone coverage is available.

There are three major carriers of mobile phone services in Australia; in descending order they are Telstra, Optus and Vodafone, although in the Northern Territory it is Optus which has the lowest coverage.

Network coverage maps indicate Telstra provides the greater service than Vodafone in the Territory (where the latter expanded its service only last year).

Optus came under serious scrutiny in September last year when a system upgrade prevented triple-0 emergency calls from connecting in South Australia, Western Australia and the NT, with three deaths linked to that failure.

A major issue was the failure of the Optus triple-0 system to camp on to other system providers, Telstra and Vodafone.

The Optus outage affected about 600 customers but the technical failure was quickly rectified – and it didn’t oblige customers to replace their mobile phones!

The crisis prompted Telstra to test mobile phone connectivity to all triple-0 systems, leading to the discovery that over 70 models were not connecting correctly – 60 models simply required system updates but 11 older Samsung models apparently needed to be replaced.

The problem is twofold: First, it’s the Vodafone network that cannot be accessed by the older Samsung models. There is no problem with Telstra and Optus network connectivity.

Second, under federal government legislation, mobile network operators must block devices that cannot access all emergency call services.

This was reported to affect tens of thousands of customers across Australia – Telstra stated almost 20,000 devices that used its network would have to be replaced.

Vodafone denies any blame for this situation (and therefore no liability or responsibility). Just why its system cannot be adjusted to accommodate the older Samsung models – while Telstra and Optus networks have no difficulty – is not explained.

Equally, Samsung too offers no explanation.

This situation required the telcos to notify affected customers to either update or replace their mobile phones.

I received my first notification from Telstra via text message on 27 November: “Your [phone] may not have the latest software which could prevent you from calling Triple Zero (000) when not on the Telstra network. Australian law requires us to block your device from Telstra’s mobile network if your device software is not updated. If not updated, Telstra will block this device from 14 January 2026 and you will no longer be able to use it for calls, text or data on the mobile network. Please update your device software now – multiple updates may be needed.”

Note that initially Telstra was advising me to update my phone’s software, not replace it. Nor did I note my phone model listed at the time requiring replacement.

This was the first of many text messages from Telstra, but I wasn’t all that concerned as I figured updating my phone’s software could be done anytime.

On 9 December this text was received: “The SMS we sent you on 3 December included an incorrect blocking date. This phone will be blocked from accessing Telstra’s mobile network from 14 January 2026.” This was odd, as no message was received from Telstra on that date.

On 16 December, Telstra advised via SMS that my phone “doesn’t support the latest software version” and that I “will need to upgrade to a compatible device to stay connected to the Telstra mobile network. Australian law requires us to block your device from Telstra’s mobile network if your device is not upgraded.”

Text messages continued to arrive from Telstra every two or three days, all warning my phone would be blocked on 14 January.

On 7 January, I was sent a final reminder, but two more text messages were received on 9 and 13 January, too.

Finally, at about 9am on 14 January, I noted my phone was blocked, but after midday was surprised to hear its familiar text message beep: “UPDATE: Due to the recent extreme weather conditions across Australia, we are delaying the blocking of your [phone] until 21 January … Act now. If not replaced, your device will be blocked on 21 January 2026 and you will not be able to use it for calls, texts or data on the mobile network.”

One cannot help feeling perversely grateful for the heatwave that gripped southern Australia, wreaking a trail of destruction in its wake!

In the ensuing week, including 22 January at 6:47am, Telstra sent four more text messages, all of them warning my mobile phone would be blocked on 14 January 2026.

Finally, it was blocked at about 10am – just in time, as it happens, for the next heatwave to sweep across southern Australia.

This situation is aggravating on several grounds, but not least on the onus of responsibility placed on the telcos’ customers despite the actual problem lying only with the Vodafone system.

If they’re anything like me, it’s likely the majority of owners of older model Samsungs are least likely to afford to replace them – it’s why they’re hanging onto them!

Assistance for low-cost replacements may be available for some, but in general the cost is borne by customers despite no fault on their part or their otherwise perfectly serviceable devices.

That is wrong in principle and frankly unconscionable.

All of this seems to have flown under the radar of politicians and the media. Maybe that’s because there’s probably not a single politician in the country who hasn’t got the latest phone models (all taxpayer funded, of course); and journalists equally are unaffected, as such devices are essential tools of trade and regularly upgraded.

Under “Australian law” all mobile network operators are obliged to block devices from their networks that cannot access all emergency call services.

So, in my case for example, my phone which is able to access Telstra’s triple-0 service or camp on to the Optus system (unlikely anywhere in the NT), is now completely blocked from calling triple zero in any circumstances.

Hello, is there anyone home?

Given this astonishingly absurd situation is a direct consequence of Australian law, are we not dealing with, in effect, a form of compulsory acquisition by the federal government?

Maybe it’s a long shot, but the reality is that tens of thousands of ordinary customers are out of pocket as a direct consequence of federal government legislation.

Constitutionally, compulsory acquisition obligates the government to pay fair and just compensation.

It’s a safe bet the Commonwealth will weasel its way out of responsibility for its own role in this mess, just as Vodafone has apparently done for the shortcomings of its emergency call system.

It simply looks like a government-induced rort for the benefit of the major telcos at the expense of their customers and clients.

Small wonder there’s an increasing number of people disillusioned with the standard of government in this country and looking for political alternatives.

UPDATE 10pm

A Telstra spokesperson provided the following statement:
The device was blocked only after more than 10 notifications were sent advising that action was needed, along with a recorded message that played before every outgoing call. Under Australian law, mobile providers must block devices that aren’t properly configured to make emergency calls. To get service back up and running, the SIM just needs to be placed in an updated, compliant handset.
Further background can be found on our blog.