Telstra has identified a number of older mobile devices that are not correctly connecting to the Vodafone mobile network to make Triple Zero calls, when the customer’s primary mobile network is unavailable. These devices need to be updated or replaced to make sure they work reliably in an emergency.
Keeping you safe: an issue with some older mobile devices calling Triple Zero
- Affected customers will be contacted directly via email or SMS with instructions. Depending on the device, they may need to update software or replace the device.
- Under the Government’s Emergency Service Call Determination, all mobile operators must block devices that are not configured to access emergency call services.
- This issue does not relate to the Telstra network and does not affect Triple Zero calls made via Telstra or Optus networks, or via Voice over Wi-Fi.
Customer Communication Timings:
- Cohort 1 (devices needing replacement): contacted from today, with 28 days to upgrade.
- Cohort 2 (Telstra-sold devices needing software update): likely contacted week commencing 27 October.
- Cohort 3 (grey market devices needing software update): likely contacted week commencing 27 October.
Free Devices: Telstra are providing free like-for-like replacement devices to eligible customers in vulnerable circumstances, including those facing financial hardship, living remotely, or with life-threatening medical conditions. If someone believes they may be eligible, agents can submit a webform application on their behalf for review.
