Keeping you safe: How to make sure your mobile phone can call Emergency Services.

It is critically important that phones can reach Emergency Services (i.e. Triple Zero and ‘112’). For this reason, telecommunication carriers, including Optus, are required by Australian law to block phones that do not meet Emergency Call Service (ECS) Determination requirements. To meet our legal obligations, Optus will do the following:

Identify mobile devices that are unable to call Emergency Services,
Notify impacted customers on what action they need to take and when the action must be taken,
If action is not taken, block these devices from accessing the Optus mobile network, and,
Provide information about alternative mobile phones available, including low or no cost mobile phones.

Important: If Optus (or your mobile provider) has contacted you advising that you have an impacted device, you will need to take urgent action. We will contact you via email or SMS with details on the action you need to take and relevant dates.

How do I know if my device is compatible?

You can check your device is compatible under the Emergency Call Service (ECS) Determination using our Device Checker tool.

If my device is not compatible, what happens to my service?

Optus is legally required to block devices that are unable to make calls to Emergency Services (i.e. Triple Zero and ‘112’) in certain circumstances. If your device is blocked by Optus, your mobile number(s) will remain active, and you will continue to be billed for your service.* For more information, see the FAQ: “What happens to my service after my device is blocked?”

For tips to help keep you safe in an emergency and what to do if you have trouble connecting to Triple Zero, see the FAQ “What to do if you’re having trouble connecting to Triple Zero in an emergency?”

Testing has identified that some Oppo devices may encounter issues reaching Emergency Services (i.e. Triple Zero & ‘112’) in certain circumstances. This currently affects OPPO A53s.

It is critically important that phones can reach Emergency Services.

We encourage OPPO A53s device users to urgently update the software on their device to the latest software version. Otherwise, Optus is legally required to block these devices to comply with mobile safety standards.

Once blocked, your device(s) won’t be able to make any calls (including to Emergency Services), texts or use data on all Australian mobile networks. You also won’t be able to call Optus for support from your device(s) and you will continue to be billed for your service.

How to unblock your device

For devices that are eligible to be fixed with a software update, we have an unblocking process in place. After your phone has been blocked, you can still update your software while connected to Wi-Fi. When you have updated your software to the latest version available, your phone will automatically be unblocked within 2-3 business days. On the third day, you will then need to restart your phone to connect to the Optus network. The third business day may come into effect in the morning or afternoon depending on when the software update took place and the unblocking cycle commenced.

We are here to help. If you have updated your software and your phone is still blocked after 3 business days, call us on 133 937.

Updating to latest software on Oppo device

Make sure your phone is connected to secure Wi-Fi before updating the software on your device.
Go to ‘Settings’ on your device.
Go to ‘About Phone’.
Scroll to and select ‘Software Update’.
Your phone will show ‘new version available’ at the top of the ‘Software Update’ section.
Tap the update to view details, then tap ‘Download’.
When the download is finished, tap ‘Install Now’. Your phone will restart and install the update. This may take a few minutes.

Note:

It is recommended you are connected to secure Wi-Fi while updating your device to avoid incurring excess mobile data charges.
Please make sure you have enough storage available on your device before you begin updating your software.
Software installation could take a while. You won’t be able to use your device during this time, so please make sure your device is sufficiently charged before you start.
Once you have updated your device to the latest software version, consider enabling automatic updates so you are prompted to download new software versions as they become available.
For technical help or more instructions, including how to set up automatic updates, refer to your device manual.

How will I know if my device is impacted?

Where we have recognised that you are on an impacted phone, we will contact you directly via SMS and/or email. Important: If Optus (or your mobile provider) has contacted you advising that you have an impacted device, you will need to take urgent action. We will contact you directly with details on the action you need to take and relevant dates.

If my mobile has been impacted, can I still call Emergency Services today?

Your device needs to be updated urgently to the latest software to ensure it can call Emergency Services. Until you have updated to the latest software your phone may have issues successfully making a call to Emergency Services.

Please do not test call Emergency Services. This is not an effective test of your device's emergency calling capability.

What happens if I don't act?

Under the Emergency Call Service Determination, Optus must notify customers once a device has been identified as unable to call Emergency Services at all times. The device must then be upgraded to the latest software or replaced, otherwise it will be blocked. Once blocked, you won’t be able to use it to make or receive calls (including Emergency Services calls) send or receive texts or use data on all Australian mobile networks. You will continue to be billed for your service.

What options do I have if I need to upgrade my phone?

Reach out to us on 133 937 to discuss your options. We offer a range of devices to suit many needs and budgets, including low-cost or no-cost replacement device options.

Can I still use Wi-Fi when my device is blocked?

Blocked devices cannot make calls over Wi-Fi, including emergency calls, send or receive SMS or access mobile data. You also won’t be able to call Optus for support from your device(s).

Why does this happen?

Differences in device software, firmware, and network compatibility can affect whether an emergency call connects successfully. Some devices don’t behave consistently under network stress or configuration changes, and this can vary depending on the phone’s country of origin, model, age and software version.

What is Optus doing about it?

We conduct regular reviews of all devices connected to our network to verify emergency call compliance. We are working with the industry to ensure rigorous device testing.

Samsung has identified a number of mobile devices that do not correctly connect to the Vodafone mobile network to make Emergency Service calls (i.e. Triple Zero and ‘112’) in certain circumstances. On rare occasions when both the Optus and Telstra networks are unavailable, your phone needs to switch to Vodafone in order to contact Emergency Services. Note, this issue does not relate to the Optus network, and it will not affect your ability to call Emergency Services when the Optus network or the Telstra network is available.

How can I fix this issue?

Many devices can be fixed by a software update. However, some devices will need to be replaced. If your phone or device:

A. Needs to be replaced: we will notify you if you have a non-compliant device. You will need to replace your device to stay connected. B. Requires a software update: you need to update your device software to the latest software version available for your device.

If you do not update your software or replace your device, under Australian law, we will be required to block your device. Once the device is blocked, you won't be able to use it to make or receive calls (including Emergency Services calls) send or receive texts or use data on all Australian mobile networks. You will continue to be billed for your service. You also won’t be able to call Optus for support, so it’s important that you take action before your device is blocked.

Note: For devices that require a software update, we have an unblocking process in place. After your phone has been blocked, you can still update your software over Wi-Fi. When you have updated your software to the latest version, your phone will be unblocked. You will need to wait two full business days for the unblocking process to be completed. On the third day, you will then need to restart your phone to connect to the Optus network. The third business day may come into effect in the morning or afternoon depending on when the upgrade takes place and the unblocking cycle commences. We are here to help. If you have updated your software and your phone is still blocked after 3 business days, call us on 133 937.

Updating to latest software on Samsung device

Make sure your phone is connected to secure Wi-Fi before updating the software on your device.
Go to Settings and scroll to the bottom of the menu.
Tap on ‘Software update’.
Tap ‘Download and install’. If an update is available, it should download automatically. Tap ‘download now’ if it doesn’t and then tap ‘OK’.
Repeat steps 2-3 if needed until your device(s) states that 'Your software is up to date'.

Note:

It is recommended you are connected to secure Wi-Fi while updating your device to avoid incurring excess mobile data charges.
On some phones, it may say 'System updates' instead of 'Software update.'
Depending on your software version, it may be necessary to repeat this process multiple times which could take a while. You won’t be able to use your device during this time, so please make sure your device is sufficiently charged before you start.
Once you have updated your device to the latest software version, consider enabling automatic updates so you are prompted to download new software versions as they become available.

If you are not sure how to update your software, you can contact our customer service team on 133 937 for further information or assistance.

What you need to know.

Why is this happening?

Some phones don’t automatically connect to another network when needed. This means they might not be able to call Emergency Services in an emergency if your usual network isn’t working.

Does this affect all mobile phones?

Only specific models are impacted - not all Samsung phones. Please check your phone against the list of impacted devices on the Samsung website. If you receive an SMS or email notification from us, that means your mobile device is impacted and either needs to be replaced or requires a software upgrade.

What is the issue?

Certain Samsung devices do not support automatic fallback to the Vodafone network. This means you will not be able to make Emergency Calls on the rare occasions when both the Optus and Telstra networks are unavailable. This is a requirement by law to ensure Emergency Services calls can be made when your primary network is unavailable.

Which devices are affected?

Samsung has identified some mobile devices that require replacement or have non-compliant software, which means that they will not connect to Emergency Services if both the Optus and Telstra networks are unavailable. To check if your device is impacted, and which action you need to take, an up-to-date list of impacted device models and names are available on the Samsung website at: http://www.samsung.com/au/support/mobile-devices/issue-with-some-older-galaxy-devices-calling-triple-zero

Can this issue be fixed?

The devices that “A: Need to be replaced” cannot be fixed and will be blocked after the notice period. The devices that “B: Requires a software update” can connect to Emergency Services once the phone's software has been updated to the latest software version available for your device.

How will I know if my device is impacted?

Where we have recognised that you are on an impacted phone, we will contact you via SMS and email.

What happens if I don’t act?

Under the Emergency Call Service Determination, Optus must notify customers directly when we identify a non-compliant device. The device must then be replaced or if eligible to be fixed with a software update, the device must be updated to the latest software version, otherwise it will be blocked. Once blocked, you won’t be able to use it to make or receive calls (including Emergency Services calls) send or receive texts or use data, and you will continue to be billed for your service. For more information, see the FAQ: “What happens to my service after my device is blocked?”.

Can my phone be unblocked?

For devices that require a software update, we have an unblocking process in place. After your phone has been blocked, you can still update your software over Wi-Fi. When you have updated your software to the latest version, your phone will automatically be unblocked. You will need to wait two full business days for the unblocking process to be completed. On the third day, you will then need to restart your phone to connect to the Optus network. To do this, you will need to:

Turn off your phone by swiping down to access quick settings and tap the power icon.
Turn on your phone by pressing and holding the power button for 3-5 seconds.

Note: The third business day may come into effect in the morning or afternoon depending on when the upgrade takes place and the unblocking cycle commences.

We are here to help. If you have updated your software and your phone is still blocked after 3 business days, call us on 133 937. If your device can’t be fixed with a software update and needs to be replaced, your impacted device cannot be unblocked.

What options do I have if I need to upgrade my phone?

Reach out to us on 133 937 to discuss your options. We offer a range of devices to suit many needs and budgets, including low-cost or no-cost replacement device options.

Can I still use Wi-Fi when blocked?

Blocked devices cannot make voice calls over Wi-Fi, including emergency calls, or send/receive SMS. Blocked devices also cannot access mobile data services.

Why does this happen?

What is Optus doing about it?

We conduct regular reviews of all devices connected to our network to verify emergency call compliance. We are working with the industry to ensure rigorous device testing.

New rules were introduced on 28 October 2024 by the Australian Federal Government under the Telecommunications (Emergency Call Service) Amendment Determination 2024 (No. 1). These rules were introduced to address concerns over Emergency Services (i.e. Triple Zero and ‘112’) calling due to the closure of 3G networks in Australia. They set out the requirements for what Australian telecommunication network providers need to do under the amended Emergency Call Service (ECS) Determination and information for customers impacted by these changes.

To meet our legal obligations, Optus will do the following:

Identify mobile devices that are unable to call Emergency Services,
Notify impacted customers on what action they need to take and when the action must be taken,
If action is not taken, block these devices from accessing the Optus mobile network, and,
Provide information about alternative mobile phones available, including low or no cost mobile phones.

If you have an impacted device that has been blocked by Optus, your mobile number(s) will remain active, and you will continue to be billed for your service.*

Please note:

If you have a post-paid service, your mobile number will remain active, and you will continue to be billed for your service. However, your device will not be connected to our mobile network.
*If you have a pre-paid service, your mobile number will remain active, and you will continue on your current recharge until expiry. If you have AutoRecharge turned on, your service will continue to automatically recharge. To turn AutoRecharge off, go to My Optus app or, before your device is blocked, text MENU to 9999, select 6 and follow the prompts.

If you are unsure about your service billing arrangements, please contact us on 133 937 to discuss.

Follow the steps noted in the above section: “How can I fix this issue?” to see if your device can be unblocked.

In an emergency, every second matters. That's why all Australian mobile network operators work behind the scenes to help your Triple Zero (000) call connect. Even when you are outside Optus coverage, a 000 call can still be made if another mobile network is available.

Here’s how it works, the backups in place, and what to do if you’re having trouble connecting.  

What happens when you call 000? 

When you call 000 from a mobile phone, it will first try to connect using your mobile network. If your network isn't available, your phone will try to connect to another mobile network, if available. This is known as ‘emergency camp-on’.

What does ‘emergency camp-on’ mean? 

If your network is unavailable, your phone looks for another available mobile network and temporarily connects to call 000. You don't need to change any settings or do anything yourself. It works automatically at no cost to you, even without an active SIM in your phone. 

What to do if your 000 call doesn't seem to be connecting? 

The ‘emergency camp-on’ process can take time to connect to another network. Generally, there will be silence on the line while this happens.

If your initial call doesn’t connect within around five seconds, hang up and try again immediately.
On subsequent attempts, stay on the line for up to 60 seconds to give your phone the best chance to connect via another network.

All phones are different; if ‘emergency camp-on’ is available, iPhone will show ‘SOS only’ depending on iOS version. Android will show ‘Emergency calls only, ‘No service – emergency calls only’, or a small SOS icon. If your phone shows ‘No service’, there is no mobile network coverage available where you are and you will not be able to call 000 using a mobile network.

Look for other ways to get help while you’re holding the line:

‘Emergency camp-on’ won’t work if you are outside the coverage range of all mobile networks. In this situation: 

Use a landline phone or public phone, if available. 
Connect to Wi-Fi and use Wi Fi calling on your device

Additional tips to be prepared for an emergency:

Install new software updates as soon as they become available. Software updates may improve the capability of your phone to reach Triple Zero in an emergency.
Regularly restart your phone. Restarting your phone ensures that updates are installed correctly and increases the reliability of device’s behaviour.
Turn on Wi-Fi in your phone’s settings. This allows emergency calls to be made over a Wi-Fi connection if you don’t have mobile coverage. For Triple Zero calls, your phone will always try to use a mobile network first before attempting a Wi-Fi call.

More information

Access to 000 is a vital service, and all mobile carriers remain committed to providing reliable ways for customers to connect during an emergency.

If you cannot connect to Triple Zero, keep yourself safe, move away from danger if possible, help others where safe to do so, seek help from people nearby, or use any available means to contact emergency services.

For more information on connecting to Triple Zero (000), please visit: triplezero.gov.au