Optus Alert - Important: Your Device May Not Connect to Emergency Services

ClaudeVL on 11/11/2025 - 19:28
Last edited 11/11/2025 - 22:36 by 2 other users

I received this message from Optus via txt and email.
I'm no longer getting OS updates only, quarterly security updates I think…what will happen? Is this the same with all providers now? Should telecommunications companies do something to be able to support the phone companies' needs to continue to provide OS updates?

IMPORTANT: Hi there, Optus is legally required to block devices that can't call emergency services. Your Samsung Galaxy Note20 Ultra used on 04xxxxxxxx has been identified as unsafe, as it may not be able to connect to the Vodafone mobile network to make calls to emergency services in rare cases when Optus & Telstra networks are unavailable. Please urgently check if the software on your device is up to date to Android version 13 or higher, otherwise it may be blocked by Optus. Instructions available at optus.com.au/ecsupdate (see 'B: Non-Compliant Software'). Need help? Visit optus.com.au/mobilesafety, call 133937, or visit a store. Ignore this if you've already updated to compliant software.

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  • MS Paint on 11/11/2025 - 19:34
    -1

    May not connect to autocorrect also.

  • ozhunter on 11/11/2025 - 19:35

    You updated it to Android 13?

  • AndyC1 on 11/11/2025 - 20:07

    When did you get this?

  • singingwolf on 11/11/2025 - 21:06
    +3

    Your keyboard is also dying.

  • rooon on 11/11/2025 - 21:10

    Same problem via amaysim today. Samsung A31 on Android 12 with no more OS updates. If 000 works on Optus and Telstra, surely then this is a Vodafone problem and not all our mobiles.

    • GordonD on 11/11/2025 - 21:17
      +2

      surely then this is a Vodafone problem

      No, its not, its a Samsung firmware problem. It has been investigated. They did something stupid that only they can fix.

  • ClaudeVL on 11/11/2025 - 21:32

    Thrn whose obligation it it to make all working mobiles can make emergency calls regardless of OS version, phone type as long as it commpatuble with 4g networkat a minimum right? Who should we raise this with, ACCC? It Optus trying to shift the problem from.themselves to the user and their phones?

    • AndyC1 on 11/11/2025 - 21:39
      -3

      Use the search facility in Ozbargain and it will give you heaps of answers to your very very late rant about a 4/5 year old phone.

      • ClaudeVL on 12/11/2025 - 06:52

        Yes, it might be an old phone, which i love using and is still working!

        • 2esc on 12/11/2025 - 11:47

          I agree with you if a phone is 4g compatible it should work.

          • jv on 19/11/2025 - 13:59

            @2esc:

            4g compatible

            That is network dependant…

  • Costanza on 11/11/2025 - 21:34
    +1

    Both should be fixed by the latest firmware updates (at least assuming if they are Australian variants, don't know if Samsung have released for others).
    Main thing is to update to the very latest release from Samsung (The Galaxy Note20 Ultra should be upgradable to Android 13):-

    |Step 1. Go to Settings.
    |Step 2. Tap on Software/System update.
    |Step 3. Tap Download and install. If an update is available you will be prompted to Install now.
    |Step 4. Repeat steps 2-3 if needed until your device(s) states that 'Your software is up to date'

    If that doesn't resolve it check your exact model and TAC (first 8 digits of your IMEI) here:-

    https://www.telstrawholesale.com.au/3G-Network-Closure-Block…
    https://www.optus.com.au/support/checkdevice
    https://amta.org.au/3g-closure-old/check-my-device/

    More Info:-

    https://www.telstra.com.au/exchange/older-mobile-devices-cal…
    https://www.optus.com.au/for-you/support/mobiles-tablets-wea…
    https://www.optus.com.au/about/media-centre/media-releases/2…
    https://www.vodafone.com.au/news/triple-zero-and-samsung-dev…
    https://www.abc.net.au/news/2025-10-22/samsung-mobile-device…

    • rooon on 11/11/2025 - 22:20

      Thanks for the info though i checked imei re 3G and no issues. Also Samsung A31 not listed as affected device so why am i notified?

      Which devices are impacted:
      The following devices will be blocked from between 28 - 35 days after you have been notified and need to be replaced.

      Model No.
      SM-A720F
      SM-A520F
      SM-J120ZN
      SM-J320ZN
      SM-J530Y
      SM-N920I
      SM-G920I
      SM-G925I
      SM-G928I
      SM-G930F
      SM-G935F

      Device Name
      Galaxy A7 (2017)
      Galaxy A5 2017
      Galaxy J1 2016
      Galaxy J3 2016
      Galaxy J5 2017
      Galaxy Note 5
      Galaxy S6
      Galaxy S6 edge
      Galaxy S6 Edge+
      Galaxy S7
      Galaxy S7 Edge

  • keezalol on 11/11/2025 - 23:14
    -1

    They say the issue with my phone could be fixed with an update but there is no update so im confused on what to do.

    • Costanza on 12/11/2025 - 07:30

      If you have followed all the instructions(youtube) to update your firmware/system software until it will no longer update, post your TAC (first 8 digits of your IMEI), maybe it is because you have a foreign version(grey import/overseas/second hand), and also post what system software version you are running (try Settings/About phone and touch on things with info like Software Information or Android Version to get detailed version information).

      https://www.samsung.com/au/support/mobile-devices/issue-with…
      (note if you have one of the no software update available models Samsung are offering 50% off retail on some models via agent chat)

      • keezalol on 12/11/2025 - 11:29

        contacted samsung and was told they roll out updates in batches and my model isnt part of the batch yet. but they also could not guarantee i get a firmware fix before the deadline.
        i guess they want me to hope and pray that i dont get blocked?

        • Marty156 on 12/11/2025 - 14:46

          Contacted Samsung. They said IF phone is "software up to date" yet on the list to be blocked, they are going to escalate.

          Their response, "…Based on our resources the Galaxy A50 should require a software update only which your device is up to date but as per you service provider it requires an Android version 13".

          Then they said that if no update before the 28 days, phone "Should be good to go"

          Hence my dilemma

  • valuer on 12/11/2025 - 10:33

    Got the message from Amysim about my Samsun S21 Ultra. Says that I need to upgrade from Android 13 - but the phone is already running Android 15.
    And so because in the unlikely event that I might need to make a 000 call and it needs to find a different service - they will make it so that I can never call anyone? Crazy.

    • Costanza on 12/11/2025 - 11:41

      Yes ignore Optus/Amaysim talking about Android version, the latest firmware/carrier software is the important thing (latest android version varies between models and can be above/below 13 and still work). The telcos seem to think Samsung have make the fix available to all already, but maybe that isn't the case (see keezalol message above).

  • andylch on 12/11/2025 - 13:05

    Change the IMEI to bypass their blacklist

  • rocmelon on 12/11/2025 - 13:07
    +1

    I can see a class action comming up.
    Why should I have to update my phones when the problem is with another company I have no deals with.
    Since families have at least 2 phones at minimum, thats $250 each.

    Any simple instructions on how to root / force updates or any other method to update to android 15

  • rocmelon on 12/11/2025 - 13:13
    +1

    Gone are the samsung A36 from Amaysim for ~$250

  • Costanza on 12/11/2025 - 13:19

    Besides doing the normal checking for updates also make sure this (or similar) is turned on:-
    Settings/Connections/More Connection Settings/Auto Update System Configurations

  • valuer on 13/11/2025 - 08:13

    Is another 'fix' to switch service supplier to Vodafone or one of their resellers like Felix?

    In other words - is the problem actually with the other telcos switching to Vodafone rather than being from Vodafone?

    • Costanza on 13/11/2025 - 08:18

      Yes a possible way to avoid the problem.

  • isidore12 on 18/11/2025 - 17:24

    Here is a list of the impacted Samsung phones:

    https://www.9news.com.au/national/samsung-phones-not-connect…

  • rooon on 18/11/2025 - 18:49

    Ongoing problem is the conflicting info from Teclos and Samsung. Teclos saying they will block it and Samsung saying they wont.

  • Costanza on 18/11/2025 - 19:17

    Yes the messaging has been terrible. If you get a message with Ignore this if you've already updated to compliant software then I wouldn't be worried if your firmware/system software is up to date, only if you get a message saying yours will be definitely blocked on a certain date or # days as the telcos have to follow the law.

    Looks like Optus(Amaysim/etc) have sent out these messages to everyone with one of the models (based on TAC(the first 8 digits of IMEI)) that have a problem if they are running old software, with no software version checking by Optus. They have finally removed the Android 13 rubbish. Also don't trust Samsung/Optus chat, sounds like it is true the fix already been available prior to these warning messages.

    Today (and since they were on Vodafone it sounds like some old model that won't even do VoLTE emergency calling on Vodafone with original/old firmware):-
    TPG Telecom says Sydney person died after outdated phone software blocked Triple Zero calls

    • rooon on 18/11/2025 - 19:44

      Amaysim need to send a follow up email retracting the Android 13 statement as well.

      My last phone software update was March 2024. Samsung should have a page verifying the release date and software version required for each affected phone that is required so it won't be blocked.

      This would help users a lot!

      Also, the Optus IMEI check says "Unfortunately, based on the number you entered, the SAMSUNG GALAXY A31 device requires an urgent software update. This implies to me some recent update since March 2024 that fixed the newly reported issue.

  • SubSonix on 18/11/2025 - 20:45
    +1

    Anyone know what the verdict is if you have one of the models that "needs an update" but you're running a very recent version of Android through custom rom?
    I'm talking to Samsung as I write this, but they're not being helpful.

    Good luck to anyone else who contacts them:

    Me: Can you please tell me the latest version?

    Them: I really love to provide you that information, but we don't have that specific information here on our end since this must be completed within 28 days of being notified by your carrier or else your access to the network will be blocked.

    • Costanza on 19/11/2025 - 09:39
      +1

      Verdict no, because we don't know how they going to determine software is compliant if they are going to try at all (Optus haven't seemed to do any version checking so far). They might use IMEI-SV, or CSC (Consumer Software Customization) stuff, or IME/SIP interactions which have some version info. If they do start trying to check, it is likely to be problematic for custom ROMs and overseas variants.

  • singingwolf on 19/11/2025 - 07:46
    -2

    Now there is a confirmed death due to this issue. Suggest anyone having issues upgrading go into the store of their carrier to get it sorted.

  • Zilch on 19/11/2025 - 09:16
    Merged from "Some Galaxy phones can no longer make emergency calls in Australia, and its already linked to one confirmed death" - 9to5google

    Who could have ever seen this coming?

    I'm also bitter about AliExpress removing phones from coupons (since the change was implemented), allegedly due to a high number of returns.

    Source: https://9to5google.com/2025/11/18/unsupported-galaxy-phone-l…

    Discussion in /r/Android: https://www.reddit.com/r/Android/comments/1p0kl2y/some_galax…

    • WatchNerd on 19/11/2025 - 09:31

      Who could have ever seen this coming?

      Exactly what I thought when I heard it was happening - Someone is going to die from this.

    • jv on 19/11/2025 - 10:08
      +2

      Some Galaxy phones can no longer make emergency calls in Australia

      Wasn't this discussed a year ago?

      Didn't the carriers send out messages to these phones and eventually block them?

      • WatchNerd on 19/11/2025 - 12:33

        Yeah but it appears some weren't blocked from making normal calls & sms.

        • jv on 19/11/2025 - 12:34

          But the carriers were supposed to block those phones from making any calls? They were required to do that exactly to prevent this…

          • WatchNerd on 19/11/2025 - 12:38

            @jv: Yep & now someone has died.

      • SubSonix on 19/11/2025 - 12:44

        I only received a text about it two days ago, and it won't be blocked until the same time in December.

        EDIT And just now received an email about it.

    • Euthyphro on 19/11/2025 - 10:12

      I am wondering which carrier it is, Vodafone?

      • Anthonese on 19/11/2025 - 11:22

        Yep, TPG Telecom

        • Euthyphro on 19/11/2025 - 12:12

          Not sure whether it is related. It's a common knowledge that when a caller calls a phone number operated by Vodafone, the caller can hear the calling tone, but the callee's phone won't ring.

          I am surprised such low quality carrier is still allowed operation in Australia.

          • jv on 19/11/2025 - 12:35

            @Euthyphro:

            I am surprised such low quality carrier is still allowed operation in Australia.

            Please declare you affiliation with Telstra.

            • Euthyphro on 19/11/2025 - 13:54

              @jv: Are you from UK and got offended?

    • DingoBilly on 19/11/2025 - 10:16
      -1

      It was communicated to consumers and well known ahead of time….

      So everyone saw it coming. Sad someone died, but you also can't make everyone stay on top of the news and stay up to date. So I'm not sure it's quite the big news people make it out to be as it was pretty much inevitable.

      • Ryanek on 19/11/2025 - 10:29

        Yeah, it's like complaining my Nokia 5100 can't make emergency calls anymore.

        Old tech needs to be retired eventually.

        • Namesareapain on 20/11/2025 - 19:59

          No, it's not like that at all. The Nokia 5100 is 22 years old and the Samsung Galaxy Note20 Ultra is 5 years old, A massive difference! We are only having these problems because the government stupidly decided to shut down 3g,when no other country has been this dumb!

      • rooon on 19/11/2025 - 12:11

        28-35 days to take action before they block the device is not much notice.

    • Summoner on 19/11/2025 - 10:25
      +1

      The provided list of devices that can not dial 000, but are eligible for a fix, includes some surprising devices, like the Galaxy S21 lineup.

      Wow… I was surprised reading the link, particularly by the fact that the S21 was affected. I initially thought that very old devices might be the culprit, but seeing the S21 there is somewhat surprising.

    • Duckie2hh on 19/11/2025 - 10:30

      buyPIXELS

      • jv on 19/11/2025 - 12:36
        +1

        Dead ones ?

    • payless69 on 19/11/2025 - 10:34

      Pretty much every 4G onward phone can ring 000
      even without a sim card just rtfm
      and if we lose brains who will miss it?

  • SubSonix on 25/11/2025 - 14:19

    I've now asked my mobile carrier, and they can't tell me anything either.
    Seems the warning was automated just going off the list of devices, not your current firmware. This is probably known, but yeah.

    Looks like it's a wait-and-see situation for me.

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