Triple Zero and Samsung Devices
24 October 2025: TPG Telecom identified a cohort of older Samsung handsets leading into the 3G network shutdown in 2024 that were unable to make Triple Zero (000) calls on the TPG/Vodafone mobile network and could not be fixed with a software upgrade.
These devices were blocked from the Vodafone network as part of the 3G shutdown process.
Recently, we became aware that some of those same handsets that worked on other networks were unable to connect to Triple Zero when only Vodafone coverage was available. These Samsung devices were found to be configured in way that permanently locked them to making Triple Zero calls on the Vodafone 3G network even if being used with the SIM of another mobile operator and able to make Triple Zero calls on their 4G network. This limitation was not previously known to TPG Telecom.
We also recently received new advice from Samsung, that allowed us to identify a small number of older Samsung devices that either require a software update or must be replaced to ensure emergency call compatibility on the Vodafone network.
TPG Telecom continues to monitor handsets on its network and actively work with customers impacted by the Emergency Call Service Determination to ensure they can continue to access Triple Zero.
Customers using these devices will be contacted directly with specific instructions about whether they need to update the software on their device or replace it.
Customers who do not update or replace incompatible devices will be unable to make emergency calls and, in line with our regulatory obligations, their devices will be blocked.
We understand that some customers may need extra support, and we are committed to helping them through this process—including offering $0 and subsidised handsets where needed. Our teams are available in-store and via customer care to assist with updates and upgrades.
Contact our team
For media enquiries, please contact our Media Relations team at media@vodafone.com.au (account monitored 8am – 5pm AEST weekdays) or 1300 308 816.
Please note, the Media Relations team cannot access customer accounts and is unable to assist with customer service enquiries. For customer service enquiries, please call 1300 650 410.
About Vodafone Australia
Vodafone Australia is a telecommunications brand offering mobile and fixed broadband services.
Vodafone Australia is part of TPG Telecom.