Samsung devices requiring a software update – supporting information for your own communication to impacted end users

Q: What are the steps required to update the software on the device?
A: To update the software on your device, you need to:

1. Go to Settings.
2. Tap on Software update.
3. Tap Download and install. If an update is available you will be prompted to Install now.
4. Repeat steps 2–3 if needed until your device(s) states that Your software is up to date and your Android operating system is version 13 or higher. The Android operating system you are on will show on the software update page on the device.

Notes:
– Make sure the battery is sufficient before updating.
– 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.

Q: What Samsung devices require a software upgrade immediately?

Q: Why is this happening?
A: Some phones don’t automatically switch 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.

Q: Does this affect all mobile phones?
A: Only specific models are impacted – not all Samsung phones. You will receive an SMS or email notification from «Service Provider Name» from xx November 2025 if your mobile device is impacted and requires a software upgrade.

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

Q: Can this issue be fixed?
A: For the phones in the list provided above, they can connect Emergency Services once the phones software has been updated to compliant software. For these phones, you need to update your software to Android software version 13 or higher.

Q: What happens if I don’t act?
A: Under the Emergency Call Services Determination, Carriers and Service Providers must notify customers once a non-compliant device is identified. The device must then be replaced or upgraded to compliant software, otherwise it will be blocked. Once blocked, your device will no longer be able to make or receive calls, send texts, or use mobile data.

Q: Can I still use Wi-Fi if my device is blocked?
A: Blocked devices cannot make voice calls over Wi-Fi, including emergency calls, or send/receive SMS.

Q: 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.

Q: What is Optus doing about it?
A: Optus conduct monthly reviews of all devices connected to the Optus network to verify emergency call compliance. Optus are working with industry to ensure rigorous device testing.