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.

Only specific models are impacted - not all Samsung phones. You will receive an SMS or email notification from us from 22 October 2025 if your mobile device is impacted and needs to be replaced or requires a software upgrade.

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.

amaysim has identified some Samsung mobile handsets that require replacement or have non compliant software that will not connect to Emergency Services if both Optus and Telstra networks are down.

For the phones that are Older Model Devices, “A: Devices Requiring Replacement”, these devices cannot be fixed, and will be blocked after the 28 - 35 calendar day notice period and will not work on our network.  There are some phones under the “B: Devices with Non-Compliant Software” list above, that 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.

We’re contacting affected customers via SMS and email. You can also check your device status on the Optus or call our customer service team on 133 937.

Under the Emergency Call Services Determination, amaysim must notify customers once we identify a non-compliant device. The device must then be replaced or upgraded to compliant software, otherwise it may be blocked. Once blocked, your device will no longer be able to make or receive calls, send texts, or use mobile data.

Blocked devices cannot make voice calls over Wi-Fi, including emergency calls, or send/receive SMS. 

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. 

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