KEEPING YOU SAFE: HOW TO MAKE SURE YOUR
MOBILE PHONE CAN CALL EMERGENCY SERVICES

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, amaysim 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 amaysim for support from your device(s).

 

How to unblock your device

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 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 1300 808 300.

 

Updating to latest software on Oppo device

1. Make sure your phone is on and connected to the Optus mobile network or to Wi-Fi.
2. Go to ‘Settings’ on your device.
3. Go into ‘About Phone’
4. Scroll to and select ‘Software Update’
5. Your phone will show ‘new version available’ at the top of the ‘Software Update’ section 
6. Tap the update to view details, then tap ‘Download’ 
7. When the download is finished, tap ‘Install Now’. Your phone will restart and install the update. This may take a few minutes.     

Note:

• 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 to the latest software for your device, consider enabling automatic updates - these will prompt you to download and install the latest software 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 via SMS and/or email.

 

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, amaysim 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.

 

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

Reach out to us on 1300 808 300 to discuss your options. We offer a range of devices to suit many needs and budgets, including low cost options.

 

Can I still use Wi-Fi?

Your device needs urgent software update to the latest software to ensure it can call Emergency Services, this may include Wi-Fi calling.  Blocked devices will not be able to connect directly to the Optus network for normal calls, WiFi calling or to send/receive SMS.

 

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 amaysim doing about it?

We conduct regular reviews of all devices connected to our network to verify emergency call compliance. We are working within the telecommunications 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 are available. 

 

How to fix the 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 and you will need to replace your device.

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 phone, under Australian law, we will be required to block your phone or device. Once the phone 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 also won’t be able to call amaysim for support, so it’s important that you take action before your phone 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 1300 808 300.

 

What do I need to do?

To update the software on your device, you need to:

Step 1. Go to Settings and scroll to the bottom of the menu.

Step 2. Tap on ‘Software update’.

Step 3. Tap ‘Download and install’. If an update is available, it should download automatically. Tap ‘download now’ if it doesn’t and then tap ‘OK’.

Step 4. Repeat steps 2-3 if needed until your device(s) states that 'Your software is up to date'.

Note:

• 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 to the latest software for your device, consider enabling automatic updates – these will prompt you to download and install the latest software available.

 

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 have 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 Keeping you safe: An issue with some older mobile devices calling Triple Zero | Samsung Australia.

 

Can this issue be fixed? 

The devices “A: Need to be replaced” cannot be fixed and will be blocked after the notice period and will not work on our network. The devices “B: Requires a software update” can connect to Emergency Services once the phone's software has been updated to 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, amaysim must notify customers once we identify a non-compliant device. The device must then be replaced or upgraded to compliant software, 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.

 

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:

1. Turn off your phone by swiping down to access quick settings and tap the power icon. 
2. 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 1300 808 300

If your device needs to be replaced, your phone can not be unblocked. 

 

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

Reach out to us on 1300 808 300 discuss your options. We offer a range of devices to suit many needs and budgets, including low cost options.

 

Can I still use Wi-Fi? 

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

 

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 amaysim 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, amaysimwill 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.