The following Motorola device will not be able to call Emergency Services (i.e. Triple Zero & ‘112’) in very remote outback SSC sites. While devices may appear to have network coverage in these SSC sites, they will not be able to make calls to Emergency Services (i.e. Triple Zero & ‘112’). Please don’t test call Emergency Services, this is not an effective test of your device’s emergency calling capability.

Motorola Mobility Australia Pty. Ltd Models:

A software update is is now available to fix this issue for some of our customers. To check if your device(s) can be fixed by the software update, see the section below “How can I fix this issue?” To keep you safe, you must update the software on your device(s) to the latest version (if your device can be fixed with a software update)*. Otherwise, amaysim will be required, under Australian law, to block your device(s) to comply with mobile safety requirements.

Once blocked, you won’t be able to make calls (including to Emergency Services), texts or use data on all Australian mobile networks. If you you are unable to update your software, please call us on 1300 808 300 to discuss low-cost and no-cost devices available to you (Specialist Care: Specialist Care).

How can I fix this issue?

*Many of these devices can be fixed with a software update. However, some devices will need to be replaced. Follow the steps below to see if a software update will fix your device:

To check if a software update is currently available to fix your device, go to:

1. Open Settings on your device and select
2. “About phone”.
3. “Device details”.
4. If “Software channel” says “Optus” or "retapac".

• Your device is ready for a software update: A software update is now available to fix this issue. You need to update your device software to the latest version available for your device to ensure you can make calls to Emergency Services.

5. If “Software channel” says “retapac”

• Your device requires a software update at a later date: A software update is expected from 21 April to fix this issue, and we will notify you directly when your device is ready to be updated.

6. “Software channel” says “Telstra” or “vfau”

• Your device can't currently be fixed with a software update, and it must be replaced: We will notify you directly if you need to replace your device. If you have not received communications from us and are planning on travelling in or near SSC sites, please call us on 1300 808 300.  
• If you received communications from us advising that you have been sent a replacement Motorola Moto g35 5G device, please swap your SIM into this new device to stay connected. If you have not received your replacement device, call us immediately on 1300 808 300.
• For further information regarding replacement devices, please call us on 1300 808 300.

7. To check your device’s software version, open “System update” in Settings and view “Update status” to check your device has the latest software update version installed. To stay up to date, consider turning on “Smart updates” to ensure updates are downloaded and installed automatically when connected to Wi-Fi.

Please Note: If you received communications from us advising that you have been sent a replacement Samsung A17 device, please swap your SIM into this new device to stay connected. If you have received this communication but have not yet received your replacement device, call us immediately on 1300 808 300.

What will happen to my impacted device?
amaysim is required under Australian law, to block devices, as they cannot make calls to Emergency Services (i.e. Triple Zero & ‘112’). Once blocked, your device will not be able to make calls (including to Emergency Services), texts or use data on all Australian mobile networks.

It is important that you follow the above steps, noted in ‘How can I fix this issue’ to check if your device can be fixed by a software update or if it needs to be replaced.

If you’re still unsure, call us on 1300 808 300.

If your device is eligible for a software update and you do not act before the block date:

If your device needs a software update, you will receive direct communications from us advising you to install the latest available software update and a date by which this must be completed. If you have not updated your software by the communicated block date, your device will be blocked. Once blocked, you won’t be able to make any calls (including to Emergency Services), texts or use data on all Australian mobile networks.

We have an unblocking process in place in circumstances where your device is eligible to be fixed with a software update. If your device is eligible for a software update, we will contact you directly when the update becomes available.* Once the software update is made available for eligible devices, you can begin the unblocking process. You will need to do the following:

• Ensure your device is connected to secure Wi-Fi
• Update the software on your device to the latest version
• Wait 3 business days for the unblocking process to occur (you do not receive a message once this process is complete)
• Then restart your phone to connect to the Optus mobile network.

If your phone is still blocked 3 business days after you have updated your software, and you have restarted your phone, call us on 1300 808 300 to discuss your options.

*Note: if your device is not eligible for a software update, it will be blocked and you will not be able to make calls (including to Emergency Services), texts or use data on all Australian mobile networks.

Updating the software on your device

For instructions on updating the software on your device, you can check the user manual or follow the steps below:

1. Make sure your phone is connected to secure Wi-Fi before updating the software on your device.
2. Go to ‘Settings’ on your device.
3. Scroll and select “System updates”.
4. Select “Check for updates”.
5. Your phone will show the new software version information in “See what’s new” section.
6. Select “OK” at bottom of the screen.
7. Your phone will display “Download options” for selecting the download of new software via “Wi-Fi only” or “Wi-Fi and mobile data”.
8. Select the preferred download option. We recommend selecting “Wi-Fi only” to avoid incurring excess mobile data charges.
9. Select “Continue” to initiate the software update process.
10. Towards the end of the software update process, your phone will provide an option “Restart now” to complete the update process.
11. Select “Restart now” to complete installation of software update. This may take a few minutes.

Note:

• It is recommended you are connected to secure Wi-Fi while updating your device to avoid incurring excess mobile data charges.
• 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 your device to the latest software version, consider enabling “Smart updates” so you are prompted to download new software versions as they become available.
• For technical help or more instructions, including how to set up automatic updates, refer to your device manual.

Why is this happening?

We have identified that Motorola moto g35 5G devices will not be able to make calls to Emergency Services (i.e. Triple Zero & ‘112’) in some very remote outback sites where our network provider, Optus, operates Satellite Small Cell (SSC) sites. While these devices may appear to have network coverage, they will not be able to make calls to Emergency Services in these SSC sites. Please don’t test call Emergency Services, this is not an effective test of your device’s emergency calling capability.

What is a Satellite Small Cell (SSC) site? 

Satellite Small Cell (SSC) sites are sites that are located in very remote outback areas where cellular towers are not available. These small cells are usually attached to other existing structures and connected via Optus satellite to Optus core network in the exchanges, these cells provide coverage to remote towns and communities in outback Australia where standard cellular towers are unavailable.

Can I still use Wi-Fi calling once my device is blocked?

No, blocked devices will not be able to use Wi-Fi calling.

The following devices will not be able to connect to the Satellite Small Cell (SSC) sites listed below. This may impact your ability to make calls to Emergency Services (i.e. Triple Zero & ‘112’) using the Optus mobile network in these areas. To keep you safe, we advise that you check if you’re planning on travelling in or near these areas. If you are not planning to travel to any of the listed sites, then no action is required, and your device will continue to work as normal.

Nubia Technology Co Ltd Models:

What you need to know

Why is this happening?

We have identified that a number of ZTE devices are not configured in a way that enables them to connect to Optus Satellite Small Cell (SSC) sites located in some very remote outback areas across Australia. The identified devices are unable to connect to the Optus network to make or receive calls and texts in these areas.

To keep customers safe, we are required by law to let customers know of any circumstance in which their device may not be able to contact Emergency Services.

What is a Satellite Small Cell (SSC) site? 

Satellite Small Cell (SSC) sites are sites that are located in remote outback areas where cellular towers are not available. These small cells are usually attached to other existing structures and connected via Optus satellite to Optus core network in the exchanges, these cells provide coverage to remote towns and communities in outback Australia where standard cellular towers are unavailable.

What options do I have if I’m travelling in or near these areas?

We’re here to help and have options available to you, including low-cost or no-cost replacement device options. Call us on 1300 808 300. (Specialist Care: Specialist Care).