The following devices will not be able to call Emergency Services (i.e. Triple Zero & ‘112’) where our network provider, Optus, operates SSC. 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. To keep you safe, you must update the software on your device(s) to the latest version. 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: www.amaysim.com.au/specialist-care).

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:

• Step 1. Make sure your phone is on and connected to Wi-Fi.
• Step 2. Go to ‘Settings’ on your device.
• Step 3. Scroll and select “System updates” with subtext “Update to the latest software”.
• Step 4. Select “Check for updates”.
• Step 5. Your phone will show the new software version information in “See what’s new” section.
• Step 6. Select “OK” at bottom of the screen.
• Step 7. Your phone will display “Download options” for selecting the download of new software via “Wi-Fi only” or “Wi-Fi and mobile data”.
• Step 8. Select the preferred download option.   We recommend selecting “Wi-Fi only” to avoid incurring excess mobile data charges. 
• Step 9. Select “Continue” to initiate the software update process.
• Step 10. Towards end of software update process, your phone will provide an option “Restart now” to complete the update process.
• Step 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.
• 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 your device to the latest software version, consider enabling automatic updates so you are prompted to download new software versions as they become available. 

Why is this happening?

We have identified that Motorola moto g35 5G device 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 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 have a Motorola moto g35 5G device?

A software update is now available to fix this issue. To keep you safe, you must update the software on your device(s) to the latest version. 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 Emergency Services), texts or use data on all Australian mobile networks.

If 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: www.amaysim.com.au/specialist-care).

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. Call us on 1300 808 300.