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Phones needing to be replaced to ensure Emergency Call Service availability.

Devices impacted and required to be replaced  I  Frequently asked questions

Action required and important information:

It has been identified that a number of older mobile devices may not be connecting to a mobile network to make Triple Zero calls (000). These devices need to be replaced to make sure they work reliably in an emergency.
Note: If you take action and purchase a compatible device, your ability to call Triple Zero (000) will be restored. You must NOT call '000' to test this. Test calls to '000' are not permitted as they divert critical resources from genuine life-saving emergencies.

In a situation where your primary mobile network is unavailable, your mobile device is designed to automatically connect to another available mobile network to place a Triple Zero call (000).

For Everyday Mobile from Woolworths customers, the primary mobile network is “The Telstra Wholesale Mobile Network” and another available mobile network would be Optus or Vodafone in Australia.

After completing some recent testing, it has been identified that a number of older mobile devices that are not correctly connecting to the Vodafone mobile network when other mobile networks are unavailable. Given the nature of the issue, we’re legally obligated to inform impacted customers and block devices from the Telstra Wholesale Mobile Network.

To be clear, this issue does not relate to the Telstra Wholesale Mobile Network, and it does not impact your ability to call Triple Zero (000) when you’re using the Telstra Wholesale Mobile Network or the Optus network. It also does not impact your ability to use Voice over Wi-Fi to place a Triple Zero (000) call when no other mobile network is available.

For full details and latest information, view the Keeping you safe: an issue with some older mobile devices calling Triple Zero page.

Devices impacted and needing to be replaced.

 
The devices listed below are impacted by this issue. The following devices will need to be replaced.
Important note: Only your device is blocked, not your Everyday Mobile service. You don't need to contact us or make any changes to your account. Just move your SIM to a compatible device and you're good to go!

Use the Device Capability Checker to see if you have been blocked from accessing the Telstra Wholesale Mobile Network.

Frequently asked questions.

How do I work out if my device is impacted and what does this mean for me?

We’ll be contacting customers using these devices directly. If your device is listed as requiring a replacement, you can consider the unlocked blue tick mobile devices listed on the Telstra website, which can be purchased at major retailers. View our Contact us page if you need further assistance.

How do I find the model number of my device?

For Samsung devices, go to Settings, and then tap About phone to view the model number. For other non-Samsung devices, please refer to your device manual or manufacturer’s support page. Use the Device Capability Checker to see if you have been blocked from accessing the Telstra Wholesale Mobile Network.

What happens if I don’t act?

Under the Government’s Emergency Service Call Determination, all mobile network operators are required to block devices from their networks that are not configured to access emergency call services. If your device is on the list of impacted devices, you will have 28 days from when we notify you to update the software or replace your device to stay connected to the Telstra Wholesale Mobile Network. After this time, the device will be blocked from accessing all Australian mobile networks.
 

I have replaced my device with a compatible one. Should I test call '000' to make sure it works?

No. Please DO NOT test call '000'. Calling '000' connects you to a life-saving emergency operator for Police, Fire, or Ambulance.  Every test call, even if you hang up, ties up a critical emergency resource and must be investigated. This diverts operators and first responders away from people who are in a genuine, life-threatening emergency. If you have followed the instructions to replace your incompatible device, you have taken the correct and necessary action to resolve the issue.

Does this issue only impact Everyday Mobile from Woolworths customers?

No. This is an issue impacting several older mobile devices and does not affect recent models. It is not specific to Everyday Mobile and is not an issue with Telstra’s mobile network or the Triple Zero system.

Can these devices still call Triple Zero today?

Yes. As long as they are connected to the Telstra Wholesale Mobile Network, or where it is not available, the Optus network has greater signal strength than the Vodafone network, the phone will be able to connect a Triple Zero call.

Can I still use my phone on my home Wi-Fi after it is blocked?

Yes. Your phone can connect to a Wi-Fi network for data purposes only. However, blocked devices won’t be able to make or receive voice calls over Wi-Fi, including emergency calls, or send and receive SMS.

What if I need more help?

If you have one of the impacted devices and are unable to find the support you need via this page or the Telstra website, or you can view our Contact us page at https://mobile.everyday.com.au/support/chat to get in touch with us.

We're here to help, get in touch.

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