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$0.00Phones required to be updated to ensure Emergency Call Service availability.
Action required and important information:
It has been identified that a number of older mobile devices may not have the latest
software and settings enabled, which means you may not be able to call Triple Zero (000). These devices need to be updated to the latest software by 14 January 2026, to make sure they work reliably in an emergency. You may need to make multiple updates to get to the latest software.
Note: If you take action and successfully update your device software, 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.
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 requiring an update.
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 ensure that you update to the latest software and you're good to go!
Frequently asked questions.
How do I work out if my device is impacted and what does this mean for me?
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.How do I update the software on my device?
You can find detailed information on how to update the software on your Samsung device at https://www.samsung.com/au/support/mobile-devices/how-to-update-your-samsung-galaxy-phone-or-tablet/. For other non-Samsung devices, please refer to your device manual or manufacturer’s support page.Alternatively, you can follow the below steps for Samsung devices:
- Using two fingers, swipe down from the top right corner of the screen, and then tap the Settings icon.
- Swipe to and then tap Software update or System updates. It will vary between models.
- Tap Download and install, Check for system updates, or Check for software updates. If an update is available, it should begin downloading automatically, although you may need to tap Download now on some devices.
- When the download is complete, follow the on-screen instructions to install the update.
You may need to follow these steps a number of times to ensure your device has the latest version.
What happens if I don’t act?
I have updated my software. Should I test call '000' to make sure it works?
Does this issue only impact Everyday Mobile from Woolworths customers?
Can these devices still call Triple Zero today?
Can I still use my phone on my home Wi-Fi after it is blocked?
What if I need more help?
