A Senate inquiry has revealed that 470,000 phones on the Optus network may be unable to call Triple Zero in a “worst case scenario”.
Widespread use of 4G and 5G services prompted a nationwide 3G network shutdown in 2024.
Some 4G phones, including Samsung devices, revert to 3G for Triple Zero calls. Telcos have been directed by the Government to block these devices.
Last month, a TPG customer died after their device was unable to connect to Triple Zero.
3G shutdown
In 2024, Vodafone/TPG, Telstra and Optus switched off their 3G networks.
Telcos said they would reallocate the technology to support 4G and 5G services instead.
Despite these faster mobile networks, remote parts of the country have little to no connectivity to phone services. A 2023 RMIT report found that 43% of remote First Nations communities have no mobile service.
Triple Zero
Some 4G devices revert to 3G when dialling Triple Zero, meaning calls have been unable to connect following the shutdown.
The Federal Government requires telcos to alert affected customers within five business days of discovering an incompatible device.
If the device software cannot be upgraded to be compatible, it must be blocked by the telco after 28-35 days.
On 13 November, a TPG customer was attempting to call Triple Zero using an affected Samsung phone.
TPG said the customer could not contact emergency services “due to [their] Samsung device operating on software that was not compatible with making Triple Zero calls on the network.”
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A person then died. TPG did not confirm if this was the same person as the customer who couldn’t reach Triple Zero.
The incident occurred in the 28-35 day window after TPG had notified the person.
Optus switch-off
The Senate communications committee is looking into the shutdown.
At a hearing on Tuesday, the Australian Communications and Media Authority (ACMA) said Optus had confirmed 470,000 Samsung devices may be unable to dial Triple Zero in a “worst case scenario,” without being updated.
ACMA said Telstra estimated the number of devices that need updating to be 114,500, with around 4,200 unable to be updated.
Optus has been under scrutiny for Triple Zero outages.
On 18 September, 605 people tried to call Triple Zero and could not get through over a period of 15 hours. Three deaths were linked to the incident.
The same Senate committee is investigating this outage, along with a November 2024 event.
Inquiry findings will be handed down in February.
What’s next?
A public register of telco outages is expected by 15 December.
Communications Department Director Chris Fogarty said the register would “increase transparency”.
Communications Department Assistant Secretary Jason Ashurst said the Government has expanded a program providing better network coverage and free wi-fi to 75 remote communities.
