Triple Zero Warning Email

[Mike_agl]

I received an email 22/11/2025 warning my old phone has a Triple Zero problem and my account will be suspended on 12th January if I didn't update it.

I bought a new phone (at great expense) about a week after receiving the email, but yesterday I received another email from AGL saying the same thing.

Is AGL going to suspend my account even though I have already replaced the old phone?  If so will AGL reimburse me the cost of the new phone?

[Mia_AGL]

Good day!

FYI From Monday 24 November, Optus are blocking the use of numerous Samsung devices as they are not compliant with the Emergency Calling Regulation.

It has been identified that the below devices are unable to make Triple Zero (000) calls in certain circumstances - mainly on rare occasions when both the Optus and Telstra networks are unavailable and the phone needs to switch to Vodafone in order to contact emergency services.

Hence please make sure to look at budget-friendly mobile devices that can be purchased from many online or in-store retailers; however, they will need to ensure the device they purchase can access emergency call services.

Hope this help,

Mia

[Mike_agl]

Hi Mia,I purchased a new phone (Samsung S24) in November but I received another email recently warning me that my phone is not compatible. Could you please confirm that my account will not be suspended. Kind regards,Mike Sent from my Galaxy

[Mia_AGL]

Hey Mike!

Thank you for getting back to me, the impacted device are these:
Samsung Galaxy A5 (2017)

Samsung Galaxy S6

Samsung Galaxy S6 Edge+

Samsung Galaxy S7 and S7 Edge

Samsung Galaxy Tab A (2017)

Samsung Galaxy Tab S3 9.7

So, I don't think your new phone is impacted. Your energy or telco account is not impacted whatsoever; the notice is for some devices that have been identified they can't make Triple Zero (000) calls in certain circumstances - mainly on rare occasions when both the Optus and Telstra networks are unavailable and the phone needs to switch to Vodafone in order to contact emergency services.

Hope this help,
Mia.