Why do the new emergency calling rules mean some devices were blocked?

Background
On 24 October 2024, the Australian Communications and Media Authority (ACMA) issued the Telecommunications (Emergency Call Service) Amendment Determination 2024 (No. 1). This regulation required mobile network providers to block phones that cannot make emergency calls over 4G VoLTE after the 3G shutdown. This moves beyond previous network shutdown arrangements to make this a legal requirement, ensuring all connected mobile phones can access emergency services for public safety reasons.

Network changes
The 3G network shutdown commenced on 28 October 2024. From this date, irrespective of regular call or data capability, the new ACMA amendment required that all mobile phones must be able to make emergency calls over 4G VoLTE to connect, and maintain connection with the network. This capability is a hardware feature of the device - it cannot be added through settings or updates.

Device requirements
Mobile phones must support 4G VoLTE for all calls, and permit emergency calling over 4G.

Non-calling devices (like tablets or IoT sensors) only need 4G data compatibility as they are not intended to primarily be calling devices.

For existing customers
If your current mobile phone is changed or becomes unable to make emergency calls over 4G VoLTE at the hardware level:

  • Device compatibility is checked automatically and ongoing by the network
  • Incompatible phones will not be allowed to connect
  • The service itself is unaffected and can be restored by switching to a compatible device

For new services
When activating a new service:

  • Device compatibility will be checked at the network level upon connection
  • Incompatible phones won't be allowed to connect
  • The service itself is unaffected and can be activated by using a compatible device

Taking action

  • Text '3G' to 3498 to check currently connected device status
  • To validate whether a device has been blocked visit the Telstra Wholesale blocked device checker and enter your device IMEI 
  • If affected, upgrade to a 4G VoLTE capable device that makes emergency calls over 4G
  • Outright devices, including low-cost mobile phones are available from many retailers, both online and in store

After 28 October 2024

If you change devices on an existing service or attempt to activate a new service and are unable to connect to the network, then try another device as it is possible the device you are attempting to use is blocked due to not supporting emergency calls over 4G. 

Remember: This is a regulatory requirement affecting all mobile providers. After 28 October 2024, incompatible phones were blocked from connecting to mobile network - services are not impacted and the SIM will connect as soon as it is placed into a compatible device.