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Older iPhones on Telstra and Triple Zero: What the new warning means for your safety

Summary Overview:

Telstra has identified an issue affecting older iPhones, leaving them unable to connect to the Telstra network or call Triple Zero (000). This sits alongside new national emergency calling rules requiring telcos to block phones that cannot reliably reach emergency services as 3G is switched off. The below article explains the risks, government response, what to do if you use an older iPhone, and how independent personal alarm devices like APERS provide a separate, reliable safety alternative.

Please be aware: What has happened with older iPhones on Telstra:

ABC News is reporting that Telstra has identified a problem affecting some older iPhone models that recently installed certain Apple software updates. Those phones are unable to connect to Telstra’s mobile network at all, which means no calls, no texts and no access to Triple Zero (000). [1]

Telstra’s statement says the devices currently known to be at risk when they have been updated to iOS 16.7.13. [1] include:

  • iPhone 8
  • iPhone 8 Plus
  • iPhone X

Apple has paused several recent software updates in Australia while it works with Telstra to investigate and fix the issue on older phones. [1][5]

The federal government has said the issue is being treated as urgent and that affected users should follow Telstra’s advice and arrange alternative ways to communicate until it is resolved. [1]

How this fits into the bigger Triple Zero changes

This iPhone problem sits on top of a bigger national change.

The federal communications regulator, the ACMA, has introduced new emergency calling rules as 3G networks are switched off. These rules require telcos to:

  • Identify phones that cannot access Triple Zero correctly
  • Notify affected customers
  • Stop supplying services to phones that cannot make emergency calls
  • Provide information about low cost or no cost replacement devices, especially for people in financial hardship [2]

The Telecommunications Industry Ombudsman explains that from late October 2024, telcos must disconnect mobiles that cannot call Triple Zero over 4G or 5G. Many affected devices are older 3G or early 4G models, or phones that rely on 3G for emergency calls. [3]

The Department of Infrastructure also warns that some older 4G phones that do not support Voice over LTE (VoLTE) for emergency calls will be blocked on Australian networks, even if they can still use data or normal 4G calls. [4]

Put simply:

The earlier Samsung issue involved some older Samsung devices failing to move to a backup network for Triple Zero calls, and then being blocked if not fixed. [6]

The new iPhone issue involves some older iPhones on Telstra not connecting to the Telstra network at all after a specific update, so every call, including Triple Zero, is affected. [1]

The ACMA rules are the umbrella over both situations. If a phone cannot reliably reach Triple Zero on modern networks, it must be identified, the customer must be warned, and the device must be blocked if nothing is done. [2][3][4]

According to the toi.com.au website: “If you have an impacted device, it’s important to upgrade these devices now to avoid being without service. Telstra is sending 12,000 mobile devices to their most disadvantaged, elderly and remote customers.”

What Apple says about older iPhones and emergency calls

Apple has published local guidance for Australian customers on how iPhone and Apple Watch connect to emergency services. In that advice Apple notes that:

Previous network issues meant some older mobiles could not reach Triple Zero on an alternate network if their main network was down.

Apple has released software updates for a range of older iPhones and Apple Watch models to improve how they connect to emergency services in those situations. [5]

Apple encourages users of those devices to update so they get the benefit of the emergency fixes. The Telstra situation, however, shows how complex this can be in practice. An update that is intended to improve safety can create a separate problem for some older iPhones on a particular network, which is what Telstra and Apple are now working to resolve. [1][5]

If you or your parents use an older iPhone on Telstra

If you have an older iPhone, or you care for someone who does, it might feel like too much hassle to keep up with constant updates.

This new incident is a reminder that:

  • Your phone might stop calling 000 without any obvious warning
  • Updates that are meant to improve safety can sometimes cause new issues on particular networks
  • Under the new rules, phones that cannot make proper Triple Zero calls will eventually be blocked from mobile networks [2][3][4]

That is a lot for anyone to keep track of, especially if technology is not your favourite thing.

When you do not want to upgrade your phone at all

At APERS we often hear some people say:

  • “My iPhone still works, why should I change it?”
  • “I am nervous I will not cope with a new phone.”
  • “I cannot afford the latest model.”

Those feelings are completely understandable.

The challenge is that Australia’s emergency calling system has shifted under our feet:

  • 3G has been shut down or is in the process of being shut down
  • Phones now depend on 4G VoLTE and emergency behaviour that most of us never see
  • Telcos are legally required to block devices that cannot reach Triple Zero safely [2][4]

Saying that, you can be doing everything right as a customer, paying your bill on time, and still have a phone that suddenly is not safe for emergencies.

It can help to think in two layers:

  1. Do what you reasonably can to keep your phone safe:
    1. Apply important updates when your provider or Apple recommend them
    2. Replace the phone if your provider confirms it will not be able to call 000
    3. Ask about low cost or hardship options if price is a concern [2][3]
  1. Add a separate, simple personal safety device that does not depend on your mobile at all

How APERS personal alarms fit into this picture

APERS mobile safety devices, such as the Freedom Friend medical alert pendant and other mobile personal alarms, are designed to work independently of your personal smartphone.

Key differences compared with a normal mobile phone:

1. Own SIM and connection:
The device connects directly to the mobile network using its own SIM and configuration. It is not affected if your iPhone has an update problem, is turned off, flat, or left at home.

2. One button for help:
In an emergency, you press a single big button on the pendant or device. You do not have to find the Phone app, unlock a screen or key in 000 while stressed.

3. 24/7 monitoring instead of doing it yourself:
When an alert is triggered, the APERS 24/7 monitoring centre care team speak through the device, follow your response plan and contact Triple Zero or your nominated contacts as required. You get trained humans, not just a ringing phone.

4. Set up and checking handled for you:
APERS and our partners handle the technical side – choosing the right network, configuring the device and regularly checking it – so you are not relying on understanding iOS versions or carrier settings.

For older Australians who want to keep their familiar phone, and for carers who worry about parents with older iPhones or Samsungs, a mobile personal alarm is a practical way to add a safety net without forcing a big technology change.

A dedicated APERS personal alarm or SOS pendant gives you a second, independent way to reach help that does not rely on your mobile phone behaving itself. 

If you would like help choosing a personal safety device that works alongside your existing phone, rather than trying to replace it, APERS can talk you through the options. Contact us here at APERS and one of our friendly consultants will assist.

Please note: This article is general information only. For current status and personalised advice, always check with your mobile provider, device manufacturer, the ACMA and the Telecommunications Industry Ombudsman.

Information Sources/ References:

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