When Australia wound down its 3G networks through 2024, millions of customers shifted to 4G and 5G as part of a long‑planned technology upgrade. Most devices handled the change smoothly but tens of thousands of handsets fell into a risky grey zone. They worked for normal calls yet struggled to connect with emergency services on newer networks. Regulators and politicians are now unpacking how this happened, why it took so long to fully identify the affected phones and what it means for public confidence in Triple Zero.
Behind the scenes, the three largest telco operators told the national communications regulator in late 2023 that some handsets on their 4G networks would not reliably reach emergency services once 3G was switched off. Overseas, some US providers had simply blocked similar high‑risk phones before their own 3G closures but Australian networks decided against this, arguing that cutting those devices off entirely would leave people unable to call family or friends at all. One operator shut its 3G network in January 2024 while the others followed in October 2024, the same month the regulator formally ordered telcos to identify problem devices and warn customers. That process turned out to be slower and more complex than expected, with additional issues emerging in October 2025. These included connection failures on certain devices using one operator’s network and at least one death linked to failed Triple Zero calls, with another case under investigation.
What first appeared to be a niche problem with imported or grey‑market phones has become a broader test of how networks, regulators and consumer laws cope with fast‑moving technology changes. Telcos initially argued that devices sold through official Australian channels were safe for emergency calls but later data showed thousands of affected handsets had been bought directly from a major brand’s own outlets. Industry groups sought help from government in early 2024 to reach an estimated 740,000 at‑risk customers and also asked the competition regulator to treat the phones as recall‑worthy products. Consumer law thresholds for “dangerous” goods were judged not to be met. As senators criticise the limited public awareness efforts and regulators review emergency call rules, it appears Australia will need clearer standards on device compatibility, stronger customer notification systems and closer coordination between industry and government to avoid similar safety gaps in future network upgrades.
