Safety is Optus’ number one priority and we understand that being connected, especially during an Australian summer, is extremely important. That is why we’re updating everyone on the proactive steps Optus is taking to ensure our customers are only using phones that can connect to Emergency Services.
What’s happening?
Some mobile devices, particularly those with outdated software or those purchased or configured overseas may experience issues connecting to Emergency Services in rare mobile network scenarios. This means that identified incompatible devices will be blocked from the Optus network and will not be able to make or receive calls/texts or use data on the Optus mobile network. These challenges are not unique to Optus; they also exist across other networks.
Our commitment:
Keeping our customers safe is our first priority. Optus invests $1.4 billion annually to improve and grow our network, including expanding 5G coverage. We work closely with government, the Triple Zero Custodian, other telcos, and mobile device manufacturers to strengthen emergency calling systems.
What we’re doing:
Communicating to impacted customers: When we identify issues, we alert customers promptly. It’s vital that anyone receiving a message from Optus, or any carrier requesting they take action to ensure they can call Emergency Services, follows the instructions provided.
Comprehensive Testing: End-to-end device and network testing, including emergency call scenarios.
Collaboration: Partnering with handset manufacturers and network suppliers to resolve issues quickly.
Network Evolution Validation: Ensuring emergency calling works as new technologies roll out.
Continuous Monitoring: Live network monitoring and investigations to improve reliability.
We encourage Australians to take simple steps to stay safe:
Check your mobile device, because if you receive an SMS or email from your telco provider asking you to take action to ensure your phone works during an emergency action, do so immediately. Optus customers can visit our website, stores, or call our Customer Centre.
Update your phones software and always install the latest updates. Consider upgrading older or overseas devices and check with your manufacturer to ensure it meets current Australian Emergency Services calling requirements.
Be patient during emergencies as calls to Emergency Services (i.e. ‘000’ & ‘112) may take up to 60 seconds, and in some cases minutes to connect in blackspots or during outages.
Have a plan to stay online and in touch with your loved ones and Emergency Services. Visit our webpage for advice on staying connected during natural disasters.
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