Telstra warns older iPhones may be unable to connect to Triple Zero
Telstra says it is investigating a network issue that is preventing some older Apple devices from connecting to its mobile network, including Triple Zero (000).
In a statement published on Wednesday, the telco said the problem affects some older iPhone models that have recently installed Apple software updates.
"We're currently investigating an issue preventing some older Apple devices from connecting to our network, including calls to 000," the statement said.
"We're working on this as a priority with Apple and will share updates as we have them.
"We recommend customers using these devices delay updating the software on their device until we confirm the issue is resolved."
Telstra said the devices that may be impacted include the iPhone 8, iPhone 8 Plus and iPhone X that have been updated to iOS 16.7.13 software.
Some customers says they have been without network access for hours.
Gordon Heathcote, from Killara on Sydney's North Shore, told the ABC his wife's iPhone 8 Plus has been affected since about noon.
"She can't make or receive any calls, it just goes straight to voicemail," he said.
Mr Heathcote said his own phone was still working because he had not installed the latest software update.
"It's this new download. Mine's fine, but hers doesn't work at all," he said.
"We're concerned for other people who have that model and might not be able to call Triple Zero (000). They can't get through to anyone — that's the worrying part."
In an update issued at 6pm AEDT on Wednesday, Telstra said Apple has paused several software updates released this week while the problem is investigated.
The paused updates include iOS 18.7.4, iOS 16.7.13, iOS 15.8.6 and iOS 12.5.8, which apply to a range of older iPhone models.
A Telstra spokesperson said the company was unable to say how many customers were affected.
"I don't have customer numbers available to share, however this is a national issue as it's based on device type not location," the spokesperson said.
A federal government spokesperson said the issue was being treated as urgent.
"This is an important issue for affected customers — Telstra and Apple advise they are working to fix this urgently," the spokesperson said.
"People affected should contact Telstra as their service provider if they are concerned or have special needs."
Users urged to make alternative arrangements
Shadow Minister for Communications, Melissa McIntosh, said she had been made aware of the problem.
"If you have an iPhone 8, iPhone 8 Plus or iPhone X and have recently installed the iOS 16.7.13 software update, please check your phone is able to make and receive calls," she said.
Ms McIntosh urged customers with affected devices to make alternative arrangements if needed.
"If you are impacted by this issue, please ensure you take steps to find an alternative way to communicate with family, friends or emergency services."
Ms McIntosh criticised the federal government, saying the issue raised concerns about public safety and communication during emergencies.
In a statement, the WA Police Force said it had also been made aware of the problem and echoed advice for users to delay software updates until the issue is resolved.
A spokesperson for Optus said the issue with Telstra’s network was not affecting its customers.
The reliability of Triple Zero services has come under scrutiny since a major Optus outage last year, which has been linked to three deaths currently under coronial investigation.
During that incident, many phones failed to automatically switch to another network to make emergency calls when the Optus network went down. Similar problems also affected older Samsung devices last year.
According to a statement on Apple's website, the software update released this month was intended to prevent this kind of issue for iPhone users in future network outages.
"In the rare event that exceptional circumstances affect mobile operators' networks, some older mobile phones might still encounter issues reaching emergency services through an alternate network," Apple said in a post on January 26.
The company had previously advised that software updates would be available for iPhone and Apple Watch models affected by the issue.
