News Brief
Summary
A Vodafone customer with an older Samsung phone was repeatedly unable to call emergency services (triple-0). She is among tens of thousands of customers with older Samsung devices who must update software or buy new phones within 28 days to avoid being blocked from their mobile network. Testing by Telstra identified 71 Samsung models with this issue on the Vodafone network when other networks are unavailable. This has raised compliance questions for telcos and shaken public confidence in the emergency call system.
Key Points
- Widespread Issue: Tens of thousands of customers with older Samsung phones risk being unable to call triple-0 and face network disconnection.
- Confusing Communication: A customer received conflicting advice from Vodafone, leaving her unsure how to fix the problem for months.
- Compliance Questions: Consumer groups and the opposition question if telcos breached obligations to identify and notify users of non-compliant devices.
- Regulatory Scrutiny: The ACMA is investigating potential non-compliance, which could lead to warnings or financial penalties.
- Vulnerable Users at Risk: The issue disproportionately affects vulnerable people who may struggle to afford new phones.
- Remediation Plans: Telcos and Samsung are working on fixes, including software updates and device replacements for affected users.
- Blame Disputed: TPG (Vodafone’s owner) states the issue is a device configuration limitation, not a network fault.
新闻简报
总结
一位沃达丰客户使用旧款三星手机，多次无法拨打紧急服务电话。她是数万名使用旧款三星设备的客户之一，这些客户必须在28天内更新软件或购买新手机，否则将被移动网络屏蔽。澳洲电信的测试发现，当其他网络不可用时，有71款三星手机在沃达丰网络上无法拨打紧急电话。此事引发了关于电信公司是否遵守规定的质疑，并动摇了公众对紧急呼叫系统的信心。
关键点
- 普遍问题： 数万名使用旧款三星手机的客户可能无法拨打紧急电话，并面临网络服务被切断的风险。
- 混乱的沟通： 一位客户从沃达丰收到了矛盾的建议，导致她数月不确定如何解决问题。
- 合规性质疑： 消费者团体和反对党质疑电信公司是否违反了识别并通知用户设备不合规的义务。
- 监管审查： 澳大利亚通信和媒体管理局正在调查潜在的违规行为，这可能导致警告或经济处罚。
- 弱势用户面临风险： 此问题对可能无力购买新手机的弱势群体影响尤为严重。
- 补救计划进行中： 电信公司和三星正在制定修复方案，包括为受影响的用户提供软件更新和设备更换。
- 责任争议： TPG（沃达丰的所有者）称问题是设备配置限制所致，而非网络故障。
Original Article Link: https://www.abc.net.au/news/2025-10-24/vodafone-customer-service-samsung-triple-0/105922288