Updated ,first published
At least three iPhone models have been left unable to take or make phone calls on the Telstra network after receiving an Apple software update intended to ensure older iPhone devices can contact Triple Zero when their primary network is unavailable.
Apple issued the software update to the iPhone 12 and other older models on January 26, but iPhone 8, 8 Plus and X users soon began reporting connection issues.
Telstra confirmed on Wednesday afternoon that it was investigating an issue with making and receiving calls on the devices, including to Triple Zero.
“We’re working on this as a priority with Apple and will share updates as we have them,” the company said on its website. “We recommend customers using these devices delay updating the software on their device until we confirm the issue is resolved.”
Telstra also said on Wednesday evening that Apple had paused the software update while it was investigating.
The reliability of Triple Zero services has come under scrutiny since a major outage at Optus last year was linked to three deaths, which are under coronial investigation. In that incident, many phones that should have connected to another network to reach Triple Zero when Optus’ service failed were unable to switch, and similar failures separately affected older Samsung phones last year.
The Apple update this month was intended to stop that type of problem happening in other situations to users of its phones.
“In the rare event that these exceptional circumstances affecting mobile operators’ networks were to happen again, some older mobile phones might still encounter the same issue reaching emergency services through an alternate available network,” the company said in a post on its website.
“Software updates are available for the following iPhone and Apple Watch models that might be impacted by this network issue. You are encouraged to update your devices to the latest software version.”
Apple was contacted for comment.
One user posted on Reddit that the update had left their phone “being near useless”.
“Even after trying all of the troubleshooting and calling my carrier, I found that I was only able to connect to Wi-Fi,” the social media user said. “No calls, no SMS, no data. My phone can only be used on Wi-Fi.”
“And to top it off, it’s even killed the ability to call 000 – the entire reason the update was released in the first place.”
An Optus spokeswoman said: “It’s not affecting Optus.” A spokesman for TPG, which also operates the Vodafone brand, said: “Our testing on these Apple devices and software update has not indicated any issues on our network at this stage.”
Federal opposition communications spokeswoman Melissa McIntosh said Telstra had urged customers not to install the update until it had been fixed and advised people to find an alternative way to communicate.
“Once again, I am giving the public service announcement on an important issue impacting the safety of our citizens when it should be the Albanese Labor government,” she said in a statement.
A spokesman for Communications Minister Anika Wells said Telstra and Apple had advised the government they were working to fix the issue urgently.
“People affected should contact Telstra as their service provider if they are concerned or have special needs,” the spokesman said.
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Nick Bonyhady is the business editor of The Sydney Morning Herald and The Age. He is a former deputy federal editor, technology editor and industrial relations reporter.Connect via X or email.
Elias Visontay is a National Consumer Affairs Reporter at The Sydney Morning Herald and The Age.Connect via email.
