Changes to the Telecommunications (Emergency Call Service) Determination
The Australian Communications and Media Authority (ACMA) has recently updated the Telecommunications (Emergency Call Service) Determination 2019 (the Emergency Call Service Determination) to address concerns about mobile phones that may not be able to connect to the ‘Triple Zero’ emergency call service, due to the shutdown of 3G mobile networks in Australia. Under the Emergency Call Service Determination, we are required to notify affected customers and provide them with information about alternative mobile phones that are available. This page sets out the information that we are required to provide under the Emergency Call Service Determination.
What are we doing?
Under the Determination, we are required to block mobile phones that can no longer call Triple Zero (000).
Customers using affected mobile devices (3G voice, are VoLTE-capable but require 3G for Triple Zero or cannot access another carrier’s mobile network for Triple Zero) are blocked from accessing Telstra’s network and won’t have access to voice or data services until they upgrade their firmware, or in some instances replace their handset.
Boost, as part of Telstra monitor for devices that do not meet these requirements, and where we find non-compliant devices, we’re required to notify customers and, after 28 days if action hasn’t been taken, block the devices from the network.
For more information, visit ACMA's rules to support continued access to Triple Zero.
How does the closure work?
On 28 October 2024, we blocked impacted devices to ensure we complied with the Determination.
Ongoing, where we find new devices we will notify customers and where action hasn’t been taken, block the devices from the network.
To find a new phone that will keep you connected to our 4G/5G network, explore our refurbished devices.
Need further support?
Boost, as part of Telstra have a range of payment assistance options available like giving you more time to pay, or a tailored payment plan. Learn more about payment assistance.
Frequently asked questions
To find out if your device was blocked, try the Telstra blocked devices checker. If it was, you’ll need to upgrade to a compatible device.
Blocking from the Telstra Prepaid Mobile Network is done at the Type Allocation Code (TAC) level. The TAC is the first 8 digits of your device IMEI which identifies the device type. It doesn’t distinguish between who you are or where you’re from, like a ‘per device’ IMEI solution would. Given the sheer volume of devices, it’s not currently feasible or practical to manage blocking individually, which is why it’s done at the TAC level. Because of this, it’s not possible to remove the block only on a single device.
Boost are not able to verify compatibility with devices that have had aftermarket modifications.