Major iPhone software issue causing triple-0 outage, WA Police issue urgent warning to public

Telstra and tech giant Apple are scrambling to fix a tech issue which appears to have blocked or delayed some Australian’s from accessing triple-0.

The outage, which promoted WA Police to issue a warning to the public on Wednesday afternoon, is only affecting certain Apple devices registered with the Telstra network.

The first warning was issued by police at 1.15pm, with a spokesman saying three iPhone models with iOS 16.7.13 installed may be unable to contact triple-0.

In an update about 5.35pm, a police spokesman said some devices were “currently not correctly connecting to triple-0”.

“It has been identified some phone users may experience a 20-30 second delay when dialling triple-0,” he said.

“The WA Police Force has been advised by Telstra that any users experiencing this issue are urged to remain on the line, and you will be put through to an operator.”

Police and Telstra initially said affected devices may include iPhone 8, iPhone 8 Plus and iPhone X models that have iOS 16.7.13 installed.

“Users of Apple devices are advised to delay updating the software on their device until the issue is resolved,” the spokesman said.

Both Optus and TPG, which covers the Vodaphone network, were not been impacted by the issue.

It is believed a Telstra network configuration is causing the listed devices issues when users try to make or receive calls.

A spokeswoman for Telstra was sent multiple questions on Wednesday, but referred The West to a basic statement published on their website pending the ongoing investigation.

In an update on the telco’s website about 4pm, Telstra said Apple had paused software updates released this week for iPhone models as they investigation in ongoing. Those software updates include iOS 18.7.4, iOS 16.7.13, iOS 15.8.6 and iOS 12.5.8.

“We’re currently investigating an issue making and receiving calls, including calls to 000, on older Apple devices,” the telco 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.”

A spokesman for Communications Minister Anika Wells said anyone unable to reach triple-0 said both Apple and Telstra were working to fix the issue “urgently”.

“This is an important issue for affected customers - Telstra and Apple advise they are working to fix this urgently,” he said.

“People affected should contact Telstra as their service provider if they are concerned or have special needs.”

Shadow Communications Minister Mellisa McIntosh urged affected users to arrange an alternative way to contact family.

“Today I have received advice that some iPhone users with older devices may have been impacted by a software update which has resulted in their iPhones not being able to make or receive calls, including to triple-0,” she said.

“If you have an iPhone 8, iPhone8 Plus or iPhone X and have recently installed the iOS16.7.13 software update, please check your phone is able to make and receive calls.

“Telstra is advising customers not to install the update until a fix to the software upgrade has been resolved.”

“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. “

“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.”

WA Police urged anyone trying to reach emergency services to do so only in a life-threatening emergency.