PSA: Rogers Customers Using Samsung Devices with Android OS 6 or Older Can Not Call 911

October 11, 2017 by
Rogers Logo
Hopefully you have not already learned this the hard way! Rogers customers with select Samsung devices running Android 6.0 or older operating systems need to update their devices to at least Android 7.0 before they will be able to dial 911 services again.
Rogers has sent the text message below to affected customers, but in case you did not get the message:
"Service Alert: URGENT ACTION REQUIRED. Your Samsung device requires a mandatory software update to Android 7.0. Your current outdated software will prevent you from making 911 calls on your phone following necessary enhancements to our wireless network in the coming weeks. To install the update, go to Settings > About Device > Software Update > Update Now. Alternatively you can download Samsung’s Smart Switch PC tool to update via PC, or bring your device to your nearest Rogers store to use our device updating service. For additional support, please call us at 1888-764-3771"
The new software can be downloaded both over Wi-Fi or cellular networks. Rogers states that data used to download the update will not count towards your monthly data usage.
You can also update to the newer software by connecting your device to the Device Tune-Up tool and selecting ‘software flash’. Make sure that you do a backup of your phone beforehand in case you have any important data saved on there that you don't want to lose if anything goes wrong.

Affected devices include:

  • Galaxy S6
  • Galaxy S6 Edge
  • Galaxy S6 Edge+
  • Galaxy Note 5
  • Galaxy S7
  • Galaxy S7 Edge
If you are already running Android 7.0 or newer you will not be affected.
If you are not sure whether you are affected or not, please DO NOT TEST DIAL 9-1-1 to find out! You may be charged a fee and can clog up the emergency response lines.

About Rogers:  Rogers is a leading diversified Canadian communications and media company that's working to deliver a great experience to our customers every day. We are Canada's largest provider of wireless communications services and one of Canada's leading providers of cable television, high-speed Internet, information technology, and telephony services to consumers and businesses. Through Rogers Media, we are engaged in radio and television broadcasting, sports, televised and online shopping, magazines, and digital media. Our shares are publicly traded on the Toronto Stock Exchange (TSX: RCI.A and RCI.B) and on the New York Stock Exchange (NYSE: RCI).
Source:  Rogers

Posted in: Chatr, Google/Android, Industry News, Industry Trends, Rogers