A TPG Telecom customer has died after an outdated Samsung mobile phone failed to connect to triple zero emergency services. The tragedy occurred on 13 November 2025 in Sydney.
The incident has intensified scrutiny on Australia’s telecommunications sector, which has faced mounting criticism over emergency call reliability. TPG disclosed the death after NSW Ambulance informed the company on Monday afternoon.
The customer was using a Lebara service on a Samsung device with incompatible software. Lebara operates on TPG’s network after the telco acquired the mobile virtual network operator in 2016.
Network Was Operational During Failed Emergency Call
TPG emphasised its mobile network was fully operational when the customer attempted to reach emergency services. Early investigations indicate the failure stemmed entirely from the device’s outdated firmware.
“Customer safety remains our highest priority. This is a tragic incident, and our condolences and thoughts are with the individual’s family and loved ones,” said TPG Telecom Managing Director and CEO, Iñaki Berroeta.
Iñaki Berroeta, Chief Executive Officer and Managing Director
The telco has notified the Minister for Communications, NSW Government, Australian Communications and Media Authority (ACMA), and the Triple Zero Custodian about the incident.
Samsung Device Fault Affects Tens of Thousands
The problem affects 71 Samsung Galaxy models identified across Australia’s mobile networks. These devices fail to properly “camp on” alternative networks when their primary carrier is unavailable.
The firmware configuration issue prevents affected phones from connecting to emergency services through backup networks. This becomes critical during outages or in areas with limited coverage.
Key facts about affected devices:
- 11 Samsung models require complete replacement
- 60 models can be fixed through software updates
- Devices include models from 2017 and earlier
- Popular models like Galaxy Note 5 and S7 Edge are affected
- Telstra has logged nearly 20,000 affected devices on its network alone
TPG had warned customers about the issue on 7 November, just six days before the fatal incident. The company follows regulatory requirements by blocking non-compliant handsets 28 to 35 days after initial notification.
“Access to emergency services is critical. We urge all customers with outdated software to replace or update their devices without delay to ensure they can reach triple zero in an emergency,” a TPG spokesperson stated.
Heightened Scrutiny After Optus Outages
The timing couldn’t be worse for Australia’s telecommunications industry. This incident follows multiple Optus triple zero failures that were linked to several deaths in September and October 2025.
The telecommunications sector has faced unprecedented scrutiny after Optus network failures prevented emergency calls, resulting in three confirmed deaths. One victim was an eight-week-old baby.
ACMA fined Optus $18 million for a November 2023 outage that blocked more than 2,100 people from accessing emergency services. The regulator has since introduced stricter compliance requirements.
Recent legislative changes now allow penalties up to $30 million for telecommunications providers that fail to meet triple zero obligations. The government has also fast-tracked creation of a Triple Zero Custodian role.
TPG itself received a formal warning from ACMA in June 2025 after failing to notify authorities promptly during an August 2024 outage. That incident lasted 80 minutes and affected most 4G mobile customers.
Industry Response and Regulatory Action
Samsung has faced criticism for the firmware issue but maintains it’s working with carrier partners. “Samsung and its carrier partners are working together to ensure all devices operate reliably in every emergency situation,” the company stated.
However, sources familiar with the matter told iTNews the software problem went undetected by TPG for over a year. The issue TPG initially identified differed from the firmware problem Telstra discovered during recent advanced testing.
Regulatory developments include:
- New rules requiring real-time outage reporting
- Mandatory triple zero testing during network upgrades
- Stricter device compliance standards
- Industry database of problematic handsets
- Enhanced penalties for non-compliance
The Australian Communications Consumer Action Network estimates tens of thousands of customers could be affected nationwide. CEO Carol Bennett warned the issue places particular burden on vulnerable and low-income users who may struggle to afford replacement devices.
TPG’s Reinvestment Plan Amid Crisis
TPG released its statement “for transparency” as it conducts the institutional component of its reinvestment plan. The company announced on 17 November that institutional demand for its capital raising has been strong.
The timing is notable. TPG’s share price has fallen 16% over the past 12 months, significantly underperforming the broader S&P/ASX 200 Index.
The company faces the difficult task of maintaining investor confidence while navigating regulatory scrutiny and public concern over emergency call reliability.
Parent company TPG Telecom also owns iiNet, which suffered a major cyberattack in August 2025 affecting 280,000 customers.
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What Customers Should Do
TPG urges customers to check their Samsung device software immediately. Users can verify their phone model and software version in device settings.
Affected customers will receive direct notifications from TPG with specific instructions. Those who don’t update or replace incompatible devices will be blocked from the network after the mandatory notice period.
The tragedy highlights the critical importance of keeping mobile devices updated. Even when networks operate perfectly, outdated firmware can create life-threatening gaps in emergency service access.
As Australia’s telecommunications sector faces its most intense scrutiny in years, the pressure is mounting on carriers and device manufacturers to ensure every phone can reliably reach emergency services when seconds count.
