This piece is freely available to read. Become a paid subscriber today and help keep Mencari News financially afloat so that we can continue to pay our writers for their insight and expertise.
A Sydney resident died last week after their mobile phone failed to connect to emergency services, with TPG Telecom confirming Monday that incompatible device software prevented Triple Zero calls from going through on its network.
The incident occurred Nov. 13 when a customer using a Lebara service on a Samsung device attempted to call Triple Zero but could not connect, TPG Telecom said in a statement. The telecommunications company was informed of the death Nov. 17 by NSW Ambulance.
TPG emphasized that its mobile network was fully operational at the time with no outages occurring, indicating the failure stemmed from the customer’s device rather than network infrastructure.
Early investigations point to the customer’s Samsung device operating on outdated software that was not compatible with making emergency calls on TPG Telecom’s mobile network, the company said. Samsung recently identified that certain older devices required software updates to enable Triple Zero functionality on the network.
The revelation raises questions about how many Australian mobile users may be unknowingly carrying devices unable to reach emergency services despite displaying normal signal strength.
TPG said it had been communicating with customers to urgently update affected devices after becoming aware of the compatibility issues. Under new regulations, handsets that are not updated are blocked after 28 to 35 days from initial customer contact.
The company sent its most recent communication to customers with impacted devices on Nov. 7, six days before the fatal incident.
“Customer safety remains our highest priority,” TPG Telecom Managing Director and CEO Inaki Berroeta said in the statement. “This is a tragic incident, and our condolences and thoughts are with the individual’s family and loved ones.”
Berroeta urged all customers with outdated software to replace or update their devices immediately to ensure emergency access. “Access to emergency services is critical,” he said.
TPG Telecom has notified the Minister for Communications, the NSW Government, the Australian Communications and Media Authority, the Triple Zero Custodian and other relevant government and regulatory bodies of the incident.
The case highlights potential vulnerabilities in Australia’s telecommunications infrastructure as networks transition technology and older devices become incompatible with newer systems. Industry observers say the incident may prompt regulators to examine whether current notification protocols and device-blocking timelines adequately protect public safety.
Lebara operates as a mobile virtual network operator using TPG Telecom’s infrastructure. The brand primarily serves multicultural communities and budget-conscious consumers.
It remains unclear how many TPG and Lebara customers may be using devices with similar software compatibility issues, or whether other telecommunications providers face comparable challenges with older handsets on their networks.
The Australian Communications and Media Authority is expected to investigate the circumstances surrounding the incident, including the adequacy of customer notifications and the effectiveness of regulatory requirements designed to ensure emergency services access.
TPG Telecom offered its condolences to the family and loved ones of the deceased.
Follow us across all major podcasting platforms and social media channels for updates that matter. Your support keeps independent journalism alive!
For more in-depth coverage on these stories and other news affecting Australia and the world, subscribe to readmencari.com. Support our independent journalism by listening to our podcasts on all major platforms and considering a subscription to help us continue delivering fearless reporting free from financial and political influence.
Got a News Tip?
Contact our editor via Proton Mail encrypted, X Direct Message, LinkedIn, or email. You can securely message him on Signal by using his username, Miko Santos.
The Mencari readers receive journalism free of financial and political influence.
We set our own news agenda, which is always based on facts rather than billionaire ownership or political pressure.
Despite the financial challenges that our industry faces, we have decided to keep our reporting open to the public because we believe that everyone has the right to know the truth about the events that shape their world.
Thanks to the unwavering support of our readers, we’re able to keep the news flowing freely. If you’re able, please join us in supporting Mencari.
Join over 1000 readers. Sign up here.
We’d love it if you could share the email with your friends! Just (copy the URL here.
