A Sydney resident died after his Samsung handset failed to connect to Australia’s primary emergency number 000, prompting telco TPG to issue a stark warning that outdated mobile software could be a matter of life or death.
In a statement to the Australian Securities Exchange (ASX) on Tuesday, TPG Telecom confirmed that a customer using the Lebara-branded service on its network died last week after being unable to make an emergency call. TPG, which was informed of the fatal incident on November 17, insisted that its network was fully operational at the time and that initial investigations indicated that the software running on the user’s Samsung device was no longer compatible with emergency calling.
Samsung, which TPG says recently identified the problem in “some older devices,” did not respond. registerRequest for comment. However, the company’s website lists dozens of devices that need to be updated or replaced to ensure users can make Triple Zero calls.
According to the carrier, the affected handsets were not updated despite multiple warnings. TPG says it contacted users of the identified Samsung models – which include the Galaxy S7 and Note 5 series handsets – and urged them to update them with the most recent notice sent on November 7.
Under federal emergency service call scheduling, all operators must block handsets that cannot complete a triple zero call if they remain unpatched for 28-35 days after the first alert – a rule TPG says is followed.
“Customer safety remains our top priority,” said CEO Iñaki Berroeta. “This is a tragic incident… We urge all customers with outdated software to replace or update their devices without delay.”
The telco noted in its ASX filing that it was disclosing the incident due to growing public concern about emergency call reliability. Telstra also warned last month that older, non-upgradeable Samsung devices could fail triple zero calls and such devices could be essentially blocked from all Australian networks if left unresolved.
TPG says it has notified the federal Communications Minister, state authorities, the Australian Communications and Media Authority and the Triple Zero Custodian as the investigation into the tragic incident continues.
Earlier this year, Australian telecom Optus admitted that a firewall update left customers unable to call emergency services for up to 14 hours – an incident that was linked to the deaths of three people.
Updated to add at 1800 GMT on November 18, 2025
In a statement sent to register After the article was published, Samsung said, “We are deeply saddened to learn of this news and offer our heartfelt condolences to his family and loved ones during this difficult time. We are continuing to work closely with our carrier partners to ensure that all devices work reliably in every emergency situation.”
“We strongly encourage customers to keep their mobile devices updated with the latest software, as it is important to maintain the highest standards of safety, security and performance. Customers with mobile devices requiring an update or replacement have been notified by their mobile carrier with instructions.”