Overview
- TPG said the person using a Lebara service in Sydney was unable to reach 000 on November 13 and later died, with NSW Ambulance advising the telco of the incident on November 17.
- The company stated its mobile network was operating normally at the time and that preliminary findings indicate the Samsung handset’s outdated software was incompatible with emergency calling on TPG’s network.
- Samsung had previously identified that certain older models require a software update to enable Triple Zero functionality on TPG, and the telco last messaged affected customers on November 7.
- Under new rules, TPG said handsets that are not updated can be blocked from service after 28–35 days from first customer contact, and it urged users to update or replace affected devices immediately.
- TPG said it has informed the communications minister, NSW government, ACMA and the Triple Zero Custodian, as the sector faces heightened scrutiny following recent Optus emergency-call failures linked to multiple deaths.