TPG Telecom says a person has died after a Samsung device running outdated software was unable to connect to Triple Zero emergency services.
The exact circumstances are yet to be confirmed but it is understood a Sydney-based customer was attempting to contact Triple Zero on behalf of a relative, who later died. TPG says the death occurred on November 13 and the incident was reported by NSW Ambulance on November 17.
TPG Telecom chief executive Inaki Berroeta.Credit: Louie Douvis
The telco said preliminary investigations blamed the failed emergency call on the customer’s Samsung handset, which was running outdated software incompatible with Triple Zero access on TPG’s network.
The telco said no outages were occurring at the time.
“We urge all customers with outdated software to update or replace their devices immediately,” TPG chief executive Inaki Berroeta said in a statement.
“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.”
The company says it has alerted relevant government agencies and regulators. Communications watchdog ACMA last month warned that some older Samsung mobile phones released between 2015 and 2017 could not automatically transfer emergency calls to TPG’s Vodafone network during outages.
The tragedy comes just two months after three people died during a major Optus outage in mid-September, when more than 600 calls to Triple Zero emergency services failed to connect. That incident, which lasted more than 90 minutes, prompted a federal government inquiry and led to parliament fast-tracking new legislation to strengthen oversight of emergency calling services.
