Name: TPG triple zero failure linked to death of 48-year-old in Sydney
Uploaded: 2025-11-18T06:06:49.814Z
Duration: 2 min
Description: A 48-year-old man in south-west Sydney died after his emergency call failed to connect on an outdated Samsung phone. The incident has raised concerns about the compatibility of older devices with emergency service.

A 48-year-old man in south-west Sydney died after his emergency call failed to connect on an outdated Samsung phone. The incident has raised concerns about the compatibility of older devices with emergency service.

Ingleburn

A 48-year-old man in Ingleburn, southwest Sydney, died after his attempt to contact emergency services failed when his call did not connect. The man was using a Samsung phone with outdated software on the TPG network via Lebara, which has been identified as incompatible with current network requirements for emergency calls.

The issue, which affects around 70 older Samsung models, has prompted warnings for customers to update or replace their devices to ensure emergency call access. Authorities estimate up to 60,000 Australians could be impacted, and the Communications Minister has announced an investigation into the incident and the telco's compliance.

TPG triple zero failure linked to death of 48-year-old in Sydney

Tragedy on a suburban street in southwest Sydney, a desperate call for help that didn't connect, leaving a 48-year-old man dead. It is absolutely the worst outcome possible. The latest victim of a triple zero failure, a TPG customer using a Lebara service on a Samsung phone. Around 5am last Thursday, the call to emergency services did not go through. The Telco insists its network was fully operational with no outages, instead blaming the caller's phone, a Samsung device with outdated software, now incompatible with TPG's network. The problem emerged last month. It impacts around 70 models and their ability to connect to triple zero. This is an issue that affects all networks because it's an issue of the Samsung devices that are older generation devices. A simple software update could be life-saving. Customers with affected phones are being urged to check their devices and replace them if necessary to ensure crucial emergency calls can connect. If your phone is more than five years old, I would triple check the model number and ensure that it is compatible with the network that you're currently on. The concern is vulnerable and older Australians who might not know they need to update their phones or how to do it. How many more people could be impacted? It's up to 50, 60,000 customers that have these devices. Confidence in the emergency call system has already been shaken with the recent Optus outage linked to at least three deaths. The Communications Minister insists the TPG incident will be investigated with the telco's compliance to be rigorously assessed. Too late for one family struggling to comprehend their loss. John Paul Gonzo, 10 News.

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