TPG Telecom reports triple zero death linked to Samsung handset

TPG Telecom has reported a tragic incident involving a fatality linked to problems with emergency calling on certain Samsung mobile handsets. The telco expressed its condolences to the family of the deceased after being informed by NSW Ambulance about the case. The individual who died was using a Samsung handset known to have issues making triple zero (000) emergency calls. This customer was originally with Lebara, a brand acquired by Vodafone, which is now part of TPG Telecom since 2016. According to TPG Telecom, the initial investigations suggest the failed emergency call attempts happened because the Samsung device was running software incompatible with TPG's network for triple zero calls. Importantly, the telco confirmed that at the time of the emergency call, their mobile network was fully operational with no outages. The problem lies in a particular firmware configuration in some Samsung handset models that prevents them from connecting to other mobile networks when the home network is unreachable. This process, called 'camp on', is critical in emergency situations to allow calls through alternative networks. Australian carriers have long been aware of this issue affecting 71 Samsung handset models. Most of these devices (around 60) can be fixed with a software upgrade, but 11 models require complete replacement. Telstra and Optus announced last October they’d block affected handsets from their networks unless patched within 28 days of notification. TPG Telecom has also warned its customers about the problem and plans to block unpatched devices after a similar grace period of 28-35 days following customer contact. Samsung itself identified that older devices needed software updates to properly access triple zero emergency services on TPG Telecom’s network. After discovering the presence of these handsets, TPG urgently reached out to customers urging immediate updates or replacements. They last reminded customers on November 7 to update their affected devices. Meanwhile, Australian carriers are collaborating on creating a shared database of handsets with triple zero calling issues to better manage the problem collectively. Despite industry efforts, the Australian Communications and Media Authority (ACMA) has so far resisted publishing a register of compliant handsets, which would help consumers identify safe devices more easily. TPG Telecom’s CEO, Iñaki Berroeta, stressed the need for customers to act quickly by updating or replacing impacted phones. He emphasized that access to emergency services is a critical safety issue and reiterated the company’s condolences to the family affected by this tragic event. In a statement to the ASX, TPG Telecom disclosed the incident to maintain transparency amid increased public scrutiny of triple zero-related concerns. This announcement coincides with the company’s ongoing institutional reinvestment plan, which was revealed on November 17, 2025. The situation underscores the complex challenges telcos face ensuring emergency call reliability across diverse handset models and highlights the vital importance of timely software maintenance by customers.