breakingTPG Telecom triple-0 death: Sydney customer using Samsung phone dies, unable to connectAmy LeeThe NightlyTue, 18 November 2025 6:54AM
A TPG Telecom customer has tragically died after not being able to connect to triple-0 emergency services.
The Sydney-based customer, who was using a Lebara service on a Samsung device, passed away on November 13, and the telco was informed of the incident on Monday afternoon by NSW Ambulance.
TPG said at the time of the attempted contact with the triple-0 service, the mobile network was operational and no outages were occurring.
An early investigation conducted by the telco suggests that the failed calls were due to the customer’s Samsung device operating on outdated software that was not compatible with making triple-0 calls on the network.
“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,” TPG Telecom Managing Director and CEO, Inaki Berroeta, said in a statement.
“We urge all customers with outdated software to replace or update their devices without delay to ensure they can reach Triple Zero in an emergency.”
The telco has notified the Minister for Communications, the NSW Government, ACMA, Triple Zero Custodian and other relevant government and regulatory bodies of the incident.
More to come…
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