Imagine a life-or-death situation where a simple phone call could make all the difference, but the technology fails you. That’s exactly what happened to a Lebara customer who tragically died after their Samsung phone couldn’t connect to triple-zero emergency services, according to TPG, the parent company of Vodafone. But here’s where it gets even more unsettling: this wasn’t due to a network outage but rather because the device’s outdated software was incompatible with TPG’s network. And this is the part most people miss—this issue isn’t isolated. It’s part of a larger problem affecting thousands of older Samsung devices across Australia.
TPG revealed in a statement to the ASX that they were notified of the incident on November 13 at 5:22 p.m., following advice from NSW Ambulance. While the company confirmed their network was operational, preliminary investigations pointed to the customer’s Samsung device running incompatible software. This raises a critical question: How many more people are at risk because their phones can’t make emergency calls?
In late October, TPG, Optus, and Telstra issued advisories warning that certain older Samsung models would be blocked from their networks if not updated within 28-35 days. These devices include popular models like the Galaxy S6, S7, Note 5, and several J and A series phones. The reason? Under triple-zero rules, devices that can’t reliably connect to emergency services must be disconnected from mobile networks. But here’s the controversy: Is it fair to blame users for not updating their devices, or should manufacturers and carriers do more to ensure compatibility?
TPG CEO Iñaki Berroeta emphasized, ‘Customer safety remains our highest priority. This is a tragic incident, and our thoughts are with the individual’s family and loved ones. Access to emergency services is critical.’ He urged customers to update or replace outdated devices immediately. But with an estimated 50,000 devices at risk of being blocked, the scale of the problem is staggering.
Samsung has acknowledged the issue, stating they’re working with carriers to address it. However, this tragedy follows a pattern—just last September, multiple deaths were linked to an Optus triple-zero outage. Are we doing enough to prevent these avoidable tragedies?
As investigations by Optus, the Australian Communications and Media Authority, and others continue, one thing is clear: technology should save lives, not cost them. But what do you think? Is it the responsibility of users, manufacturers, or carriers to ensure emergency calls always go through? Share your thoughts in the comments below.
