A tragic incident in Sydney has left one person dead after a Samsung phone with outdated software failed to connect to Australia’s Triple Zero emergency services. TPG Telecom confirmed the failure happened on November 13, 2025, with no network issues involved, highlighting ongoing concerns about device compatibility and reliable access to life-saving calls.
What Happened in the Sydney Incident
TPG Telecom, Australia’s third-largest telecom provider, reported that a customer using its Lebara service tried to call Triple Zero but could not connect. The call was made on behalf of a relative who later died.
This event unfolded in Sydney last Thursday. Early checks showed the problem stemmed from the Samsung phone’s old software, which was not compatible with making emergency calls on TPG’s network.
The company learned about the death from the state’s ambulance service on November 17. TPG issued a statement apologizing to the family and stressed that their network was fully operational at the time.
Samsung responded by saying it is teaming up with carriers to fix such issues and ensure devices work in emergencies. The phone maker pointed out that keeping software up to date is key for safety features like emergency calling.
Broader Issues with Emergency Calls in Australia
Australia has seen a string of emergency call failures in recent years, putting pressure on telecom firms to step up. Just two months ago, Optus faced back-to-back outages that hit thousands of users and were tied to four deaths, including a baby.
Those Optus problems led to a parliamentary inquiry into the company, owned by Singtel. The failures exposed weaknesses in how networks handle emergency traffic during disruptions.
TPG itself got a formal warning from regulators in June 2025 for not quickly reporting an outage that affected Triple Zero calls. This latest death adds to the scrutiny on all major providers, including Telstra and Optus.
Experts say older devices often struggle with modern network standards, especially for emergency features that need to switch between carriers if one fails. A list from Telstra shows at least 11 Samsung models with known issues in such cases.
The Australian Communications and Media Authority is now probing if TPG broke any rules on emergency access. They aim to check compliance and prevent future risks.
Impact on Customers and Industry Response
Families affected by these failures often feel let down by the system meant to protect them. In this case, the relative’s attempt to get help failed due to a simple software mismatch, raising questions about user awareness.
Telecom companies are pushing software updates more aggressively. TPG advised customers to check their device settings and update regularly to avoid similar problems.
Regulators have stepped in with stricter guidelines. For instance, carriers must now report outages faster and ensure devices can roam to other networks for emergencies.
Here are some key steps users can take to ensure their phones work for Triple Zero:
- Update your phone’s software through settings as soon as notifications appear.
- Test emergency calling features in non-emergency situations if possible.
- Consider switching to newer devices if your model is on known incompatibility lists.
- Enable location services, which help emergency responders find you quickly.
Industry groups are calling for better collaboration between phone makers and networks. Samsung has committed to ongoing tests with Australian carriers to address these gaps.
Lessons from Past Emergency Failures
Looking back, Australia has faced multiple crises with Triple Zero. In 2022, reports linked over 30 deaths in Victoria to delayed call answers during high-demand periods.
A 2021 case in Bendigo saw a young child die after a call was held for over a minute, far beyond the five-second target. These events sparked reviews and improvements in call center staffing.
More recently, outages at various providers have shown that technical glitches can have deadly outcomes. The Optus incidents in September 2025 affected calls in several states, leading to welfare checks that uncovered the fatalities.
To compare recent major incidents:
| Incident | Date | Provider | Impact | Response |
|---|---|---|---|---|
| Optus Outages | September 2025 | Optus | Thousands affected, 4 deaths | Parliamentary inquiry, software fixes |
| TPG Samsung Failure | November 2025 | TPG | 1 death, no outage | ACMA investigation, device compatibility checks |
| Victoria Delays | 2022 | Various | 33+ deaths from delays | Report and apologies, staffing boosts |
| Bendigo Child Case | 2021 | N/A | 1 death from hold time | Target time reviews |
These patterns show a need for ongoing vigilance. Governments are considering laws to mandate better emergency tech in all devices sold in Australia.
What This Means for the Future
This death underscores the risks when technology falls short in critical moments. As 5G networks expand, ensuring backward compatibility for older phones becomes vital.
Experts predict more regulations, like required annual audits for emergency features. Phone makers may face fines if their devices repeatedly fail safety tests.
Consumers should stay informed about their device’s capabilities. Simple actions like updating software can make a big difference in emergencies.
We encourage you to share this article with friends and family to raise awareness about emergency call safety. What steps have you taken to check your phone? Leave a comment below and join the discussion.
