Fatal Triple Zero Call Blocked by Outdated Samsung Software on TPG Network
TPG Telecom has disclosed a fatal incident linked to outdated Samsung device software blocking emergency Triple Zero calls, while progressing a major capital raising.
- Fatal emergency call failure on TPG network due to outdated Samsung device software
- Network operational with no outages during incident
- Customers previously notified to update devices to comply with new emergency call regulations
- TPG expresses condolences and urges urgent software updates
- Institutional component of Reinvestment Plan sees strong demand amid incident disclosure
Tragic Incident Highlights Device Compatibility Risks
TPG Telecom has revealed a deeply unfortunate event where a customer using an older Samsung device on its mobile network was unable to make emergency Triple Zero calls, resulting in a tragic loss of life. The incident, which occurred on 13 November 2025 in Sydney, has brought to light the critical importance of software compatibility for emergency services access.
Despite the network being fully operational with no outages at the time, early investigations indicate that the failure was due to the customer’s device running outdated software incompatible with TPG’s emergency call system. Samsung had recently identified this issue and required users of certain older handsets to update their software to maintain emergency call functionality.
Proactive Customer Notifications and Regulatory Compliance
TPG Telecom had proactively communicated with customers using affected Samsung devices, urging them to update their software. These communications included a recent notice sent on 7 November 2025, ahead of the incident. Under new regulations, devices not updated within 28 to 35 days are blocked from making emergency calls to protect customer safety.
TPG’s Managing Director and CEO, Inaki Berroeta, expressed the company’s condolences to the family and emphasized the paramount importance of customer safety. He urged all customers with outdated software to update or replace their devices immediately to ensure emergency call access.
Concurrent Capital Raising Amid Heightened Scrutiny
Amid this sensitive disclosure, TPG Telecom is also completing the institutional component of its Reinvestment Plan, which has attracted strong demand. The company expects to finalize the capital raising process shortly and lift the trading halt currently in place. This dual development places TPG under a spotlight, balancing operational transparency with investor confidence.
TPG has notified relevant government and regulatory bodies, including the Minister for Communications, NSW Government, ACMA, and the Triple Zero Custodian, underscoring its commitment to regulatory compliance and public safety.
Looking Ahead
While the immediate cause of the emergency call failure appears linked to device software, the incident raises broader questions about the telecommunications sector’s role in ensuring emergency service accessibility, especially as technology evolves. TPG’s response and ongoing regulatory engagement will be closely watched by investors, customers, and authorities alike.
Bottom Line?
TPG’s tragedy underscores the urgent need for device compatibility vigilance as it navigates capital raising and regulatory scrutiny.
Questions in the middle?
- How will regulators respond to the fatal emergency call failure on TPG’s network?
- What is the full scope of devices affected and potential liabilities for TPG?
- Could this incident impact customer trust and TPG’s market valuation post-Reinvestment Plan?
