• Tragic loss of life due to failed Triple Zero calls from Samsung device
• TPG Telecom mobile network was operational, no outages
• Older Samsung devices require software update for Triple Zero compatibility

TPG Telecom Limited has issued a statement regarding a tragic incident where a customer using a Lebara service on a Samsung device was unable to make Triple Zero calls on the TPG Telecom mobile network, resulting in a loss of life. TPG Telecom has confirmed that at the time of the attempted contact to the Triple Zero service, the TPG Telecom mobile network was operational and no outages were occurring. Early investigations indicate that the failed calls were due to the customer's Samsung device operating on software that was not compatible with making Triple Zero calls on the network. Samsung recently identified that certain, older devices required a software update to enable Triple Zero functionality on TPG Telecom's mobile network. When TPG Telecom became aware of these handsets on its network, the company communicated with customers to urgently update affected devices. Handsets not updated are blocked after a period of 28-35 days from the first contact to the customer, as required under new regulations. TPG Telecom has notified the Minister for Communications, the NSW Government, ACMA, Triple Zero Custodian and other relevant government and regulatory bodies of this incident. The company is deeply saddened by the tragic loss of life and has offered its sincere condolences to the family and loved ones of the individual. TPG Telecom is urging all customers with outdated software to replace or update their devices without delay to ensure they can reach Triple Zero in an emergency.