Tragic Incident Linked to Outdated Software Blocks Emergency Calls
TPG Telecom has reported a distressing case in Sydney where a customer succumbed after outdated software hindered their Samsung phone from making Triple Zero (000) calls.
In a statement issued yesterday, the telecom firm disclosed that it was informed of this incident involving a user of Lebara services on a Samsung device on November 13, as reported by NSW Ambulance.
The company asserted that its mobile network remained operational, with no outages recorded.
“Initial inquiries suggest that the unsuccessful calls stemmed from the customer’s Samsung device utilizing software incompatible with making Triple Zero calls on our network,” TPG stated.
“Samsung recently identified that certain older devices required a software update to enable Triple Zero functionality on TPG Telecom’s mobile network.”
Upon recognizing the issues associated with these handsets, TPG urged customers “to promptly update the affected devices.” A number of older Samsung devices are listed on the company’s website as necessitating replacement or software updates.
According to TPG, handsets that remain outdated will be rendered inoperable for Triple Zero calls 28 to 35 days after the first customer notification, as mandated by new regulations.
The latest communication informing customers with affected devices was dispatched on November 7.
In a statement on its website, Samsung noted that older mobile devices might not “correctly connect to an alternative mobile network to make Triple Zero calls when the user’s primary network is unattainable.”
Samsung has outlined numerous devices that require updates or replacements to ensure functionality during emergencies.
Interestingly, newer model phones are unaffected by this issue.
TPG Leadership Expresses Condolences and Calls for Urgent Action
Inaki Berroeta, managing director and CEO of TPG Telecom, expressed that the safety of customers remains the company’s “highest priority,” pressing users of impacted devices to undertake software updates or replacements.
“This is a heart-wrenching incident, and our thoughts and condolences extend to the family and loved ones of the individual,” he emphasized.
“Access to emergency services is vital. We strongly urge all customers with outdated software to replace or update their devices immediately to guarantee they can access Triple Zero in emergencies.”
TPG Telecom confirmed that it has notified relevant entities, including the communications minister, the NSW Government, the Australian Communications and Media Authority (ACMA), the Triple Zero Custodian, and other pertinent regulatory bodies.
Communications Minister Anika Wells remarked that this “tragic situation” would undergo a thorough investigation.
“TPG’s adherence to the Emergency Call Service Determination will be rigorously examined by ACMA,” she noted in her statement.
Source link: Abc.net.au.
