TPG Telecom has confirmed that a person in Sydney has died recently after their Samsung phone using a Lebara service could not connect to 000.
According to TPG’s statement to ABC News:
“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 have a dedicated page on their website about this. Within the webpage they list the device model names and numbers that are impacted. An excerpt from the webpage says:
“Australian mobile operators and Samsung have identified a number of older mobile devices that will not correctly connect to an alternative mobile network to make Triple Zero calls when the customer’s primary mobile network is unavailable. These devices need to be updated or replaced to make sure they work reliably in an emergency. Please note this does not affect newer Samsung devices.
This tragedy follows weeks of warnings that many older Samsung models across multiple networks may not connect correctly to Triple Zero in some situations, especially after the 3G shutdown and changes to how emergency calls are handled.
Certain older Samsung devices needed a software update to restore emergency call functionality. For some older Samsung mobile phones though, this won’t solve the problem.
The message from telcos and Samsung is clear: update or replace at-risk phones. But in the real world, that is not always simple. Keep reading this blog post for solutions:
We understand you may not want to upgrade your phone
If you are happily using an older mobile, you are not alone. At APERS we speak with many people, especially seniors and carers, who say things like:
- “My old phone is fine, I only text and call.”
- “I am scared I will not understand a new smartphone.”
- “I cannot afford the latest model.”
For a lot of people, their mobile phone is a comfort item. It has familiar buttons, big contact lists, and years of photos and messages. The idea of upgrading can feel expensive, confusing and stressful.
The problem is that behind the scenes, the rules for Triple Zero calls have changed. Phones now need to support modern 4G emergency calling and be configured properly to switch networks in a crisis. Older handsets, imported devices and phones that are not fully updated can silently fall behind these requirements.
You might be paying your bill on time and still not be able to reach Triple Zero when it matters most.
How older and outdated phones can fail in an emergency
Here is what is going on in simple terms:
- 3G shutdown and new rules: Australian mobile networks have been shutting down their 3G services and moving everything to 4G and 5G. Phones now need to support Triple Zero over 4G using a feature called VoLTE.
- Firmware and software issues: Some older Samsung phones have been found to always try to send Triple Zero calls via the old Vodafone 3G network, even if that network no longer works in that area. That can cause the call to fail instead of switching to another available network.
- Updates or replacement required: For some models, a software update fixes the problem. For others, there is no fix and the phone must be replaced.
- Disconnection deadlines: Under new regulations, if your device cannot make a compliant Triple Zero call and you do not fix it, your telco is required to block it from their network after a set period.
In the recent Sydney case, TPG says its network was operating normally at the time of the attempted emergency call. The fault appears to sit at the device and software level, not the towers.
This is a different type of risk to a classic network outage. You can have full bars of service and still not be able to get through to 000, because of the way your individual phone is configured.
We want to repeat these words, if you missed them above:
- Disconnection deadlines: Under new regulations, if your device cannot make a compliant Triple Zero call and you do not fix it, your telco is required to block it from their network after a set period.
Updating the software versions in your existing phone or upgrading to a new phone
Updating the firmware (as in, updating the versions of the software) within your phone, or upgrading to a new phone model will be a requirement to ensure that you are able to call 000 in an emergency.
Changing phones can mean:
- Learning a new or updated operating system
- Losing familiar layouts and ringtones
- Re-entering contacts and passwords… or using time-saving methods to clone/transfer your contacts data, photos, etc from your old phone to your new phone
- Worrying that you will press the wrong thing in an emergency
This will be a small price to pay to be able to call 000 in an emergency.
Practical steps you can take today
Even if you never want the latest smartphone, there are simple things you can do to reduce risk:
- Check if your phone model is on an at-risk list: As written earlier in this blog post, Samsung (and the major telcos) have published detailed lists of specific models that need to be updated or replaced to safely call Triple Zero.
- Apply all available updates: Ask a family member or friend to help you update your phone’s software and firmware if you are unsure.
- Add a personal alarm that does not depend on your phone: Consider a Freedom Friend personal alarm if you are an older Australian living independently or supporting an ageing parent. Or consider Safety Mate if you work alone, or for staff who work alone including off-site or after hours.
- Have a plan for guests and family: If visitors or adult children bring older phones into your home, let them know about the Samsung 000 issue and encourage them to check their devices as well. Also ask them to read this blog post.
Also consider sharing this blog post with your loved ones, family and friends. ‘Sharing is caring’ — you may make all the difference to someone’s life. Use the below share buttons to share this blog post:
Why APERS focuses on providing alternative options, instead of having to call Triple 000 using your mobile phone?
From the very beginning of APERS, we have focused on providing personal safety devices that:
- Are simple to use
- Do not depend on your personal phone being a new or near-new version, nor having to making sure your phone is charged, nor making sure it is compatible with current 000 connectivity technology methods
- Are devices that are monitored around the clock by trained Care Team operators
The recent news about the Sydney death linked to an outdated Samsung phone is a heartbreaking reminder that hidden technical issues can have very real consequences. It also highlights why relying on a single device, especially an older mobile that you are hesitant to replace, can leave a dangerous gap in your safety net.
A dedicated personal alarm is not about making you more “techy”. It is about taking pressure off your phone so you can keep using something you are comfortable with, while still having modern, monitored protection in the background; that you can easily use with a press of a button.
Need help choosing the right personal safety device?
If you are worried about Triple Zero access on an older phone, or you simply do not want to learn a totally new handset, we can help you:
- Understand the difference between home-based and mobile personal alarms
- Decide whether a Freedom Friend personal alarm is suitable for you or a loved one
- Explore Safety Mate options for yourself and/or staff who work alone or in higher-risk environments
Reach out to us (contact us) at APERS to speak with one of our friendly consultants about a personal safety device that does not rely on your mobile phone. Your independence should not be put at risk just because you are comfortable with the phone you already have.
PS. For breaking news updates on the Samsung issue, always refer to official sources such as ABC News, your mobile phone provider and Samsung Australia.
