TPG Telecom says that it is possible a second death has been linked to the network’s ongoing struggles with users attempting to contact Triple Zero on Samsung devices using out-of-date software.
As company representatives appeared before a Senate committee on Triple Zero outages and resilience, TPG said it was working to clarify the circumstances around a person’s death in December.
”TPG was made aware on December 8, 2025, that the calls to Triple Zero may have been made in connection with an individual who has lost their life,” the telco said in a statement today.
TPG Telecom says that it is possible a second death has been linked to the network’s ongoing struggles with users attempting to contact Triple Zero. (Supplied)
“We have sought to clarify the circumstances, but details have not yet been verified by relevant emergency authorities.”
TPG said it had provided and would continue to provide information to the Australian Communication and Media Authority (ACMA) regarding the incident.
The failed September contact was made using a Samsung device that was operating out-of-date software.
Some older Samsung phones need software updates to contact triple zero, TPG says. (iStock)
Last month, TPG confirmed a Sydney person had died after a customer on their network was unable to make Triple Zero calls on their Samsung device.
The incident took place on November 13.
The telco has said Samsung had recently identified that certain older devices needed a software update to contact Triple Zero on TPG’s mobile network.
Shadow Minister for Communications Melissa McIntosh. (Alex Ellinghausen)
TPG said it had been communicating with affected customers about “urgently” updating their software.
“TPG also continues to urge all customers with outdated software to replace or update their devices without delay to ensure they can reach Triple Zero in an emergency,” the company said today.
Shadow Communications Minister Melissa McIntosh called the Triple Zero outages a “public safety risk”.
In a release, her office said 71 Samsung mobile devices had been identified as not correctly connecting to Triple Zero in October.
Of those, 11 needed a replacement, and 60 a software update, with 28 days for affected phone users to act.
“I am again urging all Australians with one of these Samsung devices to act on the message they have received to either update their software or get a new device,” she said.
“If you have one of the 71 Samsung devices, I urge you to update your software urgently or contact your telco provider.”