A TPG Telecom customer has tragically died after not being able to connect to triple-0 emergency services.

The Sydney-based customer, who was using a Lebara service on a Samsung device, passed away on November 13, and the telco was informed of the incident on Monday afternoon by NSW Ambulance.

TPG said at the time of the attempted contact with the triple-0 service, the mobile network was operational and no outages were occurring.

An early investigation conducted by the telco suggests that the failed calls were due to the customer’s Samsung device operating on outdated software that was not compatible with making triple-0 calls on the network.

“Customer safety remains our highest priority. This is a tragic incident, and our condolences and thoughts are with the individual’s family and l

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