Kelly Smith Patner thinks he has a heart attack.
He has severe chest pain and inherited heart disease and needs medical help.
But when he called 911 at 4: 25m. on Nov.
29 on his Samsung Galaxy, the phone could not be connected.
Smith said his anxiety intensified when he tried to get in touch again and again, but could not get through.
Then Smith picked up her phone, the Samsung phone, and dialed 911 frantically.
Smith said: "I tried to call again four times on my phone, but she couldn't get through.
Both of them are using Samsung Galaxy phones, Smith A5 and her partner A8, both of which offer services through Free Mobile.
"We didn't even get the dial tone.
It automatically disconnects when we dial 911, "said Smith, who eventually contacted the caregiver by calling 411.
"Thankfully, we were lucky and everything was fine.
But 10 minutes and 15 minutes trying to find an ambulance could be a lot, "Smith said, fearing that her partner might have a heart attack.
Smith's partner finally went to the hospital.
A few days later, when Smith received an alert for free movement, he was recovering, warning her that a known issue had affected the 911 Samsung Galaxy A5 device.
The government agency that oversees the 911 telecom network said it was "recently aware of the problem of Samsung Galaxy A5 devices trying to connect 911 on the free mobile network ".
"In this case, 911 of the features appear to be affected by software updates related to the phone itself and carried out after the phone has been certified or tested by the operator, a radio Canada spokesperson said
Television and Telecom Commission (CRTC)
In a written statement
Experts say Canada's mobile phone system is vulnerable in the disaster. CRTChas contacted other Canadian wireless carriers and considered the issue to be limited to free mobile users using the Samsung Galaxy a5.
Effective access to emergency services is critical, and ctrl c is monitoring the situation until the situation is resolved, the spokesman said.
"Handset manufacturers ultimately have a responsibility to ensure that their software updates do not damage the functionality of the phone," the spokesman said . ".
After receiving a mobile alert for free movement, Smith reached out to Samsung to see why her phone could not connect to 911.
"Samsung told me that maybe I should change the SIM card and try again or call someone else 911 on my behalf," Smith said . ", Who said the failed call made her "scared" on the next call.
"It could be a life for some people --or-
We should get better than that.
A Samsung Canada spokesman said in a written statement that customer safety is their "top priority ".
"Due to the recent Samsung Canada A5 device update issue, Free Mobile customers with A5 devices were temporarily transferred to the free 3g network to resume access to the 911 emergency service, the statement continued.
"The customer has been notified of the software update required to resolve the issue and restore access to tolerervice, which is currently available.
"After Smith shared her story with Windsor, Samsung contacted her and held a meeting with a technician who went to Windsor from Mississauga.
The technician looked at the phone and took pictures of the settings and call records, Smith said.
27 suggestions, Smith said, but Ontario did not ask for legislation in its 911 survey, "he offered to buy us a new phone case or something . " He accepted the offer.
Later, an executive called Smith to let her know that they would send her two new phones for free to replace the faulty device she accepted.
"It's definitely a guilty recognition by them trying to give us these gifts, and they're trying to make us as happy as possible because they're aware of the seriousness of the situation, Smith said.
She thinks Samsung needs to make the public aware of the problem.
"They didn't make any public statements that I knew it was a major issue and I'm sorry that it was a solution," Smith said . ".
Seconds count: the woman issued an alert after she said 911 calls were suspended for 5 minutes because she did receive software updates on her phone via Samsung on Saturday, including "further improvements to performance, including 911 of LTE coverage
"Although Smith promised to improve her service, she was not confident that the next call to 911 would be connected.
"I wish I could pass, but for the rest of my life now I suspect my 911 call will pass.