Australian telco Optus says its staff may not have followed established processes when a firewall upgrade they conducted resulted in customers not being able to call emergency services for 14 hours – a period during which it is thought three of the carrier’s customers died after trying to seek help, according to the company's CEO. CEO Stephen Rue said the company upgraded the firewall at around 12:30AM on September 18. “Initial testing and monitoring did not indicate there were any issues with c...