Overview of the SK Telecom USIM Hacking Incident
In early May 2025, SK Telecom faced a significant challenge when it acknowledged a large-scale hacking incident involving the unauthorized access to USIM (Universal Subscriber Identity Module) information. In a bid to prevent further damage, the company halted new subscriptions as of May 5. This decision came after the revelation that approximately 100 million USIMs had been compromised, affecting a substantial portion of their customer base.
Despite SK Telecom’s efforts to manage the crisis, including the replacement of USIMs for about 1 million affected customers and a backlog of 7.7 million pending requests, the response has been widely criticized. The company’s capacity to replace 200,000 USIMs per day falls short of meeting the overwhelming demand, leading to mounting consumer frustration.
Customer Frustrations and Logistical Challenges
Customers have expressed significant dissatisfaction with the slow pace of service and lack of communication. Many report delays in receiving any follow-up after scheduling a replacement, exacerbating their frustration. The company’s current strategy involves a reservation system that has been described as ineffective, with countless customers left in the dark about their position in the queue and expected service timeline.
Moreover, the reliance on first-come, first-served policies at physical stores has been problematic for many, particularly those balancing work commitments. A customer recounts a futile visit to a store during lunch break, only to find all service tickets already distributed.
Comparisons to Competitors and Customer Service Concerns
The criticism extends to comparisons with smaller carriers, where some users report faster service despite these companies having fewer resources. An example includes a customer receiving a new USIM via mail from a smaller carrier just a week after placing the request, contrasting sharply with SK Telecom’s slower pace.
This situation raises questions about SK Telecom’s crisis management capabilities and infrastructure adequacy, given its status as a major telecom provider. The expectation is for a company of this scale to handle such crises more effectively.
Controversy Over Contract Termination Fees
The incident has led some customers to consider switching service providers. However, the potential cost of early termination fees due to remaining contract terms is a significant deterrent. The National Assembly’s Legislative Research Office has suggested that if the hacking incident is deemed SK Telecom’s fault, customers should be able to terminate their contracts without incurring penalties.
Despite this, SK Telecom has not yet issued a definitive statement on the matter, only indicating that it is under internal review. This indecisiveness adds to customer dissatisfaction, as many eagerly await clarity on whether they can exit their contracts penalty-free.
Escalating Consumer Action and Legal Considerations
In response to these developments, consumer advocacy has intensified online. A Naver forum dedicated to the issue saw over 1,000 new members join in a single day, bringing total membership to over 70,000. This platform serves as a hub for sharing experiences and organizing collective legal action, with around 600 members expressing interest in pursuing a lawsuit.
Critics argue that SK Telecom’s reservation system lacks transparency, offering little guidance on queue status and processing timelines. This has amplified stress and dissatisfaction among customers, who demand greater transparency and accountability.
Parliamentary Inquiry and Broader Implications
The Science, ICT, Broadcasting and Communications Committee of the National Assembly has announced a hearing on May 8 to address the hacking incident. SK Group Chairman Chey Tae-won is expected to testify, underscoring the issue’s significance beyond a technical failure, touching upon corporate governance and accountability.
The hearing will focus on the hacking’s specifics, SK Telecom’s response, data privacy responsibilities, and potential remedies, including contract termination fee waivers and compensation strategies.
Historical Context and Future Outlook
This incident echoes similar events, such as the 2023 KT data breach, where swift action and customer compensation helped mitigate fallout. KT’s proactive measures included issuing apologies and offering compensatory benefits, alongside engaging external security consultants to enhance future protections.
For SK Telecom, regaining trust requires a comprehensive response that addresses not just the immediate need for USIM replacements but also fortifies future security and provides clear, customer-friendly solutions like contract flexibility.
The outcome of the parliamentary hearing and SK Telecom’s subsequent actions will significantly influence consumer trust and market position. If SK Telecom can demonstrate a commitment to customer care and transparency, it could turn this crisis into an opportunity to strengthen its reputation as a responsive and responsible service provider.