On April 28, as SK Telecom began offering free SIM (USIM) replacements following the data breach of subscriber information, a customer at an SKT retail store in Seoul protests, demanding better notification of “inventory status” after SIM cards quickly ran out. (Yonhap)
SEOUL, April 28 (Korea Bizwire) — In a country where mobile connectivity is as vital as the air people breathe, a hacking scandal at SK Telecom, South Korea’s largest wireless carrier, has shaken public trust — and the sense of security that underpins daily life.
Nearly ten days have passed since the breach was first detected, exposing the SIM (USIM) data of some 25 million users, including subscribers to smaller carriers that lease SK Telecom’s network.
Yet the details — how the hack occurred, what was stolen, who was affected — remain elusive, fueling growing unease in a nation where nearly every aspect of life is tied to mobile identity.
Inside stores, the uncertainty takes physical form. On Monday morning, long lines snaked outside more than 2,600 T World outlets across the country, as SK Telecom launched a free SIM replacement service. It was not enough. Within hours, the limited stock was depleted, leaving frustrated customers to leave empty-handed, muttering their discontent.
The company had prepared only 1 million SIM cards for May, with plans to secure another 5 million by June. For now, a SIM scarcity looms — an unsettling prospect when digital security feels newly fragile.
Customers queue at an SK Telecom retail store in Seoul on April 28, seeking free SIM replacements after a major hacking incident compromised subscriber information. (Yonhap)
At some smaller retail outlets, desperation turned into controversy. To protect inventory for new activations, some dealers reportedly refused to process SIM swaps for existing customers. “They told me I could only get a new SIM if I was opening a new line,” said Mr. Jung, who had queued early Saturday morning at a store in Seoul’s Dongjak District. “But isn’t loyalty worth protecting first?”
SK Telecom tried to ease the rush by launching an online reservation system for SIM replacements. It too faltered. By Monday afternoon, overwhelmed by demand, the platform struggled to function. Text message authentication codes never arrived. Screens froze. And for older customers — less fluent in digital processes — the frustration compounded.
The confusion has not gone unnoticed by criminals. Phishing scams, masquerading as urgent SK Telecom notifications, are proliferating, further preying on the shaken confidence of the public.
Inside SK Telecom’s headquarters, the mood is equally tense. On Monday, CEO Yoo Young-sang convened a town hall meeting with employees to discuss the cyber breach.
The company announced a new idea: a software-based security reset that would replicate the protective effects of a physical SIM swap — a digital alternative that, SK Telecom said, could offer relief amid the logistical bottleneck.
Skepticism lingers. With the nature of the breach still cloaked in secrecy, many doubt whether software patches can truly soothe fears of deeper vulnerabilities. “Trust is broken,” one industry analyst said. “It’s not just about fixing the system. It’s about showing people they are safe.”
South Korea’s largest tech firms are not waiting for assurances. Samsung Electronics, Kakao, Naver, NCSoft, and Netmarble have all instructed employees to replace their SK Telecom SIM cards immediately, sparking a silent exodus that underscores how deeply the damage has penetrated corporate corridors.
Some had hoped the rise of eSIMs — digital SIMs embedded in newer devices — might offer an escape route. But adoption remains limited to newer models, and for millions of users, a physical swap remains the only option.
Compounding the frustration, SK Telecom’s touted “SIM protection service,” which was intended to safeguard accounts, has been plagued by technical issues, leading customers to demand a simpler, automatic application. The company pushed back, insisting that customer consent remains a legal and practical necessity.
In the absence of clear answers, the vacuum has been filled by rumor, disinformation — and fear. “The longer this drags on without transparency, the greater the collateral damage,” warned a telecommunications executive.
Government officials have said a full investigation could take up to two months. But with the public mood turning volatile, many believe SK Telecom and regulators alike have far less time to restore a fragile trust that now hangs in the balance.
M. H. Lee (mhlee@koreabizwire.com)
