SK Telecom Launches Free USIM Exchange Amid Hacking Crisis

In a significant response to a recent hacking incident that compromised user information, SK Telecom is set to launch a nationwide free USIM exchange program starting at 10 AM on April 28, 2025. This initiative comes as the company aims to reassure its 23 million subscribers and address growing concerns over data security.

On April 27, 2025, SK Telecom posted notices at its headquarters in Seoul about the depletion of USIM stock, indicating the urgency of the situation. The company, in collaboration with the Ministry of Science and ICT, has implemented several measures to mitigate the impact on affected customers. These include a commitment to provide 100% compensation for any damages incurred by subscribers of the newly introduced USIM protection service, which was developed in partnership with the Seoul Metropolitan Police Agency's Cyber Investigation Division back in 2023.

As of 6 PM on April 27, approximately 5.54 million SK Telecom subscribers—about 24% of the total customer base—had signed up for the USIM protection service. This service is designed to prevent unauthorized access and replication of user information, effectively serving as a safeguard against identity theft and fraud. SK Telecom emphasized that enrolling in this service offers the same protective benefits as physically exchanging a USIM.

However, the situation has escalated quickly. By the morning of April 28, reports indicated that the expected wait time to sign up for the USIM protection service had exceeded 49 hours, with over 170,000 users attempting to access the service simultaneously. This overwhelming demand has led to significant inventory shortages at many stores, forcing some locations to only accept reservations for USIM exchanges.

"We kindly ask our customers to register for the USIM protection service, which can be done easily anytime, anywhere. This service can help prevent hacking damages, and if any issues arise, SK Telecom will take full responsibility," the company stated in a public announcement. Despite these assurances, many customers have expressed frustration over the difficulties faced in accessing both the USIM exchange and the protection service. One subscriber, identified as a 34-year-old named Moon, lamented, "I tried to enroll in the service because the company said it would keep me safe, but now I'm finding it hard to even get through to sign up. The long wait times are making me anxious about the hacking risks."

In preparation for the influx of customers, SK Telecom has secured around 1 million USIM cards and plans to acquire an additional 5 million by the end of May 2025. This is crucial as the total number of customers eligible for the USIM exchange includes not only SK Telecom subscribers but also 1.87 million subscribers using the company's network through budget carriers, bringing the total to approximately 25 million.

To further alleviate concerns, SK Telecom has also announced that it will enhance the USIM protection service to allow its use during overseas roaming by mid-May 2025. Currently, customers traveling abroad cannot utilize the protection service, which has raised additional concerns about potential unauthorized usage while overseas.

As part of its strategy, SK Telecom is also increasing support at major airport roaming centers, particularly at Incheon International Airport, where staff will be increased by 50% to assist travelers needing USIM exchanges. This initiative aims to prevent any potential issues for customers who might face unauthorized usage of their USIMs while abroad.

In light of the ongoing investigation into the hacking incident, the Ministry of Science and ICT is working alongside SK Telecom to ensure transparency throughout the process. The ministry has pledged to conduct a thorough investigation into the causes of the hacking incident and to report the findings to the public.

As the situation continues to develop, SK Telecom is urging customers to remain patient and to utilize the online reservation system for USIM exchanges to minimize wait times at physical locations. The company has reiterated its commitment to customer safety and satisfaction, promising that it will do everything possible to resolve the current issues swiftly and effectively.

While the immediate response to the hacking incident has been met with mixed reactions, with many customers appreciating the proactive measures taken, others remain concerned about the execution and availability of services. The coming days will be crucial for SK Telecom as it navigates this challenging situation and works to restore customer confidence in its services.