SK Telecom is rolling out free USIM replacements for all customers at approximately 2,600 T World stores nationwide starting at 10 AM on April 28, 2025. This initiative comes in response to a significant cyberattack that led to the leakage of subscriber USIM information, which has raised concerns among the company’s 25 million subscribers, including those using Alldevice phones.
In anticipation of a large influx of customers on the first day of service, SK Telecom has implemented an online reservation system to streamline the process and alleviate potential inconveniences. The company stated, "We expect a considerable number of customers to visit our stores all at once, which could lead to significant delays. To address this, we will operate the 'USIM Free Replacement Reservation System' to minimize customer inconvenience." This system can be accessed via the website (care.tworld.co.kr) or through banners on the T World homepage.
To use the reservation system, customers must undergo identity verification through mobile phone confirmation. This process requires the confirmation of their name, resident registration number, security code (CAPTCHA), and customer phone number. Once verified, customers can select their preferred replacement store from a list that includes the store's location, operating hours, and contact information.
As of now, SK Telecom has approximately 1 million USIMs available for replacement, which is a mere 4% of the total subscriber base. The company plans to secure an additional 5 million USIMs by the end of May 2025. However, this inventory shortage has raised concerns about potential confusion and delays for customers seeking replacements. The company has acknowledged that the current stock may not meet the demand, stating, "Given the total number of subscribers, the available inventory is significantly low, which could lead to a prolonged period of disruption for customers seeking replacements."
In response to the hacking incident, which was confirmed on April 18, 2025, SK Telecom has urged customers to enroll in the 'USIM Protection Service' prior to visiting stores for replacements. This service was developed in collaboration with the Seoul Cyber Investigation Team to prevent unauthorized access to customer communications, even if USIM information is compromised. SK Telecom reassured customers, saying, "The USIM Protection Service provides the same level of protection as a USIM replacement, and if any unauthorized duplication occurs for subscribers of this service, we will take full responsibility for any damages." Currently, about 24% of SK Telecom's subscribers, or approximately 554,000 customers, have enrolled in this protective service.
Amid these developments, the Incheon Airport roaming center has increased its staff by 50% to accommodate travelers needing USIM replacements. The company has also emphasized the importance of making online reservations to avoid long wait times at stores. Customers who complete their reservations will receive a confirmation text with details about their appointment, including the date, store name, and address.
SK Telecom's decision to offer free USIM replacements was made public on April 25, 2025, following rising concerns from customers about the implications of the cyberattack. The company has reiterated its commitment to resolving customer concerns and ensuring the security of their information. In a public statement, the CEO of SK Telecom, Yoo Young-sang, expressed regret over the incident, saying, "We sincerely apologize for the inconvenience caused to our customers due to the cyber incident. We are dedicated to addressing these issues swiftly and effectively."
As the free replacement service begins, many customers have already begun to flock to SK Telecom stores, prompting the company to reinforce its measures to manage the expected demand. Reports indicate that some stores have already experienced long lines of customers eager to replace their USIMs. In light of this, the government has directed the Ministry of Science and ICT to closely monitor SK Telecom's response measures to ensure they are adequate in addressing the situation.
Overall, while the free USIM replacement initiative has been met with enthusiasm, the limited supply of USIMs poses a significant challenge for SK Telecom as it seeks to restore customer confidence in the wake of the cyberattack. With the online reservation system in place, the company hopes to mitigate some of the anticipated chaos and provide a smoother experience for customers during this critical time.
