Carriers are evolving as is the technology they use. We’ve gone from SIM cards to mini, to micro to nano-SIM technology. That can’t get any smaller without being impractical, so now we have eSIM connections. If the SMS received by some Telstra users is an indication though, this is not without potential faults.
We’ve identified a software issue that could impact calls to emergency services (000) on your Google Pixel. If you’ve deleted the eSIM profile associated with this device and don’t have a physical SIM card inserted, you’ll be unable to make calls to emergency services (000) in 4G only areas.
We’re going to send a free SIM card to the delivery address we have on file for you. There could be some delivery delays due to COVID-19. You should activate the SIM and insert it into your device and keep it inserted until we advise you that the issue has been fixed.
Instructions on how to activate your SIM at telstra.com.au/prepaidactivation
It’s unclear at this time if this is an issue with the implementation of eSIM at Telstra, the setup of their towers for eSIM connection, the Pixel 4 specifically or the eSIM technology. It’s also unclear to us why you would delete the eSIM profile without another SIM to connect to. The Pixel 4 allows users to delete the eSIM profile easily, but it’s unlikely to be by accident though. Particularly as you have the option when factory resetting the device, whether or not to delete the eSIM profile.
It’s great to see that the carrier has identified the issue, found a workaround and begun to implement it with their customers. We’ve contacted Telstra for further comment and will post an update should any further information become available.
Thanks to our reader — who wished to remain anonymous — for the tip.