Apple has confirmed a cellular service issue affecting a small number of AT&T iPhone 18 Pro Max users, requiring device replacements for those already impacted.
Software Updates Fail to Fix Existing Issues
Apple released iOS 27.0.1 and a carrier settings update to prevent the issue from affecting new users, but the company confirmed that devices already experiencing service loss will require hardware replacement. We released iOS 27.0.1 earlier this week and strongly encourage all iPhone 18 Pro Max users to update now,
Apple stated in a statement to 9to5Mac. These updates together are meant to help prevent this issue from occurring.
Despite the updates, some users reported persistent problems. The carrier also sent a message to customers urging them to update to iOS 27.0.1 immediately, warning that some phones might be unable to complete calls, texts, or data, including 911.
Technical Differences May Explain the Issue
The issue appears to be linked to the iPhone 18 Pro Max’s Qualcomm modem, which is used in the U.S. model. In contrast, the iPhone 18 Pro, which uses Apple’s C2 modem, is unaffected by the AT&T connectivity problems.
Apple’s statement to 9to5Mac noted that the carrier settings update will download automatically over the next 14 days but can be manually triggered via Settings > General > About. However, the update does not restore service to devices that have already lost connectivity. Users are advised to contact Apple Support or visit an Apple Store for replacements.
User Experiences Highlight Frustration
Some users who visited Apple Stores reported receiving replacement devices after experiencing the issue. I spent over two hours talking to AT&T support this morning, with each minute becoming more infuriating,
she said. AT&T’s statement emphasized its collaboration with Apple, saying, Our top priority is ensuring customers can stay connected when they need it most.
Users are facing a complex process to resolve service disruptions.
Uncertainties Remain About Scope and Cause
Apple and AT&T have not disclosed the exact number of affected users or the root cause of the issue. Bloomberg reported that the $1,299 iPhone 18 Pro Max, which launched two weeks prior, is Apple’s highest-end model outside its forthcoming foldable.
Users experiencing the issue are advised to contact both Apple and AT&T for assistance. The challenges of integrating new hardware with carrier networks, as well as the reliance on software updates to mitigate hardware-related flaws, are highlighted. For now, affected users face a mix of technical fixes and physical replacements to restore service.