Apple confirms iPhone 18 Pro Max connectivity issue affecting some AT&T customers

Apple has confirmed a connectivity issue affecting a limited number of iPhone 18 Pro Max units sold through AT&T in the United States. The problem can leave devices without mobile service, and software updates have not been able to restore connectivity on phones already affected. Apple recommends replacing the device.

AT&T warned that some affected phones may be unable to make calls, send text messages or use mobile data, including for emergency communications to 911. The issue is especially concerning for users who rely on their phones during emergencies.

The first known report appeared on Apple’s support forums on September 19, one day after the iPhone 18 Pro Max went on sale at a starting price of $1,299. By October 12, the post had received 988 “Me too” clicks, although that figure does not necessarily reflect the number of devices affected. MacRumors also reported complaints across online forums and other platforms.

How to identify the iPhone connectivity problem

The clearest warning sign is an “SOS” message appearing in the phone’s status bar where cellular signal bars would normally appear. Some users have reported intermittent signal loss, while others say their service disappears permanently. The issue can prevent calls, text messages and mobile data from working normally.

Apple says the problem affects a “small number” of iPhone 18 Pro Max users on AT&T. According to the company, no similar issue has been identified on other iPhone 18 models or among Verizon and T-Mobile customers.

Apple updates have not fixed affected devices

Apple released iOS 27.0.1 on September 28 and a carrier settings update, version 72.1, for AT&T devices on October 2. The company also began requiring iOS 27.0.1 to activate new iPhone 18 Pro Max units. Apple told Tom’s Guide that the updates are intended to help prevent the problem.

However, preventing new cases is not the same as restoring service to devices that have already lost connectivity. Apple has not identified a software procedure that can repair affected units.

On October 8, users enrolled in the iOS 27.2 beta received another carrier settings package, moving from version 72.0.2 to 72.0.3. Apple has not publicly detailed all the changes or clarified how that version relates to the 72.1 configuration released for the stable operating system.

AT&T also sent customers a text message on October 1 warning that certain phones could experience problems with calls, messages and data, including emergency communications. The carrier advised customers to update their software and said it was working with Apple to resolve the issue.

How to request a replacement

Apple advises owners of an iPhone 18 Pro Max that has already lost service to contact Apple Support or AT&T’s wireless customer service. Customers can also visit a store operated by either company for guidance on replacing the device.

Apple has not announced a formal repair program specifically for this issue or clarified whether replacement devices will incur a charge. Customers should confirm the applicable terms and retain their purchase receipts and warranty information.

The underlying technical cause also remains unclear. A teardown identified a Qualcomm Snapdragon X80 modem in the U.S. version of the iPhone 18 Pro Max, rather than Apple’s C2 chip reportedly used in other models in the family. Neither Apple nor AT&T has officially linked the modem to the connectivity failures.

Until the cause is established, owners of affected iPhone 18 Pro Max devices on AT&T should watch for the “SOS” indicator and verify whether calls work. If the phone has already lost service, Apple recommends seeking assistance for a replacement rather than relying on another software update.