Apple said Friday that iPhone 18 Pro Max owners who lost cellular service on AT&T need replacement devices, because no software update can restore the $1,299 phones.
Key Points:
- Apple says iPhone 18 Pro Max units that lost AT&T service cannot be fixed with software and must be replaced.
- iOS 27.0.1 and a new carrier settings update are meant to protect phones that still work.
- The cause is undisclosed, and Apple has not said how many devices are affected.
iPhone 18 Pro Max Replacement
The company confirmed the fault in statements to technology and business media, describing an issue that can leave a phone without service and unable to make calls.
It applies to what Apple called a "small number" of users on the carrier's network.
Apple released iOS 27.0.1 earlier in the week and issued a carrier settings update Friday, saying the two together should prevent the failure on phones that still work. Neither will revive a handset that has already dropped off the network. Owners of those devices should contact Apple Support or AT&T, or visit a store run by either company, to arrange a new unit.
The carrier update will download automatically to AT&T customers' phones over the next 14 days, although users can start it manually through the General and About menus in the Settings app.
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Qualcomm Modem Questions
Apple has not disclosed the cause. U.S. versions of the iPhone 18 Pro Max use a Qualcomm Snapdragon X80 modem, while units sold in other countries, the smaller iPhone 18 Pro and the foldable iPhone Duo rely on Apple's own C2 chip. Whether that difference plays any role is unclear.
Apple says it has seen the fault only on AT&T's network, with no other iPhone models or carriers known to be affected, and not every Pro Max on the carrier has failed. AT&T said earlier Friday that the issue may affect calls, data, texts and 911 calls, adding that it is working with Apple "to make it right" and that customers should update.
AT&T Complaint Timeline
Affected phones show SOS in the status bar and are largely unusable away from Wi-Fi. Apple has given no figure, while complaints reportedly numbering in the thousands have appeared on its support forums, Reddit and other platforms.
It has also not announced a formal service program, and some owners said their warranty replacement requests were declined before Friday's statement, the same day the standard 14-day return window closed for launch-day buyers.
The phone went on sale Sept. 18 as Apple's highest-end handset apart from the forthcoming iPhone Duo, and reports of lost service were circulating within a week. AT&T texted some customers Thursday urging them to install iOS 27.0.1, although Apple's release notes for that update listed other fixes, including one for a Face ID bug.
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