Apple: some iPhone 18 Pro Max units on AT&T lose service; affected devices replaced
In short
Apple has confirmed that a fault on AT&T’s network in the United States has left a small number of iPhone 18 Pro Max users without cellular service, unable to make calls, send texts or use mobile data. The company has released iOS 27.0.1 and an AT&T carrier settings update to stop the problem spreading, but says neither can restore devices that have already lost service — those users need a replacement handset through Apple or AT&T. Apple has not disclosed the technical cause and says no other iPhone models or carriers are affected.
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Apple has confirmed a fault on AT&T’s network in the United States that can cause some iPhone 18 Pro Max devices to lose cellular service and be unable to make calls. An Apple spokesperson said in a statement provided to Bloomberg: “We have identified an issue affecting a small number of iPhone 18 Pro Max users on the AT&T network that can cause devices to lose service and be unable to make phone calls.” [ 1 , 2 , 3 ]
To keep the problem from spreading, the company released iOS 27.0.1 earlier in the week and pushed an AT&T carrier settings update on October 2, moving the carrier configuration from 72.0.2 to 72.1. cnBeta reported that the purpose of both updates is to prevent further devices from being affected rather than to repair devices that have already failed. AT&T users will receive the carrier update automatically within the next 14 days, or can check for it under Settings, General, About This Device; Apple recommends that all iPhone 18 Pro Max users install iOS 27.0.1 immediately. [ 1 , 3 , 4 ]
For handsets that have already lost service, Apple’s guidance is that they must be replaced. Users should contact Apple support or AT&T, or go to an Apple Store or an AT&T store to have the device exchanged. cnBeta noted that many users who installed iOS 27.0.1 still saw only SOS status, and that this reflects the update’s preventive positioning. Landian reported that Apple has not published which component failed, how the repair is carried out or the terms of the replacement, and that the approach amounts to a whole-device swap. [ 1 , 2 , 3 , 4 ]
The problem has appeared since the iPhone 18 Pro Max went on sale on September 18. Affected users reported that the phone could intermittently or continuously fail to connect to AT&T, losing calls, text messages and mobile data, and some said restarting the device or reconfiguring the eSIM did not restore service — unless they were connected to Wi-Fi, GeekPark reported, citing Bloomberg. cnBeta reported that AT&T had sent text messages to some users urging them to update immediately and warning that calls, texts, data and even 911 emergency calls might not go through, and that it is not clear how many people are affected. [ 1 , 3 ]
The affected combination is specific. The US version of the iPhone 18 Pro Max uses a Qualcomm Snapdragon X80 cellular baseband, while the iPhone 18 Pro and iPhone Duo use Apple’s in-house C2 baseband, as do iPhone 18 Pro Max units sold outside the United States. Apple has not said the Qualcomm baseband is the source of the fault, and cnBeta and Landian reported no confirmed evidence of a hardware defect in the Snapdragon X80. cnBeta reported that Apple says it has found no other iPhone models or other carriers affected by the same problem, and that it remains unknown whether baseband hardware, iOS, carrier configuration, eSIM provisioning or a combination of them is responsible. [ 1 , 3 , 4 ]
Why it matters
Apple’s guidance that already-failed handsets must be replaced rather than repaired by software is unusual for a newly launched model, and Landian noted that a broad problem could be costly for the company. All four outlets describe the fault as limited to US-market iPhone 18 Pro Max units on AT&T, so the direct impact on readers elsewhere is limited for now, but the cause has not been established.
Key facts
- Apple confirmed a fault affecting a small number of iPhone 18 Pro Max users on AT&T’s network in the United States, which can cause devices to lose service and be unable to make calls. [ 1 , 2 , 3 , 4 ]
- Devices that have already lost cellular service cannot be restored by software and require a replacement handset, Apple said. [ 1 , 2 , 3 , 4 ]
- Apple released iOS 27.0.1 earlier in the week and an AT&T carrier settings update on October 2, upgrading the carrier configuration from 72.0.2 to 72.1. [ 1 , 3 , 4 ]
- The carrier settings update will download automatically for AT&T users within the next 14 days, and Apple recommends all iPhone 18 Pro Max users install iOS 27.0.1 immediately. [ 1 , 3 , 4 ]
- US-market iPhone 18 Pro Max units use a Qualcomm Snapdragon X80 cellular baseband, while the iPhone 18 Pro, the iPhone Duo and Pro Max units sold outside the US use Apple’s in-house C2 baseband. [ 1 , 3 , 4 ]
- Apple has not said the Qualcomm baseband is the cause of the fault, and the documents report no confirmed evidence of a hardware defect. [ 1 , 4 ]
- Apple said it has found no other iPhone models or other carriers affected by the same problem. [ 1 ]
- Apple has not published which component failed, the repair method or the terms of the replacement, and has not announced a separate formal service programme. [ 1 , 4 ]
Confirmed by several sources
- Apple confirmed a fault on AT&T’s network that can cause some iPhone 18 Pro Max devices to lose service and be unable to make calls. [ 1 , 2 , 3 , 4 ]
- Affected devices that have already lost cellular service must be replaced; software updates cannot restore them. [ 1 , 2 , 3 , 4 ]
- Apple released iOS 27.0.1 and an AT&T carrier settings update to prevent the problem from spreading, not to repair already-failed devices. [ 1 , 3 , 4 ]
- The AT&T carrier settings update will be delivered automatically within 14 days. [ 1 , 3 , 4 ]
- US-market iPhone 18 Pro Max units use a Qualcomm baseband, while other new iPhone models and non-US Pro Max units use Apple’s C2 baseband. [ 1 , 3 , 4 ]
- The technical cause has not been disclosed and no evidence has been presented that the Qualcomm modem is the source. [ 1 , 4 ]
Still unclear
- How many users are affected. Apple described the number as small or a few, and GeekPark, citing Bloomberg, said it was not clear how many people have the problem; no figures appear in the documents.
- What actually caused the failures. Apple has not given a technical cause; cnBeta and Landian say it is unknown whether baseband hardware, iOS, carrier configuration, eSIM setup or a combination is responsible, and no evidence has confirmed a Snapdragon X80 hardware defect.
- Whether Apple will issue a formal repair or service programme and on what terms. cnBeta reports Apple has not announced a separate official service plan, and Landian says the failed component, repair method and replacement policy details have not been published.
- Whether the problem will reach other models or carriers. Apple says it has found no other iPhone model or carrier affected, but this is stated only in cnBeta’s account of Apple’s position and the underlying cause remains unestablished.
What local media are saying
Timeline, local time
- September 18: the iPhone 18 Pro Max goes on sale; reports of loss of AT&T service begin to appear after launch. [ 1 ]
- October 2: Apple releases an AT&T carrier settings update, version 72.1, after issuing iOS 27.0.1 earlier in the week. [ 1 ]
- cnBeta reports that Apple has confirmed the fault and that affected units must be replaced. [ 1 ]
- 36Kr publishes a short summary of Apple’s confirmation. [ 2 ]
- GeekPark’s morning roundup relays Bloomberg’s report and Apple’s statement on the fault. [ 3 ]
- Landian reports the fault and Apple’s replacement guidance. [ 4 ]