AT&T on iPhone 18 Pro Max Issues: 'We Are Working With Apple'
In a statement shared with MacRumors today, AT&T said it is "working with Apple" to resolve iPhone 18 Pro Max cellular issues.
"Apple has released a software update to address an issue that may affect calls, data, texts, and 911 calls on a small number of Apple iPhone 18 Pro Max phones," an AT&T spokesperson said. "AT&T customers with an iPhone 18 Pro Max should update their phones now to the latest available software. Our top priority is ensuring customers can stay connected when they need it most, and we are working with Apple to make it right."
As we reported last week, affected iPhone 18 Pro Max users are unable to connect to the AT&T network for phone calls, text messages, or data either persistently or intermittently, and their devices typically enter SOS mode as a result. The underlying cause has not been confirmed, and Apple has yet to publicly comment on the matter.
Thousands of users have experienced this problem since the iPhone 18 Pro Max launched on September 18, according to discussion threads across the Apple Support Community, Reddit, MacRumors Forums, and other online platforms.
Notably, the U.S. version of the iPhone 18 Pro Max is the only new iPhone unveiled last month that is equipped with a Qualcomm cellular modem. The smaller iPhone 18 Pro and the iPhone Duo are equipped with Apple's C2 modem worldwide, as is the iPhone 18 Pro Max in all other countries. However, it is unclear if this is a contributing factor.
AT&T said iPhone 18 Pro Max users who have experienced or continue to experience issues can return to an Apple or AT&T store for additional support.
Yesterday, AT&T sent a text message to some customers advising them to update to iOS 27.0.1 immediately, even though that update does not appear to resolve the issues, according to comments shared by affected users.
In an alleged internal email shared on Reddit today, AT&T clarified that its guidance about updating to iOS 27.0.1 is meant to help mitigate future impacts, but it is unclear if or how the update actually helps. Apple's release notes for iOS 27.0.1 only mentioned fixes for other bugs, including a Face ID issue affecting iPhone 18 Pro models.
The alleged email added that customers can visit an Apple or AT&T store for a replacement device, but some customers said their request for a replacement under warranty was declined. With this issue becoming more widespread, hopefully Apple and AT&T are working to inform employees about the issue and implement a formal process.
iPhone 18 Pro Max users should be aware that today is the final day to return the device to Apple under the company's standard 14-day return policy in the U.S., for customers who purchased or received it on September 18 launch day.
Typically, Apple is able to address issues like these with software updates, so hopefully it will be able to fix the issue in iOS 27.0.2 or later. Hardware issues are more rare, but when they do happen, Apple sometimes launches a free repair program. We will continue to provide further updates on this topic as more information becomes available.