Some AT&T customers with new iPhone 18 Pro Max smartphones will need to have their devices replaced.
Last week, Apple confirmed a “small number” of iPhone 18 Pro Max smartphones lost cellular service on the AT&T network. The phone, which starts at $1,299, began hitting stores Sept. 18. Apple says owners on other networks have not been affected.
Those affected were unable to make phone calls, send text messages or use data, and their devices entered SOS mode, according to reports by MacRumors and 9to5Mac.
In response, Apple released the iOS 27.0.1 software update and a carrier settings update, intended to prevent the issue from occurring on other AT&T iPhone 18 Pro Max devices. The iPhone 18 Pro, released at the same time, has not had the issue, and iPhone 18 Pro Max devices on Verizon or T-Mobile have not been affected.
AT&T urged customers with iPhone 18 Pro Max phones to update their devices to address an issue that could affect calls, data, texts and 911 calls on a small number of phones, the carrier said. “Our top priority is ensuring customers can stay connected when they need it most, and we are working with Apple to make it right,” AT&T said.
What the iOS Update Fixes
The iOS 27.0.1 update is meant to prevent future service problems for iPhone 18 Pro Max users, Apple says. It also addresses other bugs on iPhone 18 Pro and Pro Max devices, including unexpected restarts when Face ID fails to authenticate and a color artifact in some photos taken at 2x zoom under certain lighting conditions.
The update also fixes a bug that could make the touchscreen unresponsive when users open Notification Center and Control Center at the same time. The carrier settings update is intended to prevent the cellular issue on devices that are still working properly.
Neither Apple nor AT&T has said how many customers were affected. MacRumors reported that thousands of users had complained about the issue on Apple’s Support Community and elsewhere.
What AT&T Customers Should Do
If you have an iPhone 18 Pro Max on AT&T, install iOS 27.0.1 by going to Settings > General > Software Update.
The carrier settings update is expected to download automatically within 14 days. To check for it manually, go to Settings > General > About.
If your phone will not connect to AT&T, Apple says the software update will not reactivate it. Contact Apple Support or AT&T wireless support, or visit an Apple Store or AT&T store to discuss getting a replacement.
Apple says it has not determined the cause of the problem. The company has dealt with other iPhone issues in the past: In 2024, a small percentage of iPhone 14 Plus devices had problems showing previews when using the rear camera, Macworld reported. In 2021, some iPhone 12 and iPhone 12 Pro phones had sound issues during calls, Mashable reported.
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