AT&T on iPhone 18 Pro Max issues: ‘We’re working with Apple’
In a statement shared with Woozad today, AT&T said it was “working with Apple” to resolve cellular issues with the iPhone 18 Pro Max.
“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 with the latest software available. Our top priority is ensuring customers can stay connected when they need it most, and we’re working with Apple to make it happen.”
As we reported last week, affected iPhone 18 Pro Max users are persistently or intermittently unable to connect to the AT&T network for phone calls, text messages, or data, and their devices typically go into SOS mode. The underlying cause has not been confirmed and Apple has yet to publicly comment on the matter.
Thousands of users have experienced this issue since the iPhone 18 Pro Max launched on September 18, according to threads in the Apple Support community, Reddit, Woozad forums and other online platforms.
Notably, the US version of the iPhone 18 Pro Max is the only new iPhone unveiled last month equipped with a Qualcomm cellular modem. The smaller iPhone 18 Pro and 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 whether 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 further assistance.
Yesterday, AT&T sent a text message to some customers advising them to update to iOS 27.0.1 immediately, even though this update does not appear to resolve the issues, according to comments shared by affected users.
In a purported internal email shared on Reddit today, AT&T clarified that its guidance regarding updating to iOS 27.0.1 is intended to help mitigate future impacts, but it’s 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 purported email added that customers could go to an Apple or AT&T store for a replacement device, but some customers said their warranty replacement request was denied. As this problem becomes more widespread, we hope that Apple and AT&T will work to inform employees of the problem and implement a formal process.
iPhone 18 Pro Max users should be aware that today is the last day to return the device to Apple under the company’s standard 14-day return policy in the United States, for customers who purchased or received it on launch day on September 18.
Typically, Apple is able to fix issues like these with software updates. So we hope to fix the issue in iOS 27.0.2 or later. Hardware problems are rarer, but when they do occur, Apple sometimes launches a free repair program. We will continue to provide further updates on this topic as more information becomes available.
