Apple confirms it will replace devices that lost AT&T service due to hardware issues.Credit: Bloomberg / Contributor / Bloomberg
A hardware problem in a small number of iPhone 18 Pro Max devices has booted AT&T customers from their cell service — and may still pose issues for everyone on the carrier.
Apple confirmed the problem in an Oct. 2 statement to 9to5Mac, stating that the company had identified an issue “causing a device to lose service and be unable to make calls” and would issue a resolution to those affected.
Users have been reporting spotty connection issues — including devices stuck in data-less SOS mode — since the device’s release. Earlier this week, AT&T sent a text to customers alerting them to possible connection issues that could impact their ability to contact emergency services, 9to5Mac reported. The notification recommended updating to the latest iOS, but many customers still complained of service disruptions.
Some speculate the connection issues could be caused by the new phone’s Qualcomm modem, a standalone feature in the lineup’s U.S.-based Max model. The iPhone 18 Pro, iPhone Duo, and non-U.S. Max models use Apple’s C2 modem.
Mashable Light Speed
By clicking Sign Me Up, you confirm you are 16+ and agree to our Terms of Use and Privacy Policy.
What to do if you’ve lost service
Customers who have experienced cell connection issues may be eligible for a hardware replacement, Apple said in its statement.
Affected users should reach out to customer support at Apple or AT&T, depending on where they purchased their device. Users can also visit an Apple or AT&T store to receive assistance.
What to do if you still have AT&T service
If you’re an iPhone 18 Pro Max user who still has AT&T service, update your phone’s software ASAP. Apple told 9to5Mac that users who update to iOS 27.0.1 will be less likely to experience service disruptions, but it won’t restore service that has already been lost.
The company released an additional carrier update for AT&T customers, which will roll out automatically to devices in the next 14 days. Users can also manually update in their device’s settings menu.
Chase joined Mashable’s Social Good team in 2020, covering online stories about digital activism, climate justice, accessibility, and media representation. Her work also captures how these conversations manifest in politics, popular culture, and fandom. Sometimes she’s very funny.
