iPhone 18 Pro Max can’t call or text on AT&T? Apple will replace it for free

Some iPhone 18 Pro Max owners on AT&T's network have lost cellular service. Apple confirmed to ZDNET that the issue affects "a small number of iPhone 18 Pro Max users" on AT&T, and may cause devices to lose service. Users on Reddit reported randomly losing their AT&T connection, with phones switching to SOS mode; Wi-Fi still works, but calls, texts and mobile data over the network do not.

Apple released iOS 27.0.1 earlier in the week and said it is issuing a carrier settings update. "These updates together are meant to help prevent this issue from occurring," Apple said, adding that it strongly encourages all iPhone 18 Pro Max users to update now. Because the updates are intended to prevent the problem, Apple said they will not fix devices already affected; those require a hardware replacement. Apple confirmed to ZDNET that replacements will be provided free of charge.

AT&T warned customers by text about an "important Apple Software update." "Some phones may be unable to complete calls/text/data, including to 911," the carrier said, directing users to update to iOS 27.0.1 immediately via Settings, General, Software Update. AT&T previously told ZDNET that customers who continue to experience problems should seek additional support from Apple or an AT&T store, and said it is working with Apple to make it right.

Apple said the carrier settings update will download automatically for AT&T users over the next 14 days, and can be triggered manually via Settings, General, About. Apple has not provided an exact number of affected devices, and said it has observed the issue only among iPhone 18 Pro Max users on AT&T.

Neither Apple nor AT&T has publicly explained the cause. CNET noted an iFixit teardown showing the US version uses Qualcomm's Snapdragon X80 modem, and cited a TechInsights teardown showing the iPhone 17 Pro and Pro Max use the same modem while the iPhone 18 Pro Max appears to add a new millimeter-wave antenna. Neither company has linked that antenna to the failures, and the cause remains unconfirmed.

Affected owners can contact Apple Support or AT&T, or visit an Apple Store or an AT&T location, and request a free replacement.