Apple has confirmed that a hardware defect affecting a small subset of iPhone 18 Pro Max devices can cause the phones to lose cellular service and become unable to place calls. The issue, first reported by users after the phone’s launch, appears to affect customers on the AT&T network and may have broader implications for all AT&T subscribers using the model.
Problem details and carrier response
In a statement to 9to5Mac dated Oct. 2, Apple acknowledged that it had identified “an issue causing a device to lose service and be unable to make calls.” The company said it would provide a resolution for affected users. Since the iPhone 18 Pro Max’s release, owners have reported intermittent connectivity, including instances where the phone becomes stuck in a data‑less SOS mode that prevents normal calls and data usage.
AT&T responded earlier this week by sending a text alert to its customers warning of possible connection problems that could hinder access to emergency services. The carrier’s notification advised users to update to the latest iOS version, but many recipients continued to experience service disruptions despite following the recommendation.
Potential cause and technical speculation
Industry observers have speculated that the connectivity issues may be linked to the new Qualcomm modem installed exclusively in the U.S. version of the iPhone 18 Pro Max. The same modem is not present in the iPhone 18 Pro, iPhone Duo, or the non‑U.S. Max models, which instead rely on Apple’s in‑house C2 modem. While this theory has not been confirmed by Apple, it highlights a possible hardware divergence between the U.S. Max model and its global counterparts.
What affected users should do
Apple indicated that customers who have lost service may be eligible for a hardware replacement. Affected owners are instructed to contact Apple support or AT&T, depending on where the device was purchased. In‑person assistance is also available at Apple retail locations and AT&T stores.
For iPhone 18 Pro Max owners who have not yet lost service, Apple recommends updating the phone’s software as soon as possible. According to the company, devices running iOS 27.0.1 are less likely to encounter the service‑related bug, although the update will not restore service that has already been lost.
In addition to the iOS update, Apple has released a carrier‑specific update for AT&T customers. The update is scheduled to roll out automatically over the next 14 days, but users can also trigger the installation manually through the Settings menu.
Next steps and outlook
While Apple’s statement assures that a resolution is forthcoming, the precise timeline for hardware replacements has not been disclosed. Customers are urged to monitor their device’s software version and to verify that the carrier update has been applied. Those who continue to experience problems after updating should pursue the replacement pathway outlined by Apple.
The situation underscores the challenges that can arise when new hardware components are introduced in flagship smartphones. As Apple works to address the defect, AT&T customers are advised to stay informed through official carrier communications and to act promptly on any software updates that become available.
Norman Pearlstine is the Executive Editor and Co-Founder at News Raise. With over two decades of experience across financial journalism, corporate governance, and market analysis, Norman leads the editorial direction and ensures strict adherence to journalistic accuracy and ethics.
