Apple to Replace iPhone 18 Pro Max Units Free After AT&T Service Failures

Apple told ZDNet that the issue affects "a small number of iPhone 18 Pro Max users" on AT&T's network and may cause their devices to lose service. The company said it released iOS 27.0.1 earlier this week and is also issuing a carrier settings update, adding that the two updates together "are meant to help prevent this issue from occurring." Because the fixes are designed as prevention, they will not restore phones that have already dropped off the network. Those devices require a hardware replacement, which Apple says it will provide at no cost.

Complaints surfaced about two weeks ago, when iPhone 18 Pro Max owners on AT&T reported randomly losing their connection, with handsets switching into SOS mode. Wi-Fi continued to work, but users could not place calls, send texts or use cellular data. AT&T initially directed customers to install iOS 27.0.1 "immediately," warning that the problem could prevent calls to 911. The carrier then sent a text message pointing to an "important Apple Software update" and repeating the instruction to update through Settings, General, Software Update. ZDNet reported that many of the accounts came from users posting on Reddit.

For phones that still work, Apple recommends installing iOS 27.0.1 and then the carrier settings update. According to Apple, the carrier update will download automatically for AT&T users over the next 14 days, and can be pulled manually from Settings, About. AT&T is urging the same two steps.

Owners whose iPhone 18 Pro Max has already lost AT&T service should contact Apple Support or AT&T, or visit an Apple Store or an AT&T location, according to Apple's guidance. The company says customers should explain that they have an iPhone 18 Pro Max on AT&T that has lost service, mention whether iOS 27.0.1 and the carrier settings update were installed, and then request the free replacement.

Neither Apple nor AT&T has publicly explained what causes the failures, and the exact number of affected devices has not been disclosed. Apple says it has observed the problem only among iPhone 18 Pro Max users on AT&T. ZDNet noted that a recent iFixit teardown shows the US version of the phone uses Qualcomm's Snapdragon X80 modem, while a TechInsights teardown cited by CNET shows the iPhone 17 Pro and Pro Max use the same modem and the iPhone 18 Pro Max appears to add a new millimeter-wave antenna. Neither company has linked that antenna to the service failures, and the cause remains unconfirmed.

AT&T previously told ZDNet that customers who continue to experience problems should seek additional support from Apple or an AT&T store. "Our top priority is ensuring customers can stay connected when they need it most, and we are working with Apple to make it right," the carrier said.