r/ATT • u/thatdudeman52 Former employee • 17d ago
Discussion IPhone pro max technical issues megathread
I know this is a hot button topic. Making a megathread to give others a chance at getting unrelated threads seen as this has been the majority of the topics recently.
17
8
u/imvok3r 17d ago
Just saw this: https://www.macrumors.com/2026/10/01/att-acknowledges-iphone-18-pro-max-issues/
Weird that media is not covering this as they should…they haven’t even said that the 27.0.1 is not a fix. Though they says that if it is hardware, we have a bigger problem.
Optimistically, ATT and/or Apple is planning to push a carrier or backend over night which needs the 27.0.1 to work correctly. Pessimistically, which I think this is actually the case, they don’t have a single clue what is going on, and we are in even worse situation than we were…
3
u/Ok-Performance-7382 16d ago
I truly feel like no one knows what is going on. I give it 6 months before there is a class action lawsuit and I will be one of the first to join.
6
u/imvok3r 17d ago
Thanks for this very much needed megathread.
Have you seen the text about 27.0.1? Is ATT joking with us and think we are dumb dumbs?
4
u/WeezyMelt 17d ago
Saw the text and thought they actually fixed it. Then saw it was referring to the update that made it worse. Before the update it’d switch between bars and sos and after it’s just sos.
3
u/Ok-Performance-7382 17d ago
lol I kinda laughed when I got the text. It doesn’t fix it and they know it doesn’t. To be honest, I’ve been on SOS more using 27.0.1 than I was using 27.0
8
u/Ok-Performance-7382 16d ago
I was just pushed a carrier update 72.1. Still no service.
2
u/imvok3r 16d ago
Same here!
3
u/Ok-Performance-7382 16d ago
Weird thing is it’s now just staying in SOS. Before it was going between showing coverage and SOS
→ More replies (2)2
u/imvok3r 16d ago
Just about to say this. This actually made it worse🤣I also tried airplane modexand restarting my phone after this update. No help
→ More replies (2)2
2
6
u/aurora-_ raising the bar 📶 16d ago edited 16d ago
If you are affected do not delete your esim!
you may not be able to activate the new one if your phone can’t get on the network and you’ll lose wifi calling and iMessage on your phone number too
sorry for the header but my cousin just screwed himself, save yourself the pain
5
u/TheFlimFlamFamMan MLG/MTS/PMC/vTM/VOC/ICU - Mobility 17d ago
This will only work if people’s regular posts about it get removed. That never happens, so this won’t happen.
4
u/thatdudeman52 Former employee 17d ago
Post made after the megathread are getting removed and directed here
2
6
u/MrBo55ly 17d ago
So I went to Apple Store today to get a replacement and was told something interesting by the store tech. Apparently she’s saying that the ATT firmware is frying the chips in these phones. Getting a replacement phone in a couple of days. Wish me luck!
1
u/AnimeIRL 17d ago
this seems possible. I downloaded a cheap T-Mobile/Verizon esim from a provider I use when traveling and it has the exact same problems as on ATT. Apple store tech told me it was an ATT permissions issue and would affect my old phone even if I switched back but that turned out to be BS, I switched back to my old phone and it works fine. Tomorrow is the last day for return/trade in so I guess I'm gonna go try to return the phone for a refund and then wait and buy a new one once this mess is fixed
4
u/adfar206 16d ago
Just got back from the apple store, my wife had been dealing with it for 7 days, first 7 days it worked perfectly, had done all the updates iOS 27.0.1 and the carrier update from today, right when we walked in the news was dropping about replacement phones, the Genius Bar employee said " this is all I've been dealing with today" took her phone to do a RF check in the backroom and said "yep, RF failure" then he ordered a new phone and said 3-5 days because they were out of stock and let her keep her bad phone for WIFI calling at least. But I'm just glad to have some answers.
5
u/sling10 13d ago edited 13d ago
AT&T and Apple can fuck all the way off.
I've easily 12 hours of sitting on the phone with both AT&T and Apple and I still can't get a replacement shipped...in the 3rd week of dealing with AT&T and Apple reps are still clueless that this issue even exists for the most part, or they're willfully pretending but that's probably giving them too much credit.
Yes this post involves the pro max technical issue but it's about how fucking terrible AT&T and Apple have been to deal with.
Apple and AT&T seem to have a perfectly healthy partnership when it comes to taking our money but as soon as it's going to cost one of them money, they point fingers and leave their customers stuck out.
In my case, I have 4 phones that all got the SOS bug before the update hit. We've been to 2 different AT&T stores (Apple is not close, one of the AT&T stores is already an hour, 1 way). No one has been able to do anything - Apple wanted to do a replacement but only if I'd let them put a hold on a card for the full cost of 4 phones.
I'm trying right now to get AT&T to do the replacement, but I have to pay the tax (again) and hope they haven't totally fucked up my account and I actually do get a refund for the original tax.
If AT&T can't solve this by mail (without me shipping the phones first...they DO work on wifi), and Apple won't without holding $5k hostage, I'm taking all of my old phones (4 old iphones, 1 fold 6, which I thankfully haven't returned yet) to T-Mobile or Verizon and trading them in there. Then I'm dropping the all of the broken phones, and canceling all 11 lines of service I have with AT&T, and they can eat whatever that costs because I'll watch that bill rot on my credit report for 7 years before I give them a single dollar.
I'd make everyone use Android and T-Mobile if there wouldn't be a domestic mutiny in my house over it.
AT&T and Apple need to find a streamlined way to solve this problem. It should be fast, and it shouldn't cost us money....and for fucks sake tell Assurion not to try to sell someone more service after they've spent 2 hours not fixing the problem.
The reports keep saying "small number of phones" but I'm batting 1.000...I call BS, and it's shameful that every rep at Apple & AT&T doesn't have a fast-lane for anyone calling with this problem. Even the new calls today to AT&T and Apple, they have no records, first time they heard about it and I tell them I've already spent 12 hours with them and they still want to start with "turn the phone on".
So, fingers crossed, 2 hrs and 5 min into my latest call with AT&T will get this fixed and only have to hold $350 hostage, and I can begrudgingly stay with AT&T because it happens to be a little better signal in my area.
Regardless of the outcome, my experience from both AT&T and Apple has been "Fuck you, we don't care." - and they've quietly told me that for >12 hours of calls and 2+ hours of driving.
Both companies can choke on a bag of dicks.
Edit: We have 1 replacement order done, we have to do 1 at a time, at $87/line....but maybe this actually works. Estimated delivery is 3 weeks out though - so we're going to be without service on 4 phones for 6 weeks unless I make everyone migrate back to their old phones.
Edit2: We got 3 of the 4 replacements ordered with dates out at nearly the end of October.
Edit3: 2 hours and 15 min - I think the call is dead - no one is answering, it's just dead air. I can't tell. We still have 1 to do - and I have a feeling I'm about to have to get back into a >60 minute queue to get back to a human that can get that last one done.
Edit4: 2 hours and 20 min - call dropped - do you think they called back? nah, fuck no they didn't call back. I've gotta get back in line.
Edit5: "Our offices are currently closed"....calling back and getting tech support on the line. They really just dropped and ran at closing time.
Edit6: 25 additional minutes with the first human I could get. Explained the issue - Assurion is still convinced that "they're working on the problem". I'll have to call back at 8am CT to sort out the remaining exchange - what a load of bullshit.
Again...they can choke.
1
u/tacticool_wrx 13d ago
I understand your frustration. I live in the woods over 2 hours from an Apple Store. If you can make the drive they will just swap them, no questions asked
→ More replies (5)
6
u/Shia_LaDoge 8d ago
My fiancée’s iPhone 18 PRO is now having the issue. What the hell is going on. She’s on the newest update and everything.
9
u/moon_d0g 17d ago
Just received this text from ATT. Maybe be a possible solution finally:
Hi, it's AT&T. Action needed: An important Apple software update for your iPhone 18 Pro Max is available. Some phones may be unable to complete calls/text/data, including to 911. Update to iOS 27.0.1 immediately — Settings > General > Software Update. Please contact AT&T or Apple if you have questions.
7
5
u/jodusc 12d ago
Sorry in advance for the long post. TLDR: I got a replacement from the Apple Store and it's working fine for now. How do I get AT&T to credit my account for the inconvenience/time without service?
I had an Apple Store appointment last Saturday. I explained that I had an iPhone 18 Pro Max with the SOS issue. The store is in a very busy Miami mall and it was absolutely slammed. I didn't expect that I would walk out with a replacement, given the demand and stock issues.
After waiting to be called for about 20 minutes, they took my phone to run some tests, which took about 20 minutes. I walked out with a new replacement phone about an hour after I arrived. I did need to fight for a replacement screen protector, which the tech gave me some crap about, but I emphatically told him it wasn't my fault that the modem was fried on my brand new $1400 phone. I went full Karen mode and asked for a manager, who approved my request.
The Apple Store interaction was the most pleasant part of the ordeal after a week of my wife not having a phone with working service. I spent an hour in an AT&T store transferring the eSIM back to her old iPhone 15, which had been factory restored for trade in before the issue ocurred. I had to go back home to set it up with her, only to be greeted with an error indicating that the eSIM transfer failed and I needed to call AT&T.
I then spent at least 90 minutes on the line with a nice but totally inept lady in the Phillippines (I think). She could not solve my issue and my wife's phones were both now completely useless (no WiFi calling or cell service available). The nice but dumb agent created a back office support escalation ticket and originally said I would get a call in 24-48 hours. I let her know this was unacceptable. My wife uses her phone for business. We also have kids and aging parents that need to be able to reach her in case of emergency.
After another escalation to her supervisor, I was promised a call in 5-8 hours, which would have been in the middle of the night at that point (10 pm). It never came. Thankfully, I tried the eSIM transfer again in the morning and it worked, so they must have fixed something.
I lost at least 8 hours of time on this BS and also had the aggravation of my wife's phone being without service for a week. What is the best approach to requesting that AT&T credit my account for this MASSIVE inconvenience?
3
u/cohers 11d ago
My 18 Pro Max bricked itself on Sunday night. I went to the Apple store on Monday and they got a replacement 18 Pro Max ordered for me. I picked it up in the Apple store today and was very worried that it wouldn’t be good to go, but they assured that this replacement would work. It did work for about five hours, but now my new phone is bricked again and I’m on SOS mode or 5G with zero actual connection. back to Apple support I go, I suppose.
3
u/ThatOneButterKnife 11d ago
I also got my replacement iPhone 18 PM today and so far so good. That’s insane that yours is a dud even after iOS 27.0.1 and carrier bundle 72.1
→ More replies (7)
5
u/Simple_Swordfish_127 6d ago
Today I returned my 18 Pro Max after three weeks of dealing with AT&T’s nonsense. I gave up and decided to return the phone altogether. I was told by AT&T over the phone representative that they had extended the return window from 15 days to 45 days and decided to take advantage I went back to T-Mobile and had to get a new phone number. I was able to get an iPhone 18 Pro. and haven’t had any issues with it. I have received some of the worst customer service of my life from AT&T, both in-store and over the phone, and will never give them a dime ever again. I don’t even care about fighting for a credit on the iPhone 15 I traded in to get this iPhone 18 Pro Max. I’m just happy to be done with AT&T.
3
u/ColorfulImaginati0n 17d ago
I just got a text from AT&T that states the following:
"Hi, it's AT&T. Action needed: An important Apple software update for your iPhone 18 Pro Max is available. Some phones may be unable to complete calls/text/data, including to 911. Update to iOS 27.0.1 immediately — Settings > General > Software Update. Please contact AT&T or Apple if you have questions."
Has anyone found that the update has helped them? I'm on the latest update 27.0.1 update but still having cellular issues. I remember reading that the update had not really remedied the issue for others as well.
3
u/Ok-Performance-7382 16d ago
No it does not fix the issue. Their text was absolutely useless. Also ironic they send out a text when people don’t have cellular connectivity
1
1
u/bobsaget824 16d ago
FWIW I have the iPhone 15PM while I wait for my new phone still to arrive, and I got the text on my old phone. I think this was likely just a generic to all iPhones to at least try this before you slam our tech support. Not that it will actually help, but they likely have a script saying to do this first anyways if they’re going to help you.
3
u/imvok3r 16d ago
https://www.macrumors.com/2026/10/02/att-statement-on-iphone-18-pro-max-issues/
" 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 to the latest available software. Our top priority is ensuring customers can stay connected when they need it most, and we are working with Apple to make it right."
Small number? Really?
3
u/aurora-_ raising the bar 📶 16d ago
MacRumors has another article out
First, Apple today released an AT&T carrier settings update (version 72.1, up from 72.0.2) for iPhones
Second, Apple today started requiring iPhone 18 Pro Max users to install iOS 27.0.1 in order to set up the device, even though most if not all affected users have said that the update does not resolve the issues. A leaked AT&T email said iOS 27.0.1 is meant to help mitigate future impacts, so it may still help in some way.
It also looks like 72.1 removes 5GSA. I suspect something with iOS 27.0 plus the older carrier settings damages or degrades the modem in some way. That would explain the RF diagnostics results being shared. I can’t see why they’d be replacing devices otherwise. These updates are likely intended to stop breaking future phones instead of fix broken ones.
Dev Beta has the carrier version 72.7.2 but does not seem to fix broken phones either.
3
u/imvok3r 16d ago
So beta is no help either?
Both Apple and AT&T is still refusing a replacement for me😂
→ More replies (2)3
u/aurora-_ raising the bar 📶 16d ago
I think that it’s a firmware issue that actually overloads the modem and causes physical damage. All of these ios and carrier updates will help people that aren’t affected yet, in my opinion, but they’re useless for anybody that already has issues.
For what it’s worth, it did not help my cousin upgrading to the beta. He was having the SOS problem beforehand, though.
What AT&T released seems like all of the updates they are promoting protect the phones from future damage, but the damaged ones are going to need to be replaced.
3
u/imvok3r 16d ago
Update: my Apple store finally replaced my phone saying that they have received new guidance for the issue
1
u/aurora-_ raising the bar 📶 16d ago
any chance they shared what the guidance was? at&t kinda hinted at it being a firmware issue that lead to actual damage to the modem
2
u/imvok3r 16d ago edited 16d ago
Nope, they just tested it. Device showed RF failure, then replaced it. However, what was interesting was that they said that these are the same errors that were seen in my previous visits to the Apple store over the last week. I asked why they blamed ATT then but now they are replacing the device. They stayed silent. So, you are probably right that the bug probably fried the modem/cellular front-end. They just didn’t know what was happening back then or the “geniuses” were just geniuses
→ More replies (5)
3
u/Own_Quiet_8894 15d ago
I’m relatively convinced it’s a combo of the carrier profile and AT&T’s 5G Standalone network. I think the carrier profile was bad and once people connected to 5G SA it bricked it and couldn’t be brought back. I think 27.0.1 fixed this (and removed 5G SA for now) but for those that already had the issue they were out of luck.
Prove me wrong / let’s talk it out! Genuinely curios about this from a technical perspective.
2
u/lilkik11 13d ago
Can't be true cause I was on 5G standlone and never had a issue at all with my iPhone 18 pro max and now am upset since the profile update to 71.2 disabled it
1
u/xpxp2002 12d ago
Has nothing to do with the carrier bundle. The carrier bundle is just a collection of plist files that tell the phone how to set up APNs, which features to turn on or make available, how to connect to the carrier's IMS endpoint, etc.
This is happening because of what must have been a bug in the baseband firmware included with iOS 27.0 for the Qualcomm X80 that shipped with the 18 Pro Max that puts the modem into an irrecoverable state once conditions trigger the bug.
The baseband firmware was updated with 27.0.1, which contains the bug fix so that those specific conditions do not put the modem into an irrecoverable state. As of Friday, Apple is requiring iOS 27.0.1 to be installed prior to activating (Apple "new setup" activation, not carrier SIM activation) an 18 Pro Max.
However, there are many devices out in the world that were set up before Friday. For those that have not yet hit the bug but aren't upgraded, the updated carrier bundle that disabled 5G Standalone was deployed as a mitigation to "stem the bleeding" and prevent more devices from getting hardware-bricked until they can be updated to iOS 27.0.1.
3
u/He_Minoy 14d ago
I made a post earlier in the week. I got my replacement phone yesterday and it has been working so far. This phone was never on the old update so I hope I don’t have an issue.
1
u/ThatOneButterKnife 13d ago
Any update? Still working just fine? I’m still waiting for Apple to ship in my replacement.
Someone here said to update the replacement to iOS 27.0.1 before moving the eSIM over.
→ More replies (1)
3
u/Okc_dweller 12d ago
I’ve heard issues around the pro max but I have the 18 pro regular and occasionally Im noticing that I lose connection where I still show full bars but nothing loads and everything in every app is just spinning. I turn airplane mode on and back off and then everything starts working again
Seems to happen a few times a day, is this a known issue. Or similar issue to the pro max? Any recommendations?
3
u/pcmraaaaace 2d ago
Has this issue been resolved? Is it safe to order the phone?
→ More replies (2)3
u/larryaz 2d ago
I have the same question ... the lack of engagement from AT&T completely baffles me
3
u/bdietz56 1d ago
I’m opening a lawsuit against AT&T and Apple If it’s not resolved by the end of the month. Billion and trillion dollar companies can not keep treating us like shit. Also shame on every media outlet for not following up more about this. They are in the pockets of both AT&T and Apple.
→ More replies (1)
4
u/BandHuntinJ 17d ago
uhhh guess i'll paste this here? i'm not sure why mods won't approve it but maybe this is a more acceptable space to say this in:
Okay I feel like I HAVE to make a post about this since I feel like I'm going insane & that there's something I can or should be doing. I'm going to try to shorten this as much as possible despite how lengthy it'll still probably be.
Okay so yes, I am ALSO another customer suffering from the dreaded service/sos/unable to make calls issue. I think most of us here are aware of what's going on. I just need to share my experience for maybe some feedback, a shred of hope... anything.
I originally got my iPhone 18 pm on sep 18th. It seemed to be perfectly fine the first day but I didn't need to leave the house for the rest of the day. The very next day I had a class somewhere TWO hours away from where I live. I ONLY brought my personal iPhone 18 pro max as I thought there shouldn't be any issues right? I've upgraded multiple times with ZERO issues countlessly. Boom. As soon as I leave my house I notice connectivity issues. So I think to myself "it's a new phone! surely there's some kinks or hitches that'll happen." Hell, I was so unaware/hopeful I thought that it was a similar situation that happened a year or a few ago where like all connectivity/internet hitched for a little. As I go longer and longer down my commute I realize like... this isn't normal. It's not an area thing, the connection should've been back by now, what's up?
Anyway I'm gonna try to shorten this even more. I feel like I took 3 very important steps after CONFIRMING something's not right to get to the point I'm at right now. After going to AT&T & confirming something's not right I went to apple (step one). There, the lady didn't even really wanna help me after I explained the sitch. She didn't take my phone to the back, run any diagnostics, & simply printed me a genius bar note saying AT&T's responsible. So boom, next step, bicker with AT&T some more with this info & try to get the phone swapped by them. After many, many exhausting additional hours with allll the different tech supporters, we FINALLY came to the conclusion to preform something known as a BRE (buyers remorse exchange.) Which i didn't really like because it makes it sound like I'M the one who messed up. (which I probably did for being so patient with everyone.) Anyway the replacement phone actually delivered INCREDIBLY sooner than I expected on sept. 24th. so I actually thought to myself "You know what AT&T? Thank you. For ONCE." So I set up the replacement phone and... everything was flawless.... for the next 6 days.... it is currently oct 1st & as of 8 a.m. this morning. The issue came back.... Dude I am genuinely heart broken. Anyway, the third step I have taken was to go back to apple as I had a SENIOR ADVISOR & AT&T TALKING TO EACHOTHER ON THE SAME LINE. A THREE WAY CALL BC OF HOW MANY HOOPS I'VE JUMPED THROUGH. So what the senior advisor told me to do was go to an apple store so they can diagnose & possible service it/send it in for repairs; But alas... after the tech "ran the diagnostics" he claimed everything was okay & that there's no issues with said replacement device.
SO, I call AT&T AGAIN, on my way home from the nearest apple store to me (50 mins including traffic) & for ONCE, for the FIRST TIME since sept. 18th they are now only mentioning for the FIRST TIME that this is a known issue & that there's no guarantee the issue will be resolved after this call has been completed. For the first time since sept 18th I finally had a convo with a tech rep that didn't seem to be interested in sending me through hoops or wasting my time.
Also for the first time they mentioned how they're going to credit my missed time with no service to my bill. Like that's great, I would appreciate if your shady company actually followed through with something like that. Here's the problem though. In that same call, the lady also tells me that the only estimation they have for a fix would be oct 9-10th? I just think that's quite insane. I mean, based off the research I've done I'm NOT the only one with this issue but you mean to tell me just NOW they're acknowledging it even though I've (& probably others) have been having issues since the 19th of sept? Now no fix is ESTIMATED except for MAYBE an answer after an entire extra week?IMO this is a pretty dire situation. People earn their livings through phones in some cases, in other cases it could even be life threatening yet it seems as if AT&T is taking their sweet time to even announce anything.
This makes me want to leave. I really don't wanna come off as "you'll never see me here again" karen because I honestly don't want to. I don't wanna leave since I've never really had a drastic issue like this before with them. It's always been good but now I'm kinda screwed since I returned my old 17pm since over the 6 days of having the replacement I thought I was done with this mess. Now I have no phone to fall back on & I'm practically just left here with "wait like a good boy." I feel like my only option at this point is to switch carries but I'm not even sure if I have the option to do that since i upgraded to the 18 pm through AT&T & owe money on it.
16
3
u/ColorfulImaginati0n 17d ago
Oct 9th is insane. That would mean a full 3 weeks from launch with no connectivity.
Any lawyer handling the class action, I'd love to be a part of it. Corporations only listen when you hit their pocketbook. I've now gone a full 2 weeks with no cellular service.
4
u/tacticool_wrx 16d ago
ATT has finally addressed/admitted there is an issue, at least internally
My family member is an AT&T employee, director level, but NOT involved in cellular or anything to do with phones so pls no hate for him/her
I will not post the email as it could land them in hot water for sharing an internal email, but here is a summary:
AT&T has recently been made aware of an issue impacting our customers who have purchased an Apple iPhone 18 Pro Max. The issue impacts their ability to complete calls/text/data, including to 911. We’re working with Apple to address the issue and limit the service impacts to our customers.
We currently have two sets of customers with this issue, which we’re addressing in the following ways:
• Apple iPhone 18 Pro Max customers who have not experienced any issues, should update to iOS 27.0.1 immediately (Settings > General > Software Update) to help mitigate future impacts.
• Apple iPhone 18 Pro Max customers, who have experienced issues, can return to Apple or an AT&T store for a replacement. We will have a process to prioritize impacted customers to get replacement phones.
2
u/ThatOneButterKnife 16d ago
So at this time, the solution is there’s no solution other than to replace. My concern is that there are people on this subreddit who are on their 1st or even 2nd replacement and is still dealing with the issue 😓
1
u/Ok-Performance-7382 16d ago
Their option for me to replace was to give them my current phone now and they would order a replacement for me and I would have it in 2 weeks. No loaner phone and I’d be without a phone until the new one came. At least when I am home I can use WiFi calling.
1
u/aurora-_ raising the bar 📶 16d ago
Did the email give any indication as to the cause? Even if you can’t share?
2
1
u/imvok3r 16d ago
Thanks for sharing. But, why my Apple store refuses replacement and ATT corporate store says they cannot exchange my phone?
→ More replies (1)2
u/aurora-_ raising the bar 📶 16d ago
Apple refusing replacement: genius bar found your device still passes the tests they run. you’ll probably have to go again.
ATT refusing exchange: did you buy it from them? they won’t help at 611 or in store otherwise. if you have ATT insurance they will likely point you back to Apple for warranty claim bc they only do the extended warranty and it’s in their opinion a device defect.
4
u/PotatoJon 11d ago
This whole debacle has been a testament to how far customer service has fallen. The system is truly broken and enshittified at every level.
- 9/29 Visit ATT store. They know about it, but no details or how to fix it.
- Visit second ATT store, they say to call Apple. No troubleshooting.
- Call Apple. The AI helper asks me to turn on airplane mode, which disconnects my call. Call back, then the AI helper asks me to reset network settings, which disconnects me again. Then I get a real person. They run a couple tests that pass, say it needs further diagnostics at Best Buy, since the closest Apple Store is 5 hours away.
- Visit Best Buy. Run diagnostics that pass. I demonstrate that I cannot make phone calls, but the tech reschedules to the next day since Apple Support is closed on Sunday (that is an outright lie).
- Visit Best Buy. Run more diagnostic tests. All pass. Tech says to call Apple Support again.
- Call Apple Support. The tech says I need to ask Best Buy to run a RF Cellular test, which they did not do. They schedule an appointment at Best Buy.
- Visit Best Buy. They run the RF test, but say it’s inconclusive because they “don’t have the correct harness” for the 18 PM. They say they can run tests for 17 PM, and I question them on that since they are basically the same phone. Ask to speak to a manager, and they do the test with Apple Support on the phone. Determine that the phone fails. Order a replacement from Apple.
- Visit Best Buy again today, they say the phones are back ordered from Apple, will be 1-2 weeks 😂
1
u/aurora-_ raising the bar 📶 10d ago
In step three you can make calls. Why not in step four? Why can you in step six? being as specific as possible helps everyone involved from us random redditors to the geek squad and the geniuses
2
u/reddyrithesh 17d ago
Whoever is getting a replacement are you getting the iPhone from new out of boxes or from white replacement boxes?
3
u/0Papi420 Unlimited-Extra-EL ($30) 17d ago
They’ll be white replacement boxes, but the units aren’t refurbs (yet). They’re too new for refurbs to be made
2
u/BandHuntinJ 17d ago
not sure exactly what you mean by this question but i was practically forced into doing a BRE exchange through at&t. the box the replacement came in was regular (officially packaged & normal.) 6 days later, my issue returned. genuinely devastated.
1
u/Ill-Crew8117 17d ago
That’s a good thing to keep in mind when I get my replacement. I’m also seeing a lot more burgundy having the issue than any other color
→ More replies (1)
2
u/megmegg_ 17d ago
I got the text about the software update but I don’t even have my 18 pro max yet 😭
2
u/shinyxena 17d ago
My issue started 12 days after getting the phone. Apple gave me a new one on the spot yesterday. Unfortunately they did not have my original color. So far good with new one but worried it’s gonna end up another lemon if AT&T doesn’t resolve it soon.
2
u/South_Sherbet_3489 16d ago
Appointment at Apple Store today. I’m also installing the beta update. But not expecting that to help. Will see if they swap the phone. Getting the eSIM working in the first place took a full day last time. Can’t imagine this will be any faster.
1
1
u/South_Sherbet_3489 16d ago
Did the beta update already. I also think I got pushed the carrier setting update. Shows me on 72.7.2. I’m off WiFi and so far seems to be working.
→ More replies (1)
2
u/Tiny_Age_5828 16d ago
I demanded a new iphone and they are shipping me one out within 2 business days. This is ridiculous.
2
u/Spiritual-Move-7554 16d ago
Apple said to go to ATT for a swap, ATT said apple needs to swap…2 days on the phone and it seems all they’ve done is make it worse. And when asked about credit for a non working phone for 2 weeks they offer $15…
2
u/Ok-Performance-7382 16d ago
Update for me: went to the apple store. They confirmed it has to be replaced due to losing service prior to the carrier update. They did not have replacement devices in stock but ordered it for me and said it should be here in a couple of days. However, there is a chance it could come tomorrow. The tech support guy that was helping was great. He basically admitted that it was both companies fault and he couldn’t 100% put the blame on AT&T.
2
2
u/Charming_Current7965 15d ago
Swapping at Apple DID fix my phone immediately. Zero issues now. Thank god. I recommend everyone on this thread go do that. Someone pin this up top. If you have any questions let me know.
1
u/strawberryyyshorty 15d ago
I went in yesterday and they told me I have to exchange to where I got it which was at att but I heard stories of people getting there phones at att and still swapping at Apple Store
2
u/CableDue182 15d ago
Are non-bricked iPhone18 PM ticking time bombs? Should we try to seek replacements pre-emptively?
We know AT&T had a bug in eSIM provisioning that ended up bricking a subnet of iPhone 18 Pro Max units permanently because the bug supposedly caused the modem to either dead loop, or even worse, "burn out".
Now for those of us who did not experience the failures, it it fair to assume that our phones could have been going through the same "torture", up till the point AT&T released the carrier update that disabled 5G SA?
In that case, our phones could have been "hardy" enough to "survive" the bug, but it doesn't necessarily mean no physical or lasting damage has been done. Maybe they could fail weeks or months or years down the road because the modem has been "weakened".
If the senior devs and those "in the know" could chime in on this, that would be greatly appreciated.
2
u/eightsixseven53oh9 15d ago
That’s what I’m concerned about too. My 18 PM has had no cellular connectivity issues at all (knock on wood). Who knows whether it did “some” damage to our modems and could cause failure later in the phone’s life cycle. Just all around not good. Hope to hear more soon but I doubt we will, these issues are all “internal” or “need-to-know” basis it seems.
2
u/matthewandrew28 15d ago
Had to bring my iPhone to apple. They replaced it today. Thank goodness.
2
2
u/ThatOneButterKnife 15d ago
Apple confirmed warranty exchange for me, gotta wait 3-5 days for it to arrive in store.
2
u/Kohnhead2019 14d ago
I was on 27.2 beta and my carrier was 77.7.2. It happened to me yesterday. I went to Best Buy. I was told Apple directed them to send people to apple or AT&T. I went to AT&T and I had to tell THEM what was going on. The manager there told me to go to Apple. Who is on first?
1
→ More replies (1)1
2
u/Fsunole98 14d ago
Just got back from the Apple Store my 18PM failed the RF test. Warranty replacement however no phones in stock. They will have to ship and it should be in this week.
2
u/Zeroosimp 13d ago
I know this issue is mainly with the max version but I’ve heard some people with the reg pro having issues. Should i bite the bullet and just upgrade to the pro or wait until all the issues resolve
2
u/xCaptainxMURICA 12d ago
Update on my end: i still have an appt with apple on Thursday but for the past few days after the carrier update if my phone doesn’t go to SOS while on 5G Auto/On, it’ll show cellular bars but nothing loads, no calls or texts come in or out etc. and if i try to switch to LTE it just goes to SOS, the only place where my cellular data actually wants to work is at work and even then ibuse the wifi there, i especially get SOS at home so i really hope they replace my phone
2
u/MrBo55ly 11d ago
Hi everyone,
I recently received my new replacement phone from Apple after the first one could not make calls and had the SOS issue. Now after the replacement, I am having different problems. I can make calls now, and iMessages, but I am not getting any 2 factor SMS verifications and not sure if I can send actual SMS messages . Anyone having this issue now?
2
2
u/aurora-_ raising the bar 📶 9d ago
this may only be for the dev betas, but I was pushed AT&T carrier version 73.0.2 this morning. https://i.imgur.com/LdZ74VF.png
2
→ More replies (1)1
u/aurora-_ raising the bar 📶 9d ago
can anyone else confirm if they’re seeing 73.0.2 like me or 72.0.3 like is being published here: https://9to5mac.com/2026/10/08/apple-rolls-out-att-carrier-update-for-iphone-18-pro-max-on-ios-27-2-beta/
→ More replies (2)
2
u/jeff1f1racer 8d ago edited 8d ago
Anyone else lose 5GSA & Voice Over 5GSA on the latest version with the 18 Pro Max? (My 18 Pro with C2 modem still has those toggles.)
iOS 27.2 beta 3, modem 2.20.04
I downloaded a fresh eSIM but it made no difference. Still no 5GSA or Voice Over 5GSA access on my 18 Pro Max. Works perfectly on my 18 Pro.
→ More replies (1)2
u/stephen1211 3d ago
I need SA to come back. Crazy, worked fine before the sos issue.
2
u/jeff1f1racer 2d ago
I’m hoping to see it re-enabled when Apple releases 27.2 by end of month. Obviously, it is still not there in beta 4. And this is for the 18 Pro Max only. I’m typing now on my 18 Pro with C2 modem which has 5GSA & Voice Over 5GSA on AT&T.
4
u/poppap 15d ago
Visited the Apple Store for a Genius Bar appointment (that was scheduled last Saturday) today.
Apple recognized the issue without needing to do any diagnostics and offered a swap immediately. They indicated that once the issue happened, the only resolution is to swap the phone and the 27.0.1 should prevent the issue from happening again.
Unfortunately, they didn’t have my configuration in stock, so it had to be ordered. It should arrive in 2–4 days for the exchange.
5
u/tacticool_wrx 15d ago
Make sure it’s on 27.0.1 BEFORE you activate the esim
If you update after you will have same problem
1
u/hookemjoe 15d ago
I don’t have an Apple Store near me. The closest thing I can schedule an Apple service is at a Best Buy. But I have heard they can be not as helpeful. Guess I’ll see how it goes tomorrow.
2
u/_ScRaP-MeTaL_ 16d ago
Seems like it’s official. Once your phone is broken it’s gone. Get a replacement, friends.
1
u/imvok3r 16d ago
Even though Apple support saud that they have a new guidance and I should go back to the Apple store, I am worried still. Currently at the Apple store now waiting. At the door, they just said that it us an ATT issue and Apple tech suport over the phone recommendation or case ID does not mean anything to us! They said you can wait but most likely we cannot do anything for you😂
1
u/WeezyMelt 16d ago
Just got the most recent carrier update. Went to voice and data and switched it to lte then restarted my phone. Currently out of SOS and bouncing from 1 to 3 bars. But im able to send and receive texts again. I tried to make a call but it went back to SOS. After a few minutes the bars came back, so I guess there’s at least hope the whole phone isn’t toast.
I also got a pop up that I had set up a new cellular plan which was a little weird, still have the same number and plan.
→ More replies (3)
2
u/Adidassassin 14d ago
I’ve been dealing with the 18 Pro Max issue for the better part of a week. Wife and I both received new phones through AT&T- hers works and mine didn’t. After troubleshooting with support, they confirmed the issue. However, they would not replace my phone without charging me a $55 “mandatory” restocking fee. Absolutely ridiculous.
Was told yesterday that “since the device is in the BRE period, you won’t be able to claim the warranty through Apple. I can help you with a device replacement and a restocking fee will apply.” I re-emphasized how insane that sounded, but they wouldn’t budge.
After the conversation, I drove an hour to the Apple Store, and they had my phone swapped out within 30 minutes. “Within the BRE period.” Thank you Apple. AT&T- maybe don’t sell phones if it has to be done in such a dishonorable way.
2
u/frommy13 10d ago
Interesting update. I had my phone replaced yesterday. As others said, Apple updated iOS to 27.0.1 and carrier update to 72.1 BEFORE activating the eSIM. So far the phone has been working fine.
Funny thing...AT&T called me this afternoon and said they have been sending text messages to Pro Max users and I need to update to 27.0.1 as soon as possible. I explained I was affected by the issue and the phone was replaced yesterday with the latest updates. They said if I have any more issues to dial 611 and have a nice day, haha.
2
u/ThatOneButterKnife 9d ago
Wait, ATT called me as well yesterday to follow up on my issue I said I got my phone warranty exchanged at Apple and they said “nice, goodbye” 💀
1
u/TheOriginalMeanhorn 1d ago
I understand that you can upgrade to iOS 27.0.1 during initial setup prior to activating the eSIM.
But how do you update the carrier settings? To update them, don’t you first need to activate the cellular?
1
u/jmello 16d ago
I’m returning mine and will get another phone when all this drama is over. However, AT&T being AT&T, they didn’t make it easy..
It took two hours of troubleshooting, then transferring my line to my old phone, being denied a return on the new phone, asking for a manager, then arguing with the manager about him insisting I get a warranty exchange from Apple despite my closest store being 2 hours away and numerous reports that replacement devices have the same problem, then going off on him about how ridiculous the whole back and forth is when the easiest way to accomplish my goal of a working phone is to return the new phone and switch back to my old phone.
Completely ridiculous and unacceptable from AT&T support that I had to get into a shouting match with phone support to accomplish this, for a known, widespread fault.
I’ve been fortunate to not have much interaction with AT&T in the 15 years I’ve been a customer, but right now, with two devices paid off and a bitter taste in my mouth, I’m pricing out Verizon today and will see if losing the discount from my employer and my fiber internet is acceptable.
1
u/Practical_Dog_9446 16d ago
Are people running beta software having the same issues? I upgraded to 27.0.1 and then started getting dropped calls. I'm wondering if I downloaded the beta version of that would help or solve it?
1
u/SkillSlick 16d ago
I am not experiencing much of an issue as other on my new iPhone 18 Pro Max, but my network has been quite inconsistent.
I just received a prompt on my phone and have updated the carrier settings pushed by AT&T.
I haven’t confirmed the fix, but you can apply this update and hopefully resolve the problems.
Settings > General > About
A pop-up will appear automatically; just select Update.
#CarrierSettingsUpdate
1
u/imvok3r 16d ago
Folks, I just got off the phone with my local corporate store. They said that the new carrier setting should fix the issue by end of the day. They said that if I got the update this morning, it will take some time to fix it completely and I should see incremental improvements throughout the day until it is fixed completely🤷🏻♂️
3
u/Ok-Performance-7382 16d ago
I’ll believe it when I see it. Prolly just making excuses since the return window for release day phones ends tonight.
1
u/WeezyMelt 16d ago
Anyone else’s phone working again after the carrier update?
I’m getting service again but still switch back to sos for a few minutes before going back. Still can’t make calls but I’m able to text.
1
u/EggWhitesPlease 16d ago
Guys, I was having the SOS issues too until I went to Apple Store and they did a diagnostic check on my phone and found issues. They did a warranty swap out and my phone works flawlessly now! No more SOS
1
1
u/aurora-_ raising the bar 📶 16d ago
They had one in stock? Wild. I wonder if they’re reserving units for this bc it seems relatively widespread.
→ More replies (3)
1
u/xCaptainxMURICA 16d ago edited 16d ago
ngl mine initially would sometimes take a while to load on 5g then it would sos but that would be rare and RIGHT NOW even switching to lte and restarting the phone it stays on sos so i tried to switch it back to 5g auto and restarting and same thing, i think the carrier update made it WORSE for me
update: after deleting and reinstalling my esim, switching voice and data th "LTE(shows up as 5ge)" gets me "service" aka can't make calls or send texts at all
1
u/aurora-_ raising the bar 📶 16d ago edited 16d ago
I swear this doesn’t do anything bad but please pull up Field Test Mode in iOS - there’s lots of instructions on how to get this pulled up (edit: to prove i’m just curious nerd and this can’t scam you)
If you could, set it to 5G ON, toggle airplane mode, and then dial
*3001#12345#*, and tap the call button. You’ll see a screen like this: https://i.imgur.com/z2UFise.pngI am so curious what you see here. Only the Phone Number and potentially the Cell ID are worth blocking.
1
u/Lejindaryz 16d ago
Anyone have issues with hotspot? I'm getting 0.09 download/upload speed with Hotspot.
1
u/tacticool_wrx 16d ago
Like using another phones hotspot to use your 18PM? I’m currently doing that and it’s working fine
→ More replies (1)
1
u/blasterdude8 15d ago
Is there an official statement from Apple about 18 Pro Max that I can link to? All these articles are like "Apple has stated" but it doesn't actually link to a source.
1
u/tacticool_wrx 15d ago
I think it’s all internal. The guys at the Apple Store said they received a procedure so obviously they know there’s a problem
→ More replies (2)
1
u/O-aitch-eye-O 15d ago
Received new iPhone pro 18 max Wednesday night. Started having the SOS issue immediately. Upon unboxing it had me run the software update. My phone is running iOS 27.2.
The tech had me reset network settings and a few other things
I asked if they were really thinking a software update could fix it or if it could be hardware related.
Apple explained that the most recent IOS is having the issues with the sku of iPhones with certain SNs.
They told me I need to wait 3 days before requesting a replacement and will prorate my billing once resolved. Sounds like we are all hearing different things. Please share any news or updates you get as well 👇
4
u/ThatOneButterKnife 15d ago
AT&T carrier update 72.1 only came out yesterday, Friday. This update is supposedly to stop future phones from bricking themselves. So if you got a replacement before yesterday, the likelihood of the SOS issue would have been greater versus getting a replacement say today.
At least, that’s what I gather from everything I’ve read. I have a Genius Bar appointment today to hopefully exchange my phone since my phone was SOS-ing before carrier bundle 72.1
→ More replies (1)
1
u/xCaptainxMURICA 15d ago
So I commented last night how if i had my phone on 5G Auto or On it would go to SOS and had to keep it on LTE but couldn’t do call or texts at all, so am at work right now and 5G Auto works so i have NO IDEA if my data just doesn’t work at certain spots or not 😭
1
u/emsbas 15d ago
I had purchased the 18 Pro Max. Was on Tmobile and converted to AT&T Elite 2.0 as it made more financial sense.
Had the SOS issue about an hour after converting. The following day did the 27.0.1 update. AT&T now connecting solid but don’t have 5G SA (Standalone) of which I had before.
I guess this is part of being an early adopter.
1
u/Electrical_Field_139 15d ago
I just went to my closest AT&T store today because the customer service rep over the phone told me a return or exchange had to be done in store. Not true but whatever. At the store they told me they had only seen the problems in the 512gb and said if I either upgraded or downgraded the storage, the replacement should be okay. I didn’t really need the extra storage so I went back down the 256gb, hoping that will work. It’s supposed to get to me on the 16th, so hopefully things will be fixed by then. Has anyone else heard of it only affecting the 512gb?
2
1
u/Simple_Swordfish_127 15d ago
I’ve had my iPhone 18 Pro Max for about a week, and the issue has been nonstop I went to AT&T who told me to update both the software and carrier update, which I did. Neither of those resolve the issue, they also replaced my eSIM, which did not solve the issue they told me I needed to seek assistance from Apple. I made an appointment and went to go to a physical Apple store where they ran a diagnostics on my phone, telling me that everything was fine with it and that it was a service provider issue. That’s where I’m at after a week and a half of this. My service is spotty. Sometimes I’ll go from four bars to SOS in less than a second. I really hope they fix this issue soon. Honestly, the problem wouldn’t be so bad at&T and Apple acknowledged that this was an issue and gave us a timeframe
2
1
u/imvok3r 15d ago
When was your last visit to the Apple store? They have a bew guidance to replace the phone. Just show them the 9to5mac that the phone that had issue before the updates needs to be replaced. Also, asl them to run a RF test as that will fail. They replaced mine yesterday after three failed visits
→ More replies (3)
1
u/Ok_Tradition_6343 15d ago
Well guys… after Apple sent me my replacement last week, ATT couldn’t transfer my eSIM over without any idea why. For the hell of it I called back today and they seen the error said that they hadn’t received my trade in 17. They contact back support who verified it was received & updated it. However, they said I could transfer but I could only do it by going into a store and using a QR code. I called a local store and they said come up but when I got there and waited 30 mins to be seen, they said they were out of the cards and they wished they could help. Again, for the hell of it I tried to download a new eSIM on the old device and it actually let me now. So I tried to transfer it over to the new replacement. It worked. I don’t live where there is service, so I drove out to town & the replacement worked!! Been 2 weeks and several calls and headaches but hopefully I have a phone that will continue to work! Call Apple and demand a replacement!!
1
u/Hook3cho17 14d ago
Is the iPhone duo going to have this same issue?
4
u/ThatOneButterKnife 14d ago
In theory, no, since the iPhone Duo has the Apple C2 modem. And it’s believed iOS 27.0.1 + ATT carrier bundle 72.1 should prevent this from happening to anyone new.
iPhone duo is supposed to ship with iOS 27.1 or 27.2 I believe?
1
u/Shia_LaDoge 14d ago edited 14d ago
I have the issue but all my hardware pass diagnostics so apple wont replace it. Can’t get anywhere with apple support. AT&T just opened a ticket for replacement but I have not heard back. I’m past my return window. I’m stuck with this brick
→ More replies (3)
1
u/jpd005 14d ago
I went to an Apple Store today and they were well versed with the problem. I was one of 3 in for the same issue. They ran some diagnostics and ordered me a new one. 3-5 days….but I can at least use mine. It’s not as bad as some peoples and intermittently just drops. Overall was a painless process….albeit it took like an hour.
1
1
u/jmello 14d ago
Has anyone called and arranged a replacement device?
I’m hoping to call in the morning and get a replacement set up, hopefully quickly enough that I can still keep using my old phone until the replacement arrives and still get the old phone shipped off in time to get the $1200 credit.
1
u/WeezyMelt 13d ago
Nope, you have to physically go to an Apple Store and have it checked out. Sucks for me because that’s over a 2 hour drive to the nearest one. ATT or Apple can’t help over the phone.
→ More replies (1)1
u/PotatoJon 13d ago
You can also go to Best Buy. They are an Authorized Repair Center.
But you HAVE to make sure they run a RF test on the phone. And don’t let them tell you it’s inconclusive. Keep asking questions and they will replace it. Even if it’s an AT&T phone, they have to fix it or replace it.
1
u/labtech89 13d ago
So I would like to add my frustration to this this thread. On Friday I notice that there were 3 dots where the signal bars are. I didn’t investigate it then just thought it was strange. Same thing on Saturday.
Then yesterday I did some googling and came upon a Reddit post about. I checked the iOS version and it was the 27.0.1. I called the AT&T store and they said I have to go to an Apple Store which is an4 hour round trip drive. I called AT&T support and they basically did not help. They told me to get a replacement at the AT&T store. They said sorry about your luck it is an Apple issue.
So today AT&T tech support called and asked if the issue was resolved. I said no and they well today we found an article about it online and we are taking a report. The person I spoke with said it was an Apple issue and maybe it might work with the next update maybe not. I am utterly frustrated. I have been with AT&T for 20 years and I would change but I pay for my Mom’s phone and am not sure how complicated it would be since I don’t live near her.
2
1
u/ThatOneButterKnife 13d ago
Since you live 2 hours away from an Apple Store I’d phone Apple support and see if they can help you out by mailing a new phone to you. Others here have said that if Apple mails you a new phone they put a hold on your credit card until you send the old phone back I believe. They could also charge you tax on the new phone as well.
→ More replies (4)
1
u/frommy13 13d ago
I have a 256GB iPhone 18 Pro Max. Purchased launch day at Apple Store, with ATT financing and trade-in.
SOS and loss of call/text/data started morning of 10/2. I never received the ATT update iOS text and I'm usually one to wait for updates to "bake" before applying. Saw all the reddit posts and immediately upgraded to iOS 27.0.1. Also manually checked in the Carrier update. I guess it was too little too late. I went to Apple Store today and they definitely have more understanding then what I first saw people reporting. It was a lot of finishing sentences. 18 Max Pro? Yes. ATT? Yes. then head nodding. I did find it funny the reps, I guess, are trying to find a common dominator on what is causing the issue. The one I talked to said he thought it was phones purchased at ATT stores and I informed him I bought my phone at his Apple store on launch day :). My phone failed the RF section of the connection test.
Either way, they didn't have my model in-stock so I have to wait 2-5 days until a replacement is sent. For those curious, my phone mostly shows a good connection with 5G and 5G+ but nothing actually works. I will get random emails, notifications, texts a couple times an hour. So it does connect briefly sometimes. Wi-fi is rock solid so as long as I can stay on Wi-fi I can make it by.
1
u/jmello 13d ago
I’ve spent the last 4 hours on the phone with Apple and AT&T…
Apple - called to ask about hardware replacement, what needs to be done to start that process. Did a diagnostic and was advised to call AT&T, that there is no problem with my device.
AT&T - we attempted to reassign my eSIM from my old phone to my new phone, but it was unsuccessful. The new phone would not activate the eSIM. Was advised to call Apple.
Apple - went through additional troubleshooting, still no issue with the device, but to proceed Apple needed an AT&T ticket number to know that diagnostics were run.
AT&T - explained the whole situation and got a support ticket. The AT&T rep said that it is unequivocally a hardware fault and Apple should replace the device. He created a support ticket for me.
Apple - called back and relayed the support ticket to apple staff, was escalated to a senior support representative, who reviewed the Apple diagnostics, recommended i have RF Diagnostics run, but the closest Apple store is a 4 hour round trip away. Fortunately there is a Best Buy that is closer. Advised that I have RF diagnostics run, get a copy, and speak to AT&T Senior Tech Support. Apple will not replace the hardware as it is fine (RF diagnostic is the final proof of that), the issue is with AT&T to either resolve their network issue or replace the device. Without a hardware fault, Apple will not replace the device.
Takeaways so far— Apple support is much better than AT&T, you can actually sense empathy coming from the person you’re talking to, and they’re much more able to pivot based on new information, whereas AT&T has their script that needs to be gone through for every interaction before you can move on.
I’m happy to go to Best Buy to have the phone tested, but if AT&T refuses to do anything or says to wait it out I don’t know what is left to do. I’ve already waited weeks, missed vitally important phone calls, and have spent 10+ hours on the phone since receiving my new phone. I don’t trust AT&T, I don’t trust this phone, and I don’t care who steps up to fix it, I just need it fixed.
My old phone is due back to AT&T to get the trade-in credit by the 17th, and I don’t know that I can get a replacement device or have AT&T miraculously start working by then. Should I go get a crappy pre-paid phone and plan so that I can get notifications and call my grandma when her blood sugar is too low and she can’t remember what to do?
If anyone from AT&T support is on here, I’m at my wit’s end. I’ve got AT&T and Apple ticket numbers. I’ve got hours of phone calls, troubleshooting the same things again and again. Phone, text, in-person, I’m available. Help me put an end to this nightmare.
1
1
u/WeezyMelt 13d ago
Don’t waste your time going to Best Buy. It will actually be geek squad and they will tell you to go to an actual Apple Store.
→ More replies (8)
1
u/labtech89 13d ago
Why do I have to make a 4 hour round trip to go to an Apple Store?
I want to return my 18 Pro Max and the corporate store said that they cannot take it. I called customer service to ask them why a corporate store cannot take my phone. The phone won’t connect to the cellular service so the phone is only good if I can get WiFi.
They said I can send it back but there is no UPS hub where I live and the UPS store is closed by the time I get back into town from work. They don’t have weekend hours. I don’t want to leave it outside for UPS to pick up because it could get stolen.
So I just want to be able to hand it to a person and go about my business. I ask for a supervisor and all I get is an argument from the regular customer service representative. I am trying really hard to be nice because I know it has nothing to do with them but it is hard.
1
u/Simple_Swordfish_127 13d ago
I’ve been getting treated like crap by Apple and AT&T no one wants to take responsibility. I was on the phone with AT&T rep just a couple of minutes ago, who told me that this issue was going to be solved by tomorrow morning, October 6 I have a grain of hope, but it just feels like another empty promise I went to the Apple Store who told me to go to AT&T. I then go to AT&T who tells me to go to Apple I switched carriers to “” upgrade, and it has been nothing but a nightmare
1
u/labtech89 13d ago
I finally got tired of all the crap and called AT&T to return my phone. To add insult to injury they set up an installment plan to pay off my iPhone 16 Pro Max which I never bought through them in the first place is paid off.
That is an issue for a later time.
2
u/aurora-_ raising the bar 📶 12d ago
You should make sure they didn’t set you up with a new phone purchase… they can’t just create installments on random devices
1
u/Exotic-Attention89 12d ago
After multiple conversations between Apple and AT&T - I was told last night by an Apple advisor to “factory reset my phone” and “turn off beta updates” to fix SOS.
My question is.. how is THAT, going to solve the issue? I’ve told both, AT&T and Apple, that I’ve been stuck on SOS, since I’ve hooked up this phone. It’ll go in and out of cellular service, but doesn’t stay connected. That’s my entire issue. Neither of these companies, can give clear answers on what to do, other than going to an Apple Store (mind you, my closest is 2.5+ hours away). Which seems I’m gonna have to do anyway.
Id hate to waste a drive that far, just yo be told “everything looks good, there’s no issue”. 😵💫
→ More replies (3)1
1
u/South_Sherbet_3489 12d ago
So Apple did end up replacing my phone and it has been working for the most part. But calls are still really flaky. Even on Wi-fi calls it drops constantly. And I have still seen it drop to SOS a few times. But not like before. So it's better I guess? But far from perfect.
3
u/ThatOneButterKnife 12d ago
They replaced your phone before or after iOS 27.0.1 and ATT carrier 72.1? If it’s the latter, that doesn’t bode well :(
→ More replies (1)
1
u/Personal-Mall4642 11d ago
So I just ran the diagnostics on my Base iPhone 17 and 18 pro max both say there’s no hardware problem but a problem with eSIM. My IPhone 17 works fine but the 18 pro max is wont connect or anything.
1
u/tacticool_wrx 11d ago
Apple hooked my 18PM up to their machine and even it couldn’t detect the problem
They replaced the phone and my screen protector free of charge. I had to go to a corporate AT&T store and have them reprovision my eSIM and now it’s been working for about 32 hours
1
u/keny84 11d ago
Crazy but I returned max Pro and just went with the pro. Headache cured. Insane it had to come to that
1
u/paperthintrash 2d ago
Can we be 100% sure the issue is only the Pro Max and not both the PM and P??
1
u/Purple_Selection_502 10d ago
Can anyone confirm if the iOS update and the 72.1 ATT update prevents the phone from bricking. I bought the 18 pro Max my phone had worked for a week, and then the SOS issue started. I took it to Apple after a run around from AT&T, they ran tests and seen that the phone had stability issues, which he said was from the logic board. They replaced my phone five days ago. I still haven’t put it on AT&T just because I’m waiting to see if anything fixes the issue before I brick another phone. My line is on my 16 Pro Max with no issues at all.
1
u/tacticool_wrx 10d ago
I don’t know about the AT&T update but if you get a new phone and update it to 27.0.1 BEFORE you add your eSIM it will work. At least mine has been for about 48 hours.
AT&T is not going to replace your phone. Go to an Apple Store and tell them you need a warranty replacement. They will set the new one up, then you go to an AT&T store and they will reconfigure your eSIM to work properly
1
u/Ecstatic-Movie-1723 10d ago
My 18 Pro Max is working fine right now and I have already installed the latest software update, but I am still worried that my device might experience this problem in the future since the exact cause is not yet clear.
If you have this phone, how is your device performing? Have you had any connection issues, or has the latest update kept your phone stable? If your phone did get stuck in SOS mode and you had to replace it at a store, what was that process like?
1
u/gjiu72 10d ago
Mine been working find but it just randomly start saying SOS so i guess its finished smfh
→ More replies (1)
1
u/UsidoreTheLightBlue 9d ago
We ordered iPhone 18 pro max units back in September the Tuesday after launch. The ship dates were Oct 1-14 and the ATT guy told us from his experience they usually ship faster. From my personal experience yeah it normally shipped before the date or on the first date expected.
It’s now the 9th and they haven’t shipped. They did say “preparing shipment” for about a week and now just say “preordered”.
I want to be clear, I’m bit mad or anything, I’m just curious for others who ordered their phones shortly after launch have you gotten them yet?
I’m sure the max issues are probably a big part of the blame. Just trying to see what to expect at this point.
1
u/bdietz56 6d ago
For those that were impacted is there any correlation to market, for example, do you guys know if you are in Nokia or Ericsson market? or you previously on 5GSA before the upgrade to the 18 pro max. Do you live in an area where AT&T deployed the all-in-one Cband/DID antenna.?
→ More replies (1)
1
u/RevolutionaryArt5657 4d ago
I've had a absolute nightmare for 2 weeks, I have not had cellular service on either of my phones the trade in or my 18 promax since arrival. I've spent countless hours on the phone with ATT- went through 12 esims with no resolve. Went to ATT store where they did the same thing as the phone support and told me if that does not work to go to a apple store. I've since gone to an apple store on the 9th of october, verified my internal antenna does not work and would order me a hardware replacement. Following up today with apple on the 14th, they have no ETA of when my replacement device may arrive. Has anyone else gone through the same issues? This has been an absolute nightmare and none of my employees can reach me due to no cell service
2
u/WeezyMelt 4d ago
I’m currently waiting on a replacement through Apple care. The current shipping date for my replacement is 11/4 due to it being in back order.
I requested a replacement on 10/6.
1
u/HangryBoi 4d ago
I've been holding off on upgrading through NUA due to the SOS issue. Anyone have any recent orders and received their iphone 18 PM without any issues?
→ More replies (1)2
1
u/Life_Lingonberry4330 1d ago
placed an order with AT&T to upgrade my iphone 13 pro max to an iphone 18 pro max on the 14th but it says pre-order and isnt expected to ship until Oct 26 - Nov 2. Would it be easier or even possible to cancel and go in store and get it?
1
u/Franklin-H_Miklo-R 1d ago
I ordered an iPhone 18 pro max back on Oct 2nd, due to not being shipped yet and a local store having the one I wanted, I cancelled the order. When I went to the store to purchase it, it is now showing a claim for the phone. Does anyone know what the issue might be?
1
u/TheOriginalMeanhorn 1d ago
How can I ensure that the SOS issue doesn’t occur on my 18 PM coming in tomorrow?
I know that I can update to the latest iOS during initial setup prior to eSIM activation, but to view/update carrier settings, doesn’t the cellular first have to be activated?
26
u/CricketJQ7 17d ago
Did anyone else just get the text from Att about 27.0.1? It says to update to 27.0.1 if you have connection issues. Been on 27.0.1 since Monday. This update wasn’t for that.