iPhone 18 Pro Max losing cellular service/SOS on AT&T — known reprovisioning issue?

I fought the good fight for 12 days...

TLDR: Return it, get a new one. Like magic.

3 tickets with AT&T, each one closed 24 hours later, with a email note telling me "AT&T Free Msg: The network ticket we filed for you is closed. Everything looks good on our end. For indoor specific issues connect to Wi-Fi.(www.att.com/features/wifi-calling) XPRU_X011EH""

Each time obviously not resolved... each time start over because the previous ticket was closed and contained no info... the 4th time I just stopped responding and tried apple support again... who sent me to AT&T again, again and again... Closest Apple Store is 65 miles from my house, a couple miles closer than the one I picked up the phone from 12 days prior... but still a jaunt... got there at about 3:30... 3 hour wait to get to a genius.. who told me what we already know, which is they don't know yet... and they had no repair units to swap with me... I was still in the return window, and they had my version in stock... I returned the old one, bought the new one... problem gone... so far...

Working theory I discussed with the apple peeps was bad batch of IMEI numbers, either duplicates, malformed or a bad batch of chips from Qualcomm that is can't hash correctly and gets booted from the system...

SO hard to blame AT&T if a new handset fixed the issue... but still pawsible if AT&T is responsible for the IMEI issue if that turns out to be the case.

GenX rant ahead about a 1st world problem:

Apple can contact me for more info on my experience, because the other thing all these comments and threads have in common is that Apple Customer service was abysmal... AT&T also having abysmal service left all of us "fans" of apple in a lurch... imagining that it is ok, 2 weeks out from launch, to have customers not only with non working phones but also leaving the return window, with perhaps no phone to fall back on because it was an upgrade, while you absolutely know the product is defective or at least non functional with it's signature feature... (I know I know... but it is called the iPHONE...and off wifi access is why its not called iPod or IPad)

PROACTIVE...Apple absolutely knows who is with at&t...and Apple definitely knows or should know by now, which launch day customers were effected... yet still crickets, no contact... One sure way to destroy a brand... destroy the trust of your most ardent fans...

This world makes it hard enough to try and still believe there are companies that still care about their customers beyond the $$$$, AT&T lost their way some time ago, but Apple was still one of them for me... I'm not sure it is anymore, and that just makes me sad.

❤️‍🔥

🫰🏻

Same issue here. Went to an ATT store to get a new eSIM but that didn’t fix it. I was one the phone for an hour with ATT tech support at the store and they couldn’t fix it either. Made an appointment at an Apple Store and they ordered a replacement phone. Got it yesterday and everything is working perfectly.

I bought my IPhone 18 Pro Max from the Apple app, I’m on AT&T. I had SOS, or the phone would sometimes have full bars but still not connect to the network. AT&T store was my first stop, they said since I didn’t buy my phone there they couldn’t help me. Got a Genius Bar appointment at Apple Store last Thursday 10/15, after 3 1/2 hours of waiting/testing by Apple, they said they needed to order me a new logic board. They did not even suggest replacing the phone. The board wasn’t in stock, it came in Saturday, Monday and they replaced the board, that did the trick, just irritated about the 7 hours of my time trying to get it fixed.

iPhone 18 Pro Max with AT&T …FIXXED??? It worked great for the first couple of days; then it suddenly wouldn’t make calls and got SOS instead of cellular bars. I rebooted 3X and tried airplane mode >30s, but neither helped. After 3 calls to AT&T and getting disconnected (calling using a different phone), I got through to AT&T tech rep, who downloaded a new eSIM. This didn’t immediately fix— still showed SOS. Still on the phone with AT&T, I went into settings and deleted old eSIM which showed same phone number (since she’d sent me a new one for my phone number). The new one still said “Activating…”. About 20m after I deleted the old eSIM and had restarted the phone, the new eSIM started working, and I was able to make calls again. Then, a few minutes later, the iphone went back to SOS briefly; after another 5 minutes, the phone showed a couple bars of signal (typical for the rural area where I live), and I was able to make calls again. I’m typing this a few hours later, and it’s still working, so hopefully it’s fixed. If it is not right tomorrow a.m., I’ll be heading to AT&T store right away….

AT&T released an update late yesterday and is pushing it to users. Please go to Settings > General > About > and wait a minute or two for a notification to appear. If it does, follow onscreen instructions to install. A restart will likely occur. You might want to check with an AT&T corporate store if it’s not been pushed to you yet.

Update here. Just picked up my replacement 18 pro max and everything seems to be normal again. The tech at the Apple Store confirmed that AT&T has now officially taken responsibility and is working on the fix. They tech said since AT&T has admitted fault they will no longer be accepting replacement requests. They honored mine since it was already approved. So hang in there all. They stated a fix was soon. I’m calling AT&T tomorrow and demanding a credit for all the days without service. Good luck all!

Update here. Just picked up my replacement 18 pro max and everything seems to be normal again. The tech at the Apple Store confirmed that AT&T has now officially taken responsibility and is working on the fix. The tech said since AT&T has admitted fault they will no longer be accepting replacement requests. They honored mine since it was already approved. So hang in there all. They stated a fix was soon. I’m calling AT&T tomorrow and demanding a credit for all the days without service. Good luck all!

I use Verizon, when i setup 18 pro max (from my old 16 pro max) everything was flawless like any other time I’ve setup through icloud, aside from 1 exception…”couldn’t set up cellular” message appeared on the 18 pro max. Shortly before buying the 18 pro max i started a free att trial on the 2nd eSIM, forgot all about the eSIM on the 16 pro max cause att *** where i live, having the att eSIM transfer to the 18 pro max along with my primary Verizon eSIM kept me from being able to do anything with cell service. Call Verizon, they worked their magic and once att eSIM was removed/deleted all was well.

[Edited by Moderator]

SOS simply means that your phone is operating normally, but it cannot connect to your carrier. SOS allows your phone to make emergency calls with any carrier it can connect to.

Long shot: you may have an out of date carrier settings profile: Manually update carrier settings on your iPhone or iPad - Apple Support

It is almost certainly a provisioning issue. Call AT&T, as to speak to a senior tech, and ask them to re-provision your phone. This should only take seconds. Then restart your iPhone.

Super_Dave_J wrote:

For all following this, I went through AT&T for over 5 hours with tier 2 support, corporate and Apple. Also went to a corp AT&T store and the Apple Store locally. AT&T tried repositioning, 3 new eSIM, completely resetting my activation, and nothing… still same issue. The next day I received a call saying wait 4-7 days for an update from Apple or a carrier update on the phone. My diagnostic exam at the Apple Store showed all green and the phone is fine. They asked me if I wanted to wait for the update or have a new phone sent. I figured if the new phone came in 4-7 days, and the update was suggested to come in that same time, I’d roll the dice that a new phone wouldn’t have the issue. If it does, the update should come almost at the same time. So now I’m waiting. Like all of you, it started with a few dropped calls, then sos all day, now it’ll barely connect to anything ever if not on wifi. I’m hoping this gets enough attention that some form of compensation is handed out. To spend this much on an iPhone 18 pro max and to not have cell service since launch day is pretty ridiculous to expect loyal customers to just simply deal with and wait. They should be reaching out and communicating with us rather than everyone on blogs and Google begging for answers.

I hope you mean AT&T should be reaching and communicating with their customers? This isn't an Apple or iPhone 18 Pro model issue. It's COMPLETELY an AT&T issue. Every single post here about this issue is from an AT&T customer. We haven't seen a single complaint from users on Verizon or T-Mobile. Apple can't reprogram AT&T's systems. ONLY AT&T can fix their issue.

lap01nte wrote:

I am under the belief it is an Apple issue. and how their device and software does not integrate with the ATT network. they are the ones that made a change. I do think it should be a joint effort on how to resolve the situation...however the problem is with in apples scope cause to correct it would have to be done with in their permission/clearances. which if funny cause ATT was the ones that had the exclusive contract when it first dropped. how far we have come

You can believe anything you want. But it's not an Apple issue. If it was no iPhone 18 Pro model would connect to any network. But it's ONLY AT&T, which is an issue and even then, not every AT&T account is problematic. AT&T has to resolve the issue. They may need assistance from Apple, but ultimately, it's AT&T's issue to resolve. I'm on AT&T on 18 Pro and 18 Pro Max, with no issues whatsoever. Clearly, it's not an easy thing to fix, if it doesn't affect every AT&T user on the new phones.

I have also seen many of these posts exclusively with AT&T. I am sure Apple is working with AT&T engineers for a resolution and it does appear to be only with some iPhone 18 activations. It is clear it is an eSIM activation problem as it does not affect all iPhone 18's (including yours) and it is only with AT&T. I suspect that this will be resolved either behind the scenes on a network level or AT&T will force out a new Carrier Update, they certainly do not want to lose customers to T-Mobile or Verizon.

Yes. My update post tonight confirmed that Apple techs shared with me that AT&T has officially taken responsibility (at least with Apple). I haven’t seen anything online about it but several techs stated that Apple announced internally today that it is 100% an AT&T issue.

Same issue. ATT. Iphone 18 Pro Max.

BlueEyedGirl961 wrote:

My son’s new iPhone 18 Pro Max is having serious cellular connectivity problems on AT&T.

It repeatedly loses cellular service and goes into SOS. It may reconnect to 5G/5G+, but calls and cellular data become unreliable again. Text messages are also sometimes taking as long as five minutes to arrive.

Interestingly, I also have an iPhone 18 Pro Max on the same AT&T account and mine is working normally.

I spent over an hour with AT&T Tech Support. They opened a service ticket and the representative told me this is a known network issue involving the reprovisioning of phones. I was told to allow 24–48 hours for it to be resolved and to use Wi-Fi in the meantime.

I’m trying to determine how widespread this is. Are other iPhone 18 Pro/Pro Max owners experiencing SOS, intermittent cellular service, delayed texts, or 5G showing even though calls/data aren’t working?

I’d especially like to hear which carrier you’re using — AT&T, Verizon, T-Mobile, etc. — because I’d like to determine whether this is primarily an AT&T provisioning issue or something affecting the iPhone 18/iOS more broadly.

We've seen several posts from people ALL with AT&T, who are having issues. It doesn't appear to be an issue with other carriers, which validates it's an AT&T issue, not an issue with the new phones. You'll just have to push AT&T for a resolution.

My main issue was the att IMEI, when I called my primary (Verizon) for help with 18 pro max cell not working it came down to removing att’s esim secondary line, all was well.

I’m in Iowa and have Verizon and just got a new iPhone 18 promax along with my son last Saturday 9/18/26 and I have dropped more calls and 9/10 times I call my sons phone and it won’t go through and or don’t ring or call goes straight to voicemail and won’t ring. Texts are slower even on 5g

wry frustrating as my son is sick and I can’t even call the drs office as it fails and says user busy every time!!!

Apple has a storied history of not discussing what they're working on, so it wouldn't be unusual for Apple to not publicly discuss this issue. But in reality, this is an AT&T issue and perhaps Apple is working on this WITH AT&T, but it's up to AT&T to resolve this and push out a carrier update to fix the connectivity issue on AT&T's network.

For all following this, I went through AT&T for over 5 hours with tier 2 support, corporate and Apple. Also went to a corp AT&T store and the Apple Store locally. AT&T tried repositioning, 3 new eSIM, completely resetting my activation, and nothing… still same issue. The next day I received a call saying wait 4-7 days for an update from Apple or a carrier update on the phone. My diagnostic exam at the Apple Store showed all green and the phone is fine. They asked me if I wanted to wait for the update or have a new phone sent. I figured if the new phone came in 4-7 days, and the update was suggested to come in that same time, I’d roll the dice that a new phone wouldn’t have the issue. If it does, the update should come almost at the same time. So now I’m waiting. Like all of you, it started with a few dropped calls, then sos all day, now it’ll barely connect to anything ever if not on wifi. I’m hoping this gets enough attention that some form of compensation is handed out. To spend this much on an iPhone 18 pro max and to not have cell service since launch day is pretty ridiculous to expect loyal customers to just simply deal with and wait. They should be reaching out and communicating with us rather than everyone on blogs and Google begging for answers.

manowar wrote:

It’s only ATT and it’s only the 18 pro max!

13 days and crickets from ATT or Apple and I don’t care if it’s 20 phones or 20 thousand. People are being screwed big time on this and I can’t wait to see how either company does nothing to compensate customers. They’ll just blame eachother!

Or, move your cellular service to a carrier which isn't having any issue, like Verizon or T-Mobile.

StoneInSilver wrote:

Not just the Max. I have the Max and my wife has the smaller Pro. Both of us are having cell issues.

I never said it was just the Max. It's not the size of the phone. It's the fact that AT&T has messed up the eSim system for either size for some people.

Same issue, 18pro max on AT&T.

i spent half day with apple and AT&T tech support. They installed new sim but it didn’t work. AT&T told me it’s hardware issue and to ask apple for a new phone.

apply told me it’s carrier issue and to go back to at&t.

I set up a Genius Bar appointment so we will see where that goes.

Both of my 18s I ordered had SOS issues. I called every day and went to att stores and no one helped. After two weeks, their tier two told me they had no idea when a fix would occur and I should return my phone. Since I ordered my phones, they were going from the order date and not the shipping date and I could not return the phones because the system would not allow it. It stated my 14 day period of return was over. Their website site clearly states that if you ordered the phones, the time starts with the shipping date. It has been a never ending battle.

Today, I did speak to an agent who happened to have one of the phones stuck in SOS (for 3 days) but that agent sent me labels and I returned them today without going through the system. Hopefully they are accepted when they arrive. My experience with ATT and has not been pleasant throughout this ordeal.

There is another thread on here that has many more responses but unfortunately, no solutions or word of when it may get fixed. We’re now at the end of day 7 and still nothing. I have switched back to my 17 Pro Max and will give it until middle of next week and if nothing is solved I will just return the phone and either skip the 18 altogether or try again. I like the Cosmic Orange enough to keep it and wait for iPhone XX. Here’s a link to the other discussion:

iPhone 18 pro max cellular issues - Apple Community

Same exact thing happening to me now. I have the iPhone 18pro max going into SOS and can’t call. AT&T tried a new eSIM but that didn’t help. Going to the Apple Store today to see if they can help. Their next appointment is not for 3 days in my area so hope they take walk ins.

It’s only ATT and it’s only the 18 pro max!

13 days and crickets from ATT or Apple and I don’t care if it’s 20 phones or 20 thousand. People are being screwed big time on this and I can’t wait to see how either company does nothing to compensate customers. They’ll just blame eachother!

I have had continuous issues since upgrade on 9/22 to the 18 pro max on AT&T. This week has gotten significantly worse where I can not use voice calls at all. Data works but lags. I have spent hours on the phone with technical support. AT&T blames Apple. Apple blames AT&T. On Tuesday, I requested a case ticket number with the fourth person I spoke to but was told I didn’t need it because he reprovisioned my number and it was fixed. Wednesday morning I woke up to my house on fire. Finally got through to 911 but the call was spotty. After the call failed, I tried to call my kids to wake them up - call failed - on WiFi! Today I went to the AT&T store and was told I needed a ticket number then it would be 48 hours for a response on how they will handle my case. Again they blamed Apple. I’ve been an AT&T customer for 20 years and they have 48 hours to make this right.

bamtampa2 wrote:

Same issue. ATT. Iphone 18 Pro Max.

The same answer. You'll have to wait till AT&T fixes their issue.

Not just the Max. I have the Max and my wife has the smaller Pro. Both of us are having cell issues.

I’m having same problem, I am told that Apple is working on the issue but I haven’t seen evidence or no info has came from Apple ref this problem

Perhaps it’s time to return these AT&T phones and switch to Verizon.

Curious if they tested your phone and if it passed/failed at all? They ordered a replacement for mine even though it passed all the tests. So, I’m wondering if everything is working for you now because the phone was defective and that was the problem. If mine is technically fine but having the problem, then I’m worried the new phone will still not work. :/

That’s great that Apple actually helped you guys! They completely refused to help me in Louisville, so I guess I will get to not have a phone until my return window is up, in which case I guess I’ll just have to force them to with my warranty. This has left a really sour taste in my mouth for apple and att.

I am under the belief it is an Apple issue. and how their device and software does not integrate with the ATT network. they are the ones that made a change. I do think it should be a joint effort on how to resolve the situation...however the problem is with in apples scope cause to correct it would have to be done with in their permission/clearances. which if funny cause ATT was the ones that had the exclusive contract when it first dropped. how far we have come

Jeff Donald wrote:

AT&T released an update late yesterday and is pushing it to users. Please go to Settings > General > About > and wait a minute or two for a notification to appear. If it does, follow onscreen instructions to install. A restart will likely occur. You might want to check with an AT&T corporate store if it’s not been pushed to you yet.

For both of our iPhones (18 Pro and 18 Pro Max), the carrier settings automatically installed, but going to General > About, I did see a notification they were installed and applied to both phones. Reception seems to have been improved, but neither of us had any SOS issues on either phone.

Neither my wife nor I have had the issue either. I did get a text from AT&T advising me to install the update, but my modem was already at a higher version. I suspect multiple versions for different models may have been released.

Jeff Donald wrote:

Neither my wife nor I have had the issue either. I did get a text from AT&T advising me to install the update, but my modem was already at a higher version. I suspect multiple versions for different models may have been released.

I do feel bad for those who bought brand new iPhones to find they couldn't use them as a phone with AT&T. I hope this fully resolves this for those afflicted.

I can help you reach a DR for your son or ask a neighbor, someone else posted the same issue with AT&T, said he woke up to his house on fire and couldn’t call his kids, i pray they made it out ok or he at least ran down the hall to get them out. If you need me to make a call for you please don’t hesitate.

Yep mine started the same thing today (24sept26). It’s frustrating having bought the “latest greatest” and have these issues.

YES! Me too. Driving me insane.

Same. This is terrible

Is the new phone still working for you? I got my replacement and it’s now back to not working.

I am told that Apple is working on the issue

Your source?

I think it is an apple problem. My finances phone on att is working fine and it’s an android I’m the only one with an issues and i have an 18 pro max

Im staying away from the new phones for now until they are corrected.

One of my two phones worked great for three days. Then it went into SOS and no one was able to correct it. Hopefully yours will continue to work.

UPDATE: iPhone 18 Pro Max I mentioned above is back in SOS mode today and won’t make calls again, so I’ll be heading to AT&T store. New eSIM obviously was only a temporary fix.