My son's new iPhone 18 Pro Max repeatedly loses cellular service, switches to SOS, reconnects to 5G or 5G+, and then stops handling calls and mobile data again. Text messages can take several minutes to arrive, while my iPhone 18 Pro Max on the same AT&T account works normally.
AT&T support initially said this was a known network or reprovisioning issue and told me to wait 24–48 hours. After several calls, chats, eSIM changes, and reprovisioning attempts, the guidance became inconsistent. I was first told that a support ticket existed, then that no ticket had been created, then that a new ticket had been opened, and finally that the phone was attached to a broader network ticket. I was also initially advised not to replace the phone because it might interfere with the investigation, but I was later told to return it and exchange it for another model.
A store visit did not resolve the problem, and AT&T has not provided a reliable timeline. Wi-Fi is only a temporary workaround because the phone needs to work while traveling and in places without Wi-Fi. I am also trying to determine whether this is an AT&T network issue, a device problem, or something Apple needs to address. Has anyone with a new iPhone 18 Pro or Pro Max experienced SOS alerts, delayed texts, 5G without usable service, or repeated cellular dropouts?
4 Answers
Some reports suggest Apple may release a software update aimed at cellular problems on the newest iPhones. Until then, installing any available carrier settings or iOS updates may be worth checking, although that will not help if the issue is specific to AT&T’s network provisioning.
Two iPhone 18 Pro lines on T-Mobile have been working normally for me, so the symptoms may be related to AT&T rather than the phone model itself. Switching carriers could be a practical option if AT&T cannot provide a clear resolution, though device availability may delay that.
At this point, keep screenshots of every support conversation, along with ticket numbers, appointment details, and dates. If the carrier continues charging for service that is not usable and cannot explain what is happening, a formal billing dispute or regulatory complaint would at least create a documented escalation.
The conflicting explanations are the most concerning part: being told there is a ticket, then no ticket, and later a master ticket makes it difficult to know whether anyone is actually tracking the problem. Asking for a manager or the carrier’s executive escalation team may get a more consistent case owner than starting over with regular support each time.
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