Level 1

45 points

iPhone 17 pro Cellular Connection Issue

I am incredibly frustrated and hoping someone from the community or an Apple representative can help me resolve this. I bought a new iPhone 17 Pro on launch weekend and it has a significant, persistent issue.

Here’s a breakdown of what has happened so far:

The Issue: The phone's cellular connection repeatedly fails. It goes from 5G to "no service," then to "SOS." This also causes repeated dropped calls. For context, the call dropped roughly 9 times during a senior support call. Apple Support: I've been in contact with Apple Support since day one. Their stance is that it's a carrier issue. I have a case number: 10**********. The senior advisor on the phone confirmed the issue was clearly documented.
Verizon Support: I have worked with Verizon's support team, and they have confirmed that they have done everything possible on their end. They believe it is a device hardware or software issue.
The Replacement Catch-22: Apple has told me they will not send a replacement device without charging me for a new one. They also stated that if they can't replicate the issue, I will be charged, and my original phone won't be returned. This is an unacceptable policy.
Left Without a Phone: To make matters worse, I've already sent my previous iPhone 12 Pro Max in for a trade-in credit, leaving me without a functioning device.

I am completely stuck. It's a brand new phone with a major issue, and neither Apple nor Verizon is taking ownership. I'm hoping someone here has experienced a similar situation or can offer some advice. Is there a way to escalate this with Apple to get a replacement without this unfair policy?

[Edited by Moderator]

iPhone 17 Pro, iOS 26

Posted on Sep 23, 2025 6:54 AM

Top-ranking reply

rohitfromlisle

Level 1

20 points

Posted on Oct 6, 2025 4:15 PM

I had issue with my new iPhone 17 Pro. It could not hold even one minute long conversation over FaceTime or WhatsApp or any data call. I did a lot of research, I went to the Apple Store and they ran the diagnostics. Everything comes fine. What finally did the trick was to delete all my eSIM and reinstall the eSIM by going to my T-Mobile store. The problem that is happening is the eSIM gets transferred to the new phone and that’s where there are some challenges. I guess the work around towards this is only to delete your eSIM and then reinstall mind you in the network store. They might just refresh the eSIM, but that does not work, you have to delete the eSIM and then reinstall the eSIM by the carrier.

View in context

48 replies

Oct 7, 2025 4:08 AM in response to pschatzow

There's definitely a cellular problem, even after 26.0.1 update.

The latency ping is not stable in 4G or 5G cellular.

Oddly enough, if you watch streaming like Twitch under PIP mode, the ping will be stable.

Oct 26, 2025 11:20 AM in response to pschatzow

i am having same issue, tried all trouble shooting with both the service provider and apple it self but not resolved, i would say its the problem of apple because i had same service provider with different iphone and it worked fine but when i bought iphone 17 problems started.

Nov 4, 2025 9:29 PM in response to pschatzow

what you want everyone in the world who has an issue to log it in this forum? There is obviously a phone issue itself whether HW/SW, regardless this should be taken seriously. This happening in Australia as well plus overheating of the device is an issue here.

sberman

Level 10

272,250 points

Sep 24, 2025 3:25 PM in response to Lady Engineer

Fourteen day exchange is correct, leaving you with quite a few days given launch day was less than a week ago.

WheelieNick

Level 8

45,863 points

Sep 23, 2025 6:57 AM in response to pschatzow

Apple is not participating on this user to user forums so we cannot help you. I believe tho it is a carrier issue, I dont have any problems with my iPhone 17 pro with this, but I hear issues around me and on this forums happening

Sep 24, 2025 7:01 PM in response to pschatzow

Running into the exact same issue. Was on a zoom call using heavy data, dropped at least 12 times from 5G UW to SOS. Contacted Apple and received the same crappy solution. I guess I’ll return it. Sigh.

tafree04

Level 1

0 points

Sep 29, 2025 5:34 PM in response to pschatzow

I’ve been having the same issue for the past 48 hours. Neither Apple nor Verizon are being helpful. This issue seems to be isolated to Pro models. Can swap for another Pro without charge, but risk still having the same issue. Both Verizon and Apple are hoping that we just roll over and let them nickel and dime us. Not satisfied with how either company is handling this

chazzzle

Level 1

8 points

Sep 30, 2025 8:57 AM in response to dayan273

Installed 26.0.1 yesterday, still getting drops today. I have the go ahead from an Apple Senior Advisor to exchange the phone. If there’s no fix before the end of my return window it’s going back to Apple. I just really don’t think it’s specific to my phone.

Sep 30, 2025 1:06 PM in response to pschatzow

My iPhone 17 pro is having the same issue. I keep losing signal every few minutes and dropped a few calls because of it. My wife is having no issues with her iPhone 15 pro. This issue has been very frustrating because I use my phone frequently for work.

Oct 1, 2025 10:59 AM in response to pschatzow

I have also been experiencing this on a base iPhone 17 on Visible. Service drops, goes SOS, and then comes back. Seemingly random and not patterned. I was hoping iOS 26.0.1 would fix this issue but it’s still happening.

Oct 10, 2025 12:58 PM in response to pschatzow

I’m having connectivity issues allot too, I had a iPhone 13 and this phone will constantly tell me on several apps I’m not connected to the internet. I just got my phone yesterday and the update didn’t help.

Is there going to be another planned update or should I go to a carrier store. I have Verizon.

wiredcs

Level 1

0 points

Oct 14, 2025 5:35 PM in response to pschatzow

Same issues here. I’ve been troubleshooting a CarPlay connectivity issue which I tracked down to the third party dongle but now I’ve had two calls drop out of the maybe 10 I’ve had. One with the Apple senior advisor!

Vlad898

Level 1

8 points

Oct 16, 2025 8:15 AM in response to pschatzow

I had a 13pro and T-Mobile prepaid, and I didn't notice any problems. I bought a 17pro on a T-Mobile postpaid contract, transferred my number, and now calls don't work in my apartment. I have to go out on the balcony. And when I'm driving around on business, my internet connection constantly drops out and I only have access to SOS. I read this forum and tried all the recommendations, but they don't work. The internet only comes back after switching to airplane mode.

Nov 2, 2025 3:45 PM in response to pschatzow

I have an iPhone 17 pro and so frustrated with this phone. During a phone call my my phone drops out. I can still hear the other person however they cannot hear me. This continually happens and is very upsetting as I only bought the phone to use solely as a phone and camera …. What can I do.

Nov 8, 2025 8:01 PM in response to pschatzow

I’m also facing same issue the cellular connection goes off and on cut off call everything will data or call this need to be resolved asap I’m frustrated every time I have to reset my network yet not helping after one hour back to same issue

iPhone 17 pro Cellular Connection Issue