Apple issues emergency fix for Telstra iPhone connectivity glitch

Apple has officially deployed a critical patch for Telstra customers following a software-related issue that left users of older iPhone models without mobile service.

The connectivity blackout affected owners of the iPhone 8, iPhone 8 Plus, and iPhone X.

The issue emerged earlier this week following a standard software rollout, prompting Apple to temporarily pause all updates while a solution was developed.

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While general iOS updates remain paused for the three affected models, Apple has released a specific carrier settings update to restore functionality.

Unlike a standard iOS version update, this patch focuses specifically on the device's connection to the Telstra network.

Impacted users are advised to manually trigger the update to restore their ability to make calls and access mobile data.

How to install the fix

Telstra customers currently experiencing a "No Service" status on iPhone 8, iPhone 8 Plus and iPhone X should follow these steps immediately:

1. Connect to a Wi-Fi network: Ensure the device has an active internet connection.
2. Navigate to Settings: Go to General > About.
3. Accept the Prompt: If an update is available, a pop-up will appear. Select "OK" or "Update" to install the carrier fix.
4. Verify Version: Once complete, scroll down to Service Provider. It should now display "Telstra 54.1".

Following the installation of the carrier patch, cellular signal bars should return to the device. Apple is expected to resume the broader iOS software rollout for these models in the coming days.

A key focus of these upcoming updates is ensuring full compliance with Australia's Triple Zero emergency network.

While this issue was caused by an iOS update, it's critical that all users continue to accept new software versions on all phones to ensure the latest security and connectivity issues are addressed over time.

Telstra reported yesterday it was "investigating an issue preventing some older Apple devices from connecting to our network, including calls to 000".

9News understands the affected devices are the iPhone 8, iPhone 8 Plus, and iPhone X, which have been recently updated to a newly available version of iOS, likely released on Monday in Australia.

The affected software versions are:

• iPhone 8 updated to iOS16.7.13
• iPhone 8 Plus updated to iOS16.7.13
• iPhone X updated to iOS16.7.13

Optus and TPG/Vodafone users are not affected, nor are users of more recent iPhone models.One online user complained to Apple that "we have 2 x iPhone 8 Plus. Earlier today, we installed the Apple-recommended iOS update to v 16.7.13 to address Triple Zero issues here in Australia. Now we cannot make calls, send SMS, and have no 4G connection."

Late last year, Apple issued updates for the iPhone 12 after discovering that in extreme circumstances there may be instances where that device would not correctly connect to Triple Zero.

Earlier this week, Apple expanded that advice to cover a much wider range of devices, including iPhones and the Apple Watch.

• iPhone SE (1st generation)
• iPhone SE (2nd generation)
• iPhone 6 and iPhone 6 Plus
• iPhone 6S and iPhone 6S Plus
• iPhone 7 and iPhone 7 Plus
• iPhone 8 and iPhone 8 Plus
• iPhone X
• iPhone XS and iPhone XS Max
• iPhone XR
• iPhone 11, iPhone 11 Pro, iPhone 11 Pro Max
• iPhone 12, iPhone 12 mini, iPhone 12 Pro, iPhone 12 Pro Max
• Apple Watch SE 2
• Apple Watch Series 6
• Apple Watch Series 7
• Apple Watch Series 8
• Apple Watch Series 9
• Apple Watch Series 10
• Apple Watch Ultra
• Apple Watch Ultra 2

While not confirmed, it appears this issue has come as a result of the most recent fix for the recently identified Triple Zero issue but a configuration error with the Telstra carrier settings has caused the fault on individual devices.

It's not possible to "downgrade" to a previous version of iOS, but users are advised to ensure they are connected to a WiFi network to ensure they can receive any additional software updates that will be issued to fix the problem.

"We recommend customers using these devices delay updating the software on their device until we confirm the issue is resolved.

"Devices that may be impacted include iPhone 8 updated to iOS16.7.13, iPhone 8 Plus updated to iOS16.7.13 and iPhone X updated to iOS16.7.13.

Customers have been told to visit the Telstra website for updates.

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