iOS 18.2 // E-sim Issue.

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iOS 18.2 // E-sim Issue.

Dear Concern team,

I am writing to seek urgent resolution regarding the issue I am facing with the repair of my device (iPhone 15 Pro, 256GB). The issue comes after the iOS upgrade from version 18.1 to 18.2, which caused a failure in activating the eSIM, resulting in no network service. Please find the details of the situation below:

Upgrade Issue:

I received a notification to upgrade from iOS version 18.1 to 18.2 last month. After performing the upgrade, I discovered that my mobile network was not working, and the device displayed "No Service."

Apple Support Interaction:

I contacted Apple Support via chat and multiple calls, who diagnosed the issue and advised me to downgrade the iOS version from 18.2 back to 18.1. Despite this downgrade, the problem persisted. Apple then recommended that I reach out to my cellular service provider.

Cellular Provider Involvement:

I contacted Airtel to activate the eSIM, but they confirmed that the issue was with my device, and they were unable to activate the eSIM.

Apple Service Center Visit:

Apple Support advised me to visit the nearest Apple Service Center. Since my device was out of warranty by 1-2 months, I was assured that the repair would be covered under a one-time warranty because the issue was caused by the software upgrade, and there was no fault on my part.

Repair Process:

I visited the Apple Service Center, where my device was inspected both physically and for software issues. The device was confirmed to be in good condition, and a job sheet was issued by service center with remark of ELS inspection (attached for reference).

Conflicting Information:

On December 17th, 2024, Mr. Kamal from the Bangalore IT team confirmed me that your device had been successfully repaired and a module has changed in the device and dispatched to the service center for collection. The same status was reflected on the Apple portal (screenshot given below). the above statement as they confirmed ,I have recorded voice of the communication between me and apple team. Based on apple team`s feedback, I went to collect the device on the same day, the service center staff informed me that the your device had not been repaired, and the issue remained unresolved due to "unauthorized work" found on the device.

I checked with Mr. Kamal again, and he assured me that the defective part had been replaced, and I should be able to collect the device. However, the service center again confirmed that the device had not been repaired.

Further Investigation:

On December 18th, 2024, Mr. Mohamed Fahad took over the case and assured me that he would investigate the matter and resolve the issue by December 23rd, 2024. However, on December 23rd, 2024, Mr. Fahad informed me that the device was still unrepaired, and the issue could not be resolved under warranty due to "unauthorized work and Mr. Kamal had previously provided incorrect confirmation that the device had been repaired.

Points of Concern:

Warranty Status:

My device was under warranty until just 1-2 months ago. Given this, I am perplexed as to why unauthorized work would have been done on my device.

Inconsistent Support:

Since the network issue began, I have been in constant contact with Apple Support and the service center, both of which initially confirmed that the repair would be covered under warranty. So, I fail to understand why unauthorized work is being mentioned now.

Service Center Assessment:

The service center inspected my device both physically and software-wise before submission and found it to be in good condition. They issued a job sheet accordingly (Attached.

Unclear Responsibility:

I am left confused about who is responsible for the unauthorized work—whether it was done by the service center or the Apple IT team, as the device was under the custody of both the service center and Apple team.

[Edited by Moderator]

iPhone 15 Pro

Posted on Jan 10, 2025 02:44 AM

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Answer 1

Jan 12, 2025 12:47 AM in response to Rajan_Delhi

Rajan_Delhi wrote:

Apple Support Interaction:

I contacted Apple Support via chat and multiple calls, who diagnosed the issue and advised me to downgrade the iOS version from 18.2 back to 18.1. Despite this downgrade, the problem persisted. Apple then recommended that I reach out to my cellular service provider.

This para posted by you makes things clearer.

Apple and iOS Downgrades: Apple Inc. or its representatives will never ask you to downgrade an iOS version. Apple restricts downgrades because it only signs a limited number of iOS versions (typically the latest public release and sometimes the latest beta). Once Apple stops signing an iOS version, it becomes impossible to install it through official means.
Downgrading iOS: Downgrading is not an official feature of iOS. It typically involves using third-party tools or methods that might compromise the integrity or security of the device. If a device has been downgraded to an unsigned iOS version, it’s often because the device was Jailbroken — a process that removes Apple's restrictions on the operating system.
Jailbreaking and Risks: Jailbreaking allows users to install unauthorized apps or tweaks and downgrade iOS versions, but it also compromises security, voids warranties, and may cause system instability. If you suspect that your device is jailbroken (or bought pre-jailbroken), you should reset the device to factory default settings to restore it to an official, unaltered state.
Factory Reset to Restore Your Device: Resetting your device to factory settings is a straightforward way to remove jailbreaking or unauthorized modifications and restore the device to a clean state. Do not take backup as that will not help. Here’s how to do it: How to factory reset your iPhone, iPad or iPod touch
Addressing Issues After Reset: Many software-related issues on a jailbroken or misconfigured device are resolved after a factory reset. If problems persist, ensure the device is updated to the latest iOS version supported for it. You can check for updates under Settings > General > Software Update.

By following these steps, your iPhone, iPad, or iPod touch will be restored to a secure and stable state, free from any potential issues caused by jailbreaking or unauthorized modifications.

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Answer 2

Jan 12, 2025 12:35 AM in response to Rajan_Delhi

It's not always the iOS update's fault! Many things can cause phone problems. If you tell people you think it's an iOS update, it might make it harder to fix or find a solution for the real issue.

Remember, the right question often leads to the solution!

iOS updates aim to enhance user experience, boost security, and fix bugs rather than disrupt core features. The majority of the issues after updates might stem from underlying, unmentioned factors. Updates won't typically alter personal data but may refine settings or features. Backup before major updates for safety. Review Apple's update details and backup advice for a smooth process.

Kindly consider checking your settings and addressing any device issues before attributing the issue to external factors. This could be a pure coincidence that the iOS update affected the iPhone functions.

Before initiating a standard iOS update, it's advisable to create a backup. Have you completed this step? If yes, proceed with the restoration from the backup.

See what each update does: About iOS 18 Updates, About iOS 17 Updates, About iOS 16 Updates, About iOS 15 Updates, About iOS 14 Updates, About iOS 13 Updates, About iOS 12 Updates, and so on...

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iOS 18.2 // E-sim Issue.

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