Find the perfect gift for the grad in your life with Graduation gifts that connects us from AT&T.
The Samsung Galaxy S24
MarcelProust's profile

New Member

 • 

5 Messages

Friday, April 22nd, 2022 12:21 AM

GALAXY WATCH 4 overheating problem

My new Galaxy watch 4 LTE cannot make calls. After 1 minute the connection is dropped, and the watch goes into the cooling mode.  I googled it, and it is a common AT&T problem.  Many people have similar complaints. When the signal from the tower is weak, the watch uses a lot of power and rapidly overheats. This happens only with AT&T (GSM signal) and not, say, with Verizon (CDMA). 

Now, for my phone I use AT&T MicroCell to boost the signal at home, where the signal is weak. However, Microcell is not supported anymore as AT&T now recommends calling over wi-fi instead. 

If I would be able to connect my new watch to my Microcell, the signal would be strong, and I could use my new watch to make calls with no overheating. But the watch is locked to AT&T network (I cannot choose it manually) and I cannot see Microcell. (Alternatively, if the watch would use calling over wi fi, it would also solve the problem, but Samsung's Galaxy watch does not support wi fi calling.)

AT&T - please just unlock my watch and allow me to connect to Microcell. Otherwise, I will return my new watch. It is crazy - to buy a watch for 400 USD, to pay for extra line monthly, and not be able to call. 

Any alternative solutions?

Community Support

 • 

232.3K Messages

2 years ago

Hello, @MarcelProust we're here to help with options for your Galaxy watch 4 concerns.

 

If the device is overheating and the performance also appears to be affected, such as software freezing, shortened battery life, device shutting off etc, this may indicate a more serious issue. Here are a few troubleshooting steps to help towards a solution. 

  • Update Your Watch. Keep in mind the software update are only available for AT&T branded devices.Get the most recent version to make sure you have the latest features and device protection options.
  • Turn Off Wi-Fi, Bluetooth, GPS
  • Disable Always-On Display
  • Remove Unnecessary Apps. 
  • Free Up Storage.
  • Force Restart.
  • Reset the Watch.

Visit our Device help center to assist with navigating your Galaxy 4 watch to complete the steps above. Select your device make and model, and the follow the prompts. In addition, if you are still experiencing that your device is overheating, we may need to look into replacement options

 

Feel free to reach back out if you have any questions. Thank you for contacting AT&T Community Forums. 

 

Alasani, AT&T Community Specialist 

ACE - Sage

 • 

117.7K Messages

2 years ago

If I would be able to connect my new watch to my Microcell, the signal would be strong, and I could use my new watch to make calls with no overheating. But the watch is locked to AT&T network (I cannot choose it manually) and I cannot see Microcell.

This is false.  

Galaxy watches are not locked to any service provider.

You cannot see anything other than the AT&T network because you are using the AT&T network for service. And also the MicroCell is obsolete and cannot function.  The MicroCell only connect to AT&T 3-g network which no longer exists. 

There's nothing you can do to a watch or phone to make them connect to the old DPH 153 or 154 MicroCell and make it work - it's just not possible anymore.

If you are within the 14-day return policy, you can return the watch. After 14 days you are limited to a warranty replacement which has to be taken up with Samsung directly

ACE - Sage

 • 

117.7K Messages

2 years ago

New Member

 • 

5 Messages

2 years ago

I still can connect to my MicroCell using my old iphone and Galaxy S20+. The connection is good and reliable. 

In any case, I got a replacement watch from AT&T. The overheating problem is still there. After one minute the calls are dropped. I think the reason is in the weak signal at home. In the areas with strong signal the calls last longer. 

I guess Samsung Galaxy watch 4 is not good for AT&T. AT&T uses GSM that consumes too much power. 

IF the overheating problem is not resolved, I will return my watch, and I will switch to Verizon. The coverage and especially the customer support at Verizon are better.

Why should we spend time with new devices that do not work as advertised, and AT&T customer support gives misleading answers? I guess they do not want to publicly acknowledge, that the watch does not work in all the coverage areas, where the phones work.  Their suggestion to turn off wi fi and other features sounds ridiculous. Why buy smartwatch then?  

ACE - Sage

 • 

117.7K Messages

2 years ago

@MarcelProust

AT&T uses GSM that consumes too much power.

False.

AT&T is not been a GSM carrier since 2017. They are also no longer an Hspa/UTMS carrier.  GSM is a 2G technology, UTMS/HSPA is 3g.

Cdma is also 3g, and is also going away. Verizon does not allow any new CDMA activations and hasn't since 2019.

Your watch must function on the LTE network (no matter which service provider) and it does.

All networks in the United States are getting rid of their 3-g service. Most of Europe is already way ahead of us. Service will be limited to LTE and 5G on all carriers.  There is no difference in LTE between AT&T, Verizon and T-Mobile. The idea that Verizon and Sprint is "CDMA" is false. Those limits no longer exists.

   LTE is a universal and standard.   The only difference now is the availability of LTE bands. Since your wash has Universal LTE bands, it's the same on any carrier. 

Community Support

 • 

232.3K Messages

2 years ago

Thank you for reaching out to AT&T Community Forums @MarcelProust.

 

If you received a replacement device, and your watch is still overheating you can review your replacement options

  • Your replacement device has a 12-month warranty.
  • Contact Asurion at 888.562.8662 for device issues within the first 30 days.
  • For device issues after 30 days, contact AT&T Warranty at 800.331.0500.

For additional information on the coverage in your area, check out our AT&T map to see your local coverage. Let us know if you have any questions. Thank you for contacting AT&T Community Forums. 

 

Alasani, AT&T Community Specialist 

New Member

 • 

5 Messages

2 years ago

formerlyknownas, thank you very much for your information. I see that you know much more than I do. However, in your replies you find discrepancies in what I wrote (and sometimes your comments are not correct, for example, I am still using my Microcell, and it works fine with my phones). But again, you are very knowledgeable.

However, your comments are somewhat useless, and they just praise AT&T, and they are not related at all to the problem I am having.

Just think about it, I got a $400 watch from AT&T, committed to a new line, and the watch does not make calls. It sounds like nonsense, no matter what standard AT&T us using, GSM or LTE. The watch and its replacement do not work!!

And what help I am getting from AT&T customer support? Only a suggestion to turn off all the advanced features, like wi fi. It does not help, by the way.

So, please. If you have some solution to my problem, I will be very grateful to you. But if you don't, why spend time and write long comments that do not help at all?

Thank you, and sorry for being somewhat direct...

Community Support

 • 

232.3K Messages

2 years ago

Hey there @MarcelProust!

 

Have you had the chance to try the tips listed above from the previous agent? 

 

We recommend to try troubleshooting first as listed above in this thread. 

  • Update Your Watch. Keep in mind the software update are only available for AT&T branded devices. Get the most recent version to make sure you have the latest features and device protection options.
  • Turn Off Wi-Fi, Bluetooth, GPS
  • Disable Always-On Display
  • Remove Unnecessary Apps. 
  • Free Up Storage.
  • Force Restart.
  • Reset the Watch.

If that doesn't help, then let us know so we can take a closer look into your account to figure out our next steps. 

 

Clarissa, AT&T Community Specialist 

New Member

 • 

5 Messages

2 years ago

As I said before, I am unhappy with a generic AT&T response. They persistently suggest to turn off bluetooth, to turn of wi fi. Really? I already answered to that once. Why do you ignore my answer?  Let me repeat - I paid $400 for the smartwatch with all these features. I need them. I want to call from my watch and talk using my headphones, so I need bluetooth. I paid $400 for these features. Now, AT&T suggests to turn them off.  The meaning - pay us $400, but do not use the features we advertised, promised and charged for.

By the way, I did all this, turned off all battery consuming services and the problem persists.

I got a replacement new Watch from AT&T and it has exactly the same problem. And it is not that I installed something, no. I just got the watch from AT&T, and it had the above problem right out of the box. So, how one can suggest resetting? The replacement watch did not work right out of the box either.

I got return shipping labels from AT&T, will return both watches tomorrow. 

It looks like AT&T does not have a solution to this problem, and they just give me generic answers that do not make much sense. The watch just does not work with AT&T in the areas where the signal is weak. You can use your phone, but not watch. 

ACE - Sage

 • 

117.7K Messages

2 years ago

However, your comments are somewhat useless, and they just praise AT&T, and they are not related at all to the problem I am having.
Praise?  🤦🏼‍♀️  Huh?   All I've delivered is technical  facts on how service works, and doesn't work.   

With the end of 3g, the old MicroCell cannot work anymore.  

As in my first post, if the watch doesn't work, you have only 14 days from the day it was shipped to you to return the watch. 



Just think about it, I got a $400 watch from AT&T, committed to a new line, and the watch does not make calls. It sounds like nonsense, no matter what standard AT&T us using, GSM or LTE. The watch and its replacement do not work!!

So return it! 

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.