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The Samsung Galaxy S24
MarcelProust's profile

New Member

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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

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232.3K Messages

2 years ago

Thank you for reaching out to Community Forums @MarcelProust!

 

As @formerlyknownas stated with helpful information about our 3G has phased out all over since Feb. 2022

 

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.

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.

 

Thanks again for connecting with Forums.

 

Ashley, AT&T Community Specialist 

New Member

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5 Messages

2 years ago

I've mentioned Microcell in my first post only, as a possible solution. I was told that it will not solve my problem. Ok, I accepted that, and never mentioned it since. 

I am surprised with how unprofessional AT&T customer support is. It never addresses my problem. All advice was to reset the new device, which was new and straight from the factory anyway. I did reset it, and as expected it did not solve the problem.

I do not think it good for AT&T to keep returning to Microcell, and continue to argue with me about minor discrepancies in my first post. I think customers come here to get solutions to their problem, and not to keep arguing like in TV political shows. 

My final verdict - the device does not work as advertised, and the customer support is not properly trained to help people. I was loyal to AT&T, I am your customer since 2010. And I am unhappy. Sorry for the truth. 


New Member

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1 Message

2 years ago

It's one of those things if you don't have a solution for the problem then why try and be the know it all? Clearly they don't know anything otherwise a solution would be givin. I too have this problem as does everyone with att and this samsung galaxy 4 watch. It's amazing how little it's talked about. Goes to show how much a company like att cares about its customers. No one is pushing for a solution so no solution is given. All they can do is deflect and dissect what anyone has to say in order to make them feel dumb. Trolls will be trolls. I'm with ya marcelproust

Former Employee

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32.9K Messages

2 years ago

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