12-08-2016 1:48 PM
I am so sorry to hear that the Wi-Fi on your new phone is dropping constantly! I will be happy to help out today!
Does this happen with all Wi-Fi networks or just a specific one? I suggest testing this out with other networks if you have only tried one, to verify it is the device itself.
Check out our AT&T Troubleshoot & Resolve tool! After selecting your make and model, there will be an option for Wi-Fi under Service/network issues. I would take a trip through this handy tool first, to verify the problem is not being caused by the software not being updated, etc.
You can absolutely return the device as well within the return period. Check out our support article for returning or exchanging a newly purchased device for specific instructions!
Keep us updated! Have a great day!
Michelle, AT&T Community Specialist
12-14-2016 12:32 PM
Hello @ Mickdwag!
I appreciate you keeping us updated. I will be happy to continue assisting you!
An important setting to check on your phone is the Smart Network Switch, as this could be the cause of the issue. What this feature does is switches between Wi-Fi and Mobile Network, when it detects a weak signal, which helps to maintain a stable Internet connection.
To disable the Smart Network Switch option, from the home screen, navigate to Apps > Settings > Wi-Fi > Menu icon (three dots located in the upper-right corner) > Tap Advanced > Tap Smart Network Switch.
After disabling this feature, please test your phone and make sure it keeps a consistent connection using the Wi-Fi network this time.
Let me know how that goes and if you have any additional questions!
Anabel, AT&T Community Specialist
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