10-19-2016 3:59 PM
I received a Samsung J3 from AT&T on Monday. I got the phone setup, but I noticed that Wi-Fi connection would drop in anywhere from 2 to 30 minutes. Once the connection drops, it automatically reconnects within 2 to 3 seconds. Then the cycle repetes. The connection will drop in 2 to 30 minutes. I have 5 other devices connected via my Wi-Fi and none of them are droping the connection (than includes another cell phone, not a Samsung).
I took the phone into the AT&T store and the service person wanted me to duplicate the error there in the store using AT&T's Wi-Fi. No problem, it droped the connection there too. They reluntantly exchanged the J3 for a new one. Got the phone back home and it was still doing the exact same thing.
I got on my home phone (a land line) with AT&T support. We went through thier entire check list for troubleshooting the J3. That included reseting every electronic device in the Wi-Fi chain, doing a factory reset on the J3, even replacing the Sim card. Nothing we tried changed anything about the problem.
Since other people have had the same problem, I suspect that someone has an answer. Any help is appreciated.
10-20-2016 5:34 PM
Hey there @Jim45324,
I rely heavily on my Wi-Fi connection to connect to the internet on my device! Aside from the fact that it helps keep my monthly data usage low, in most cases the Wi-Fi in my apartment is just faster than my mobile network connection. So if I was watching an online video and my connection dropped and reconnected constantly I can totally see how that would be a nuisance. I’ll be more than happy to help!
It seems as if you’ve ran through a lot of the preliminary troubleshooting steps, but there are a few more things we can verify. First let’s make sure “Smart Network Switch” is disabled. This feature automatically connects to your data network if the phone determines that the data network is stronger or faster. To disable this feature please complete the following steps:
Another step we can take is resetting the network settings on the device. This will not delete any stored information on the device, it merely reset all network settings and ensures no connections are active. To reset the network settings please follow these steps:
Let us know how this goes, if the issue persists we’ll be more than happy to look into further options with you!
Bradilynn, AT&T Community Specialist
10-21-2016 5:58 AM
I tried your suggestions, nope, they did not change anything. I have been online with Samsung support. Among other things they had me bring the phone up in Safe Mode. The connection still dropped. They want me to send the phone in to them to look it over. That is not going to happen.
10-22-2016 12:15 PM
Some additional information. I took the second phone back to the AT&T store. They said they could only replace the phone once unless it was considered DOA (dead on arrival), which, of course, it was, since it will not maintain a Wi-Fi connection.
So they replaced it again. I did not allow any additional apps on the phone. I only connected it to my Wi-Fi. Within 30 minutes, it was dropping the connection. AT&T it seems is pushing phones that AT&T knows are faulty. I did not call AT&T, they called me, wanting me to change my cell phone service to them. I did. It is apparent I made a mistake in thinking that AT&T is a reputable company. It was the AT&T represenative that recommended I get this specific phone.
10-27-2016 3:51 PM
Thank you for your follow up information. I’m sorry to hear you’re continuing to have this issue and we’ll be happy to look into it further.
Please send a message to @ATTMobilityCare and include your first and last name, a good contact number and the best time of the day to reach you.
We look forward to hearing from you!
Fiona, AT&T Community Specialist
10-27-2016 4:56 PM
I am impressed. The AT&T Community Specialists must be really special. I am sorry, but my e-mail will not allow me to send a message to @ATTMobilityCare with the information you have requested. My e-mail tells me it can't send an e-mail when no person has been specified.
10-27-2016 5:33 PM
@Jim45324. That is not email. It is the forum message service. Click on the blue letters then message, then fill in title and text box
10-27-2016 5:34 PM
FYI. You have 14 days to return a defective device. Keep track as you may already be close to day 14.
There are other phones for a similar price.
Visit these related resourcesView New Device Help!
|07-30-2016 6:11 PM|
|12-06-2016 10:44 AM|
|07-22-2018 1:54 PM|
|10-07-2018 6:38 PM|
|10-24-2018 12:39 PM|