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Nathan
Nathan, Technician
Category: E-Readers
Satisfied Customers: 23566
Experience:  Nook, kindle & ipad expert
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We have moved for the winter and left our home internet

Customer Question

We have moved for the winter and left our home internet system, I am trying to reconnect Alexa.
JA: What's the make/model of your device? How old is it?
Customer: I bought it last Feb or March, where would I find the make and model #?
JA: How long has this been going on? What troubleshooting have you tried?
Customer: Just plugged it in and she said she couldnt connect to system.
JA: Anything else you want the eReader expert to know before I connect you?
Customer: Not that I can think of. Thank you.
Submitted: 4 months ago.
Category: E-Readers
Expert:  Nathan replied 4 months ago.

Hi, I'm Nathan.
Sorry to hear that you're having trouble, but I'll do my best to help you. Please give me a few moments to review your details here.

Expert:  Nathan replied 4 months ago.

Has the home internet connection where the echo is now located changed at all? A different network name, or password?

Customer: replied 4 months ago.
the new network is BHNTG1672G2972 and the password ***** *****
Customer: replied 4 months ago.
no, I do not want to add additional charges
Customer: replied 4 months ago.
Are you still there?
Expert:  Nathan replied 4 months ago.

My apologies for the delay. The site is not quite instant, but please try to send only a single response and allow me time to receive it and respond back; multiple messages can get lost in the queue and further delayed.

You are seeing an automated ad by the site for a call or remote session, this is optional and may be ignored if you wish.

Expert:  Nathan replied 4 months ago.

The alexa will not work automatically on the new network, it has to be reconfigured for the new network.

This must be done from a smartphone or tablet, with the Amazon Alexa app installed.

Open the app, and it will direct you on the steps, you have to connect the phone/tablet to a different wifi network temporarily (the one broadcast by the echo itself), then go back into the app and teach it how to connect to your new network by confirming the new network name and password.

Let me know if you get stuck.

Thanks,

Nathan

Customer: replied 4 months ago.
I am happy with email, I am a Prime customer and am frustrated that I am paying for technical support to use my Alexa that isn't a year old yet. Sorry! So how do I get her connected to this new network?
Expert:  Nathan replied 4 months ago.

This is a paid 3rd party support service.
Even amazon though can't be held responsible for customers networks changing.

Did you see what I mentioned earlier?
It is the same as the initial setup when you first got it.

You need to open the Amazon Alexa app on a smartphone/tablet.

That will guide you through the connection process

Expert:  Nathan replied 4 months ago.

Specifically, open the alexa app on your phone, go to HOME (top left) then to SETTINGS,

then to Devices

Pick yours from the list

Then UPDATE WIFI

Customer: replied 4 months ago.
I do not have an iphone, can I find help on my laptop?
Expert:  Nathan replied 4 months ago.

How did you set it up initially?
It doesn't have to be an iphone, but it does need a smartphone or tablet.

Customer: replied 4 months ago.
I believe I used my laptop because I do not have any of the other items.
Expert:  Nathan replied 4 months ago.

Someone else must have done it for you then, it is not possible to set up the echo without a smartphone or tablet.

Customer: replied 4 months ago.
Thank you, ***** ***** try someone else. Have a good day.
Expert:  Nathan replied 4 months ago.

You're welcome.

All the same steps apply, you just need a phone or tablet with the amazon alexa app on it.

Once it is configured, it is then possible to use the laptop to control it, but the initial wifi setup can only be done on a phone or tablet.

If you have any other questions, just let me know. Otherwise, please take a moment to rate my service as this is the only way I am credited for my time. Hopefully I have earned 5 Stars but if not please let me know what I can do to ensure you are satisfied. I also invite you to contact me directly with any future support needs at http://bit.ly/1QwLxGh and ask for Nathan.

Thank you, ***** ***** a nice day,

Nathan