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I'd like to help you with the Alexa service and the Echo device you have.
What light currently shows on the Echo device, please?
The light on the Echo device should be blue at first, then turn orange. Has it ever turned orange? and is it flashing blue, or steady blue?
As well as whether the light on the Echo device has ever turned orange, there is also another question: how old is the Echo device in question? and is it placed near enough to your WiFi router - it doesn't have to be next to it, just not too distant from it either.