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I have had a Kindle for years (probably since 2010) and not…

Customer Question
I have had a...

I have had a Kindle for years (probably since 2010) and not had any problems being connected to wi-fi wherever I went with it. I recently moved to a new home where only X-finity is offered for internet/TV services. Yesterday, I wanted to order a new book but found Kindle was not connected to wi-fi. In attempts to make a connection I found that my old password ***** ***** working for Kindle and when I request connection to Xfinity wi-fi there is no response when I click on either choice that asks whether or not I have an X-finity account. Do you know what the solution might be? I have yet to contact my wi-fi provider.

Technician's Assistant: What's the make/model of your device? How old is it?

Not sure how old. At least 7 years. Serial Number B006 A0A0 0456 06A7

Technician's Assistant: How long has this been going on? What troubleshooting have you tried?

Trouble started just yesterday, though I moved 4 weeks ago. Just now tried to order a new book. I have tried to connect under my name with password ***** had set up, to no avail. The password ***** not work and there is no way I could find to make a new password. I tried connecting to the network (Xfinity) provided at the place I now live. That is when I found I was unable to say whether or not I had an account with Xfinity because though the arrow went to which ever choice I selected, there was no response when I tried to actually select a choice. (I tried both possibilities).

Technician's Assistant: Anything else you want the E-reader Expert to know before I connect you?

I have yet to talk to X-finity. I do not know if this is a problem associated with the wi-fi provider.

Submitted: 5 months ago.Category: E-Readers
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Answered in 5 minutes by:
11/15/2017
Electronics Technician: Josh, Technician replied 5 months ago
Josh
Josh, Technician
Category: E-Readers
Satisfied Customers: 21,712
Experience: E-reader expert
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Hi! My name is ***** ***** I will be assisting you. Let's get started!

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Electronics Technician: Josh, Technician replied 5 months ago

Please press and hold down the power button for 25-30 seconds until the Kindle restarts
If that does not work, then please respond back and let me know so I can continue to troubleshoot.

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Customer reply replied 5 months ago
My Kindle starts just fine. It is when I want to order a new book that the trouble begins because I get a message that there is no wi-fi connection.
Electronics Technician: Josh, Technician replied 5 months ago

Yes, I understand.

Please restart your Kindle then try to connect to your Wi-Fi network

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Customer reply replied 5 months ago
I did that again. (Tried that a few times since last night). Still does not accept my Kindle password ***** I had set up originally. Now I am asked if I want to set up a network connection, which I would like to do (I think). The page for Network Information does not give me an option for changing the password. When I select "connect" under the password ***** there (with no option to change it), I get the message that the password ***** *****
Electronics Technician: Josh, Technician replied 5 months ago

You should see the option for FORGET NETWORK which will remove the password

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Customer reply replied 5 months ago
I would love to do that if I knew where I could find the option to FORGET NETWORK. Where do I find that option?
Electronics Technician: Josh, Technician replied 5 months ago

On the Wi-Fi list page where you see the network names..

If you have a touchscreen, you can hold down your finger on the network name or select the small arrow to the right of the name

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Customer reply replied 5 months ago
I guess my Kindle is too old for the options you have given me. It is not a touchscreen nor small arrow. This is no help, though I think you have tried.
Electronics Technician: Josh, Technician replied 5 months ago

Which model do you have?

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Customer reply replied 5 months ago
Kindle version: 3.4.2(###) ###-####
Serial number: B006 A0A0 0456 06A7
No model number given that I can find.
Electronics Technician: Josh, Technician replied 5 months ago

While connected to the network that you want to forget, press the Home button, then press

the Menu button.

Navigate to "Settings" by moving the 5-way controller down, then press the 5-way controller

to select.

Select "view" next to "Wi-Fi Settings" to display a list of detected Wi-Fi networks. You may

have to wait a moment as your Kindle detects networks in range. The Wi-Fi network you are

currently connected to displays the word "forget" next to it in the list of available networks.

Choose "forget" to disconnect from the network

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Customer reply replied 5 months ago
These instructions are exactly what I have been following, many, many times over. My name is ***** ***** the networks usually, but not always, listed along with up to 6 others in the area (the list changes from time to time). Actually, my name is ***** ***** at the moment but if I rescan (an option) I expect to see it pop up. There is an option to enter other wi-fi networks and if I type in my name, the network shows up. For NONE of these is there a possibility to request "forget" -- that word is never displayed.
Electronics Technician: Josh, Technician replied 5 months ago
You cannot use the manually add option. You must select it from the list
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Customer reply replied 5 months ago
What list are you talking about?
Electronics Technician: Josh, Technician replied 5 months ago
The WiFi available network list
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Customer reply replied 5 months ago
Josh, I guess I must have confused you. Right now, as I am typing there are five networks listed (none that I have manually listed). Among them is my network which is listed with 5 solid bars, the others listed have from 2-4 bars. At the bottom of the page there is an option to "enter other Wi-Fi network", so on one attempt, when I did not see my name, I typed it in and it appeared (again with 5 bars). But whenever I select it, I get the request to enter my password ***** to be told the password ***** not work and no option to create a new one.
If I choose the X-finity network (3-4 bars and no security lock), I am asked whether I have an account or not. Whether I choose yes or not, there is no response to my choice. I can neither select to make a new account nor try to create a new password ***** an existing account. As originally explained, I have Xfinity for internet and TV service.
I manually entered my account name only when my name did not pop up on the list after it had appeared many times previously.
Electronics Technician: Josh, Technician replied 5 months ago
You cannot change your WiFi password ***** that screen. Do you mean that you don’t know your password?
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Customer reply replied 5 months ago
I know the password. It is not accepted. There is no option to create a new password.
Electronics Technician: Josh, Technician replied 5 months ago
You cannot create a new password ***** your Kindle. You need to change the password ***** a computer.
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Customer reply replied 5 months ago
do I go to Kindle.com to do that?
Electronics Technician: Josh, Technician replied 5 months ago
Are you trying to change the WiFi password?
Ask Your Own E-Readers Question
Customer reply replied 5 months ago
Sorry Josh. This is not helpful. Please refund my money.
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