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I have a brand new Kindle 10. I cannot even go through the…

Customer Question
I have a brand...

I have a brand new Kindle 10. I cannot even go through the initial setup because it cannot connect or authenticate my wifi even though wifi is available

Technician's Assistant: Does your network appear in the Wi-Fi list on your Kindle?

Yes showing excellent

Technician's Assistant: Are other devices (computer, phone, etc.) connecting to the router?

Yes TV's and another kindle

Submitted: 7 months ago.Category: E-Readers
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Answered in 5 minutes by:
12/26/2017
Electronics Technician: Jason Jones, Technician replied 7 months ago
Jason Jones
Jason Jones, Technician
Category: E-Readers
Satisfied Customers: 19,466
Experience: Years of experience and education.
Verified

Hello,
I look forward to helping you today.

May I ask for the brand and model name of your wireless router or your wireless modem?

Once I have the above requested information, I will be able to give you the correct answer.

I look forward to your response,
Jason

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Customer reply replied 7 months ago
AT&T
Electronics Technician: Jason Jones, Technician replied 7 months ago

At&t is the company that is giving you Internet.

Thank you for the update. May I connect with you remotely to troubleshoot the issue directly? When the remote session begins, we will be able to communicate back and forth via a chat window that will appear on your computer screen.

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Customer reply replied 7 months ago
I am not at home at this time so I can't physically see the modem or the kindle. I had no problem a year ago setting up my other kindle. Router works fine, password ***** ***** signal is excellent. Sometimes it will show two of my wi fi's one with a signal and one without at the same time
Electronics Technician: Jason Jones, Technician replied 7 months ago

We can continue when you are home. Thank you.

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