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The unit will not recognize the pass word on our Router. It…

Customer Question
Second opinion] the unit...

Second opinion] the unit will not recognize the pass word on our Router. It say's "saved". We can not get Wi Fi or Internet.

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

Yes

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

Yes

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

We have an Echo that want connect either.

Submitted: 7 months ago.Category: E-Readers
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Answered in 13 hours by:
1/7/2018
Electronics Technician: Harry, Customer Service replied 7 months ago
Harry
Harry, Customer Service
Category: E-Readers
Satisfied Customers: 2,838
Experience: IT at Justanswer
Verified

Hello:

Welcome to JustAnswer! My name is ***** ***** I am happy to be assisting you today. My sincerest apologies that it look so long for someone to reply, we're a bit behind with the holidays upon us. Before we begin, can you please let me know if you still need help with your question? Just use the reply box to let me know

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Customer reply replied 7 months ago
We are having the same issue with the Fire, Echo and tablet not connecting to the internet.
Electronics Technician: Harry, Customer Service replied 7 months ago

Are you unsure of the Wi-Fi password?

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Customer reply replied 7 months ago
We have entered the correct password.
I don't know why it want hold it.
Sorry for the delay just got back from church.
Electronics Technician: Harry, Customer Service replied 7 months ago

You mentioned that multiple devices are not connecting which means it could be the password.

Are you 100% sure of the password?

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Electronics Technician: Harry, Customer Service replied 7 months ago

Unplug the power cord to the router

Wait 1 minute

Plug in the power cord to the router

Wait 5 minutes

Try to connect again

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Customer reply replied 7 months ago
It says Authenticating when I try to connect the fire.
Customer reply replied 7 months ago
Says signal is poor but very strong on my tablet
Customer reply replied 7 months ago
Do you want to take control of my computer again?
Electronics Technician: Harry, Customer Service replied 7 months ago

How far away are these devices from the router?

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Customer reply replied 7 months ago
I am sittingin frontof it with both of them
Customer reply replied 7 months ago
Do you want to take control of my computer again.
Customer reply replied 7 months ago
I am sitting in front of the router with both of them and the computer.
Customer reply replied 7 months ago
My tablet is connected but the Fire keeps saying signal is poor or excellent then back to poor
Customer reply replied 7 months ago
The Fire flashes in red "Authentication problem"
Customer reply replied 7 months ago
What are we doing????
Electronics Technician: Harry, Customer Service replied 7 months ago

Sure -- you can send the remote assistance offer.

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Customer reply replied 7 months ago
What are you talking about?
Electronics Technician: Harry, Customer Service replied 7 months ago

You asked if I would like to take control of your computer.

You will need to send the remote assistance offer

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Customer reply replied 7 months ago
Are you talking about paying the extra $20
Electronics Technician: Harry, Customer Service replied 7 months ago

I do not handle pricing but it is an additional fee.

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Customer reply replied 7 months ago
What did we pay for already? I think it said 'Satisfaction Guaranteed"
Electronics Technician: Harry, Customer Service replied 7 months ago

You can call customer service to discuss the pricing/billing.

1-***-***-****

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Customer reply replied 7 months ago
How can you fix it by talking and not by doing what you are suppose to do?
Electronics Technician: Harry, Customer Service replied 7 months ago

I am not sure what you mean

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Customer reply replied 7 months ago
What will you do different if we are talking or not?
Customer reply replied 7 months ago
It seems to me that if you can tell me how to fix it on the phone then you should be able to fix it >>>>
Electronics Technician: Harry, Customer Service replied 7 months ago

You mentioned connecting to your computer -- If you would like that option, you can send the request.

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Customer reply replied 7 months ago
to who? that is what they did yesterday.
Electronics Technician: Harry, Customer Service replied 7 months ago

If you have already paid for that service, please go back to that question so they can continue at no extra charge.

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Customer reply replied 7 months ago
We have the same issue. The Fire will not connect to the WiFi.
Electronics Technician: Harry, Customer Service replied 7 months ago

If you have already paid for that service, please go back to that question so they can continue at no extra charge.

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Customer reply replied 7 months ago
This is our second Tech and I don't know what else can be done.
Electronics Technician: Harry, Customer Service replied 7 months ago

Please go back to the original question so they can connect to your computer again at no extra charge.

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Customer reply replied 7 months ago
ok
Electronics Technician: Harry, Customer Service replied 7 months ago

Thank you

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