All Amazon Echos suddenly have no internet connection, all other devices unaffected

[nealbo]

I woke up this morning to all 4 of my echo devices to claim that they cannot connect to the internet.

 - All other devices in the house work fine (laptops, TVs, tablets incl fire tablets, fire TVs, phones, etc.).

- The echo show, shows that it is successfully connected to wifi.

- Changing echo devices to my or my wife's phone's mobile hotspot solves the issue. Moving back to virgin home wifi connection, back to "cannot connect to the internet".

- Turned off all echo devices and router, turned all back on, problem persists.

- Contacted Amazon support. After extensive help and suggestions from them, this cannot be resolved. From their end they simply see my devices as being offline.

So, the fact that only echo devices are affected, not other amazon devices, and that the problems disappear on connections other than virgin media wifi points to an issue with virgin/my router.

Anyone else experiencing the same or have any advice on how to resolve?

Thanks

[Jokepin]

And same here as well. Alexa not connecting all of yesterday and all of this morning. I’m really sick of trying switching on and off with no success. Reading the earlier posts I guess it’s a Virgin Media problem, but if only they would let us know!!!

[CasperUK26]

Right so the issue is the password that the Alexa is sending to the router I think.

After trying to reconnect my Echo using the Alexa app it said cannot connect and to try it manually. So I connect to the Echo hotspot with my phone, then choose the SSID from my router and it tries to connect then comes up with the username and password saying the password is incorrect and to try a different network. The password clearly is not incorrect as the phone is connected to it and running fine even when I turn data off and go on purely Wifi.

So it is categorically a virgin problem, unfortunately, as that means it might get looked at in 7 months.

[neyouk]

Just to add - in the interest of someone actually reviewing this issue; I too am having the same problem across 3 echo devices and the Amazon Alexa app on my iPhone. Clearly a networking issue as similarly I can use Alexa over 4G fine. Have tried resetting Hub4 back to factory and no change

[CasperUK26]

In the last ten minutes, all devices have started working again.

I am hoping whatever has been resolved for me has also worked for the others having problems here. Good luck 

[Seh76]

Hello

My son just bought a Echo Dot 5th gen.

tried to connect to home vm wifi.

not able to join wifi.

amazon say it is a virgin problem. 
connects through mobile hotspot No problem.

can see from this forum many others have had this problem 

was it resolved? And if so how?

thanks

[Zoie_P]

Hi @Seh76,

Thank you for your post and welcome to our forums 🌞

I have checked our systems and can see your 5ghz frequency is at capacity. 
I have checked and you do not have any devices connected via ethernet, this can help with the busy WiFi frequencies and Alexa may be able to be connected. I can also see one of your pods is not in a good location and this can affect the performance.

I would If you do not have this already download the Connect app and scan your son's room, you can get this 👉 here. 

Keep us posted with how you get on.

Thanks,

Zoie

[Seh76]

 Use the connect app quite often 

Connection looks good in my sons room - see attached file.

mainly use wifi as seemed to work better than Ethernet for devices that we move around.

the pods say they have a good connection but I’m not so sure. 

anyother way to improve the 5ghz connections?

thanks

[Adri_G]

Hey Seh76, thanks for checking this on the App and glad to see your wireless speed in the son's room is great.

However, I understand the Echo device issue is not yet resolved and I am happy to assist with that.

Could you please advise if you're on the latest version of the Echo device?
Also, could you try to see if this connects when a few other devices are offline (disconnected from the WiFi)?

Lastly, have you tried to reboot or reset your hub to see if this helps?

Please, check this link for more on how to get the most of your WiFi and broadband speeds as well as relevant and useful information in regard to our connection and speeds.

Let us know if the above helps and if the issues with your Echo have been resolved since your last post on Monday, we're here to support you where needed.

[andyml73]

I have exactly the same problem (Apr 2024). Amazon devices cannot connect, everything else working fine.

Wasted 2 hours chatting to Amazon support, they have no idea.

[Carley_S]

Hi @andyml73 

Welcome to the community forums 

Sorry to hear you're having similar issues with your Amazon devices. 
Are you able to confirm which devices are affected and their models please? Ensure that they are all up to date with their latest software versions and try resetting the router to see if this helps at all.