@Yaha: You will need to look at your wifi settings and see what it says.
Then contact Amazon using the Help button bottom of most Amazon web pages.
You will also have to tell them what device you are using (Amazon do not sell an "Alexa" - they sell Kindles, Fires and give away apps. Perhaps check what hardware you have and what you think it is doing.
If it is a NEW wifi then you need to connect to that router and use the passcode for that router. You should "forget" all references on whatever equipment you are using to your old wifi router.
If it is a new Router/wifi service have you correctly configured it AND made sure it is a locked service, not an open network?
Have you set up the wifi/router correctly? Can it connect to any other stuff you own? If so, what settings are THEY using to connect?
Is your equipment and amazon account licenced in the region you are trying to use it in?
That's just some of the many questions you can check out yourself before contacting Amazon, and for which you should have the answers since they will probably ask them too.
Honestly, devices do not lie - they may well give you the information you do not want, but....
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