Plus net router installed today. Fire tv stick and Alexa app both request Amazon-21K Network. TV stick says its 'out of range'. Echo and Dot say they cant connect to wifi network. Fire tablet says 'no internet access detected' but goes to Plus Net ok. Laptops and other devices all work ok on Plus Net, so it only appears to be the Amazon-21K network that is the issue. Everything was fine before changing service provider and I can't reinstall old router because service has been disconnected. Can anyone please advise, I am struggling with this and would appreciate any help. Thanks!
Hi Bob, thanks for your response. I deregistered the Dot and Echo, then attempted to set up again. When in set up mode, the device does not connect automatically and I receive this message ….. 'Go to your Wi-Fi settings on this computer and select the network of the format Amazon-XXX. It may take up to a minute to display. After connecting to Amazon-XXX, you can continue setup'. When I try to do this, neither laptop nor tablet can connect to an Amazon network. I cant see an Amazon network in the list most of the time. If I do see an Amazon networ says 'no internet access detected'. Neither device will connect via PlusNet, the app just tells me to change to Amazon-XXX. I'm stuck! Thanks for your efforts so fat=r and thanks in advance for any light you ma be able to throw on this.
I have just deregistered and reregistered a dot using the link in my previous post with no problems, do you get the orange ring spin when you power up the echo/dot as this is when the "amazon wifi" is available to connect too. If this does not come on try a hard reset. The dot has a small hole in the base that you poke a straightened paper clip in, if it does not have the hole it is a later model and you have to hold down the microphone off and volume down buttons simultaneously for about 30 seconds.
Hi Bob, I've spent hours on line and eventually received a call from Amazon Tech Support. I did a hard reset on both Echo and dot and both can go into set up mode, with the orange light. Using the Alexa app, I try to add new device. I can see the app searching for the device but doesn't find it (Bluetooth is on). The app then takes me to manual set up, which asks me to go to Wi-fi settings on my tablet and select 'Amazon-XXX network'. I can usually see Amazon-21K and Amazon-ORB in Wi-fi settings.
When I try to select either one of them, the message says either ….. 'no internet access detected' or 'internet service not working'. The tablet then reverts to my home network service. I tried this on my fire tablet, android tablet and windows pc. I used the link you gave me also. I get exactly the same response each time. It appears to be the Amazon networks that I cannot connect to. My home network is fine. 4 different Amazon tech advisors have asked me to repeat the process with them but I get the same result. I'm so frustrated because I use my Echo and dot a great deal before I changed my service provider and because it's only the Amazon network that is affected, my ISP says its an Amazon issue not theirs.
Try turning off bluetooth it should not make any difference but the set up does not use bluetooth, I suppose there is a remote chance that it is trying to use bluetooth.
I do not use the app as I find the link I provided much easier to use, while the orange light is spinning if I click on the WiFi icon (Windows 10) it shows the Amazon WiFi connection I switch to that and it takes the PC off your home WiFi and sets up the Alexa device. You then don't have working WiFi from your PC so have to click on the WiFi icon again and connect it back to your home WiFi.
As the Alexa device uses your home WiF when set up although I don't know the plusnet router if it is a dual band one (hub one) it may be giving the same problem as the BT smart hub where you sometimes have to split the frequencies as the poor little thing gets confused with the same names for both settings, You can split frequencies in advanced settings.
Bob, thank you so much! I reset the devices to factory settings and contacted PlusNet who talked me through splitting the frequencies and changing the name. Rebooted everything to begin from scratch, then used your link again to set up and re-register. You were spot on with your reference to splitting the frequencies and everything from there worked like clockwork! Thank you so much, I am very grateful for your input and very relieved to learn that I don't have to sack my new service provider. Thank you!