Hey there #Vicky: Amazon Moderator #KJB has given you a direct link to address the issue.
You may need to look at the HELP pages on your ISP router provider - BT and Virgin Super Hubs do not like Amazon and you need to do things on those routers to make them work for you. I regret I an not technically savvy to tell you what to do. Follow ~KJB's link or go direct to BT or Virgin if your router comes from them.
Good luck, CW
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I wonder why someone would follow their own alternative forum profile.