Alexa won’t connect to Superfast broadband

[BexC2022]

Help! I have spent 3 days trying all different options:

•Split the connection 2.4 and 5.0 - doesn't work 

•Reset the router and the Alexa - doesn't work

•Checked my wifi password - I've memorised it, that's how often I've entered it 😛

Please can someone help me figure out why my Alexa won't connect. It's an original ALEXA and connected fine to my old Sky broadband, but since the upgrade I just keep getting the message telling me my password is incorrect. I have tried EVERYTHING!! Help before I throw either the ALEXA or Sky router out the window 😛 

[Chrisee]

@BexC2022 common issue the solution that most frequently works is to factory reset the Amazon device.  

[BexC2022]

@Chrisee I've tried this twice and it still comes up with the same error 😞 

[Chrisee]

@BexC2022 if a full factory reset did not work and if other devices connect properly the problem is with the Amazon device unfortunately. 

[TimmyBGood]

---

@BexC2022 wrote:

It's an original ALEXA

---

@Chrisee Wasn't there an issue that early Echo hardware could reset to a US-only wireless band?

[BexC2022]

@TimmyBGood is there a way of checking if it's done this and how do it put it to UK wifi? 

[jamesn123]

@BexC2022 

You say it worked before you upgraded? Did you have the old vertical Sky router before? If so thats a single band router and the newer routers are dual band, this may be where the issue lays as original Alexas do not support dual band WiFi. You may need to split the two WiFi networks on your Sky hub first, then try to connect the Alexa. See the instructions below 

https://helpforum.sky.com/t5/Broadband-Talk/How-to-separate-WiFi-bands/ba-p/3530610

[JG6]

I am in exactly the same position, tried all day yesterday , rang the Alexa people too and went through various scenarios and still nothing. Split my Wi-Fi router thinking it may be that but NO. I've now given up and wondering if my Alexa is too old 

[Chrisee]

@JG6 check that your Sky hub is not using ch12 or ch13 in the 2.4GHz band which we use in Europe but are not used in the US see Change your Sky WiFi channel

[JG6]

I have separated my 2.4 and my 5 and still not connecting . When I go on Alexa app is says it's working but not connected to internet 

[JG6]

Not sure how to see which channel it's using 

[Chrisee]

@JG6 Follow the link it ex-lains how to change WiFi channels when you open the page you will see the current channel. .

[JG6]

It doesn't show me the current channel and if I try and change it it defaults back to Auto