23 May 2023 12:15 PM
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 😛
23 May 2023 12:25 PM
Posted by a Superuser, not a Sky employee. Find out more@BexC2022 common issue the solution that most frequently works is to factory reset the Amazon device.
23 May 2023 12:50 PM
@Chrisee I've tried this twice and it still comes up with the same error 😞
23 May 2023 12:59 PM
Posted by a Superuser, not a Sky employee. Find out more@BexC2022 if a full factory reset did not work and if other devices connect properly the problem is with the Amazon device unfortunately.
23 May 2023 01:15 PM - last edited: 23 May 2023 01:22 PM
Posted by a Superuser, not a Sky employee. Find out more23 May 2023 02:17 PM
@TimmyBGood is there a way of checking if it's done this and how do it put it to UK wifi?
25 May 2023 11:11 AM
Posted by a Superuser, not a Sky employee. Find out moreYou 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
23 Mar 2024 03:34 PM
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
23 Mar 2024 04:03 PM
Posted by a Superuser, not a Sky employee. Find out more@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
23 Mar 2024 04:05 PM
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
23 Mar 2024 04:06 PM
Not sure how to see which channel it's using
23 Mar 2024 04:08 PM
Posted by a Superuser, not a Sky employee. Find out more@JG6 Follow the link it ex-lains how to change WiFi channels when you open the page you will see the current channel. .
23 Mar 2024 04:24 PM
It doesn't show me the current channel and if I try and change it it defaults back to Auto
No problem. Browse or search to find help, or start a new discussion on Community.
On average, new discussions are replied to by our users within 4 hours
New Discussion