Amazon Echo won’t connect

[Tavery]

Hi, our amazon echo will not connect to our Sky WiFi, I have deactivated the Sky shield but this hasn't worked still. Amazon have told me I need to contact our provider as it's a problem your end. Are you able to advise? Thank you. 

[jamesn123]

Hi @Tavery 

Some people have had joy by splitting the WiFi bands on their hub as the echo devices can only connect to 2.4ghz WiFi. 

[JoGjo]

@Tavery

I have had the same issue and even had a replacement device sent. 
There other suggestions such as restoring settings, leaving overnight which I have done and still no joy. 

@jamesn123 pleasw can you let me know how I split the WiFi bands? 

Also amazon have talked about channels but haven't a clue how to check those? 

[jamesn123 · Accepted solution]

@JoGjo 

So to split the two channels you need to go to your router config page which can be found by typing 192.168.0.1 into your web browser. The default username and password is admin & sky.

- Select wireless from the navigation bar and scroll down a little and untick the 'Synchronise 2.4GHz and 5GHz settings'

- Scroll to the bottom of the page and hit apply.

- Once the page reloads you need to go to the 5GHz wireless settings page on the sub navigation bar below where you click wireless before

- In the 5GHz section you want to go to the box called 'Name (SSID)' and add something like 5g to the end of the current name

- Scroll down and hit apply

- Then on any wireless device you should now see two networks. One network will be the same name as usual and will be 2.4GHz band and the other will be the usual name with 5G on the end (Or whatever you typed).

[Andyshearer1]

Hi All,

We had the same issue trying to connect an Amazon Echo 3 to a Sky Q router. The Echo device failed connecting to the Sky Q router soon after keying in the router password. I tried using the Alexa app from my mobile and from my laptop to no avail. I contacted Sky who also dropped the Sky Broadband shield but still it did not work.

Having consulted both Sky and Amazon, Amazon first sent a new Echo but that too did not connect so contacted Sky who also sent a new router, but that didn't work either. 

I then read this article about splitting  the two channels and unsyncing them. I followed the instructions issued by @JoGjo  and YEEEHHAA....it worked,  the app succefully connected the Echo to the Sky Q router and Alexa works. I have left the settings unsynced.

These details helped me resolve my issue so you may want to try them, meanwhile a big thanks to @JoGjo  for posting the details. 

[jon10000]

I upgraded to the Sky Superfast Broadband on 10th February 2021 and all my devices conected quickly to the new Sky Q router except for my five Amazon Echo Dots. I contacted Amazon who said I should contact Sky and ask them to disable the Sky Broadband Shield which may have been preventing connection. I contacted Sky who stopped the Shield but that did not work. The following day I spent an hour and forty minutes with a Sky adviser who to be fair was doing his level best to work through possible solutions but was unable to rectify the problem. I then reset the router and all the devices to see if this worked. It didn't. Finally after almost three days without connection to the Echo dots, it worked. I was attempting to connect after numerours attempts.  I think somebody else on the Sky forum has mentioned giving it a week for the connection to work. Why don't Sky know about this issue and let people know some devices may need time? And why do they need time anyway? It was a frustrating three days but as they say time is a healer! 

[Tina0812]

I need to know how to split the WiFi bands as my amazon alexa echo won't connect. 

[cookiemonsteruk]

@Tina0812 

- Log onto router and go to wifi
- Go to 5ghz band and untick synchronise 2.4ghz and 5ghz
- Go to 5ghz ssid and add -5g at the end
- Save
- Go to individual devices and assign wifi band accordingly

[Tina0812]

Great, all working. Thankyou 

[Mara+Grant]

Hi guys,

I tried everything... disabled the shield, split the channels, reset router, reset alexa echo dot, uninstall and install again the app. Still not working... anymore help please?

[Natalie.P]

Same as above shield taken off, channels split, but Alexa is insisting that the password is incorrect. Help before I chuck it out of the window! 

[PaulMaGerrard]

Hi, I've had the same problem, having just got the latest sky router... I've tried splitting but still the echo dot fails to find the new wifi- any ideas? 

[anallyst1965]

Thanks — found this worked eventually, but needed a router reboot after changes.

Was then able to get my Alexa 3rd gen dot to connect with no issues.

[ElleBert]

Neither my Echo dot not my printer will connect to Sky WiFi. I have tried 'advice' but cannot follow it. 

[jamesn123]

@ElleBert 

Which part of the instructions are you getting stuck on?