question

mrgregknight avatar image
mrgregknight asked

Echo was working fine; Now it won't connect to new AT&T U-Verse Modem

I've been using my Echo unit connected to my U-Verse modem for months with no problem. I've even had AT&T come out and replace my modem a couple of times (due to lightning, modem problems, etc), and still I'm able to re-establish the WiFi link with no problem. However, 2 days ago, AT&T had to come out and replace my modem again (because of a software update that my previous modem didn't like). Anyway, u_verse works fine, and all my connected devices work fine EXCEPT the Echo unit. I've tried several times to connect it to my new network (using its new password) and it fails every time. Any idea what I should try? I'm not sure where to look. Thanks!
alexa skills kitdebugging
10 |5000
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 2 attachments (including images) can be used with a maximum of 512.0 KiB each and 1.0 MiB total.

2 Answers

Melody avatar image
Melody answered
Hi, Thanks for posting in the forums! As this is a very specific situation, we recommend that you contact Amazon Customer Service for further troubleshooting at: https://www.amazon.com/gp/help/contact-us/general-questions.html Other Alexa Skill developers may have also encountered this situation, so I have moved your thread to the general Alexa Skills forum for higher visibility.
10 |5000
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 2 attachments (including images) can be used with a maximum of 512.0 KiB each and 1.0 MiB total.

Rand M avatar image
Rand M answered
One possibility is if your ISP is now serving up a "welcome" page or some other page (did you get one of these on your other devices or PC?). This will render Alexa useless. We've seen this within our enterprise wifi where a Welcome/Disclaimer page is served one time after connecting (user has to accept terms and conditions) - Alexa naturally doesn't know how to process or respond to this. We got a firewall exception (based on Echo's MAC Address) so this page would not be served and Echo worked fine after that.
10 |5000
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 2 attachments (including images) can be used with a maximum of 512.0 KiB each and 1.0 MiB total.