topic Re: Alexa calling suddenly not working in Other phones & Devices

Alexa calling suddenly not working

Cubey — Fri, 21 Oct 2022 05:02:36 GMT

I've had the Alexa calling set up for a few years now but it seems to suddenly not be working. I rely on telling me there's an incoming call a lot so it suddenly not telling me has meant I've been missing calls quite a bit. I also attempted an outgoing call but it tells me it is making the call and goes green but then stops.

It still manages to ring my phone if I ask it to.. I'm not really sure what's wrong and haven't been able to find anything out about an outage.

I tried to unlink and relink my account but it is still not working.

Re: Alexa calling suddenly not working

Jon_K — Fri, 21 Oct 2022 08:59:37 GMT

Hi @Cubey.

Have you disconnected from Alexa completely and connected again?

Are you receiving normal calls?

Jon

Re: Alexa calling suddenly not working

Cubey — Fri, 21 Oct 2022 10:14:10 GMT

Well I unlinked the account then linked it again.

I do get calls on my phone if that's what you mean by normal calls.

Re: Alexa calling suddenly not working

Jon_K — Fri, 21 Oct 2022 10:51:33 GMT

Thanks @Cubey, yes that's what I mean thank you.

Can you restart both your phone and your Alexa?

Jon

Re: Alexa calling suddenly not working

Cubey — Fri, 21 Oct 2022 11:10:27 GMT

Ok I've just tried reseting Alexa. My phone and even the router but I still get the same thing. The call comes through my phone but not Alexa.

Re: Alexa calling suddenly not working

Jon_K — Fri, 21 Oct 2022 11:36:34 GMT

Thanks for trying that, @Cubey.

I'd recommend getting in touch with our Tech Care team so they can run through additional troubleshooting steps with you.

Jon

Re: Alexa calling suddenly not working

wilhelminajmd — Fri, 21 Oct 2022 14:27:41 GMT

I've got exactly the same issue as @Cubey I've had EE / Alexa calling set up for years successfully, and then the last couple of days (not sure when exactly, but VERY recently) it's totally stopped working.

I've taken all of the 'usual' steps, such as unlinking me EE Account from Alexa, and then setting it up again (including sending ALEXA to 150), but no luck; I'm no longer receiving (EE) calls on my Alexa devices, and I can no longer make EE calls on my Alexa (I can still make Alexa to Alexa calls).

All of my settings within the app are correct, and I've switched them off and back on again to see whether that helped; but given @Cubey and I have both had this happen suddenly at the same time, it looks as though it's not an isolated incident - can someone from EE investigate this possibly?

Re: Alexa calling suddenly not working

Christopher_G — Fri, 21 Oct 2022 15:36:12 GMT

Thanks for posting about this, @wilhelminajmd

I would suggest speaking to our Technical Support team so that they can check your account and make sure everything is set up as it should be from our side.

Chris

Re: Alexa calling suddenly not working

professor_peach — Sat, 22 Oct 2022 13:01:44 GMT

This is happening to me, too...

Nothing I've tried is making it work again!

Re: Alexa calling suddenly not working

James_B — Sat, 22 Oct 2022 13:34:24 GMT

Hi @professor_peach,

Welcome to the EE Community. 🙂

Have you reported this issue to Technical Support?

James

Re: Alexa calling suddenly not working

professor_peach — Sat, 22 Oct 2022 13:39:57 GMT

No, but I suspect that this may be an Amazon/Alexa issue as my doorbell stopped announcing doorbell presses on my Alexa devices at about the same time as EE/Alexa calling stopped working.

Re: Alexa calling suddenly not working

James_B — Sat, 22 Oct 2022 14:00:08 GMT

Ah OK, @professor_peach

It might be worth reaching out to Amazon Support first.

James

Re: Alexa calling suddenly not working

Inceg — Sun, 23 Oct 2022 08:28:02 GMT

I've had exactly the same across all 3 Alexa devices. Had tried everything, called Amazon support team...no luck, called EE tech team...no luck, the helpful guy was even googling to see what he could find, so definitely seems an issue from EE dude I would believe. So frustrating

Re: Alexa calling suddenly not working

Inceg — Sun, 23 Oct 2022 08:28:51 GMT

Me tooooooo. Have called amazon and EE to no avail

Re: Alexa calling suddenly not working

Inceg — Sun, 23 Oct 2022 08:32:26 GMT

Im having the same issue... have called amazon and EE tech team....still NO help. It must be an EE issue as I'm able to make outbound if I select alexa as preference to make outbound calls. Can't receive calls in or out when I'm linked to my EE account. PLEASE PLEASE can EE support look into this. Thanks in advance xx

Re: Alexa calling suddenly not working

Inceg — Sun, 23 Oct 2022 08:40:14 GMT

Me toooooooo....have called ee technical team to no avail. Called amazon support...absolutely useless.

Re: Alexa calling suddenly not working

Inceg — Sun, 23 Oct 2022 09:31:02 GMT

That's interesting that other devices have stopped too. I've had no joy with Amazon support, callers are in India and I'm sorry to say they have no idea when you explain the issue. Promised a call back on Fri and I'm still waiting !@. The lady said she was raising a ticket to their tech team. So very frustrating for us all.

Re: Alexa calling suddenly not working

professor_peach — Sun, 23 Oct 2022 09:44:14 GMT

Just to add that my doorbell is announcing doorbell presses on my Alexa devices again, after I rebooted it.

Re: Alexa calling suddenly not working

Jezport — Sun, 23 Oct 2022 09:52:27 GMT

I'm the same, suddenly no calls an amazon alexa show units × 2

Spoke to amazon and did all updates and reboots on everything alexa, router, phone.

Spoke to EE level 2 tech.

Removed my account and reconnected. Rebooted everything, Deleted connection and reconnected 24 hrs later. Still no go.

I'm disabled and rely on the announcements. As there are so many others who have lost the feature at the same time EE needs to contact Amazon Technical and resolve this.

I renewed my contract with EE because of this feature!

Re: Alexa calling suddenly not working

Jezport — Sun, 23 Oct 2022 10:03:19 GMT

To add to this, my other alerts like ring are working as is everything else on on my alexa show units.

It can't be an issue on my mobile as the feature should work even with my phone turned off.

Previously I noticed that sometimes my alexa would continue ringing when I answered on my mobile, the last time I answered a call on my phone handset the alexa continued to ring so I pressed the red refuse call on screen button. Has this upset something?