topic Re: Alexa has stopped working. in Other phones & Devices

Alexa has stopped working.

Jezport — Sun, 19 May 2024 17:25:03 GMT

I have been using alexa with ee on my echo devices for years. I just renewed my contract and I don't know if it's a coincidence but my amazon echo devices no longer ring.

This happened once before in 2022 and EE sorted the issue. I have disconnected the ee account from amazon and then reset it up and all looks OK but it's not working.

I'm disabled and rely on this to make life easier.

Can anyone else help? Is it just me? Or is it an ee or amazon outage?

TIA

Re: Alexa has stopped working.

Jezport — Sun, 19 May 2024 18:46:04 GMT

Been on with Amazon for an hour resetting and reinstalling. And still nothing, so must be at EEs end

Re: Alexa has stopped working.

Jezport — Sun, 19 May 2024 20:07:40 GMT

I've worked out I can dial out using EE but the calls don't come in. Any advice?

Re: Alexa has stopped working.

Katie_B — Mon, 20 May 2024 06:17:44 GMT

Good morning @Jezport.

I hope you had a lovely weekend.

Are you a pay monthly customer?

Did you set your account back up by texting ALEXA to 150?

If yes, have you then followed these steps in the Alexa App?

Settings > Communication > EE and follow the instructions to link your account.

Speak soon,

Katie 🙂

Re: Alexa has stopped working.

Jezport — Mon, 20 May 2024 06:43:12 GMT

Yes to all the questions. The amazon agent went through everything including reinstalling the app and software on my echo to no avail.

I can make calls, but can't receive them.

Re: Alexa has stopped working.

Katie_B — Mon, 20 May 2024 06:46:23 GMT

Thanks for confirming @Jezport.

I'd recommend getting in touch with our technical care team so they can complete a full diagnostics.

Please be sure to keep us updated here on the community.

Katie

Re: Alexa has stopped working.

Jezport — Mon, 20 May 2024 12:06:17 GMT

EE has tried a few things and cant work it out. A ticket has been raised with the level 2 team.

Just need it sorting asap as Im going in hospital for an operation and will rely on it when I get back home

Re: Alexa has stopped working.

Katie_B — Mon, 20 May 2024 12:29:28 GMT

Thanks for keeping us updated @Jezport.

Hopefully the team are back in touch soon with a fix.

Katie

Re: Alexa has stopped working.

Jezport — Mon, 03 Jun 2024 09:27:49 GMT

Still having issues. EE did sort it but after a few days It came back. No calls showing but I can call out. Reported it again a few days back but still no resolution. Im awaiting another call back from them tonight but dont hold out much hope. Im very disappointed and feel that EE have no idea how to fix this as they said they did nothing last time which is strange as its not what they said previously. Amazon have now asked me for the current EE ticket number which I will get tonight. Im going into hospital later this week and will be extremely debilitated for a number of weeks so hope that this can be resolved quickly.

Re: Alexa has stopped working.

Leanne_T — Mon, 03 Jun 2024 09:20:37 GMT

Hi there @Jezport

Thanks for coming back and updating us.

Please let us know how you get on after the call back tonight 🙂

Leanne.

Re: Alexa has stopped working.

Jezport — Wed, 05 Jun 2024 08:55:02 GMT

EE are supposedly back on this, they say they will speak with Amazon if they need to. I have spent hours on the phone with dealing with this issue and its important to me as Im going in hospital shortly and it would have been nice if my family could have dealt with my calls, and once I return I will have extreme dificulty walking.

Does anyone else have no incoming calls on their Amazon devices, but can make calls out?

Re: Alexa has stopped working.

Leanne_T — Wed, 05 Jun 2024 10:29:25 GMT

Hi there @Jezport

Thanks for coming back to us with an update and I hope your upcoming hospital appointment goes well.

The team will be doing everything they can to get this sorted for you as quickly as possible, please keep us updated when the team get back to you.

Thanks,

Leanne.

Re: Alexa has stopped working.

Jezport — Thu, 06 Jun 2024 17:59:18 GMT

My Amazon echoes are now working as they should. As EE hasn't got back to me, I don't know if it was them who repaired it or if it is still intermittent.