Alexa won’t connect

[Franky116]

Good afternoon 

Set up my home job and connected mobile and tablets without any issue but can’t connect my laptop or Alexa ? 

tried the generation 4&2 versions but both say no internet found.

saw some posts about complicated things to try but any chance somebody could dumb it down to basic steps 

thank you for any help 

[Rach_H]

Hi @Franky116,

Welcome to the Community!

I'm sorry to hear about the trouble you're having connecting your Alexa, and I can understand your concern. Are you able to connect your Alexa to another network, such as if you hotspot your mobile device, or do you also have trouble with this?

Rach

[Franky116]

Hi Rach

Thanks for the reply but the Alexa are working fine on old device or via mobile network. I have also used my laptop at other locations so I know for 100% sure that’s it’s my home hub but I don’t know what settings it should be at.

hardly worth having a home hub if you can’t connect any devices to it. 

[JimM11]

@Franky116 Try the EE help and search for using compatible network and setting that up.

[Mustrum]

@Franky116    Alexa is just the name of the Voice Control app, not the device. Which device are you having problems with? ? And how are you trying to set it up with? It needs to be a device that is conncted to your WiFi, so a phone and not your laptop if that cannot connect.

Which Laptop do you have and do you know its WIFi adapter specs, older ones will not be able to connect to newer WiFi standards.

The Amazon website has many goo help articals which should help, if nothing else at least let us know some basic info about what equipment you have and how far you are able to get. https://www.amazon.co.uk/s?k=how+to+connect+alexa+to+the+internet&adgrpid=1186373945079357&hvadid=74... 

[jak26]

AFAIK some Echo devices dont support WPA3 - the same for the original Switch I believe. If the hub defaults to WPA3 only and not WPA2 / WPA3 mixed (transitional)  then that might account for the issue - at least for an Echo as a W10 or W11 laptop ought to support WPA3

Some devices - but likely not Echo or Laptops - that are 2.4GHz only can struggle to connect when the same SSID is shared with 5GHz - in this case the SSID can be split between the bands or 5GHz temp disabled (if the hub allows).

As posted above there is Compatible WiFi as described here https://ee.co.uk/help/broadband/manage-use/how-to-set-up-compatible-wifi - the page mentions 2.4GHz but not explicitly WPA2/WPA3

[XRaySpeX]

@jak26 : SSIDs can't be split between bands on EE's current range of routers, those having the Compatible WiFi facility which I & others recommend the OP take up.

@Franky116 : Try setting up Compatible WiFi on the router under Advanced > Wireless Settings (it defaults to 2.4 GHz & WPA2) & connect your problematic 2.4 GHz devices to that.