Alexa has stopped working.

[Jezport]

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

[Jezport]

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

[Jezport]

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

[Katie_B]

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 🙂

[Jezport]

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.

[Katie_B]

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

[Jezport]

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

[Katie_B]

Thanks for keeping us updated @Jezport. 

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

Katie

[Jezport]

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.

[Leanne_T]

Hi there @Jezport 

Thanks for coming back and updating us. 

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

Leanne.