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Anonymous

New Member

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25.7K Messages

Sun, Dec 17, 2017 4:26 PM

Why does echo dot keep losing connection?

My Echo dot continuously loses its connection to Wi-Fi. Everything else on my Wi-Fi (laptop and phone) work perfectly fine. Whenever I reset my router or modem it connects just fine but then within 8-48 hours it loses the connection again and will not connect. I've been on the phone with amazon tech support several times and once we reset the router and it connects we end the call and then some hours later it loses its connection again so we never get to the base of the problem. We even looped in AT&T tech support on one of the calls and still nothing as all they did was remotely reset my modem and then when it connected they said great and ended the call. Then about a day later it disconnected again.

 

According to a thread i found on here apparently having the 2.4ghz and 5ghz connections named the same is the problem. But I tried renaming my 2.4 ghz connection and my echo dot has connected to it. Then just like an hour or so later it disconnected. All my other devices are still connected to the wifi.

 

Any suggestions would be awesome! Its so frustrating to buy something cool and not be able to use it!

 

Responses

Brand User
ATTCares

Administrator

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107.5K Messages

3 years ago

Nicolec


With only the Echo Dot losing it's connection while other wireless devices retain theirs, the problem is pointing towards the Echo Dot. I understand that you have already connected it only to the 2.4GHz network but the problem is still occuring. You may want to connect it only to the 5GHz network and see if the results are any different. Another potential cause could be interference. You may want to relocate the Echo Dot to a different location strictly for troubleshooting purposes.


-AT&T Community Specialist

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Anonymous

New Member

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25.7K Messages

3 years ago

Amazon's original solution was to send me another echo dot and i am still having the same problems with it. I have tried relocating the echo to see if that works and still have the same problem (I only live in a 1 bedroom apartment so even the furthest place I could put the dot is still not very far). I did re-install the alexa app, reset the dot, and unplug and plug in my router and it connected to the wifi for a few days, only to have it disconnect when i tried to connect an amazon fire tablet to my wifi. I'm wondering if there is some sort of incompatibility between amazon products and my at&t u-verse. I will be trying to do a factory reset on my router when i get home to see if that fixes anything. Will keep this post updated.

Contributor

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2 Messages

8 months ago

Thanks so much, that did the trick.

Contributor

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2 Messages

8 months ago

That did it!

Contributor

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1 Message

8 months ago

What is RG, Band Steering and Channel 149 please.

gr8sho

ACE - Professor

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2K Messages

8 months ago

Residential gateway. Box where your WiFi and network connections are available.  

Band steering makes your 2.4GHz and 5GHz radio bands look as one.  Your device connects to the optimum band.  

Channel 149 is one of the standard 5GHz channels that is known to work with all equipment including amazon.   

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Contributor

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2 Messages

7 months ago

Im a UK resident & I use Vodafone network & I have exactly the same problem ... 

gr8sho

ACE - Professor

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2K Messages

7 months ago

@Dino69 

hello.  Don’t understand, so please explain further. 

The point of this thread is to support users of att internet and associated gateway/routers.  Since these devices can broadcast WiFi DFS channels which are incompatible with a number of consumer grade hardware, it is necessary to manually configure the router to avoid the pitfall.  

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Contributor

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1 Message

5 months ago

@gr8sho you are a saint for being so helpful and answering all of these duplicate questions

Teacher

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11 Messages

4 months ago

"Go into the RG and select channel 149 or higher".

What is the RG, and where are these channel settings?

Thank you.

Teacher

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11 Messages

4 months ago

How do I reset my router to factory settings?

gr8sho

ACE - Professor

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2K Messages

4 months ago

@PoppiRussell 
Find the red reset button on the back of the gateway box.  Usually above the power connector.  Hold it for 10 seconds.  

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Contributor

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2 Messages

4 months ago

Thank you .
I did try a reset on all devices including my WiFi & also got the WiFi to check.

I contacted Apple and with they sent me a new one .. it’s a known issues with some earlier models

Now it’s working perfectly .

Try it explain the same & tell them you know they have been replaced

Good luck

Teacher

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11 Messages

4 months ago

Thank you gr8sho
i will reset my modem now.

gr8sho

ACE - Professor

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2K Messages

3 months ago


@Dino69 wrote:
Thank you .
I did try a reset on all devices including my WiFi & also got the WiFi to check.

I contacted Apple and with they sent me a new one .. it’s a known issues with some earlier models

Now it’s working perfectly .

Try it explain the same & tell them you know they have been replaced

Good luck

Hello,  I don't understand the Apple reference.   Did you mean Amazon?  The thread is about Amazon devices with intermittent or no connection to AT&T gateways.  

The issue is due to how AT&T has implemented 5GHz wireless WiFi in their routers.  More conventional routers from companies like netgear do not suffer from such problems.  Best to disable automatic channel selection on the AT&T device.  

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.