- edited 11-25-2019 8:32 AM by ATTCommunityTea
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!
Solved by: Go to Solution.
12-18-2017 1:03 PM
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
12-22-2017 9:16 AM
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.
01-08-2018 2:16 AM
It happens sometimes. If you have tried for everything and got not any response. I think you should do the factory reset. Alexa device very sensitive to the wireless network. For more about Echo Dot setting and music, issues go here.
01-08-2018 5:50 AM
Amazon devices do not work on all 5GHz channels. Go into the RG and select channel 149 or higher. Band steering will also work this way. 5GHz is preferred if at all possible for streaming.
01-09-2018 3:27 PM
I am having the same problems. I have moved it’s location. My router is already at factory defaults. I tried connecting to both 2.4 and 5 GHz. I am so frustrated I am looking into a return.
01-09-2018 5:03 PM
Please read post #6. Make the suggested configuration changes. It will work. Factory default will not.
01-19-2018 9:28 PM
How do I go into the RG? What is the RG? I have been working on this all day. It connects when I reset it in the app. It can tell me the weather and tell a joke, but anything else and it disconnects.
01-20-2018 5:15 AM
Residential gateway. It's the box where the service come in. From a browser, access is from 192.168.1.254. The boxes usually have a reset button that when pressed for more than 10 seconds will put the device back to factory defaults.
Amazon devices must be set to channel 149 or higher to work reliably. A factory reset will not work because the default setting is automatic, and eventually a channel will be chosen that will break the connection to the echo device.
02-09-2018 11:25 AM
I am having the same issue. I could not even get any of my Alexa, Echo devices to connect. The tech told me they had this new update that made everything "BAND SHARING" So if you separated your 2.4 and the 5.0 network out by naming them separately or even changing the password it could totally mess up everything. I was used to Cox Panoramic Wifi and really it was great I just wanted the faster fiber. My only complaint is that every tech says I can not change the wifi password and that I have to keep the "Band Sharing" Which my Echo stuff works great when I have the networks separated and not on Band Sharing. You would think that with a very technology smart product like FIBER you could separate this and be fine. Apparently they just put in some sort of update to their modem/routers and the alternative if for me a customer I was told to invest in a $400.00 Router to take care of this on my own. Forget that. They should be able to roll back the update or offer service where you can use all the technology that is out there now. Which I am sorry Echo devices are extremely popular. They should give you the option to band share or not.
02-09-2018 1:26 PM
@abolynn3 There are many threads about this issue. Connect to your RG and set the channel for 5GHz radio to 149. Restart your Amazon device and I bet apples to donuts it will connect for you. Do not disable band steering, it is an unnecessary step unless you really want to.
02-28-2018 8:26 AM
Can someone tell me how to connect to the RG and set the channel for 5GHz radio to 149? We are having the exact same problem with our Echo and it is frustrating and very disappointing.
02-28-2018 2:26 PM
Via browser, connect to 192.168.1.254.
Select Home Network, then WiFi. You’ll need to enter the password for the RG printed on the side label. Either scroll down to the 5GHz radio section for Pace, or use the dropdown box for Arris to select the 5GHz radio section and from there you will find the channel selector. Default is Auto.