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Solved: Alexa says “I am having trouble connecting to the internet. Take a look at the help section in your Alexa app”

Alexa is showing a red light and telling you:

I am having trouble connecting to the internet. Take a look at the help section in your Alexa app

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Solution:

Follow the steps below to fix this issue:

  1. Turn off your modem and router. Wait 10 seconds. Turn them back on
  2. Make sure you have internet connection (Check it with your phone or computer)
  3. Unplug your Alexa device. Plug it back
  4. If Alexa still gives the same warning, go to alexa.amazon.com
  5. Click “Settings > Updates Wi-Fi” and make sure your Wi-Fi is configured
  6. Reset Alexa to factory defaults. Press and hold the “Microphone off” and “Volume down” buttons at the same time until the light ring turns orange and follow the instructions
  7. Still having trouble? Reset and reconfigure your modem, router, and Alexa device

84 thoughts to “Solved: Alexa says “I am having trouble connecting to the internet. Take a look at the help section in your Alexa app””

      1. I had mine for a few months, recently stopped working saying having trouble connecting to internet. All other devices iPhones, iPads, laptops, security system, TVs, all working except Echo Dot!! I have followed all of the trouble shooting instructions , too many other products that work to spend this much time and frustration trying to make this thing work!
        THIS IS NOT A QUALITY PRODUCT,

        1. Agree. I’ve spent way too much time trying to “connect to the internet “. Then “go to the help section on the Alexa app”. There is no help section on the Alexa app when trying to connect. The options are continue or cancel. Choosing continue only brings you back to start. This is not worth the time or money. It has only been a source of frustration.

          1. Had 6 weeks great experience with Alexa, but today cannot find internet. As another person said, there is no help section on the app.

          2. Absolute nightmare all you get is “I am sorry I am having trouble connecting to the internet” I am on the bloody internet with everything else phone tv doorbell etc .Ready to Chuck mine in the bin

        2. I’m having the same problem with my dots. The Alexa help isn’t very helpful. You can’t get a hold of anybody right now and they won’t even answer emails.

        1. I’m having the same problem with my dots. The Alexa help isn’t very helpful. You can’t get a hold of anybody right now and they won’t even answer emails.

    1. Nope..not for us. No matter what we do it will not connect. For some unknown reason the Echo went off line shortly this morning. We’ve called amazon, followed the instruction . done every trick/hack know still nothing. It just ain’t workin’.. It was a Christmas gift.

      1. Same here. The resetting directions in the Alexa app describe connecting to Amazon-MSP network that displays, “no internet connection” The directions to click on it and choose Yes don’t work because the options are “Forget” or “Modify” which requests technical info impossible to know. Ugh

        1. I ran into this issue just today when i switched to a new wireless router. It wouldn’t reconnect no matter what i did using the phone app. I had to do a factory reset on the echo, then use the web app (which requires you to have a PC connected to the same wireless network as the echo, mid directions you have to manually switch wireless networks to the Echo then back again).

          The phone app just doesn’t work that well i guess.

          1. Thank you! I didn’t even realize there was a web app. I’ve literally not been able to get them for over a month and this finally worked!

          2. Thank you! I was about to throw my Dots in the garbage because no matter what I did they wouldn’t connect. The Alexa Mobile app is worthless. Web app using your instructions worked with no problem. Maybe they need to add your instructions to the mobile app.

          3. Brilliant – this worked straight away. Could you please take over Amazon – at least the Echo department?

            Really grateful.

          4. Just wanted to say this also worked for me. I couldn’t get Echo setup to connect to wifi at all (but it would connect to my mobile hotspot) using the phone app. Just tried using the web app after reading this and it worked like a charm! Thank you!

    2. Well, if that was all the help offered, most of us would be angry since most of us would try that before we ever looked for on-line help. The “overkill” is providing additional support for those needing it because the obvious didn’t work.

    3. Whiners piss me off.Just do as the helpful instructions say and it will be fine. I’ve done i myself. It’s a router issue; sometimes they burp. I rebooted my router, disconnected then reconnected the Alexa unit in question, and within three minutes, everything was back to normal. Simple fix.

      1. Simple is it – I’ve tried for over three hours and still get the same message can’t connect to internet.
        I’ll give it one last go tomorrow.
        Find their ” Help ” useless – doesn’t conform to any of my settings.
        Very very frustrated.
        Not a simple fix!

    4. Worked for me after considerable frustration over many hours as a last ditch effort.
      Didn’t think it would be that simple.

      Thanks

    5. Thank you so much, after all this time, I did what you said, un plugged Alexa for about 10 seconds, plugged back in , no,problem, works great.

    6. Totally agree. I have several Alexa devices and was having problems with connecting to the internet on one I had just bought. I tried to reset it but it kept saying the wifi password was incorrect. It wasn’t as everything else was working on it. So I unplugged it for 30 seconds,let it reconnect and now its working fine. It was an Alexa cho 3rd generetion.

  1. Yes, restart your device, make sure you are using update version of alexa app. In case you still unable to connect wifi to echo, Contact customer support.

    1. I’m having trouble connecting Echo to the Internet as Wifi is so slow. It will work via a phone hotspot but that isn’t a solution in this case. I gather it’s possible to get a ‘myfi box’, a sort of mobile internet. Does anybody know anything about these please? Thanks. Clive

  2. Well I unplugged it 3 times and attempted to reset… nothing… so I tried the router reboot….for the first time it said “this device is connected”. However, still a red light with no connection. So the echo Dot has lasted two weeks. I’m so impressed.

  3. :Hello I did everything on the forum, and my alexa echo, and my alexa show does the same thing over, and over again and it still will not connect. what do i do now?

  4. I have 2amazon dots first generation and both are saying that they cannot connect to the internet, I tried everything that was in the instructions and they still won’t connect!

  5. So every time my router restarts i have to reboot my alexa’s lovely now i have to move furniture because the f@#$@#$g junk amazon supplys wont reconnect automatically unlike every other device in my house. Amazon i hope all your warehouses get struck by lightning and burn to the ground please god please

  6. I have Alexa connected to my internet and my ring doorbell. Every time I ask her to show me front door she says my WiFi is not connected but it is. Please help!

    Thanks

  7. What a waste. Worked fine for a month or so, then out of the blue it started saying it can’t connect to the internet, check help. The help page is totally useless, besides being hard to find. What a waste.

  8. This is ridiculous, i done everything the help pages have said , it was fine before now wont connect to internet what a waste of money amazon needs to sort this out

  9. Configuring through the desktop app worked when the app on my phone kept failing. Thanks a lot for this!

    1. My PC is connected via ethernet to the home network. On the PC I have no idea where to find the wifi bit to switch to Amazon network and then back again. I can do this via my iphone but like most people above, the setup is not working. I can see the Echo plus connected to the network OK but I have no idea how to get it to connect to the internet. As I cannot connect I cannot try the update software etc that has been advised. I only received it yesterday and it connected fine. Today it won’t connect to the internet. I can send it back but I’m not confident a replacement will be any better. Anyway , where is “the internet” to an echo plus. BTW the echo dot that I also installed yesterday is working fine.

  10. I use a chromebook! which doesn’t have the app!!!! Yes new home internet but not new phone provider.
    I have unplugged & re-plugged numerous times.
    I’ve tried doing a new set-up & now I show I echo paired and 2 more UNpaired. I only own 1!
    Thinking I will also go to a google mini.

  11. Alexa just won’t reconnect to WiFi . The app is useless. I have tried everything suggested. I’m not giving up. There is hope for Alexa for a few more days. I’m going to my “I-T” guy. How hard could it be?

  12. Worked perfectly! Disconnected my router, plugged my router back in, disconnected & reconnected both Alexa devices, and Whaaa-lah! everything works perfectly back to normal. So strange! The problem occurred when I upgraded to iOS 13.0.

  13. Oh my word, this was so much more difficult than it should have been to reconnect my Echo Dot to the internet. I used a combination of suggestions from above and lots of trys to finally get my Echo working. We too got a new router with a new password and it was unbelievable how hard it was to get to the point to save the new password. I tried the unplugging the router and the echo a number of times with no luck. I installed the Alexa app on my PC but still couldn’t find any way to fix it. Finally I did the factory reset a couple of times and finally got Alexa to show an orange ring. She kept showing a red ring. Once I got the orange ring I was able to use the app on my phone to add a new network and password.

    1. Got the orange ring found the amazon network called Amazon QVE – selected but nowhere to actually enter new router password? Any ideas? Or is it because I am trying on my phone?

  14. Alexa echo dot – failed to connect to network, this what has been showing every time I try to connect my new cell phone to Alexa, I tried everything this has been going on for a week now, I knew I had the correct WiFi information in my phone still was getting the same error, until I thought let me rest the network, I went to about phone, scroll all the way down until you see Looking For Something Else? Tap on reset, then tap on Reset Network Settings. this will reset your WifI on your phone & that’s what worked for me I was a happy camper. 🙂 I hope this helps.

  15. In order to setup & connect echo dot to wifi first you need to make sure that you have amazon account. Then you need to download the alexa app for echo dot on your device whether it is mac, windows, android or apple iphone. Once you’ll download the alexa app you need to install the alexa app. Then you need to login into amazon account. Before proceeding further make sure that the device that you are seetting up echo dot has the wireless connection ability. Process further by selecting your devices which is echo dot. Once you’ll select that you need to make sure that light on alexa is orange. If you see blue light, yellow light or red light on alexa you need to make it orange to make echo dot to setup mode.

  16. My 1st generation Echo would not connect to the new router I just installed. After numerous frustrating tries using the amazon app and reading this thread, I did a factory reset. On the 1st gen there is a pin hole in the top center – plug in the echo, when it lights up in blue use a paperclip or similar push in the pin hole and hold down for 5-10 seconds and the alexa voice announced she was ready to connect. The app worked just as it was supposed to and everything was functional after about 30 seconds.

    I was prepared to try to de-register, but that was not needed in this case. Each echo device will have its own means of reset, so be sure to look that up as later generations may not have the reset pin option.

  17. Lots of people are buying Echo products off the Marketplace on Facebook that have been porch pirated and they will NOT connect to the internet. When you call customer support, the tech will look up the DSN and let you know if the device was reported as not delivered or stolen and the device will be basically deemed as useless. I’ve been seeing lots of posts about this on social media. Buyer beware, only purchase from reputable dealers, not crooks on the internet. 🙂

  18. I had the product for a few years and it worked straight out of the box with no problems, but since 2019 the service is down more than it is up and no matter what you do the same problem will come back again and again.So, before you start any reboots pulling cables out or even your hair check to see if Alexa is down in your area

  19. I swapped my router to a new provider and started to connect all of my devices, phone, iPad, laptop, smart plugs, echo dot and second gen echo. Then it came to the 1st gen echo and no joy. I tried everything and finally tried the alexa.amazon.co.uk web page. The set up procedure was just the same as in the app but hey presto we have connection.

  20. The unplugging technique, which has worked in the past, failed – even after umpteen attempts – but the advice to visit alexa.amazon.com proved invaluable, as it solved the problem completely.
    Many thanks.

  21. As of yesterday evening, NONE of my Alexa devices are connecting to the internet. I’m on a Virigin Superhub 2.0 which periodically has problems handing out IP addresses. Yesterday, DHCP stopped working for a while until a hard reboot. Since then, every device in the house connects apart from the 6 Alexa devices. These devices are connecting via a mix of direct and Powerline wifi. I’ve cycled power on all of them and tried reconfiguring their wifi.

  22. Factory reset worked so me just hold the dot button on your Alexa for 25 seconds then a orange light should appear then go onto Alexa app and start setup of a device

  23. I turned off my modem for about 20 seconds, turned it back on to boot up internet again. Then I unplugged Alexa and plugged it back in. Worked after that. This happens almost every week though.

  24. Alexa went offline and would not reconnect. Tried rebooting everything and restoring factory settings, and using the mobile app, still nothing. Then I saw the post about using the web app on my PC instead of the mobile app. Worked like a charm first time. Use the web app. Back in business.

  25. My son who is disabled has had an alexa 2nd gen for two years, it rarely worked spouting “its having trouble connecting to the internet”, we bought him the Dot 3rd gen for Christmas for when he moves into his new home, this has never worked spouting the same old phrase “im having trouble connecting to the internet” funny that the other devises in his house has no problem. This is a new internet provider and 20 miles away from his last house.
    I have alexa at my house and never had a problem, the problem is that amazon does not provide ANY support and what is does provide just takes you round in circles.

  26. same here, mobile app wouldn’t set up my original echo to our new internet provider, but the web version worked straight away. We’d been tearing our hair out trying to figure this one out, as our dot worked straight away, but the bigger echo couldn’t connect. All sorted now though . thank-you to the person who pointed out that this is the mobile app that is the problem

  27. Thanks for the info in an earlier post about setting up Alexa through the website instead of the app. My Echo Dot went offline a couple of days ago. I tried everything many times over the last 48 hours, from unplugging the Echo Dot off and back in again, restarting the router, even resetting the router back to factory default, meaning I had to then set up and reconnect all my WiFi stuff from scratch. I finally connected Alexa following the advice of setting it up using the Alexa website. I had to use Firefox, as my other browsers, Opera, Chrome and Edge would not load the Alexa website add new device page. Success. Alexa is working again. It’s not just a case or unplugging and plugging Alexa back in and restarting the router. I actually always switch the Echo Dot off at night.

  28. I know why she won’t connect.I switched from my own wifi to spectrum and there is a new password. Nothing I do gets me to any instructions to SWITCH her connection. Just tries to tell me initial setup or reset.

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