Amazon Echo Tech Support

Today’s post is all about the most common Echo owner problems/questions/issues I’m seeing on various discussion boards.



Amazon’s Echo Tech Support Hotlines
I can’t say Amazon’s keeping it secret exactly, but it seems like hardly any Echo owners know about their dedicated Echo support hotline. If you don’t find the answer you’re looking for elsewhere in this post, you can contact Amazon directly. From an Amazon email:

“You can reach Amazon Echo Customer Support by phone directly and toll-free at 1-877-375-9365. We’re available from 3 a.m. to 10 p.m. Pacific time, seven days a week.”

**4/25/17 UPDATE** Apparently Amazon is no longer offering tech support through this line. To reach Alexa tech support, you will need to either go through the Help > Contact Us links on the Amazon site, the Help & Feedback > Contact Us option in the Alexa app, or use the contact options listed below.

Amazon Alexa / Echo Tech Support email address:

Amazon Alexa / Echo Team Twitter Account – tweet them with the hashtag #TeachAlexa to request new Easter eggs or features

Online access to the Amazon Alexa app



Echo Keeps Disconnecting From My Network
There’s been a LOT of discussion on this one over on the Amazon Echo discussion threads on the Amazon site. The majority of the time, this comes down to a WiFi router issue. Here are some things to try, roughly in order of hassle factor:

1. Reset your router.
There should be a reset button right on the router, but its location will vary by manufacturer and model.

Can’t find it? Go to #2.

2. Reboot your router.
Turn the router off, wait 30 seconds, then turn it back on. Note that this will interrupt internet and WiFi services for any devices that normally rely on that router, so before you do this make sure anyone who’s using the router’s connection isn’t doing anything critical, and knows the connection is about to be temporarily dropped.

Still no improvement? Go to #3.

3. Reboot the router, but turn WiFi off for all devices except Echo before powering back on.
Yes, I know this is going to be a pain, but many Echo owners have reported that in their setups the Echo “likes” to get first priority in the order of WiFi connections: if they disconnect everything except the Echo from their WiFi before turning the router back on (to ensure Echo gets first dibbs on connectivity), the Echo seems to stay connected more reliably. Once Echo is connected, they re-connect everything else.

No dice? Onward.

4. If you live in an area that sometimes gets ‘brownouts’ or brief interruptions in electrical power (I’m talking a matter of seconds here, not even minutes), consider getting a backup power supply for your router.
This isn’t something that happens often where I live, but maybe two or three times a year my router will drop its connection due to a power loss that was so brief, all I noticed at the time was a brief flicker in my home’s lights. Even so, suddenly I’ve lost my internet connection and the only thing that will bring it back is a reboot of my entire system at the main box—you know, that big one that’s in a closet somewhere, that you probably never even thought about once the technician was done installing your broadband.

Still no luck? There’s one more thing to try.

5. Consider a router upgrade.
The more tech-savvy types can fiddle with their router settings to try and optimize its connection for Echo, but it may simply come down to a case of having too many WiFi-hungry devices on your network. Chances are that you’ve added one or more since the time you originally got that router, so this is a definite possibility.


Relevant Love My Echo Posts To Date
Here’s a listing of all LME posts so far that address various technical issues, common user questions and Echo/Alexa errors.

Echo Not Hearing You Clearly?

How You Can Make Alexa Smarter: Alexa Voice Training

How To Speak Alexa

Alexa Skills: The Misplaced Manual

Getting Your Music Into Amazon Music Library So Echo Can Play It

Why Doesn’t The Echo…?

How to Customize Alexa’s Flash Briefing

IFTTT In Plain English


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