Updated: April 03, 2023
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by Judi Perez
Tech Expert & Writer
589 resolved issues

My connections are not working

Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?

Customer Replay

*****

Nice to meet you, *****!
Please describe your request with as many details as possible for me to get the whole picture of the situation.

Customer Replay

My two TVs and my echo are not hooked up. I’ve tried turning everything on and off.

What TV brands and models do you have? Please, clarify.

Customer Replay

Lg. But they’re on the wall and I can’t see the model number

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Okay, just to be clear: you mean Alexa Echo, correct?

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Customer Replay


Yes

Do you have the latest version of Alexa app?

Customer Replay

Don’t know, I’m old and my daughter put it in for me

Okay, I see.
What phone do you have?

Customer Replay

I phone

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Okay, I see.
Can you access the App store now, please?

Customer Replay

Just a minute please

Okay, take your time.

Customer Replay

Just a minute please

No worries. I will wait.

Customer Replay

Oh, and my TVs are Samsung

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Okay, thank you for clarifying!

Customer Replay

OK I’m on the App Store

Please, search for Alexa.

Customer Replay

OK I’m on the App Store I don’t know how to do that

Do you see a search bar?

Customer Replay

OK I’m on Amazon

No, not Amazon. Please, open the App Store on your phone.

Customer Replay

When I try to open ask Alexa, it gives me Amazon Alexa

In the search bar in the App Store you have to enter "Alexa", okay?

Customer Replay

I do it still goes to Amazon Alexa

It opens the app right away, you mean?

Customer Replay

The page gives me a choice of opening Amazon Alexa or Amazon music or commands for Alexa

Okay, so it seems that you app is up-to-date.

Customer Replay

Ok

Check that the device you use to access your TV or video service is on the same Wi-Fi network as your Alexa-enabled device.

Customer Replay

How do I do that
I know that everything I have is hooked up to CenturyLink

Thank you for clarifying. I am looking for a solution right now.

Customer Replay

Thanks
Hey Judy! You must’ve done something because my TVs are both working now! Thanks 1 million

Okay, so is your issue resolved?

Customer Replay

Yes🥳💕🥳💕🥳

I am so happy that your issue is resolved!
Do you have any additional questions I can help you with?

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