Support Wizard

Let's delete and re-establish the pairing of the Set-Top Box and Amazon Alexa:

1. To delete the pairing, use the Ziply Fiber (or Frontier) TV remote control for the Set-Top Box that’s using Alexa. Select Menu > Settings > System > Voice Control > Amazon Alexa > Disable. Press OK.
2. To re-establish pairing, press the MENU button on your TV remote.
3. Select VOICE CONTROL from left side menu.
4. Select Amazon Alexa > Get Code.
5. Make note of the Activation Code and Device Name you see on the screen.
6. In your Amazon Alexa mobile app, enter the Activation Code from your TV screen.
7. Tap PAIR. When you see a green checkmark, tap CONTINUE. Close the screen by tapping X.
8. The app will search for discoverable devices. Choose your Set-Top Box, then tap CONTINUE.
9. Choose the Alexa-enabled device you’re linking, then tap LINK DEVICES to complete the pairing.

Let's fix your wireless connection.

Complete the support wizard for problems connecting to internet through my wireless network. When your wireless connection is restored, try using Alexa again.

If Alexa still doesn't work, come back to this support wizard.

Check if Alexa is connected to the internet by asking, "Alexa, are you connected?"

We’re going to delete and re-establish the pairing of the Set-Top Box and Amazon Alexa one more time:

1. To delete the pairing, use the Ziply Fiber or Frontier TV remote control for the Set-Top Box that’s using Alexa. Select Menu > Settings > System > Voice Control > Amazon Alexa > Disable. Press OK.
2. To re-establish pairing, press the MENU button on your TV remote.
3. Select VOICE CONTROL from left side menu.
4. Select Amazon Alexa > Get Code.
5. Make note of the Activation Code and Device Name you see on the screen.
6. In your Amazon Alexa mobile app, enter the Activation Code from your TV screen.
7. Tap PAIR. When you see a green checkmark, tap CONTINUE. Close the screen by tapping X.
8. The app will search for discoverable devices. Choose your Set-Top Box, then tap CONTINUE.
9. Choose the Alexa-enabled device you’re linking, then tap LINK DEVICES to complete the pairing.

Let's connect Alexa to the internet.

1. In your Amazon Alexa mobile app, open the left navigation panel and select Settings.
2. Select your Alexa device and then select Update WiFi.
3. On your Alexa device, press and hold the Action button until the light ring changes to orange. Your mobile device will then connect to your Alexa device. A list of available WiFi networks appears in the app.
   Note: The Alexa app may ask you to manually connect your device to your Alexa device through your WiFi settings.
4. Select your WiFi network and enter the network password (if required). If you don't see your WiFi network, scroll down and select Add a Network (for hidden networks) or Rescan.
   • MAC address: If you need to add your Alexa device to your router's list of approved devices, scroll down on this screen until you see the MAC address.
   • Optional—Save your WiFi password to Amazon: Any WiFi passwords saved during setup automatically appear when you connect a new Alexa device to the same WiFi network. The password is also remembered if you switch between saved WiFi networks.
   • Optional—Connect to a public network: Enter any required information if you are connecting to a public network that requires a web browser to sign in, like a school or hotel. The information could be a pre-shared password, room number, or just a button to accept conditions for using the network. This information cannot be saved to Amazon. Contact the network owner for more information.
5. Select Connect. After your device connects to your WiFi network you’ll see a confirmation message in the app.

We're glad the Support Wizard was able to help you resolve this issue.

Please contact Ziply Fiber Technical Support.

We can help you further troubleshoot and schedule a service appointment if needed.