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user_320acc
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Sunday, July 25th, 2021 4:34 PM

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Can’t make video/audio calls with Alexa app

I have the Alexa app on my iPhone and iPad. When connected to my new Xfinity home network I can’t make video or audio calls using the Alexa app. The app just gets stuck on the Calling screen but the call never works. If I disconnect from the WiFi and use cellular data, everything works fine. It also works fine when connected to other WiFi networks. I suspect something gets blocked at the router level. Tried with a wired connection to the router and it doesn’t work either.

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5 years ago

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XfinityChristina

Official Employee

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923 Messages

5 years ago

Hi, @user_320acc. A few questions, have you already contacted Amazon, if so what did they say? Are you using our equipment or a personal modem and/or router? Are you noticing service issues with any other devices? 

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user_c906dd

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2 Messages

@XfinityChristina

Hi,

I am having the same exact issue - and initially thought that it was the Amazon Alexa App, and even attempted to uninstall, and reinstall on the device, however, like the other user, I was am able to connect to a Verizon WiFi connection, and was able to make the video/audio call with the app.  I checked all of the Xfinity router settings, and even completely disabled the firewall from router and still same results.  There is something with the Xfinity internet service blocking the protocol that the Alexa app is using.  I have even had intermittent issues with the Echo Show device since installing the new Xfinity router - my service is the fast 1200 Mbps Internet, and, there are not many devices within the LAN and WiFi network.

Please advise.

5 years ago

EG

Expert

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118.3K Messages

For a test, try disabling the Xfi Advanced Security feature as a work-around for now and see. It's buggy ! And there is currently no way for an end-user to be able to whitelist anything;


To disable the Advanced Security feature in xFi, select the Account icon from the top-left corner of the Overview tab on the xFi app and then select xFi Advanced Security. From here, select Disable under xFi Advanced Security and follow the on-screen prompts.


https://www.xfinity.com/support/articles/xfinity-xfi-faqs 

Good luck !
 

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5 years ago

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user_c906dd

Visitor

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2 Messages

@EG 

OK, thanks for the tip - I went into the xFi app as instructed, from the Account settings, and in xFi Advanced Security, saw that it was indeed enabled, switch was green and flipped to the right, so I flipped it to the left and disabled it, then tried the Alexa App again, and it still unable to make audio/video call.  Let me know if there are any other settings I can check - I am also able to log directly into the xFi router, for any more advanced settings that I may be able to check in there.

5 years ago

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CC_Armand

Official Employee

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2.4K Messages

Hmmm.  Can you confirm that the device is connected to your network?  If you can have you tried resetting it manually by unplugging it and plugging back in?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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5 years ago

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user_d07346

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1 Message

I have the same issue and I have to switch to and XFINITY or xfinitywifi to connect to Alexa Show, it will not even connect at all when connected to my Xfinity router in house. This is an Xfinity issue and should be addressed. Never had an issue with Verizon. 

5 years ago

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