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Richard
Richard, Engineer
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My husband has bought me the Alexa Echo 8, I already have

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My husband has bought me the Alexa Echo 8, I already have the Alexa tall one and pay £3.99 to get music. this new Alexa show only plays a few videos and keeps saying I have to upgrade to £7.99 a month
JA: What's the brand and model of your product?
Customer: Amazon Alexa Show 8
JA: What have you tried so far?
Customer: I've tried ELO and one starts to play then freezes, I can only watch about 4 different vudoes i ask her to play 60's and she tells me I must pay £7.99 a month
JA: Anything else you want the Electronics Expert to know before I connect you?
Customer: But I was able to play 60's music on my other Alexa

Hi there and welcome to Just Answer, my name is Richard and I look forward to helping you.

I’m sorry to hear you're having trouble with your Echo. I know that can be frustrating. Hopefully, we can get this resolved quickly.

Please note, a rating is only needed when we are finished.

Can you please remove the power to the Echo (so unplug it from the power socket).

Then wait 10 minutes, connect the power again to the Echo, turn it on and tell me please if it is now operating correctly.

Let me know the results please

Customer: replied 11 days ago.
Thank you, I just want to watch videos, but I find it very limited, I still have my other Alexa and she played everything

I understand, let me know how it goes please.

Customer: replied 11 days ago.
I never leave it plugged in so I can plug it in now

Thanks

Customer: replied 11 days ago.
What shall I ask her to play? Can I ask for some 60's because she says she can't unless I pay £7.99 a month

What you ask on the other Alexa that plays

Customer: replied 11 days ago.
She's asking for a software update

ok, please do so.

Customer: replied 11 days ago.
She's updating
Customer: replied 11 days ago.
She always plays 60's for me on my other one

Thanks

Customer: replied 11 days ago.
She said she can't find any 60's songs

ok, try to find a song please you know plays on the other one.

Customer: replied 11 days ago.
I asked for Sam smith, she said Sam smith from your playlist, sorry something went wrong

Remove the power to the unit again, then wait 2 minutes, connect the power then try again please.

Customer: replied 11 days ago.
She still says she couldn't find any 60's songs

try to find a song please you know plays on the other one.

Customer: replied 11 days ago.
Sam smith from my playlist sorry something went wrong

Can you please follow the steps here to reset the Echo

https://www.the-ambient.com/how-to/reset-amazon-echo-1268

Once done, set it up again and tell me how it then functions please.

Customer: replied 11 days ago.
She seems to be looking for songs from my playlist, are these ones I have on my phone
I don't mind upgrading to £7.99 a month if I'm going to get videos

ok, but let me know how you go with my las instructions please

Customer: replied 11 days ago.
I've connected her to the internet and now it's asking to create a new account, do I still put my Amazon email and password in ?

yes please, choose to sign in.

Customer: replied 11 days ago.
She said this device is ready
Customer: replied 11 days ago.
I'll ask her to play some 60's

thanks

Customer: replied 11 days ago.
She won't play any 60's

and other songs the other Echo does play?

Customer: replied 11 days ago.
She's playing a queen video, so to get 60's do I have to upgrade to £7.99

ok, then it is not part of your account sorry so you will.

Customer: replied 11 days ago.
I asked her to play slade and said sorry I have to upgrade to Amazon music unlimited

You will have to sorry to use it.

Customer: replied 11 days ago.
If I upgrade will she play everything?

Yes, the songs she says you need to upgrade for she will play

Customer: replied 11 days ago.
Where do I go to upgrade please?

Make sure you use the same account you use on the Echo

Customer: replied 11 days ago.
And the £ I paid to connect they said it was refundable? Or do I have to cancel before the month is up
Customer: replied 11 days ago.
Thank you I'll go there when we have finished and upgrade
Customer: replied 11 days ago.
Amazon take £3.99 out every month so it will just be £4 added onto that I presume
Customer: replied 11 days ago.
Or do I cancel the £3.99 and start a new one for £7.99

you cancel before the month is out.

Customer: replied 11 days ago.
Is that cancel before the month is out for the £5 connecting to a technician?

I am not sure what you mean, I am referring to your current Amazon technician, it is not related to this.

Customer: replied 11 days ago.
I had to pay £5 to be connected to chat, it said this was refundable, but I'll just cancel before the month is out , I wanted to know do I cancel the £3.99 I pay Amazon every month and start a new £7.99 a month, will this be able to use on both my devices
Customer: replied 11 days ago.
Then I'll leave you in peace, sorry for so many questions

You can use it on both devices.

Customer: replied 11 days ago.
Thank you and where do I go to cancel this subscription for technical help? I don't want to forget and get charged £30 a month
Customer: replied 11 days ago.
I just clicked on the link and it's £9.99 not £7.99 like she says

If you wish to cancel, please use my link below.

 

http://ww2.justanswer.com/help/how-can-i-cancel-my-subscription-hl

 

Thank you and all the best

Customer: replied 11 days ago.
Thank you for you help, I will rate you before I leave

Thank you

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