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yesnono's profile

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1 Message

Sun, Feb 20, 2022 3:50 PM

Amazon Alexa - NumberSync Calls Dropping

Hello,

We have successfully set up NumberSync and ATT calling on an Amazon Alexa device. We can make phone calls, receive phone calls, etc. The issues is that after 30 seconds to 3 minutes, the call just drops randomly, and this happens consistently with every call. So there seems to be some sort of connectivity issue. What is the best way to troubleshoot this? Can ATT support see any additional details around the calls that could point to a specific issue? Besides the ATT calling issue, the Alexa is functioning fine and is used throughout the day for music, podcasts, etc.

Accepted Solution

Official Solution

ATTHelp

Community Support

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203.9K Messages

10 months ago

Hey there, @yesnono! Let us help you find why your calls drop while you're using AT&T NumberSync calling with Alexa.

 

There are several reasons why your calls may abruptly end including:

  • This trend occurred after upgrading your smartphone.
  • This trend occurred after service restored from suspension.
  • This trend occurred after a mobile number change.

Fortunately, the fix is a snap! First, power your phone off for several seconds before powering it on again. If your experience persists despite the first steps, we invite you to follow these instructions:

  1. Remove AT&T calling via the Alexa app.
  2. Go through set up process again, using the Alexa app.

Next, you will want to setup NumberSync for Amazon Alexa:

  1. Go to your Alexa app or the Alexa portal (https://alexa.amazon.com/).
  2. Tap Menu.
  3. Tap Settings.
  4. Tap Communications.
  5. Tap AT&T.
  6. On the next screen, tap SIGN IN.
  7. Sign in using customer AT&T User ID and Password, then tap SIGN IN.
  8. Click the checkbox for the Terms and Conditions, then tap Link My Account.
  9. Confirm the Emergency Address is Correct by tapping Confirm Address.
  10. Validation of address occurs.
  11. Emergency Address Saved screen appears, tap OK.
  12. Select Calling Preferences by tapping AT&T (Current), then SAVE.
  13. Try Saying: 'Alexa, call Dad’s Mobile.'

Also, as explained at Set up your ID for NumberSync, each wireless number on your account that uses NumberSync should have its own ID. This ensures that all calls sent to and from a synced device are linked to the right number.

  • You already have a user ID if you manage your wireless account online. For NumberSync, use the ID listed on your online profile. NumberSync isn’t available for AT&T PREPAID.
  • Have an ID that isn’t linked to your wireless number yet? Learn how to assign your wireless number to your ID.
  • Not sure what your ID is? Go to the Forgot ID page and follow the prompts.

Give this a try and let us know how it works for you!

 

Lar, AT&T Community Specialist

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