Kindle Touch Wireless Connection Guide

Authored by: Support.com Tech Pro Team

1. Variable

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Don't forget to ask the guest how they heard about us and document it in the Session Properties.

2. Network Credentials

Does the guest know their Wireless Network name (SSID) and Key?

3. Refer to ISP/Router OEM for Credentials

If the guest does not know their SSID and Key we will need to refer them to either their ISP, Router OEM or 3rd party Network support to obtain the information before we can proceed.

Please kindly inform the guest that we are here to help but without the required information we cannot proceed with the connection. Kindly refer them appropriately to obtain their network credentials and ask them to call us back once they have the information in hand.

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4. Disposition

Disposition the Session

1. Ask the guest if they would like to participate in a survey for the service they received.

If the guest accepts, warm transfer them to 1-855-302-1599, enter the Session # from this Cloud session and then complete the transfer ensuring the guest hears the rest of the IVR prompts. Do not give the guest the aforementioned phone number. That number is only intended for us to transfer to.

2. Click "Session Info" at the top of the session window and update all of the applicable fields to the best of your ability.

3. Click Done in the left pane

4. Click Close at the top of this session window.

A. Resolved: All calls where a service or path to a resolution was provided.

B. Not Resolved: Dropped calls / Ghost Calls / Guest needs to call back

5. Connect to the Network

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

The last in the e-reader line, the Kindle Touch uses a slightly different method to connect to wifi due to its touchscreen interface and modified button layout. The process, however, is still very simple and streamlined, despite the different commands.

Walk the guest through the following steps:

1. Press the “Home” button near the bottom of the Kindle Touch. This is the only physical button on the face of the device and will bring the Kindle back to the Home screen regardless of what screen the Kindle Touch is currently on.

2. From the Home screen, tap the “Menu” button. This will either be represented by the word “Menu” in the upper-right corner or by the Menu icon. Next, press the “Settings” button as outlined in PURPLE.

3. Choose “Wi-Fi Networks” from the Settings menu as shown outlined in RED. This will bring up a list of available wireless networks. The guest must find their wireless network name (SSID) on this list and tap to select it.

4. The guest will then be prompted to enter their wireless network password. Once the password has been entered,  press the “Connect” button. If the connection is successful, the connection will be indicated in the upper-right by the Wi-Fi status icon: 

6. Check Other Devices

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Are other devices connected to the wireless network and functioning properly?

7. Refer to ISP or Router OEM for Network Support

If multiple devices are unable to connect to the wireless network, there is a network issue.

Please refer the guest to their ISP or Router OEM for network assistance.

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8. Check Environment

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

If other wireless devices are connected to the network and functioning properly chances are the router is ok. Let's see if there is an environmental issue that is thwarting our efforts.

Ask the guest if they have a portable wireless device (Smart Phone, Tablet, Laptop, etc.) that they can put in the same area to test and see if that device's wireless connection still functions as intended in that location.

Select the appropriate response in the decision point dropdown.

9. Reasonable Range?

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Is the device within a reasonable distance from the router?

10. Relocate Router

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Is it possible for the guest to relocate their wireless router to a more centralized location?

11. Recommend a Range Extender

If the wireless signal is not reaching the device and moving the router to a more centralized (closer) location is not possible, the guest's best option is to get a range extender. Target sells range extenders and we can help the guest find one here: Target Range Extenders.

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12. Router Relocation

Advise the guest to relocate their wireless router to a more centralized location in the home and to give us a call back. Although we cannot assist in the process their ISP might be able to.

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13. Recommend Advanced Support

It appears that there might be an issue with the device. The guest has several options:

1. Contact the manufacturer for further support (recommended).
2. Contact advanced 3rd party support.
3. If the guest purchased the device in the last 30 days they may bring it back to their local Target for a refund or exchange.
4. If it has been over 30 days since the guest purchased the device please refer them to the OEM for warranty support.

Reference: Target Return Policy

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