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Customer Discussions > Kindle forum

Paperwhite 3G Not Working


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Showing 1-25 of 71 posts in this discussion
Initial post: Oct 6, 2012 12:37:24 AM PDT
My kindle paperwhite 3G is not working properly - i cannot get it to connect to the 3G and i also am having trouble connecting to wifi - is anyone else having these problems? THis is my third kindle - is there a trick to this one that is different from the previous models? Please advise!

Posted on Oct 6, 2012 1:01:26 AM PDT
Michel says:
Wish I could help if I actually had a PW but um... 3rd Kindle PW replacement or 3rd Kindle in general? If it's the former... I don't even know what to say other then HOW?!

Posted on Oct 6, 2012 1:09:45 AM PDT
CBRetriever says:
I found on the Touch (should be similar), that if I turned wireless on and waited, it would connect to 3G - however, I never connected it to wifi

here is the help page for it:

http://www.amazon.com/gp/help/customer/display.html/ref=hp_200954050_pwwifi?ie=UTF8&nodeId=200954050

and here's the trouble shooting wireless page for it:

http://www.amazon.com/gp/help/customer/display.html/ref=hp_201009940_wire?nodeId=201009940#wire

Posted on Oct 6, 2012 6:13:59 AM PDT
M. Kramer says:
Boy can I help you. This is a common problem they're having. Call customer service and tell them to re activate your antenna. Fixed mine in five seconds.

Posted on Oct 6, 2012 6:08:08 PM PDT
Same thing happened to me, except the CS rep didn't listen when I asked her to activate the 3G. She was clueless, and they are shipping me a replacement for something that can be fixed remotely. Even though I live in NYC, she asked if I could wait a few days and try to take it somewhere with a better signal (unnecessary since I have tried it in two boroughs of NYC, and a town in Long Island and another in NJ, none of which connected to 3G either).

This happened to me when I bought the 3G Touch last year, and they had to remotely fix it that way, too. I'm nervous that my replacement is going to have worse screen issues than the one I have. Blech.

In reply to an earlier post on Oct 6, 2012 7:15:26 PM PDT
M. Kramer says:
All they needed to do was reactivate the antenna. That's what you get for living those small backwoods towns.

In reply to an earlier post on Oct 7, 2012 7:27:23 AM PDT
dawnsong says:
When kindle rep doesn't have the expertise to fix an issue I insist on talking to a supervisor. If that doesn't work then I spin the dial... try again the next day.

In reply to an earlier post on Oct 7, 2012 9:02:55 AM PDT
THANK YOU all for your help with this - resetting the antenna worked and fixed the problem. It took us quite a while to get them to do it though - my suggestion to anyone else who has this problem is to call, ask to speak to a Kindle Specialist right away (i.e. don't waste your time w the guy who asks if you turned the kindle on properly) and then insist that they start with resetting the antenna. The actual fix takes about 2 seconds once you get them to do it.

THANKS AGAIN for the help!

In reply to an earlier post on Oct 7, 2012 9:17:52 AM PDT
M. Kramer says:
Glad it worked. This is a true case of pay it forward. I don't know why CS argues about this. They should know about the issue by now.

In reply to an earlier post on Oct 7, 2012 9:26:19 AM PDT
I don't either - it was a 25 minute call w them and it easily could have been a 3 minute call. you nailed it on the head. thanks again.

In reply to an earlier post on Oct 7, 2012 9:52:38 AM PDT
M. Kramer says:
I was following another former. I spoke to five agents before she wrote me here. I'm surprised Amazon is dropping the ball in this. I assume they'd rather push a button than replace.

Posted on Oct 9, 2012 6:46:21 PM PDT
Kathy Austin says:
Was sitting in parking lot at work...wanted to get on gmail.com. Can't use wireless there because I don't know password. 3G would not connect to gmail. Kept saying I needed a wifi connection. Dug around on Amazon's Kindle help page and they state that you can ONLY access Amazon and Wikipedia using 3G...all other websites require wifi! Why weren't we told that?

In reply to an earlier post on Oct 9, 2012 7:05:32 PM PDT
Craig says:
Because you didn't ask? Or because you didn't read the product page? The 3G is specifically to "shop and download books."

WebKit-Based Browser
Kindle Paperwhite 3G's experimental web browser is based on WebKit. It's easy to find the information you're looking for right from your Kindle Paperwhite 3G. Kindle Paperwhite 3G enables you to connect to the Kindle Store and access Wikipedia - all over 3G or Wi-Fi. Experimental web browsing on other websites is only available over Wi-Fi.

In reply to an earlier post on Oct 11, 2012 1:41:51 AM PDT
Michel says:
Ouch, I didn't know they changed this. Though I never used the browser that much, I could've sworn I used to play around on the New York Time's website on 3G before I got bored with it when I first got my KK. I guess people were using too much data free of charge at Amazon's expense and they decided to do something about it.

In reply to an earlier post on Oct 11, 2012 3:00:25 AM PDT
Up through the KK, you could use 3G on any site. It changed with the introduction of the Touch and K4. It should still work pub the older devices, though.

In reply to an earlier post on Oct 11, 2012 7:09:50 AM PDT
Craig says:
On the KK, you can still use 3G on any site, but Amazon instituted a data cap/month. I can't find the thread that talked about it, but it's pretty small.

In reply to an earlier post on Oct 20, 2012 3:39:44 PM PDT
That worked for me also on two different kindles.

Posted on Nov 9, 2012 1:57:29 PM PST
riverlady says:
amazon has buried the kindle support number. Could someone please post it here?

Posted on Nov 9, 2012 1:59:27 PM PST
M. Kramer says:
Tell them to re calibrate your antenna.

In reply to an earlier post on Nov 9, 2012 2:18:01 PM PST
CBRetriever says:
click on the help link above, select kindle, then click on the Contact Us button (also on the Kindle Help Forum main page)

In reply to an earlier post on Nov 9, 2012 2:19:29 PM PST
 Ann says:
@riverlady - Click the "Help" link at the top of any Amazon page, then press the "Contact Us" button.

Posted on Nov 9, 2012 2:31:00 PM PST
This is a great thread; I called CS twice about this, and basically was told they didn't know what I meant (that my 3G wasn't working) - that there was never a problem with this. I will now call and tell them to reactivate the antenna. Thank you!

In reply to an earlier post on Nov 9, 2012 2:44:52 PM PST
M. Kramer says:
Recalibrate. Takes one second.

In reply to an earlier post on Nov 9, 2012 2:47:09 PM PST
Last edited by the author on Nov 9, 2012 2:47:42 PM PST
M. Kramer - THANK YOU!!! This time when I called I specifically asked the CS person to recalibrate the antenna. She checked and found out my PaperWhite's radio signal wasn't going "all the way through" (whatever that means), and in 10 seconds it was fixed! Now I have 3G which is really useful for those pockets we hit on the commuter train where there's no WiFi.

In reply to an earlier post on Nov 28, 2012 4:41:02 PM PST
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Discussion in:  Kindle forum
Participants:  35
Total posts:  71
Initial post:  Oct 6, 2012
Latest post:  Apr 9, 2016

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