Having problems with BBC Sounds streams on Alexa? Check the following page for more info: Why do BBC Sounds streams stop or cut out when listening on my Alexa device?
After following the steps in our Troubleshooting guide:
- Check that the language on your Amazon device is set to UK English. Open the Alexa app, then tap Settings > Device Settings. Select your Amazon device, then Language, and ensure UK English is the set language.
- Head to Amazon's website for full troubleshooting steps to try: Support for Amazon Echo
BBC Sounds skill issues
We are aware that there are some issues with the BBC Sounds skill. Some of these are easily fixed and answered, and others are out of our hands as Alexa skill producers.
1. I've followed the steps to link my account and I'm still unable to access BBC Sounds content. What can I do?
There are a few things you can try to resolve this issue:
- There are four possible ways to link your account, shown on this page. If the way you've tried isn't working, please try the others.
- It may be that the device profile is not the same as the account profile. Try saying “Alexa, switch profile” or “Alexa, switch to [your first name]’s profile” and trying to link your account again.
- Please try unlinking your account, and re-linking. Steps to do this are as follows:
• Open the Alexa app;
• Tap ‘More’ in the bottom-right corner;
• Tap ‘Skills & Games’;
• Tap ‘Your Skills’ in the top-right corner;
• Scroll to find the BBC Sounds skill, and tap it;
• Tap ‘DISABLE SKILL’, then tap ‘DISABLE’;
• Tap ‘ENABLE TO USE’ and follow the steps to log in;
• Try to launch the skill again
And if you're still having problems, you can contact us here.
2. Alexa doesn't understand me when I ask for BBC content.
Background noise and speaker position may prevent your request from being understood.
All BBC radio stations can be asked for using “Alexa, [station name].” The shorter your request, the less chance Alexa will have to mishear you. Using “Alexa, Radio One” is likely to be more successful than “Alexa, can you start playing Radio One?” for example.
When asking for podcasts and music mixes, usually “Ask BBC Sounds for [content title]” is the best way to get to it.
We’re always working to make it easier for our audience members to reach the content they want.
3. I used to be able to use BBC content for my alarm and now I can’t.
The good news is that you can, using a customised Alexa Routine! Information on how to do this can be found here: How do I set up an Alexa Routine?
4. I used to be able to listen to BBC content on my devices in multiple rooms and now I can’t.
Update: 'Multi-Room' playback using the BBC Sounds skill is now possible. Multi-Room allows you to play your favourite BBC Sounds music, podcasts or radio stations on multiple Alexa-enabled devices at the same time with our Alexa skill.
You can find more information here.
5. The content doesn’t start, or it stops midway through.
We are aware of some playback issues, which we are actively investigating with Amazon. Playback on early generation devices seems to be less reliable in some cases than on more recently manufactured devices.
6. BBC Sounds will not play anything, I get an error message or a different skill.
The BBC Sounds skill is only available in the UK. Please check your device’s location and language settings in the Alexa app.
7. You keep telling me to sign in or link my account - why?
Linking your account gives the best experience on our skill and across the BBC, with more features for signed-in users on their way. It’s a very simple process to log in and you only have to do it once. For more information on how to sign in go to: How do I sign in on the BBC Sounds Alexa skill?
8. My issue is not addressed here.
Check our Known issues page which lists problems we're aware of and are working to resolve.
Tap or click the Contact us button at the bottom of this page to tell us about your issue. Or talk to us through Live Chat when it’s available.