RING Video Doorbell no longer connect to Network

[CreakyBonez]

Recently, my RING video doorbell stopped capturing video and no longer connected to my wifi network. After several attempts (and I'm talking everything) including factory reset, modem re-boots, disconnection/re-connection, actually disconnecing the device, moving the modem closer to RING, etc., and speaking to RING reps, they said the issue is not with them - it's my provider. I even bought a brand new RING device thinking that was the issue and still no connection. I found out that Bell did a firmware update recently and I'm wondering if anybody else is having these issues with RING or any other security cameras or similar devices and if so, what did you do to fix it. This is wasting a lot of my time. And I want Bell to look into that because this is a problem that's not on my end nor RING. Thanks.

UPDATE: It was a combination of both. RING needed a dedicated 2.4 GHz network for initial setup. One was not set up through my Bell wifi. After speaking to a Bell rep, they rebooted the modem and said to use the guest wifi instead (I assumed this was the dedicated 2.4 GHz) and gave me a temp password. I turned off the breaker to the doorbell, disconnected/reconnected RING, breaker back on, and followed prompts ensuring I was using the guest wifi. Once RING was able to finally connect to this network, it was back up and running. Hope this helps you.

[Msliz74]

This happened to me today. My Ring doorbell stopped working/went offline when they made me switch to fibe line today! So frustrating. My spotlight cam is working but the doorbell one isn’t. I guess I have to call to have reboot to get guest 2.4??

[BellNick · Accepted solution]

Hi @Msliz74 
Thank you for your post and welcome to the Community.
We're sorry to hear that you're also encountering this issue. Please be aware there is no need to call in to perform this setup. You can split up your Wi-Fi bands yourself through your modem GUI (as well as turn on your guest Wi-Fi if needed). We'd recommend checking out our support article Splitting your SSID for IoT device configurationfor further information and steps.
Please note that Wi-Fi pods will not connect with Whole Home Wi-Fi off.
If you have any further questions, please do not hesitate to contact the Community.

[Msliz74]

So I tried this and once I got to the step of  put whole home wifi to off I hit save and it’s been spinning for 30 mins and I have no wifi now! So now nothing works and I have to work remotely the next 5 days. This is so frustrating I didn’t want to switch to fibre the regular line and set up was perfect bell just called and harassed non stop saying they’ll be discontinuing old lines 

[BellNick · Accepted solution]

Hi @Msliz74 
Could you please try to reboot your modem by unplugging it from the power source and after 30 seconds plug it back in to see if your Wi-Fi connection comes back?

[Msliz74]

I got the wifi back but the splitting is not working and I still have no ability to connect my Ring doorbell. If I cannot get this sorted I’ll have to move to another service provider as we must have this device. I followed all steps and it just won’t work and the renamed 5G won’t show up separated in the wifi list. Beyond frustrated. 

[BellPatricia]

Hi there @Msliz74 

Thank you for your reply 🙂

Glad to hear that your Wi-Fi is restored, and we will do our best to help further with splitting the SSID. We just have a few more questions that might help us pin point the issue. 

Can you clarify which modem you have, and what model of Ring doorbell you are trying to connect? When you attempted to split the Wi‑Fi bands, did the change save successfully in the modem settings? Please share a screenshot of what you're seeing in your Wi‑Fi network list after renaming the 5 GHz network.

@BellPatricia 

[Msliz74]

The modem is GigaHub that was just installed 2 days ago. The Ring doorbell is the wired video doorbell, 1st generation I think. I don’t know the model as it’s offline so the app won’t show me. I don’t want to disassemble to see the back. It’s the hardwire kind and requires 2.4ghz 

I am on day 1 of 5 with 12 hour shifts remotely. I cannot mess around with this wifi and risk losing connection again and being unable to work. 

I believe it had saved the setting to turn off whole home and rename the 5G as my service went bad and zero service in backyard once I did the split. We have always had service in backyard with the regular system we were forced to change 2 days ago.  The renamed 5G was not showing up in the wifi list just the regular but it was significantly downgraded speed and usability.