XFINITY and RING... BIG PROBLEM... READ!
I just got off the Phone with the EXECUTIVE TEAM at XFINITY. They stated they have put out their new WHITE modems and that modem no longer talks with RING, basically. They say it is RING'S fault? That RING has not put a fix in. And without RING putting a fix in for 2.4ghz, RIng Cams will frequently not work, or work for a bit then not work and the process just goes around in circles. SOOOOOOOOO, we are ALL have basically useless cameras, doorbells etc because RING would put a FIX IN that works with XFINITYS new protocol for 2.4 GHZ, that RING USES. SOOOOOOOOOO, they say that RING has been aware of this. If in fact that is true, then I want a FULL REFUND OF ALL 7 OF MY RING PRODUCTS ASAP!!
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29-09-2021 07:58:13
Responses (10)
- C
UPDATE.... XFINITY says the problem has been that people set up the Modems with one name and one password... they say you are suppose to setup one for 2.4ghz(ring and others) and one for 5.0ghz...but use the same password and same name...then broadcast both... then when you set up RING, you set it up for the broadcasted 2.4ghz and RING will hook up to 2.4ghz, because you set it up to broadcast and connect that specific one, designating it as 2.4ghz ...which id what RING needs to work! SIMPLE RIGHT? Wellll, that IS how you could do it...but.... read on Problem is, their new Modems don't permit that anymore. They blocked basically ALL access to make ANY changes in 10.0.0.1 and the same thing with their XFINITY app...... so, if you want it fixed, find a COMCAST store that has the Model Model "XB6" and get the old grey/black one black! .. they ARE still some available. Makes you wonder if someone/others is trying to push THEIR security cameras?? Now hen you go to XFINITY 10.0.0.1, your wireless page, they now say they do everything automatically. In other words, their Modems will now default to what is needed at the time.....WELL IT IS NOT COMPATIBLE WITH RING ANYMORE... Because it goes to 5.0ghz, MOST of the time and you get no signal, or you might here and their at best. But, HELLO RING? As someone(My Wife) who was a PROJECT MANAGER FOR AND WITH "IT" and The Executives, and Legal and others...... she concurred, it takes RINGS "IT Department" to make a simple call to XFINITY IT Department to write a script together, test it, and implement it. That is usually less then a week script. But if RING wants to lose Customers to someone else, well then don't connect with XFINITY RING? I hope you don't miss the boat on this EASY PROCESS!.... I have been an advocate ever since SHARK-TANK denied you and now RING ate the Sharks, attempted humor. In fact, they have addressed it as one of their biggest mistakes passing on RING. RING? I think it is time you now show some other Company/Companies, you ARE the best and will not been forced to lose business, as you definitely have been from all the chatter on your board. YOU GO THIS RING! GO GET EM! And YES, I LOVE RING!!!
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30-09-2021 05:32:50
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- S
I would strongly consider purchasing your own modem or using theirs for "modem only" and not WiFi. You're better off setting up a Mesh WiFi instead. Many brands that work great like DLink, TP-Link or even Amazon's Eero. Devices that support both 2.4 and 5ghz will select the best one available. Ring and many devices may just select the band and stay on it unless the WiFi router 'pushes' them towards the other band. Of course, many Ring devices only support 2.4ghz only so this would be a moot point. The jury is out there regarding using a separate 2.4ghz and 5ghz SSID. There are pros and cons with each one, but typically it's easier to manage just one and let the devices and routers do their magic. My .02..
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30-09-2021 05:08:06
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- C
Hey @cceflo. Thank you for taking the time to detail your concern here. I wanted to shed some light on the situation after addressing your concern with my internal teams here. First of all, we're sorry to hear you're unable to manually connect to Live View while your Ring devices are connected to your router. You can try reserving an IP address in the settings of the networking equipment for any Ring device that is having trouble with connecting to Live View. You may need to reach out to your network equipment provider to learn more about how to do that. You can find guidance from Xfinity on how to connect Ring devices to your router here: https://www.xfinity.com/support/articles/issues-connecting-devices-wifi-network. Changing routers might also help. Alternatively, setting up a Chime Pro to bridge the connection between the router and the Ring device may also be an effective solution. We appreciate your patience and apologize for any confusion you may have gotten from either parties along the way. We hope this clears this up for you. If you have persistent concerns getting your Ring device to connect or work with your wifi router, please give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406). If you are outside of the US, please visit [here ](https://support.ring.com/hc/en-gb/articles/213608406)to see how to contact support.
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30-09-2021 09:11:58
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- C
I think this is my issue that I am experiencing. Ever since I upgraded to the new white modem my generation 3 camera goes off line during the morning hours. So basically once a day. I have to unplug and plug it back in for it to work a day sometime it works for two days. Ultimately it is time to leave Ring but I did get comfortable with some of their features. I am highly considering moving to Nest or even something with better reliability. I know for a fact this started when I got the new modem. Had no issues with the outdated modem but my signal was weak.
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01-08-2022 08:01:42
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CHi @Cofelice. Can you let me know specifically which model of Xfinity router you have? Additionally, are you able to check if your router is on the most updated firmware available? I'd also recommend trying the troubleshooting steps listed in Chelsea's solution, such as reserving an IP address for your Ring device in your router's settings.
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03-08-2022 04:35:20
TI have done all of the above multiple times, mine worked fine with the white modem for about 6 months. Then stopped working, at that time you could still control having 2.4 and 5.0 ghz through Xfinity. Bottom line the Ring two doorbell product does not work with xFinity. Ring needs to figure that out with xFinity and publish an update. Everytime, I try to set it back up you can alert me to use the right screws so include an xFinity fix, that works in the alert. I also am an IT person, what I don't know I have way smarter people working for me who do. I have already spent more time to fix than it is worth. It was a challenge at first, now it is just an exercise in really bad customer service and product reliability..
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26-09-2022 02:43:54
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cceflo
BTW, I just called RING, and they guy said he sees they have posts on the board about it!... I told him he is reading my post!... Yet, I had just had read what I had posted! THEIR sites says NO PROBLEMS, WRONG!.. THEIR OUTAGE SITE SAYS NO OUTAGE, TRUE. BUT NOBODY AT RING OBVIOUSLY KNOWS ABOUT THIS OR DOING ANYTHING ABOUT IT!!!!!!!! Maybe thy need a new IT TEAM! I see a LAWSUIT coming? SOON??!! SO, ALL you XFINITY CUSTOMERS don't call XFINITY call RING and tell them, fix, or give you your money for ALL your products! If they can't fix an issue on THEIR end with the BIGGEST Internet provider, then all products are useless. When I said I wanted a refund, was told sorry, it's over 30 days old! But to me, taking my monthly $, at this point, appears to be FRAUD??
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29-09-2021 08:19:00
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