Responses (1)

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  Caitlyn_Ring

  Hi @Blighty40. Would you be able to share a screenshot of what error message you receive when you attempt to access the Ring App and the Ring website while connected to your wifi network? Have you had any router updates or settings changes recently? I'd be happy to take a look at this once I have more information.

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  07-09-2020 05:19:44

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  Blighty40

  Hi and thanks for the quick reply. Attached to this message are screenshots of the two messages I get when trying to access the app without my VPN on.

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  07-09-2020 06:24:26

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  Blighty40

  Attached to this message is a screenshot when trying to acces the website without my VPN. In relation to changes to my router, my initial problems started with poor quality live feed. I contacted ring technical support who tried everything and suggested my router was at fault, possibly not strong enough. They suggested ordering a new router from my service provider. My service provider has provided me with a brand new up to date router so I when I tried to change my doorbell to my new router this is when the problem with the blocked IP address started. I changed back to my old router but the issue continues. I have removed my doorbell from my account and now I can not add it back as I receive the error message stating that my ring device can not connect to the internet. Hope this makes sense Thankyou in advance

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  07-09-2020 06:32:49

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  Caitlyn_Ring

  @Blighty40 Thank you for sharing those screenshots here. Since you did recently update your router, I'd recommend checking to ensure the appropriate ports and protocols are open, as outlined in our Help Center Article [here](https://support.ring.com/hc/en-us/articles/205385394-The-Protocols-and-Ports-Used-by-Ring-Devices). If everything looks good on that front, then please give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406). They'll be able to take a deeper look at these connection issues and offer more advanced troubleshooting steps to resolve it. We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 [here](https://support.ring.com/hc/en-gb/articles/360041597471) to see how to contact support.

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  08-09-2020 03:32:17

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  Blighty40

  Hi Thankyou for your response. I have read the link on Ports and Protocols but unfortunately my knowledge of internet connections is limited so it has not helped me. I do believe that the Ring device has failed and caused the issue with my router as I have stated I have plugged my old router back in and the problem is still occurring. I will have to contact the support team however to contact this number I am charged at national rates and I have already been charged an extortionate amount to call the support team. Is there a free number to call or is there a way of requesting a call back. Many thanks.

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  08-09-2020 03:53:08

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  Caitlyn_Ring

  @Blighty40 Your internet service provider may also be able to assist you with any settings on your network, such as ensuring the ports and protocols are opened. I would recommend touching base with them if possible, just to make sure that these ports and protocols are opened as it will help our support team narrow down what could be causing this concern. As for the support number, which country are you located in, and which number are you calling?

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  08-09-2020 04:21:14