Help, first no email then black videos, support is NO HELP

My ring had gone dead, I never receieved and email when the battery was low, support verified that there was a problem with my account, they said they would fix it, this was friday. Well since then all of my videos are solid black, I called support again, they made me reset my router, troubleshoot all the steps there is nothing wrong with my router and live view works fine. Can anyone help or have any ideas? Very frustrated.