Live view only works on WiFi not mobile data EE
Been struggling to get live view working on EE mobile data on Sony android. Spent an hour on call to Ring but still nothing. Signal strengths fine, reinstalled apps, devices, deleted conflicting programmes, reset network and mobile data, etc.etc. Works fine on iPad and on another android phone. Records clips but live view just circles trying to connect. Pretty dirty app by looks of it - with the vast volume of issues how can these products be fit for market? I’ll give it one more go before I chuck in the bin unless supplier will refund. Any thoughts and please don’t send the stock range of things to consider as done them all. Wasting money on the Protect Plan for two doorbells also.
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09-02-2021 11:16:42
Responses (7)
- D
I have the same problem. Video available on WiFi; but no video available when mobile data is turned on. This is when WiFi is also on. I have a MotoG Android 10 and use a non-VPN Century Link WiFi. Mobile data is through Verizon. Reasons why no video?
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14-02-2021 02:27:02
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- M
Thanks for confirming that, @DavidAZ! Just to double check, there is also not a vpn on your mobile device right? When using an Android mobile device, I always recommend checking for any [Android apps that might conflict with the Ring app](https://support.ring.com/hc/en-us/articles/115005889983-Android-Apps-that-Conflict-with-the-Ring-App). If this concern continues to persist with cellular data connection, this may require a more in-depth look from our support team. Please give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406). 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. They will be happy to help you to find more advanced solutions, and/ or note these concerns for our team to investigate further.
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15-02-2021 08:05:37
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- S
I have the exact same issue. All works fine on my mobile when connected to WiFi but when on EE mobile data live view doesn't work. I tested from another network and it worked fine. Seems EE does some filtering which affects Ring LiveView but customers aren being ping pong between both Ring and EE without any help. Clearly Ring knows what ports are needed and check if they are blocked on EE but instead support only check my RRSI as per their script. Very disappointed we can't get any support
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30-05-2021 04:20:11
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- S
I just checked the list of apps that "interferes" with the Ring app ---- you would never believe that I cleared out my Zedge app and now the ring app works perfectly fine!! I would suggest that if anyone is having issues that they check that list and go through their phone and clear them out.
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10-06-2021 04:59:03
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Marley_Ring
Sorry to hear about this, @Timpot! I will certainly share this feedback with our teams here for further investigation. As you mentioned Live View working on the Ipad and another Android, are either of these devices using EE mobile data as well, or just the Sony Android? Additionally, does your Sony Android device work if wifi only is enabled on that mobile device?
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10-02-2021 06:06:25
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