Ring Security Cameras
Ring Stick Up Cam wired and Virgin Media
Having just moved from Talk Talk to Virgin Media, my Ring Stick Up Cam is now freezing in the first 10 seconds of every recording. It records about 1 or 2 frames of footage in this time, then begins to record properly. The camera worked fine every time on Talk Talk (except for the global issues last week with missing videos). The new connection is 100MB and the old connection was 35MB, so is now almost 3 times faster. Any other UK customers have problems with Virgin Media fibre and Ring cams doing this? Thanks Andy
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17-09-2019 01:55:04
Responses (1)
- L
The issue appears to be fixed after pressing the Reset button on the Stick Up Cam.
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18-09-2019 08:17:54
LThe issue has now returned and all my recordings are freezing at around 7 seconds in, meaning I am losing key footage. I have since relaised there is no reset button on the Stick Up Cam - it is just the button to put the camera into set up mode. I have turned off the Cam at the mains supply and switched back but still no improvement. What can be done to resolve this issue?
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25-09-2019 12:39:39
MSorry to see this concern has returned. I recommend contacting our support anytime at 800-656-1918. They'll be able to take a closer look at the network environment, settings, and performance of your devices to find the culprit/ solution.
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25-09-2019 10:13:56
OHello - I have a solution and unfortunately it means spending more money! The Virgin Media hub does not work well with Ring. I have 100mb fibre, and a signal of -30 and it still has lags on my doorbell and cam. Black screens, dropped connections. It's a shame ring and virgin cannot work together to fix. You can try all sorts of things first, ranging from port forwarding on your virgin hub, dedicating the guest WIfi network to Ring, and using extenders. Unfortunately none of them will work long term, the lag always returns. Due to the lack of ring and Virgin support, what you need to do is buy a new better router, which manages your network traffic. You then continue to use the Virgin hub as a modem only, and put it in to modem mode. The router I purchased was £85, but works well and has probably improved my overall internet performance in my house. It's just a shame that in order to get £400 of ring kit to work I needed to buy another router.
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01-11-2019 09:07:54
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Marley_Ring
Hey @Labrajaws ! With the only change being in your service provider, please confirm what is the make/ model of router being used with Virgin Media? Also, are you having any other connection issues around the home, that you may not have had with Talk Talk? This information as well as any other details you can share on this concern will help us assist you further :)
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17-09-2019 06:37:02
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