The app shows that I have 3 out of the four bars for cellular backup - and initially it did work.
Now it seems that any time that the internet goes offline (e.g. outage, router update etc.) - it’s actually offline. Never enters into the 3G backup mode, the device is covered by Protect Plus
Sorry to hear about this, @BadCode! It sounds like you are doing everything correctly here. An Alarm system that is subscribed to a Protect Plus plan should certainly be using the cellular backup successfully. Please ensure you are operating a Base Station that is sold and intended for your region.
When power is lost, you should also see an indication that your Base Station is running on battery backup, cellular backup should initiate thereafter. Check out our help center article for more information on cellular and batter backup. I recommend testing this by unplugging your Base Station and waiting awhile to see if cellular backup every connects.
If not, please give our support team a call at one of the numbers available here. 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 to see how to contact support.
I am having this exact issue, except it used to show the cellular bars and now it doesn’t. My Ring alarm’s base station does not kick into cellular backup anymore. It’s been like that for at least 3 months. Contacted Ring and they just said their engineering team is looking into it but has no ETA on a resolution. They also informed me a small number of users are experiencing this. Pretty disappointing they aren’t giving it much urgency. An alarm without cellular backup is a security risk.