App won't let me access base station to switch to new wi-fi

[Scottflorida]

I changed internet providers and have a new wifi network as a result. All the threads and advice I’ve read are impossible for me: when I try to go to ‘Devices’, I just get a screen telling me ‘Your ring alarm is offline’ with options to ‘Retry connection’ (which of course fails because the wifi in its settings no longer exists) or ‘Still Can’t Connect’, which takes me to a page telling me to tap ‘Join Network’, which is not an option anywhere I can find.

It’s as if because the old wifi is gone, the alarm can’t do anything, including connect to the new wifi.

How do I simply tell the alarm the new network name and password so it can connect? Again I cannot load the devices page in the app at all; if I click ‘Devices’ in the main nav, click my alarm in the dashboard, or click the notification at the top of my dashboard saying the alarm is offline, they all take me to this page from which I can do nothing.

[Caitlyn_Ring]

Hi @Scottflorida. You should be able to navigate to the Device Health screen to walk through the reconnection steps. Try to see if you can attempt a new setup in the Ring app under Set Up a Device. However, there can only be one Ring Alarm at a location, so you might not see this option. If this persists, please give our support team a call at one of the numbers available here. If you are outside of the US, please visit here to see how to contact support.