Cannot answer or live view on mobile network (Ring doorbell 2)

I am hoping someone can help me out, yesterday my ring doorbell stopped working on mobile data, I cannot answer the doorbell and I cannot view live footage, I can watch recorded history though. If I connect to wifi everything works fine, its only on mobile network it doesn’t work, my phone is on 5G and my doorbell has a connection speed of 154mbps and is fully charged. I have deleted the app 3 times and re started my phone and nothing is working. This makes the doorbell useless to me as I don’t need to answer or live view if I’m sat at home on wifi, I only ever need to access it if I’m out and on mobile data. Any help will be appreciated.

Hi there, @FrankCastle! Your Ring app should work on both wifi and cellular data connection. This can depend on mobile device, cellular tower, and cell provider variables. For instance, if your carrier does not permit streaming certain videos on cellular data or if there are mobile device settings preventing such. I recommend checking for a vpn or any security related apps. If you are using an android device, please check for any android apps that might conflict with the Ring app.

A great way to rule out many factors is to try on another mobile device, if possible, or even test out video connection using the Rapid Ring app. Feel free to let us know how this goes! :slight_smile:

Hi @Marley_Ring, thank you for the reply, I have checked the list of apps, and I do not have any of these installed, my cellular connection is on 5G (there’s a 5G tower about 100m away from me) I have also installed the Rapid ring app and I have the same issue on there too, if I try do a live view it doesn’t connect, but then when if I go into my history, the live view that I attempted to watch shows up in there and I can watch it in the archives like it did connect. The only thing that has changed since it was all working fine is that my phone has updated to android 11. Its frustrating as I get all notifications but cant live view or answer if someone rings the doorbell, which is the only point in having it in the first place, its basically just a cctv system now which I cant live view.

Its been a while now, and its still not working.

Hi @FrankCastle. Thanks for updating us on how those suggestions worked. Since this concern still persists, it would be best if you reached out to our support team so they can take a deeper look and provide more advanced troubleshooting assistance. You can 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.