Change wifi network on alarm base station

I have a new broadband router which has a new network SSID and password

when I try to change the wifi network through the app it tries to connect via bluetooth to the base station but this does not work

I have tried connecting the base station via ethernet but this tries to do the same thing

Hi there, @ryanb2020! This change can be made within the Ring app by visiting your Base Station page, tapping the settings cog, selecting network preferences, and then change network. During this change network flow, there will be a step in which the Ring app will want to securely communicate with the Base Station before continuing to the next steps. Please ensure there is not a vpn enabled, and that the Ring app is up to date.

If this network connection change is not working as intended, 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.