I don’t like to complain, but this has really annoyed me!
This weekend, someone cut the phone line to our property (vandalism), meaning we lost internet completely, as well as the ability to make and receive telephone calls (landline). The Ring App showed that the alarm base station was offline, but yet we never got informed of this by Push, so didn’t know it had been out of action for some time.
We’ve also noticed that the celluar backup hasn’t activated, and doesn’t work - yes we’ve paid for the Protect Plus plan. We also can’t call the UK support line, because it’s closed when we need to reach them, and Ring are no longer replying to email support enquiries, which was most useful when the telephone lines were closed.
When we did finally manage to get through, the person we spoke with said they were open 24hrs a day, and hadn’t been informed that this was any different. Perhaps he lives in a box and is completely oblivious to the fact that Ring have cut the opening hours. Perhaps you should remind staff of your opening times.
I would have submitted a complaint, but since Ring don’t publish any other contact details than phone numbers which aren’t manned, it’s impossible to get the support we need.
I explained to the person who took my call that the cellular backup wasn’t working. He told me to press the reset button on the base station, which I did, and it still didn’t work. He then promised that I would get a call back, with a full explanation as to why the system had let us down - but guess what - nothing!
I explained that whilst I appreciate the alarm may still work without internet, since the building is unmanned, we’d never know if it got broken into, as it wouldn’t be able to let us know! The whole point of us buying this system, is that benefit of being able to be told when there’s a problem in the event that the internet doesn’t work. The whole purpose of this, is not working. We’ve had it since December, and have only just discovered that when needed, the emergency backup doesn’t work! That’s not acceptable.
How do we get a refund for the service? We’re not getting what we’re paying for, and can’t get through to complain!
At the very least, I’d expect to be able to get help when we need it, but we can’t.