Connection

We have a ring video doorbell camera and all of a sudden it won’t stay connected. This camera isn’t quite 3 months old. Every other piece of electronic piece whether it’s hardwired or WiFi works without any problems. We have no cable outages no internet outages or anything like that. An example every time we reconnect the camera it gets disconnected within 5 minutes. Under device health it says last reported voltage has poor but this is after it’s been disconnected. Last reported signal strength was RSSI -35 and again this is the signal after it was disconnected. The WiFi upload and download speeds are absolutely not any of the problem. Does this sound like a defective video camera that will not connect and do note the doorbell chime still works when you ring the doorbell. Does anyone have a e-mail address for any department with Ring or someone in any of their offices…tyvm for any help y’all can over.

Hello @stevenandbecky ,

So sorry to hear your Ring Video doorbell suddenly developed this connection issue. :frowning:

The fact that it was working well for months and now has this problem is strange. Something changed, like a new Wi-Fi interference issues from possible neighbor’s router or new Wi-Fi devices recently introduced into your household. But with a RSSI of -35, that should be able to ‘burn through’ any Wi-Fi interference (which were my initial thoughts, until I read -35).

I assume that it the RSSI value is for your connection between the Video Doorbell and your Wi-Fi router? I only ask because you mentioned that the doorbell chime still works, and again I first thought that RSSI might be your connection from your Video Doorbell to something like a wireless Ring Chime or Ring Chime Pro (instead of a wall mounted house bell-chime). It would be possible to have a great connection between the Doorbell and a Ring Chime Pro, but the Chime Pro has a weak connection to your router, which would require you to move the Ring Chime Pro closer to the router. But I don’t really think this is you case either.

Another possibility could be you introduced other Wi-Fi devices that are completing for band-width. Ring devices do not perform well with other 2.4 GHz devices, and if you have a router that does both 5 GHz Wi-Fi and 2.4 GHz Wi-Fi, splitting your router’s SSID for each frequency might help, and then connecting as many other devices only to the 5 GHz channel and thus reducing the competition on the 2.4 GHz frequency. The Ring video/audio needs high data-stream connections. If you happen to be connecting your Ring to the 5 GHz frequency (possible with Ring Video Doorbell Pro and the Ring Video Doorbell 3 Plus) then switch to 2.4 GHz for potential better data-stream connection.

But I tend to agree with you that maybe something in no longer working as it should in your Video doorbell itself. Luckily, your Ring Doorbell is still covered by its warranty. The bad news is, if you are in the USA, that due to the Covid-19 stuff, the Ring Support through email is not available (cause by split-shifts and reduced support manning). So you’ll have to contact Ring Support for help by telephone:

https://support.ring.com/hc/en-us/articles/360036196372-Get-in-Touch

Unfortunately, due to the Covid-19, their available hours have been changed also:

https://support.ring.com/hc/en-us/articles/360041597471-Ring-s-Response-to-COVID-19

They will have you do some troubleshooting while on the phone, and if they do indeed determine your unit is defective, they can make the arrangements for a replacement. I hope you find this information helpful. :slight_smile:

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