Customer Service Hung Up On Me

I am usually not one to make complaints, but I thought I would post here and see if anyone else has had the same issue.

I own and use a Ring doorbell, but was helping my elderly (81 year old) neighbor set up a couple of the stick up cams. She already had been using the doorbell and 3 stick up cams, and added 2 more to her house. The 2 new ones connected out of the box, but after a day or 2 quit working. On top of that, the live view for any of the other cameras quit working. I want to note that it isn’t the wifi, I checked her signal and stood a foot from the router trying to reconnect the stick up cam.

On to the issue that prompted todays post:

I went through reconnecting the stick up camera, as well as the connection steps for a new camera - no luck. On top of the stick up cam not working, I could not live view any of the other cams, so I called support. I was on the phone for about 30 minutes running through all the steps I had tried previously. She then told me the wireless printer might be taking up too much bandwidth, whatever, I turned it off and no luck. Then she told me I needed to call my ISP and get a wifi extender. I told her no, I am standing 6 inches from the router and it is not connecting. The doorbell cam, which has been operational for months, is only mounted about 5 feet on the other side of one exterior wall and is also not working.

So, after all this troubleshooting, waiting, and excuses, she goes "well, let me check into… " and hangs up. I thought the call may have dropped, but it didn’t say call failed on my end, and I received no follow up from Ring. I work in computers, I know when people are not being straightforward about technical issues and are hoping I would give up or blame it on my ISP.

I am going to get in touch with the ISP, but I am just angry that I was hung up. So now, my 81 year old neighbor who has spent 600+ dollars on the Ring system is being left with a currently non-operating system.

Hi @jeremiahj9519. Thank you for sharing your experience here with the Community. It’s possible the line was disconnected, but I would recommend reaching back out to our support team to let them know what happened so they can make a note of it. They’ll be able to see what troubleshooting steps were previously done as well so you don’t have to do the same thing again. They may also need to put you and your neighbor in touch with advanced support if more in-depth troubleshooting is needed.

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.