Doorbell disconnecting

Products Video Doorbells
1

i’m having issues with my 2nd generation wireless doorbell disconnecting every 2-3 days. when it happens, it shows offline on the app and the only way to reconnect is to plug the doorbell in to mains as if charging (despite battery being full or nearly full in most cases), completely remove the device from the app and setup again as new device. Within 2-3 days , I have to do it all over again.

Things I have tried so far…
Moved the doorbell closer to the router (right next to it) as a test, thinking maybe it was too far from the router or something is obstructing the wifi signal, it still disconnected as before, this made no difference at all (I am currently in the process of trying this test again!)…
Have tried resetting my router multiple times with no difference made…
I also took the doorbell to my parents house and connected to their wifi, it was fine for 3 weeks there with no interruption at all.
This lead me to believe it’s my BT fibre at fault but having spoken to BT, they’re adamant its not a fault at their end and are saying there has been no dropouts on my internet…

I’m completely out of ideas at this point, can anyone suggest what I can try next please? Am I missing something??

Thanks in advance for any help.

2

Hi @benny3008. Thank you for trying those troubleshooting steps to get to the bottom of why your Doorbell is disconnecting frequently. Since it is working just fine on another network, that does help determine that it could be something with your network. Try factory resetting your Doorbell by pressing and holding the setup button for 20–25 seconds and then reconnecting it to your wifi. We also have this Help Center page with other steps you can try. If you have tried these steps and are still having the same concern, give our support team a call at one of the numbers available here for further assistance. If you are outside of the US, please visit here to see how to contact support.