drjosh
Mailbox Sensor Falling Offline—How to get responses from support?
Long story short, I bought the mailbox sensor after it came out. I bought the bridge at the same time. It worked great until about March, when it suddenly started going off-line on a regular basis. After a ton of troubleshooting, I was sent a replacement sensor. However, the same issues are persisting. I’ve done all of the level one and two troubleshooting multiple times, and nothing solves the issue. It seems I either got two defective ones, or the bridge is a problem, or there’s a software issue. However, the other lights paired with the bridge have not had the same disconnection problems. I’ve called that number many times and spent hours on the phone. Can’t get through to anyone who will help. I’ve been told I need to talk to advanced tech support, but no one responds. I’ve been on hold with level 1 and 2 agents for close to an hour waiting for advanced support before we schedule a call back, but I get no call back. Does anyone know how to get a response or escalate this with someone in management to get it resolved? I don’t have time to keep calling and waiting on hold and rehashing the issue.
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24-05-2021 02:59:08
Responses (6)
- D
How do I get someone who will actually respond and be able to escalate? I've called about 6 times, and no one has been able to get advanced tech support, and no one responds back as promised. Each of the times on the phone is at least an hour with zero progress.
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26-05-2021 06:48:17
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- D
How do I get someone who will actually respond and be able to escalate? I've called about 6 times, and no one has been able to get advanced tech support, and no one responds back as promised. Each of the times on the phone is at least an hour with zero progress.
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26-05-2021 06:48:17
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- B
I've had the same issue with the Mailbox Sensor network connection, after a long period of time where it was working reliably. The only thing that worked was to remove the device from the network, then to go through the whole reinstall process again. Other things I tried but which did *not* work: 1. Install new batteries in mailbox sensor 2. Remove batteries and reinstall them 3. Hard reset of the mail box sensor electronics (holding button down for 5 seconds) 4. Move sensor closer to bridge 5. Reboot bridge and re-connect it to network I just had a similar problem happen with a Ring Outlet. After being unplugged and re-plugged into the wall outlet, it would not reconnect to the network. The only thing that worked was to remove the Outlet from the network using the Ring app, and then re-install it. The common thread is that just going through a software uninstall/re-install process fixed both issues. Everything else was the same: network, bridge, power, mounting location, etc. As an engineer, it seems likely there is a software bug at the root of this issue. Perhaps it's associated with firmware updates?
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07-02-2022 02:15:29
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- D
I just saw new responses. The solution was getting a new Ring Bridge. Replacing it (under warranty) resolved the issue.
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05-04-2022 11:18:52
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drjosh
@Chelsea_Ring @Marley_Ring @Riley_Ring can any of you assist with this?
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25-05-2021 04:17:04
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