Hi Chelsea, sorry for the delay in replying.
A little update.
I spoke with customer service, i told them everything that i had worked through, the voltages im getting etc. They have sent me a new device just incase the device i had was faulty.
Anyway, i have removed the original Ring device. rewired my old door bell and the mechanical chime still works. Good! then tested the voltages again, still getting my 20VAC at the button.
I have installed the new Ring and same issue, does not control my mechanical chime.
So i am now stuck. i have been advised to buy a “Chime” but this defeats the object of researching if my doorbell is compatible and then it not work. not prepared to pay out more money when the system should be working.
Can anyone offer any guidence here? last resort is buy a new transformer but i really dont think i should be going down that route as all is good.
As for the wiring, its a brand new (3 year old) house, so wiring is fine.