Same problem here! Worked fine for about a year and have had this problem for the last 3 weeks… Was there a firmware update 3 weeks ago!? The bell rings outside but no alert on my phone or chime, missed a few deliveries. However when I go outside to test it, it works again. Signal strength and everything else looks good.
I do have the very same issue with the doorbell pro 2.
power supply is shown as “level 1”.
a wifi repeater is behind the entrance door - signal strength says RSSI-54 (green color).
when i check the motion video I can see that the visitor indeed presses the ring-button on the camera and it also makes the sound. however neither the chime nor the phone app (iOS) notifys me about somebody ringing.
sometimes it works normally, most of the time it does not work.
this really needs to be fixed.
This problem has now been unresolved for months, if not longer, and yet Ring has not even provided any kind of expected solution or a timeline.
My doorbell is now operating without ANY motion detection, just so that I can be sure that when someone rings the doorbell, at least I will hear the chime at home.
At the least I think we should expect some form of compensation for the inadequacies of Ring as a company with this faulty product. Also extremely unprofessional of Ring to just mark the other thread as solved with a post by a Ring representative that they are aware of the problem… I’m sorry to tell you that this can not be qualified as a “solution”…
I disabled motion detection but still most of the time it is not ringing
Same problem with my Doorbell Pro. Since about 8 weeks, - sometimes - the internal chimes do not ring, when the Doorbell button is pressed. Sometimes, Alexa and iOS devices are being notified, sometimes not.
When I go to the Doorbell Pro and press the button, about 7 out of 10 times the internal Chimes, Alexa and the iOS devices ring, about 1 out of 10 times no devices are notified, and about 2 out of 10 times only this iOS devices and Alexa Devices are notified without the Chimes ringing.
I have the Doorbell since November 2019, and this problem just started to show up about 8 weeks ago. I have not changed anything on my Doorbell and Ring hardware setup, I still have the same network hardware, etc.
I am shocked that this has been going on for more than a year now overall.
This needs to fixed, dear Ring team. Please alert your engineers, to look into this.
Hi neighbors. For this concern, you’ll need to reach out to our support team. You can contact them by phone or private message on Facebook @Ring. Please give our support team a call at one of the numbers available here. If you are outside of the US, please visit here to see how to contact support. I’ll be marking this post as a solution, so other neighbors experiencing this concern will know to contact support for a resolution.
Hi Neighbors. As mentioned in the thread that @redundancy has shared, this concern needs to be addressed by our support team. Here in the Community, we can only offer basic troubleshooting steps. Please, reach out to our support team by sending us a private message via Facebook @Ring or Please give our support team a call at one of the numbers available here. If you are outside of the US, please visit here to see how to contact support. Again, I’ll be marking this post as a solution so that other neighbors with this concern can easily see that they’ll need to contact our support team for this concern.
Have exactly the same problem. The most unreliable wifi device I have used.
I called Ring and after spend a painful 60 mins resetting everything, I was eventually told the following which is shocking:
“there is a problem with your mobile provider sending notifications. If notifications arent working properly on your mobile, it will stop all notifications across all the home devices such as amazon echo. Contact your mobile provider”.
Well I can tell you that there is a simple way to check if the problem is on your side or on Ring’s side. Go into your Ring app and turn off Motion Detection and Motion Alerts. So basically just turn your Ring video doorbell into a good old fashion doorbell. If after that you consistently have a working doorbell with alerts always reaching you on the Chimes, your Echo and your phone, then you know it most definitely is NOT a problem on your side but on the side of Ring…
Sorry but I am with @redundancy in saying that this thread is not solved.
I accept that it may be an issue that the Technical Team need to address.
Once they have addressed the issue and told people how to fix the doorbell so it works as intended then the Community team can post the ‘technical solution’ and then mark it as solved.
I just read this whole thread to find the resolution which is basically to contact the technical team (which many people included me have already done).
IT IS relevant to the Ring Community that this issue is still ongoing. Please SOLVE it before posting SOLVED and perhaps the technical team and the community team need to wok closer together.
Hi @RegH. I understand this may not be the solution to the root cause of this concern. At this time, the best course of action is to create a support ticket with our support team so they can begin to diagnose this problem. The best way to do this is to direct neighbors in this thread and others like it to contact our support team.
Thank you for your understanding and patience while we work on this concern.
I get the motion alerts - no issue there. If there was a problem with my mobile network, then I wouldn’t get the motion alerts.
After arguing with the tech team I was eventually put through to the ‘specialist team’ who said its most likely to be a problem with my ring doorbell and are sending out a new one. I did tell them this is a common problem and pointed them to this community but they didn’t seem bothered and said they cant see any issue with the firmware… will install the new doorbell and see but not hoping for much.
I did get a new Pro 2 last year already for the same problem, this didn’t solve the problem.
It seems that Ring doesn’t have any clue how to solve this
Ring reached out to me over Facebook as a reply to my message that I have this problem. Answer was that the engineering team is working on it.
This may not be the perfect result for me as a customer, because I want to have a 100% functioning door bell “now”, but I am actually relieved (happy?) that they admit it is a software problem and that they are working on it.
I do hope that the solution will be available soon.
In the last days/weeks I have been in contact with the Ring support again (incl. callback by a manager, because I asked for it after I was not understood by the 1st level again), have given bad ratings in a few satisfaction surveys etc… yesterday I got the following email:
“We recently completed an update to our systems that should resolve the issue of your Chime not playing a tone when your doorbell button is pressed. If you keep experiencing this issue, please respond to this email and let us know. Thanks for your patience while we got this fixed for you.”
I have now activated the motion detection again and observe whether finally everything remains stable. So maybe others of you who had this problem can now test again.
They have done update now seems tobe working …
Wil keep tryinf daily… because when its too quiet… semms like it doesnt work…
Hey neighbors, I wanted to share an update that our team pushed a back end fix that should resolve this concern. If you’re still experiencing issues with the Chime not playing an alert when someone rings your Doorbell, or you have a different concern with your Chime, please follow up with our support team. This is the best way to get any necessary troubleshooting information to the right teams so they can look into any lingering issues.
Why can’nt you tell us about the fix instead of all of us calling support?
I had this problem once again since I reactivated motion detection on March 23: when two visitors rang my Ring Video Doorbell Pro 2 within one or two minutes, the first visitor triggered my Ring Chime 2, the second not - anyone else still having this old issue from time to time?
After they pushed the fix I have not yet noticed any problems with the alerts on the Chime or my phone when someone presses the button.
Unless of course we missed it and didn’t realise it, but then we should still have received the motion alert…