Unable to access ring/blocked IP address
Hi, I recently purchased the Ring Video Doorbell gen 2 and have had numerous problems with the device. I now cannot access the ring app, my ring account or the ring website when using my home WiFi. The only way I can access the ring products is by using mobile data or if I use my WiFi via a VPN. My doorbell is no longer communicating with my WiFi. It appears ring is somehow blocking my IP address so the only way I can access the ring app or website is by using a VPN. However if I use a VPN the camera on the doorbell will not work. I see on the ring community that this appears to be a common problem but I cannot see a fix. I have reset my router, even tried a new router, removed and reinstalled the app and reset all my devices but nothing works. I can only assume my IP address is blocked. Thankyou for any help or advice.
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07-09-2020 10:03:53
Responses (1)
- B
Once again thanks for the quick reply. I'll give my service provider a call in the morning to check as you suggested. I am in the UK and the number I have called was 01727 263045. Unfortunately for me this is a national call for which I am charged for calling. It would be great if ring had a freephone number to call. Many thanks
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08-09-2020 05:44:41
CHi. Could you please tell me how/if you resolved the issue? I am having the exact same problem. I rebooted my router and now can only access Ring if I turn on my VPN.
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11-10-2020 04:53:43
RClaude, I had this problem yesterday it is the first time I have ever ran into it. I called customer support and the first three people I talked to were not much help. They ended up escalating the issue and about 3 hours later I received a call from a customer support tech. He was able to explain the issue and resolve it. Basically what happened was my isp provider changed my ip address sometime in the morning. It turns out that the address they gave me was on a list of addresses ring has blocked by Ring previously due to suspicious activity. Thus when my ip address got switched to it Ring blocked it. Long story short apparently your ip address can change randomly and if it changes to an address on Ring's list it gets blocked. They were able to get it cleared up in about 20 minutes. It appears this happens fairly often.
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11-10-2020 07:51:18
CRuss thanks so much for your reply. I will call them and explain. I appreciate the explanation as I’m sure it will speed up the process when I get someone on the phone from Ring.
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11-10-2020 10:10:00
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Caitlyn_Ring
Hi @Blighty40. Would you be able to share a screenshot of what error message you receive when you attempt to access the Ring App and the Ring website while connected to your wifi network? Have you had any router updates or settings changes recently? I'd be happy to take a look at this once I have more information.
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07-09-2020 05:19:44
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