Unable to activate Doorbell 2 remotely

Hi there, I have a Ring Doorbell v2. It is working fine except when I am away from the house I have trouble waking it up (activating it). It can push motion and call notifications to my phone ok but I have trouble connecting live. When I am home on my wifi it works fine. It is close to the wifi router and has good signal. The wifi router is connected to another router by LAN cable and then to the cable modem. I suspect it is a port/permissions issue. Do I need to change the port settings on the routers and/or modem?

Hi @jezzasmith. It is very possible that you need to modify your ports and protocols. This Help Center article here can help you accomplish this. If this doesn’t seem to fix you concern, you can contact our support team for the next best steps.

Please give our support team a call at one of the numbers available here. We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 here to see how to contact support.

Tom, thanks for that. When putting the ports in to my router what server IP address do I use , I assume it is my gateway server IP address? Also what do I put in for Service Name, is that “Ring Socket Service” for each of the ports. I tried this but it didnt work.

Hey @jezzasmith. There are a few things to consider when configuring this. The type of router and your internet provider are all things to keep in mind. For this reason, it may be best to contact our support team. They will be able to look at your account and determine what adjustments need to be made.

Tom, I have done some work to identify the issue. My wife and I both have the same phone, a Samsung galaxy S71, we use different mobile network providers. Neither of us can access Live View using mobile data but we both can on wifi. I gave a friend access and he has an apple phone, he could access using mobile data no problem. It is looking like it is a phone issue from mobile data?

Sorry the phone are a Samsung Galaxy A71.

Tom, yesterday my one month free cloud recording expired so I had no recording. Live view started to work using mobile data for the first time. Today I paid for the 1 year subscription for recording. As soon as activated live view stopped working on mobile data and only works ok wifi again. This is very frustrating. Can you guys look in to this please as I think I have found some good information that might help you solve the issue.

Hi @jezzasmith, happy to chime in here. We appreciate you sharing your updates here as you’ve tried some different troubleshooting steps, but I’d recommend reaching out to our support team for further assistance with these concerns. You can give our support team a call at one of the numbers available here. We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 here to see how to contact support.

Hi Jezza, I suspect the problem lies with a form of content filtering on your mobile contract that classifies the Ring web address used for recordings as a restricted one. Some network operators like Vodafone automatically enrols you to content filtering by default, which you have to opt out of.

I had a similar issue with a different service which I eventually fixed by opting out of content filtering. Hope this helps & good luck.