Video doorbell not recognizing internet

"Changed ISP and now ring video doorbell at the front door will not reset. Have tried numerous times but keep getting, “cannot connect to the internet” “move router closer”. I also have a ring at my garage door (battery) which set up fine and is further away from the router. Any suggestions. "

Hi @KenJ. Since you changed your ISP, you’ll have a new network name and wifi password so you’ll need to change the wifi connection on your Doorbell. To do so, navigate to the Device Health page and select the Reconnect to Wi-Fi option. This will walk you through the setup process essentially, and when it asks about connecting to wifi, make sure to say “No” if it asks to use the same network in a previous setup. You should then be able to select your new wifi network and enter in the associated password. I hope that helps! :slight_smile:

I have actually tried this already. During the setup walkthrough, it looks like it is going to connect but at the end it states ‘not connected to the internet’. There is the mystery since the one at the garage door setup with no problem and it is further away from the router. I checked the speed and it is plenty sufficient. I’ve tried all I know to try on this one. Thanks for your help.

I also tried deleting and reinstalling (don’t know if that was a good idea or not) but when I got to the part about entering a five digit pin code I was stuck because I did not find one where the instructions suggested.

@KenJ Thanks for letting me know what else you’ve tired so far. Since it is still not setting up appropriately, I would recommend reaching out to our support team for further follow up and troubleshooting help. 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. :slight_smile:

I cannot find the Device Health page in my APP on my phone. Where is it?

Hi @PocketGopher. You can follow the steps below to access the Device Health page for a particular device as long as you’re the owner of the device.

  • Open the Ring App.

  • Tap the 3 lines in the top left to open the Main Menu.

  • Tap Devices and tap on the Ring Doorbell or Camera you want to look at.

  • Tap the Device Health tile.

I hope these steps help! :slight_smile: