We lost our Ring Video Doorbell last Saturday when we lost internet for a while. After rebooting the router everything came back except the Bell. We cannot seem to get it to re-connect however the bell push is very hot, we’ve just measured the temperature at 118F. This is a bit of a worrying. The transformer is at a normal temp, just the bell push. It’s in a covered porch, facing west and currently not in direct sunlight. Is this a fault? It’s only 7 months old.
Hey @352HCD. Thank you for bringing up this concern, but I recommend to immediately contact our support team whenever you have a chance. 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. 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. They can get this looked into further for you to ensure there is no damage done to your device or your system. Thank you neighbor, feel free to let us know how this goes!
Thanks Chelsea_Ring for the reply. I have a slight issue that the Doorbell is on our house in the US and I’m in the UK, and I’d love to just phone support in the US but as you say with long waits because of Covid-19 that’s going to make it hugly expensive. Then they’re likely to say try this or do that or send it to such and such, which is a real issue. Is there an email address I can us to support, because they’re going to need various details including probably to see my receipt from Novemeber 2019 when I purchased it and even the photo my property manager took of the temperature of the thing. I spent ages looking for an email address or better still an on-line chat option but have failed on both. Any suggestions?
@352HCD Thanks for getting back to me! Were you able to get in touch with support? We do have a UK number that you can call if you need to make sure you call locally for this. UK (and Europe) English phone support is available from 6AM-5PM CET, from Monday to Sunday, at [01727 26 3045.](tel:01727 26 3045)
In addition, as ** of June 14, English c**** hat support is also available 5AM - 9PM PDT if you want to try chatting into our team as well. **
My property manager over in the US was eventually able to talk to US support and they’ve dispatched a replacement. We just had to co-ordinate a bit as everytime he tried to talk to them they’d send a verification code to me and I’d have to forward it back to him, but eventualy er got there. So hopefully a new unit will come in the next few days and he can fix it and we’ll still be able to access the videos. It’s now more important than ever with us not being able to visit our house for what look like months.
@352HCD Good morning, and that is fantastic news to read! I hope things go smooth with the replacement device, and please feel free to update me of such here.