Wont connect to wifi during set up

I have just purchased the Ring Video Doorbell (2nd Generation) and cant connect it to my Dual Band WIFI Modem.

  • I am in range of the modem.
  • it is fully charged.
  • I’m entering the correct username and password.
  • I have changed out doorbell to ensure that its not the actual doorbell being faulty.
  • I have attempted to call ring support and stayed on hold for over an hour with no contact at all.
  • I have attempted set up with a different phone.
  • I have deleted and re downloaded the phone app.
  • i have spoken to my internet provider and they have advised that its a RING issue not my modem.

Hi @blake96. For this concern, you’ll need to make a dedicated 2.4GHz network for your device to connect to. If your modem has automatic switching, it will not be able to connect to it. If you are unsure how to do this, I suggest reaching out to your ISP. As a test, you can always connect your doorbell to a WiFi hotspot to determine if this issue is in your network or with your device. Let me know if this helps.