@Seriously Thanks for clearing that up! @Bobsrbfj Thank you for describing your experience as well. 
For both of you neighbors, if you could, please give our support team a call directly on your concern. They can diagnose your system further with your specific devices to see what could be causing the concern you are running into. Feel free to come back to this thread to discuss what happened and what was done to resolve your concern!
For contacting support, 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.