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Notification delay and no live view

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New Neighbor

Notification delay and no live view

Let me start with the fact that I have my camera on a dedicated WiFi Network, on a gigabit internet connection. All other WiFi traffic is on a secondary router, which is wired to the modem. I have an RSSI value hovering in the green, around 30. Also, my phone has a stable 4-5 bar 4G LTE connection. And yes, I have re-installed and re-booted the cam, the app, the phone etc and have tried the other WiFi network. And yes, I keep having the blow problems with different cameras and on different phones.

 

Problem 1:

4 out of 5 times when I get a notification that someone is at my door and I click to view, the app is trying to connect, shows me the rotating circle and after 30 seconds or so, just tells me that the live view ended. The camera records what happened, I can watch it later, but the live view of a current event almost never works. It doesn't matter where I am. It also happens when my phone is connected to a fast WiFi or when I have 5 bars of 4G. This makes the whole idea of the product useless. All I have left is a fancy videorecorder and not a security device.

 

Problem 2:

With increasing frequency now, the notifications come minutes after the event. Sometimes I leave the house, get in the car and drive several blocks into the city before I get the notification. Or I come home from shopping and put all the groceries away and start cooking before the notification arrives. I know there can be delays of up to a few seconds, but 5+ minutes is unacceptable.

 

Again, it is very unlikely that either the connection of my cameras of of my phone is to blame. Even if the connections were slow, it couldn't explain delays of 5-10 minutes. It also couldn't explain that the same happens on different phones and from different cameras.

 

I do notice, however, that it gets worse over time. I am thinking that Ring is just not keeping up with the demand on their side. Their infrastructure is probably not able to handle the number of devices they sell. This is very frustrating for a paying customer. I know, you're cheaper than others, but if the very thing you advertise doesn't work, what do I pay for to begin with? If I don't even get notified before any burglar has already left my house and the country, you can't calling it a security system and charge a fee for it.

 

7 REPLIES 7
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New Neighbor

Re: Notification delay and no live view

Same thing happens to me!  I've virtually given up looking at notifications of live view....

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New Neighbor

Re: Notification delay and no live view

Same here. Have to say that I am pretty disappointed with Ring responsiveness compared to my Arlo cameras. Not even close.
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New Neighbor

Re: Notification delay and no live view

This is getting worse and worse. The other day I left for a walk and the notification of me leaving the house through the front door came 23 minutes (!!!!!) later. This is just plain useless.

 

I did something else to test this: My Ring system is connected to my Amazon Echo. I created a routine where Alexa will say "Someone's at your door" when there is activity. The thing is, Alexa always reports activity right away and she did when I left the house for my walk the other day.

 

This proves that the connection of the camera to the internet is just fine. It is Ring's infrastructure regarding the mobile app, that is awfully insufficient. And this is their main selling point and the theme of all their advertisement: to get alerted and being able to immediately see and talk to whoever comes up to your door. This is the promise for which I pay their service fee and I get nothing for it. Nada. In 23 minutes someone can break in, clean out everything valuable and burn the whole house down and I wouldn't know a thing about it. Very very disappointing.

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Community Manager

Re: Notification delay and no live view

Sorry to hear about this experience, neighbors. Video connection concerns or notification delays are often related to signal strength or network connection. Check out our Community post about RSSI to ensure your connection is optimal.

 

If your signal strength is optimal, wifi speeds are high, and there are no major interferences between the router and Cam, try removing and reinstalling the Ring app on your mobile device. Testing connections on wifi only, and cell data only, is a great way to see if one connection is better than another. Feel free to keep us updated on your results!



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New Neighbor

Re: Notification delay and no live view

Well, Marley_Ring Community Manager, you obviously didn't read the posts and just answered with a canned message based on keywords in the title. That matches my experience with Ring so far.

 

As I clearly showed in my last post, the connection of my camera to the network is not the problem. Amazon Alexa reports activity immediately, the app takes up to 20 minutes. If it were the camera's connection, how would Alexa know right away? Also, the camera is on a gigabit internet connection, the only device on a dedicated wifi network and the connection strength is high.

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Community Manager

Re: Notification delay and no live view

While an Alexa enabled device might connect quicker, please keep in mind that an Alexa device is likely located inside the home and is not streaming video. I recommend trying the steps mentioned in the previous post to obtain an optimal experience, or reaching out to our support team for more in-depth troubleshooting. 



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New Neighbor

Re: Notification delay and no live view

That is not an answer and has nothing to do with the notification issue.

 

If I come home from work then my phone is also located inside the home and just for the simple notification that someone is at my door it also doesn't stream video, does it? Yet, somehow my phone sometime doesn't alert me until I'm half done with dinner.

 

I tried the Ring recommended steps several times and it didn't change anything about my camera's great connection.

 

Ring wants us to pay for the service but the performance of the app is severely lacking and Ring support doesn't seem to be able to understand, let alone fix the problems but acts like its paying customers are all dolts. This is just ridicculous and condescending.

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