The same happend to me. The doorbell is defective. After extensive debugging on the phone, the agent agreed to send me another replacement and put me on hold while he wrote up the replacement. While on hold we were disconnected.
After a few minutes I received an email with some documentaiton about wiring the doorbell (that I had already seen) and a suggestion that I call back to get more assistance. No replacement doorbell!
I tried callng back, but the agent’s voice was to hard to hear. Our phone had no problems with any other calls so I can only assume this was Ring’s phone system.
I have been with ring for a long time and their product reliability and customer support has gone way down in quality. Since my original defective Doorbell is within it’s return window, I am returning it and buying an Eufy.