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Ring Pro stopped connecting

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Neighbor II

Re: Ring Pro stopped connecting

The power kit has nothing to do with internet providers. It only helps power the Ring Pro.
I'm guessing you had the original power kit. But now they have a newer model. So your old kit died and they're giving you a free newer kit. They new kit is easier to install as well. Turn off power, access your doorbell ( can't be too high on a wall) loosen 2 screws and then attach. Tighten 2 screws and put cover on. Turn on power and you're done.
If it's true that you have one arm and or scared of doing it. You're going to have to have someone replace the unit just like when you had it installed. Things do break but you didn't get a free installation when your purchased it, so you won't get free installation now.
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Re: Ring Pro stopped connecting

I agree that one has nothing to do with the other; that was my point! The tech said that there was a firmware update to the system and that the old kit would no longer work so I must have the new one. THAT is what angers me. He said he could see if he could roll back the firmware update so the old kit would continue to work but couldn’t confirm that the firmware update wouldn’t be pushed again. I paid an electrician the first time and it was working until the firmware update was pushed so now I am forced to pay again. This is unacceptable.
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Neighbor II

Re: Ring Pro stopped connecting


@Ringcustomersinceday1 wrote:
I agree that one has nothing to do with the other; that was my point! The tech said that there was a firmware update to the system and that the old kit would no longer work so I must have the new one. THAT is what angers me. He said he could see if he could roll back the firmware update so the old kit would continue to work but couldn’t confirm that the firmware update wouldn’t be pushed again. I paid an electrician the first time and it was working until the firmware update was pushed so now I am forced to pay again. This is unacceptable.

I don't know why they said anything about a firmware update involving the Ring power kit since there is no firmware to update. But there was a firmware update to doorbells it seems recently. Maybe he thought that caused your doorbell to stop working. Then I could understand trying to roll it back or reinstall the firmware since he could do this on his end. I think he then determined it was not the firmware so the next step would be to check the power.

 

I've been seeing all the posts here since I found this community a few months ago. I have not seen any posts or threads about damaged power kits with the firmware update. There are reports of the sensitivity being much more frequent though since the update.

 

Ring personnel should be back on here Monday. Maybe they might have some helpful information that I don't have. I hope everything works out for you though.

 

And I do understand your frustration. Tech gets me mad quite often when it just stops working. There ends up being a lot of work sometimes to get it running again.

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Re: Ring Pro stopped connecting

Apologies for not being clearer. This is a synopsis of the call:

Me: my doorbell pro stopped connecting to WiFi and I am unable to reconnect it. There are no lights when I hit the reset button.
Tech: ah. I am pretty sure I know what it is. I am going to send you an email and I want you to send me a picture of the box that makes the ding-dong noise (I am not kidding. This is what he said, as if I’m an idiot)
Me: I have taken the cover off and have taken the picture and sent it
Tech: is it grey and orange?
Me: yes
Tech: there was a firmware update and that is the old power kit. It will no longer work. I will send you a new one.
And so on.....

There was no determination that my ring doorbell was broken or that my power was broken or that anything else was broken. He ONLY said it was the firmware update and that it would no longer work because of the update. He did NOT rollback the update because he could not confirm that it would not be updated again.
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Neighbor II

Re: Ring Pro stopped connecting

Wow, that was odd. If that was the case many would be here receiving the same answer. I'm sure there are lots of people still using the old kit and they come here to vent. So based on that information, I too would be upset. It's him saying we broke it and you have to fix it. But I do think he is wrong to have stated that. I would recommend you wait for the Ring people on her to come back tomorrow. Let them look into this. Thanks for explaining it in detail. 

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New Neighbor

Re: Ring Pro stopped connecting

I have read all the replies, mine was working great since I set it up then stopped working for a week then after troubleshooting myself and getting frustrated is started working out of the blue, now its been 10 days and nothing I do , utilizing every suggestion on the community and ring. Is Tech support the best bet?

 

what is strange is I also have the motion detector light and camera and have NEVER had any issues.

 

 

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New Neighbor

Re: Ring Pro stopped connecting

I am having the same issue. 

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New Neighbor

Re: Ring Pro stopped connecting

Hi,

I called Ring support about my issue and they sent me a new Ring Pro as it appeared mine had an issue.  I have to tell you I was impressed by the customer service and learned some new "tricks" if this ever happens again. But they were great in sending me a new one and it connected right away. Give Ring Support a call.

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New Neighbor

Re: Ring Pro stopped connecting

Hello, I am having the same issues. Tested everything you have mentioned and even went as far as the remove device and restart set up. This was previously working fine.

It will not see its own network anymore to reset this up.
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New Neighbor

Re: Ring Pro stopped connecting

My ring has stopped working after a year of service and I spent the whole day going through all the checks and balances to get it back running again and nothing is working.  After reading all responses on here I will call the tech support and I hope this works otherwise I will cancel my subscription and go somewhere else for my services.