manjuhosur's profile

Regular Visitor

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8 Messages

Wed, Jul 28, 2021 3:53 AM

ring doorbell live view

Hi

Recently my internet service was upgraded and I started using the latest highspeed modem from Xfinity. Everything works fine except that the ring door bell's live feature is not working. I spent 3 hours with Ring and around 30 mins with xfinity support. Ring team says its Xfinity is the issue as the live streaming is blocked and xfinity says they dont block anymore.

In an earlier thread here, they say that their problem was resolved once they changed the ring bell to use a static IP address. Unfortunately its not wokring for me.

Thanks

Manjunath.

This post was escalated on July 29, 2021 by EG

Responses

EG

Expert

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89.1K Messages

2 m ago

The two WiFi bands have recently been combined into one with the Comcast gateway devices. Some devices get confused and don't know how to see / talk to combined bands.


If you are not using any Xfi Pods, you can try separating the 2.4 and the 5.0 bands and give them two different broadcast names / SSID's;


https://www.xfinity.com/support/articles/change-wifi-mode-admin-tool-xfinity-xfi 

https://www.xfinity.com/support/articles/issues-connecting-devices-wifi-network?linkId=123534437 


Associate the Ring with the 2.4 or the 5.0 (whichever one works) band's SSID (broadcast name) and password.

(edited)

Regular Visitor

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8 Messages

@EG Thanks for the response but this option didnt work. Moreover Xfinity has disabled the editing of these channel selection. So I tried by disabling one of them and tried but still it didnot work.

Regular Visitor

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8 Messages

2 m ago

Hi Team, any other inputs...

@Xfinity Support  ???

Official Employee

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192 Messages

@EG Thank you! Were happy to take a look at any settings (edit: formatting) and weigh in for additional support. We appreicate you doing so much for the leg work ahead of time 😊.

@manjuhosur Thank you for all your efforts and troubleshooting with our Xfintiy Experts. We appreciate you bringing this concern to our attention on our Community platform so we can work together to allow your Ring to Live Stream. I found some additional information on Ring Cameras specifically that I wanted to post that here but I will also post steps to contact us in a Peer to Peer message so we can access your account in case you have trouble with the following steps:

{ Removing and replacing the battery may resolve the issue. Setting a static/reserved IP for the doorbell may also keep the issue from reoccurring. To do this, follow the steps below:

Make sure the doorbell is connected to the home WiFi network.

From a computer or device connected to the Gateway, open an Internet browser and access the Admin Tool at https://comca.st/3BSgaCP.

Once logged in, select Connected Devices.

Select EDIT next to the doorbell in the device list.*

Select the Reserved IP radio button, then select SAVE.


*If the device is not connected to the home WiFi network, it will not appear in the Connected Devices list. In this case, follow the below steps from the Connected Devices screen.

Select ADD DEVICE WITH RESERVED IP.

Enter the MAC address of the doorbell in the MAC Address field.

Enter the IP address to be reserved for the doorbell (it should be in the range of the DHCP subnet, 10.0.0.2 to 10.0.0.253) in the Reserved IP Address field.

Select SAVE. The IP address will get configured the next time the doorbell connects to the home WiFi network.}

 

If the settings are still restricted, please send us a Peer to Peer by following below:

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Regular Visitor

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8 Messages

Thanks for the response, I was on vacation hence it took a while to respond.

Please note that I have already tried assigning reserved IP address and it didnt work. I have reached out to Xfinity support through direct messaging option as mentioned in your post and waiting for response on the same.

EG

Expert

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89.1K Messages

2 m ago

Are those settings disabled in the Xfi app, the my xfi website, and the gateway device's admin tool too ?

Regular Visitor

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8 Messages

@EG Yes thats correct. Even the article that you shared mentions the Xfinity might disable the options and manage automatically rather than allowing customers to do it.

EG

Expert

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89.1K Messages

O/k perhaps an official employee here may be able to change those settings for you remotely from their end.

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. You should get a reply here in your topic. Good luck with it !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

Regular Visitor

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8 Messages

Thanks, I was out on vacation and didnt get a chance to check this. Hopefully Xfinity will be able to help me on this.

EG

Expert

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89.1K Messages

@manjuhosur

Did you try those instructions that @XfinityDevinC gave you 6 days ago ? 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

Visitor

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2 Messages

1 m ago

I’m having the same issue 

Visitor

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2 Messages

1 m ago

I’m having the same issues.  Was on the phone with ring for 3 hours. They are saying the Xfi routers are the issue.  Being as thimoigh it’s worked before the upgrade and not after but when I plugged my old apple router in, It worked fine again , it’s obvious the XFI routers the issue.  

EG

Expert

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89.1K Messages

@user_04ad1a

Please create a new topic of your own here on this board detailing your issue. Please do not hijack someone else's help thread in progress. Thank you.
 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

Regular Visitor

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8 Messages

1 m ago

i am still waiting on @Xfinity Support to provide any real support. This is such a pain that being a loyal customer for last 8 years and using their equipment all these years, you are still treated like this :(

Visitor

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1 Message

@manjuhosur any resolution?

Visitor

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1 Message

Same issue.  If someone approaches the front door, all seems well.  If I attempt a live view, it does not work.  I tried the static IP as well...no luck.

Official Employee

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161 Messages

Hi @user_a768db

Thank you for letting us know what you have already tried. I'm disappointed to hear it did not solve the issue. Please feel free to send me a Peer to Peer message so that I can review our next troubleshooting steps. 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
EG

Expert

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89.1K Messages

4 d ago

@user_a768db 

Please create a new topic of your own here on this board detailing your issue. Thanks.

Visitor

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1 Message

2 d ago

I'm having the same issues. I tested with a Verizon hotspot with a much lower upload and download speed and it is instant. This is for Zumimall doorbell so it seems they are doing something to the upload.

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