Visitor
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9 Messages
Ring Doorbell XB7 Router Incompatibility
My Ring doorbell worked on my Xfinity wifi for about 5 months. Then it stopped working (i.e., no camera view). I thought it might be a power issue, so I charged it for 24 hours--no luck. I worked with Ring support, who helped me try the doorbell on my Verizon wifi—it worked great. I tried to use the "working" Ring doorbell on the Xfinity wifi, but I had no luck. Xfinity split my wifi to a 5 and 2.4 GHz--still no luck. I tried to create a fixed IP address for the Ring doorbell--still no luck. Xfinity technical support keeps running diagnostics and tells me my wifi is OK. Ring technical support has proven to me that it is not the doorbell. This issue is discussed on closed forums on Xfinity Community, but there is never a resolution. Do I need to get a new modem and router and return the Xfinity router? Is that the only solution? Is there any way I can get help from the Advanced Department to get this resolved so I can keep my Xfinity modem/router? Thanks.
Accepted Solution
user_dr.h
Visitor
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9 Messages
3 years ago
After all the changes (i.e., reserved IP, DMZ, etc.), it turns out the router was going bad. Xfinity tech support cannot diagnose a router going bad, but the tech who visited diagnosed it in just a couple of minutes. He replaced the modem/router and ported over all the changes I had made. The doorbell then worked.
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CCSelena
Problem Solver
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892 Messages
3 years ago
Hello @user_dr.h [Edited username to remove PII]! Thank you so much for reaching out to us here for help regarding your issue. Thank you for confirming the steps you have taken to get your Ring connected to your internet. Since we would primarily only work with your modem only, we can attempt some troubleshooting steps if you would like. You can also visit https://comca.st/3ykW6HY to see if any additional steps listed helps you.
If you would like for us troubleshoot, please send us a DM for help.
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)
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user_bb801b
Contributor
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167 Messages
3 years ago
From the post gather this is a battery powered video doorbell? Secondly, the internet WIFI signal is sufficient strength (strong) to stream the video signal for end user viewing? If both are true, try other WIFI connected internet device in close proximity to the video doorbell and see if there is adequate WIFI signal to face time or other bandwidth intensive task. If using phone try airplane mode and see how it goes. The reading will not be accurate if the cellular data is assisting or turned on during this troubleshooting procedure.
That said, in my experience the only thing that keeps WIFI video devices from working glitch free and crystal clear 1080p image streaming is a strong signal. Ive even added WIFI router in close proximity to the video devices to ensure the signal is strong, even with other WIFI routers in the same network.
Try measuring the signal and using other device to see if the issue is specific to the video doorbell, WIFI signal or something else entirely, i.e. something in the way blocking the signal between video doorbell and WIFI router.
Just my .2 cents.
Thanks and good luck.
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EG
Expert
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110K Messages
3 years ago
Marked "Solved" topic now being closed to further commentary.
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