Hi, @user_f66506. I hope you are doing well. I appreicate you reaching out regarding your issues with getting your Ring Doorbell connected. I understand your network is not detecting the Ring device. I have seen some customers run into hiccups getting their Ring device online at times, and it's generally related to network set-up. We typically recommend that you use the same network name and password for your 2.4 GHz, 5 GHz, and 6GHz (if applicable.) This creates what is called Band Steering. This helps devices connected seamlessly to the optimal band at any time while moving around in the home. You can read about the full details here https://www.xfinity.com/support/articles/benefits-same-wifi-network-password-name-xfi-gateway if you'd like some more information on that.
There may be equipment that require a dedicated 2.4 GHz or 5 GHz band at all times. That was the case for a Fitbit I got my wife a bit ago, and I've seen this be the case for some Ring Doorbells too. You would then need to separate the bands by associating different names/passwords for each like Homewifi2 and Homewifi5 for example. Please note this will affect any xFi Pods, if you have them, when bands are split. You won't be able to use them with this set-up. Did you check if your Ring instructions cover if it needed a specific band? Also, have you tried splitting your bands already? If not, it can be done on Xfinity App at any time. This link https://www.xfinity.com/support/articles/view-change-wifi-password will cover where in the app you can find your network name/password and where to rename them if needed. Let me know if this helps.
XfinityVianney
Official Employee
•
2.7K Messages
4 years ago
Hi, @user_f66506. I hope you are doing well. I appreicate you reaching out regarding your issues with getting your Ring Doorbell connected. I understand your network is not detecting the Ring device. I have seen some customers run into hiccups getting their Ring device online at times, and it's generally related to network set-up. We typically recommend that you use the same network name and password for your 2.4 GHz, 5 GHz, and 6GHz (if applicable.) This creates what is called Band Steering. This helps devices connected seamlessly to the optimal band at any time while moving around in the home. You can read about the full details here https://www.xfinity.com/support/articles/benefits-same-wifi-network-password-name-xfi-gateway if you'd like some more information on that.
There may be equipment that require a dedicated 2.4 GHz or 5 GHz band at all times. That was the case for a Fitbit I got my wife a bit ago, and I've seen this be the case for some Ring Doorbells too. You would then need to separate the bands by associating different names/passwords for each like Homewifi2 and Homewifi5 for example. Please note this will affect any xFi Pods, if you have them, when bands are split. You won't be able to use them with this set-up. Did you check if your Ring instructions cover if it needed a specific band? Also, have you tried splitting your bands already? If not, it can be done on Xfinity App at any time. This link https://www.xfinity.com/support/articles/view-change-wifi-password will cover where in the app you can find your network name/password and where to rename them if needed. Let me know if this helps.
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