topic Re: Ring security cameras in Archived Posts

Ring security cameras

sarahbanks1989 — Tue, 01 Sep 2020 19:46:50 GMT

I've recently bought 2 ring security cameras set them up on WiFi they work fine but when I try and use live view on 4g it doesn't work at all spoke to ring and they said its my network provider does anyone else have this issue ?? Thanks Sarah 😊

Re: Ring security cameras

James_B — Wed, 02 Sep 2020 07:34:46 GMT

Hi @sarahbanks1989,

Welcome to the EE Community. 🙂

Did Ring support say what the network issue was?

Thanks

James

Re: Ring security cameras

sarahbanks1989 — Wed, 02 Sep 2020 11:58:58 GMT

They just said as they work on WiFi fine and u can view the cameras after
motion has been picked up it's just live view that's not working on 4g both
on mine and my husband's phones it also doesn't work if I connect to my
husband's hot spot they just said it's a network problem

Re: Ring security cameras

James_B — Wed, 02 Sep 2020 12:13:24 GMT

Hi @sarahbanks1989,

Are you able to access all of your other online services over mobile data?

Have you allowed the Ring app to use mobile data in your settings?

Thanks

James

Re: Ring security cameras

sarahbanks1989 — Wed, 02 Sep 2020 13:04:58 GMT

I don't have any other devices that use my 4g etc im able to use my 4g on
my phone for social media etc. Does that make sense?

Re: Ring security cameras

James_B — Wed, 02 Sep 2020 13:15:08 GMT

Yes, @sarahbanks1989, that confirms your mobile data is working as it should.

Do you see a particular error message when using the Ring app over mobile data?

James

Re: Ring security cameras

sarahbanks1989 — Wed, 02 Sep 2020 13:22:58 GMT

Just says activating device and the camera lights up but won't show on our
phones

Re: Ring security cameras

James_B — Wed, 02 Sep 2020 13:25:47 GMT

Hi @sarahbanks1989,

It sounds like you are successfully connecting to the camera over 4G, but something is going wrong with the video stream.

I'd recommend getting back in touch with Ring Support so they can take another look at this issue for you.

Thanks

James

Re: Ring security cameras

Karl21 — Sun, 20 Dec 2020 01:41:20 GMT

I know this is an old post, but did you get this issue fixed?

I have a pixel 3a my ring door bell works as it should on WiFi. However when I try accessing live view using 4g it's not working.

I spoke to Ring and they are certain it's a problem with my network.

EE have given me a new SIM card, I have even had a new door bell.

Strange thing is, my wife who is on BT mobile can access camera live view fine when she connects using 4g.

Thanks

Re: Ring security cameras

sarahbanks1989 — Sun, 20 Dec 2020 08:09:47 GMT

Morning

No I didn't get it solved just got past from pillow to post so left it but
my friends in Vodafone and there's work, so I thought it was network issue
but my hubby got a new phone last week he got the Google pixel 4 and it
works fine now but I'm still on the pixel 3a like you and it doesn't work
so it must be an actual software issue on the phone. If u manage to solve
it on Ur 3a please let me know

Thank Sarah 😊

Re: Ring security cameras

Sara73 — Mon, 21 Dec 2020 15:13:10 GMT

Hi, just wondering if you got a resolution for this, as mine doing exactly the same. Got ring doorbell and 2 cams, can view fine on wifi but as soon as I switch to 4g, just says cannot connect! Rang Ring, they said the same, must be EE. I'm on a Google pixel 3a XL. Husband is on a Samsung S10 with EE and his works fine. Can leave home and access on my dad's WiFi no problem, so it's definitely a mobile network problem. Been up and down the internet and changed all types of settings in my phone and nothing works. Gutted. Would love to find out if anyone else has managed to resolve this.

Re: Ring security cameras

sarahbanks1989 — Mon, 21 Dec 2020 15:16:47 GMT

I'm on a Google pixel 3a and it doesn't work apart from wifi my hubby just
got the Google pixel 4a and it works fine so I'm presuming it's a software
problem on the Google pixel 3a x

Re: Ring security cameras

Naz110 — Wed, 28 Apr 2021 22:08:44 GMT

Hey Sarah did you manage to sort this out as I am having the same issue , I did a sim swap but still no look, when on WiFi it's perfect , ring say contact EE , but my wife and dad are both on vodafone and theirbhave no issue what so ever , am sure this is some thing to do with EE not anything else , ring have said if their work over WiFi and vodafone I should look to change network but I am just 3 month I'm to a 24 month contract , before I thought it was just me but seems like a lot of people are having the same issue

Re: Ring security cameras

Sara73 — Wed, 28 Apr 2021 23:02:11 GMT

Hi, I never managed to get it sorted. But, I got the pixel 4a about 2 weeks ago, and it works perfectly fine. I read somewhere it was an issue with the pixel 3a XL specifically, and this seems to be the case, as on the new phone it works just fine on mobile data and on WiFi. I was lucky I was as the end of my contract so was due an upgrade, still in EE so it's not them, it was def the pixel 3a XL model. Hope this helps, Sarah

Re: Ring security cameras

Naz110 — Thu, 29 Apr 2021 00:48:02 GMT

Nice one for that Sarah , I will try doing a software update and see if that does anything, I have the ultra s21 but their work fine on my wife's and dad's but theirs is vodafone so abit gutted , prefer staying with EE , just hope I can sort this out

Re: Ring security cameras

krt_uk — Mon, 12 Jul 2021 20:10:48 GMT

The same here.

I started to randomly not be able to see Live View and motions.

Ring support not only said the problem is in EE network but they did prove it to me.

They asked to connect the Ring doorbell to my hotspot with a Three simcard, it worked beautifully all the time. It was much quicker to load the images as well.

Re: Ring security cameras

krt_uk — Mon, 12 Jul 2021 20:14:25 GMT

A time ago EE had an issue with Tado, after so many back and forwards and one blamming each other, turns up that the problem was in EE, not Tado. EE have it fixed already.

Re: Ring security cameras

Tintin124 — Wed, 28 Jul 2021 10:15:20 GMT

EE can you get this sorted definitely issue in your network.

I'm connected 5g and wife 4g on O2 and her phone loads up no problem at all.

Please get it fixed.

Re: Ring security cameras

James_B — Wed, 28 Jul 2021 11:32:43 GMT

Hi @Tintin124,

Welcome to the EE Community. 🙂

Have you contacted Ring support to see if they can identify the problem?

James

Re: Ring security cameras

Karl21 — Wed, 28 Jul 2021 11:33:30 GMT

Just an update, i broke my pixel 3a. I replaced it with a Nokia 3.4 and ring camera works as expected.