Ring doorbell and T-mobile home internet

  • 4 February 2023
  • 17 replies
  • 6976 views
K
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Hi everyone. I wanted to share an issue present with Ring video doorbells and T-mobile home internet. I had a ring doorbell 3 that was constantly trying to update and failing, so much that ring sent me a new doorbell 4 free of charge; however, the new one had the same issue, unable to complete a firmware update. The doorbell connected to wifi, recorded events, but would not send notifications and had a severely delayed response when activated by a visitor. I tried setting up different networks on my T-Mobile router, both 2g and 5g, used a WAP thinking maybe incompatibility with 802.11ax; however, nothing fixed the issue. I also tried the hotspot on my T-Mobile phone and that didn’t work. Of note, all other Ring cameras in my home work perfectly with the T-Mobile internet, only the doorbell has issues. After speaking to Ring support it was identified that the issue was with my ISP (T-mobile). It appeared to the ring team that the ISP was somehow blocking the update. One option to correct the issue was to connect the doorbell to another ISP and try to update. I just did that at my family’s house with AT&T internet, everything updated on the new doorbell 4, and my old doorbell 3, and all functions including notifications are working properly. I’ll be taking the doorbells home and reconnecting to the T-mobile home wifi now that the firmware updates are complete and hopefully I won’t have any issues moving forward. 
I wanted to put this out there for the T-mobile home internet engineers as this is most likely an internal issue that they will need to look into. I’m hoping these doorbells do not require frequent updates as I’m assuming the problem would then persist. 

Writergirl 9 months ago

Okay FINALLY got someone at Tmobile who knew what was happening. He had me create a second channel on the 2.4 instead of the 5G and then log into that with my phone and then put the RING on that. It didn’t work at first so he sent a ticket up to a higher level of tech support because it was stopping at 95% and told me to check again today and try again so I did and it’s now working fine. 🙂 YAY!! This all said, he was the only one who knew because he also has a RING doorbell. 

 

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K
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Update: at home I was able to connect to the T-mobile home wifi. When the doorbell button is activated it notifies my phone immediately; however, motion alerts still do not activate a notification. I noticed the app says “snapshot updating” so I turned off that function. Snapshot is still trying to update and I am not receiving motion notifications 

gramps28
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I have a Ring doorbell hooked up through Cox and it misses motion all the time and it got to a point I just put another Ring camera in the doorway.

H

Hi Kev I thought you were writing my story. Mine just happen last week. 

My ring door bell 3 tried to update every live view. Contacted Ring support, they sent me another one. The same problem still existed.
Ring support said Tmobile blocks certain things. 
I called T mobile, was told there were no restriction on my account (Tmobile Home Internet).
Tmobile just told me that the device is not compatible with their internet, which doesn't make any sense.

I took the door bell to another house with different ISP, it resolved the issue. 
I was going to change my other house to T mobile ISP, but now I change my mind because I uses many ring devices. 

I will get rid of this Tmobile Home Internet if the issue is not fixed and present in the future. 

P
Userlevel 3
Badge +2

Hi Kev I thought you were writing my story. Mine just happen last week. 

My ring door bell 3 tried to update every live view. Contacted Ring support, they sent me another one. The same problem still existed.
Ring support said Tmobile blocks certain things. 
I called T mobile, was told there were no restriction on my account (Tmobile Home Internet).
Tmobile just told me that the device is not compatible with their internet, which doesn't make any sense.

I took the door bell to another house with different ISP, it resolved the issue. 
I was going to change my other house to T mobile ISP, but now I change my mind because I uses many ring devices. 

I will get rid of this Tmobile Home Internet if the issue is not fixed and present in the future. 

 

What Gateway are you using?  MyQ works fine but I had problems with my EV charger with Sagecom (the one that TMO bricked with recent firmware update).  I switched to the newer Arcaydia gateway and it works fine for all my devices.  The only drawback is that the Sagecom normally gives me 200-500mbps while the Arcaydia normally gives me 50-150mbps and I had to move it to a different corner of the house to get 5G.

H

I use Sagemcom Fast 5688W Gateway

R

Thank you Kev. Same thing here.  I also received a replacement doorbell camera and it keeps trying to update. I'll take it to another location to try to update it. In the meantime, hopefully Ring and T-Mobile will get together soon and fix the problem. Also, I do not recall this happening when I first got T-Mobile last year.

T

Have the same issue. Turns out a whole swath of tmobile home internet users have trouble with Ring products. This has been known for months, not sure why they can’t put in a bug fix..

H

I bought my first Ring doorbell this week, and I having this exact issue. My gateway is KVD21, almost a year old. Is there any update?

T

God forbid T-mobile read this thread.. and then get this, forwarded this to their tech department..To go even further, put in a fix with their next firmware update!! God forbid..

H

I bought my first Ring doorbell this week, and I having this exact issue. My gateway is KVD21, almost a year old. Is there any update?

I think the issue is on T-Mobile backbone network or the edge to internet; not the gateway sitting at my home. I used hot spot on my phone to bypass the home gateway, and still had the same issue. The Ring kept going to Update mode after each event. My cell plan is with T-Mobile! I went to our local grocery store, and had my phone and the Ring doorbell on their network, did a full cycle initialization and update; and I no longer saw update attempts afterwards. I am back at home now, and all is running on T-Mobile home gateway.

W

Just got tmobile internet and can’t get our RING to connect for anything. We have tried everything. Called tmobile and they were basically like “not our problem” 

Att went out multiple times a day so we don’t know what to do 

W

This is completely stupid and CS is a joke, I’ve been on hold on three different phones for over two hours and they just told me to return the internet that tmobile doesn’t do ring 

 

W

I’ve literally tried for over 5 hours to  connect this. I guess we either can’t have internet with Tmobile or we can’t have security. Tmobile claim there is no issue. The CS rep literally was reading these posts while telling me it’s me…. sigh. I’m so over this. 

W

Okay FINALLY got someone at Tmobile who knew what was happening. He had me create a second channel on the 2.4 instead of the 5G and then log into that with my phone and then put the RING on that. It didn’t work at first so he sent a ticket up to a higher level of tech support because it was stopping at 95% and told me to check again today and try again so I did and it’s now working fine. :) YAY!! This all said, he was the only one who knew because he also has a RING doorbell. 

 

T

I've wasted at least 40 hours attempting to get Ring & my older Canon printer to work with my Tmobile gateway.  Seriously considering dropping my subscription.  Come on Tmobile, get your act togeather.

N
Userlevel 5
Badge +7

For anyone trying to connect a printer, Ring, old computer, or almost anything else -- here are generic instructions.

Some devices cannot see or connect to the gateway’s default network.  You want to leave this network alone and ADD a second network with the + sign at the bottom of the Network tab in the T-Mobile Internet app.  For this new network, set the band to 2.4 GHz and set the WPA version to WPA/WPA2.  Try connecting your device to this second network.  Use the default network for your other devices, as much as possible.

Here are the T-Mobile support instructions for how to add the second network with the app.

Android  How to create additional Wi-Fi networks | T-Mobile Internet app | Android | T-Mobile Support

iOS  How to create additional Wi-Fi networks | T-Mobile Internet app | iOS | T-Mobile Support

B

Just spent an hour on the phone with tmobile and ring customer service finally got the ring door bell working on our new Tmobile wireless internet.

We had already up the second 2.4 ghz gateway multiple times  but the ring app could not detect  the network.  Tried entering a "hidden network" manually,  it would always get stuck at 95%. 

Called tmobile tech, no help  - but transfered me to a higher level  specialist tech. Specialist tech called in a Ring tech .  The Ring tech had me reboot the router and turn off  breakers and disconnect the wires to the ring door bell to properly reboot the ring.  From there the new 2.4 gateway steps and set up  did work. 

My advice- set up your 2.4 gateway, then disconnect doorbell from power for 1 minute. If no luck call the tech hotline, ask for the higher level tech and ask them to rope in the Ring tech. It was a thing, but finally done. 

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