Forum Discussion
Ring doorbell and T-mobile home internet
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.
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
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.
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.
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 | App T-Mobile Internet | Android | Asistencia de T-Mobile
iOS How to create additional Wi-Fi networks | App T-Mobile Internet | iOS | Asistencia de T-Mobile
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.
Hero J wrote:
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.
I use Sagemcom Fast 5688W Gateway
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.
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..
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?
