Question

So my broadband has gone down, but why hasn't the alarm connected via the mobile network?  

Answer 1

Put a z wave outlet on your router and modem, when it goes out cellular should work and you can reset the modem!  

Comments

@inerasable97 Shouldn't it work without doing that?  

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The provider is down, not my router

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@etruria When you go into settings in your Ring App, under "monitoring" is it showing "Professional"?  

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@bonus It's assisted in the UK, but it should still connect via cellular. It's automated if the alarm goes off.  

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@etruria if you’re internet hangs up it will stop working the monitoring should call you but if you have the cellular as back up they wont

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@etruria you bought it in the UK? Not a US version obtained through Amazon?  

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@frankiefrankincense I bought it from Amazon UK.  

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@etruria rules that out then. Ring cust support has always been great, better to reach out to them than here they can trouble shoot I spent like an hour on the phone with them about my system once Just last week I had a guy with a 4yr old flood cam, the mic went dead, he contacted support did the trouble shoot and because he has the paid plan they sent him a new cam

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@frankiefrankincense Yeah, thanks Chris. I probably will call tomorrow. I didn't want to bother them over Easter. Internet was only down for a couple of hours

Answer 2

I’m guessing it runs off their servers. When you subscribe to the service it will automatically connect to 3G and keep your alarm going.  

Answer 3

Are you on Ring's professional monitoring

Answer 4

I pay the subscription yes.  

Answer 5

Mmhh I think it is better to call their support centre. It should have backup via mobile network and/or it should have a backup battery in it. If not, maybe try to consider looking for new monitoring

Answer 6

Reboot your alarm based station. mine did that and when it reboots it will download the current new firmware.  

Answer 7

When you find out the reason for this can you reply and let me know.  

Comments

@desrosiers Will do

Answer 8

But yeah, his complaint makes sense. Monitoring system should have mobile network as backup when wife or home internet is down plus it should have a backup battery as part of the feature if it doesn’t have it yet

Answer 9

If for some odd reason my WiFi power goes down my 3g ATT network kicks in automatically with the paid subscription. I get a notification that states you are currently running on cellular backup. Yours should do the same if you pay. A Z wave booster has nothing to do with that I actually unplugged mine it’s worthless, my system runs sabe without it.  

Answer 10

Hi Mike, did you have a chance to connect with support to take a further look into this with you?  

Comments

@platinous Hi, not yet. I didn't want to bother you over Easter. I'll give support a call this week some time. Thanks.  

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Mike, keep me posted on how everything goes! I know they will be happy to take a further look into this with you to get things running smoothly.