Max Hub and Ring

[Jeanette01]

Until I changed to Sky Max Hub my Ring Doorbell was perfect. Now it will not show me the Live Feed. It tells me that there is a problem with my WiFi connection but Sky day not! Been through all Settings with no joy. Any help?

[Chrisee]

@Jeanette01 go into the Ring app's device menu and select the doorbell and go into device health. Look at the  Signal Strength to get Live View that needs to be in the green and be better than say -65dBm (note the minus sign so -60dBm is stroner than -65dBm). The issue with video doorbells is they are the wrong side of an external wall which in many homes are double skinned which blocks most of the signal.

Sky only support WiFi in your home not outside hence why they are not helping. However if you buy their Sky WiFi Max bundle they will send you out an extender if you ask for one plug thst in near the doorbell and it should help.

[Jeanette01]

The Signal Strength just now is -51 so that's fine I think? Still not working. I phoned Sky yesterday and reset etc all failed so sending engineer next week. Was not offered an extender. Thanks.

[Chrisee · Accepted solution]

@Jeanette01 signal strength is fine then. Have you checked the battery status as a low battery can cause Live View to,stop working?. I found this useful video explaing a number of things you can try https://www.youtube.com/watch?v=1PZxhAbXEwE 

I use Ring devices on my Sky connection with no issues as do literally hundreds of thousand if not millions of Sky customers.

[Jeanette01]

Thanks. I'll have a look at the link after my shopping today. I've had the doorbell for over a year with no problems until now!

[Jeanette01]

Hi. Watched video and tried everything about 3 to 5 times! I can occasionally get it to work but need it to work the majority of times not just every now and then. My last Signal Strength was -49. Think I'll need to wait until engineer comes on Tuesday. Thanks for your help. 

[DottieS]

I'm having the exact same issue! Live view only works if we turn off the 5GHz connection in the router settings, but its not ideal at all. And the new box doesn't allow for the two bandwidths to be seperated, to my understanding. Apparently it was available on the older model routers.

Have you had any success doing anything else so far? I'm at my wits end with trying to sort it out!

[Jeanette01]

That was the first thing the THIRD Sky engineer did and it seems to have done the trick. In total that took one month to sort out so I'll be looking for compensation now. Good luck.

[DottieS]

We've managed to sort it out by purchasing a cheap wifi extender that only uses 2.4GHz and using that solely for the Ring products. It was a long shot, but we thought it would be faster than waiting for an engineer. It was this one on Amazon, https://amzn.eu/d/06XAuzKx, and its doing the trick perfectly!! 

If anyone else has an issue and cannot be bothered to wait for engineer visits and can spare £14-20 (it was on offer when I got it) it may be worth a shot.