Sky Protect Chime and Doorbell not connecting

[Anthony475]

My sky protect chime and Doorbell will not connect to the Sky Protect App.  

[Highlinder]

@Anthony475  Is your chime connected via the ethernet cable that was provided?

[Anthony475 · Accepted solution]

Yes.  The chime is connected to the router by Ethernet lead.  Initial setup was all ok however, after charging the doorbell I cannot get either device to reconnect to the App.

[lettice]

Not sure what you have tried.

Is there a blue light on the chime?

If not,

remove the power from the Chine and leave off for at least ten minutes.

The blue connect light should now be on.

On the doorbell, also turn off for at least ten minutes, with switching the on/ off switch under the flap.

Switch back on and recharge the doorbell for at least 6 hours or overnight.

Remove from charge and it should resyncing to the chime or  you can try to resync again by trying the chime resync button procedure again.

[Anthony475]

Hi

Yes, I have tried everything you suggested on numerous occasions.  I received a fixed blue light on the chime suggesting connected to the Internet however, attempts to connect it to the App, fail each time.

As explained. initially all was Ok with first set-up however, reconnection seems to be the issue.   The doorbell is fully charged.

[Anthony475]

Hello again,  I am still waiting for assistance with this issue please?

My sky protect chime and Doorbell will not connect to the Sky Protect App

[lettice]

Ok, thanks for trying the above, as I described.

That generally works for customers when they have sync problems.

Would suggest now contacting the Sky Protect support team.

Within the app, select the ?
Click on the blue support button
Select Get in touch
The email address and a support phone number are there

[BlueMatt87]

I'm having similar issues. I can connect them when I plug them in directly, which is in a small cupboard in the middle of my house, no where near the front door or hallway.

I am using Passthroughs to try and get this to work, but failing. Embarrasingly.

https://www.amazon.co.uk/dp/B006R72YJU?psc=1&ref=ppx_yo2ov_dt_b_product_details

This should work, surely?

Or are the devices/router (Sky Q Router) limited to what can work?

[phillygirl]

Everytime I charge the doorbell, it won't reboot or connect so I have to remove and reconnect. So annoying but I've tried everything and support is useless, and in the end they tell me to do exactly what I've done.

If anyone has any other suggestions I can try next time I would appreciate the help.

[lettice]

When you remove the doorbell for charging and the battery is showing on the app as low or critical, do this.

Remove the doorbell.

Switch off, using the on/off switch next to the doorbell usb charging point.

Leave off for about ten minutes.

Turn the switch back on and straight away plug in the charging cable and charge the doorbell for at least 8 hours or overnight.

Remove from charging and it should connect fine.

Have done this Myself at each charging time in the 10 months  I have had my doorbell and not had any problems.

My doorbell gets regular daily use and I find I have to charge it about every 30 days.