Verizon Blocking Ring Traffic?

Hi Toot4fun, what a system you have set up. Do you have other devices that do not connect or drop connection other than the ring? Here is Support tools to get started with.

5G Home Internet - Support Overview: https://www.verizon.com/support/5g-home-internet/

-Deb

All comments

scott31339

I had some issues at the beginning with Verizon and my Ring cameras - so I'm not 100% sure what actually fixed it, but I suspect when I turned on IPV6. All my Ring cameras work properly now.

Where did you do that? Within the settings of the 5G router?

Hi Toot4fun, what a system you have set up. Do you have other devices that do not connect or drop connection other than the ring? Here is Support tools to get started with.

5G Home Internet - Support Overview: https://www.verizon.com/support/5g-home-internet/

-Deb

It's just Ring devices, but the not always the same devices. Seems to always happen to the Chimes, but different cameras are affected which leads me to believe it's a network traffic issue and not a (Ring) hardware issue. I'm past the point of basic troubleshooting and would love it if a senior support engineer could take a look with me and look a little deeper at what's actually happening here.

IPV6 was already enabled on mine, so I tried turning it off and that didn't help.

Thank you so much for the additional information, Toot4fun. We'll get this figured out, and we defintitely appreciate your troubleshooting efforts. Please tell us, do you experience the same issue when Passthrough mode is not enabled?

~Izzy

Blessed_57

That's very interesting, I've been a verizon customer for a little over 3weeks an been having problems from day 1 with the internet,some days worst then others,but I switched to 5g fio box an I've notice a little improvement, BUT, sometimes my monitors want show up who's at my ring camera,saying check my connection, an this had never happened with the other provider I had.

Hello. We are here to help with your Verizon service. To better assist, please tell us a little more. Do you have problems with a specific device (Smart TV, PC, Tablet, Laptop, etc.) Did you change setting for your camera?

~Maria

Yes, the behavior is the same even without passthrough mode enabled.

cw16229

I am in the same situation. My Ring doorbell that had been working flawlessly for several years went “offline” on 8/31/2024. I could go on for pages about the things I have tried - including a 90 minute support call with Ring.

The strongest likelihood is something that changed on Verizon 5G side. I work in IT and specifically in cybersecurity so all this stuff is not beyond me. All my other wifi devices are just fine - including ones that require internet connectivity like Roku.

Here are all the things that have NOT solved it: Factory reset on my current wireless access point. Purchasing and setting up a new wireless access point. Purchasing and trying to setup a new Ring doorbell. Pulling out and re-connecting the wireless access point from when we first had the original Ring doorbell. When I try to re-setup the original Ring or the new one I can see both authenticate, connect to AND pick up an IP address on my wireless so the chances of it being "a problem on my end with my wireless" is very unlikely. As the Ring setup tries to complete it can't connect outbound to Ring's infrastructure and failure occurs.

The ONLY way I can get the setup to complete is by using the hotspot of my phone as the wifi. Once I re-direct the Ring doorbell to my home wifi it is no longer "seen" by Ring's cloud infrastructure and it goes back “offline” again.

https://ring.com/gb/en/support/articles/796jm/What-to-do-when-your-Ring-Video-Doorbell-4-has-trouble-connecting-to-5GHz-wifi

We get how frustrating this can be when the Ring door bell does not connect or drops connection. Have you had a chance to changing the channel of your router connection? This is the recommendation directly from Ring Help.

What to do when your Ring Video Doorbell 4 has trouble connecting to 5GHz wifi

Ring Video Doorbell 4 offers dual band capabilities, connecting to 5GHz via channels 100 and above. Channels 36-64 are not available.

If you are having trouble connecting your Ring Video Doorbell 4 to your router, we recommend changing the channel of your router or combining your 2.4GHz and 5GHz networks.

-Deb

It's Verizon's router 100%, I am having the same issue with Verizon and I even tried Stright Talk (same router) but that doesn't work either as soon as I go into Bridge mode.

Hello, w0by. Help is here is still here. Please share more info. Most Ring devices work best on 2.4 GHz. Please share how you have the device set up on the Wi-Fi.

-Natasha

I spent a ton of time on this getting my home internet in 12/2022. It's still not fixed. It's simply one of the following:

1. The Gateway has a firmware bug that causes issues with Amazon servers used for Ring cameras or blocks some of them.

2. Verizon doesn't have the gateways properly provisioned.

I have my Verizon gateway acting as a modem only (passthrough) connected to an Asus Mesh Router. I intermittently lose my stick up cams and floodlight cams. The 5ghz doorbell always works. Cable internet works for all. My mesh router actually allows me to plug in my Verizon iPhone to the main node to act as an internet source using my phone's wired hotspot for the whole home network. Instantly, as soon as connectivity is detected with the mesh routing system, every camera works flawlessly. Same band as the 5G home internet, just the data source being my phone's hot spot on the VZ network. This means that simply, there is something blocked, or hampering ring cameras connectivity when the Verizon Gateway is used as a passthrough device (modem only).

I spent hours with Verizon customer support and they felt it was Ring. I spent a ton of time with Ring that confirmed that it was something on Verizon's end--which makes sense. The issue only happens when using the gateway as a passthrough device. Ring assured me they'd help work with Verizon to troubleshoot the issue. I still have it and it irritates me to no end. At this point I'm going to ask Verizon if I can get a hotspot provisioned as a gateway because this is just ridiculous. Verizon has lost customers due to Ring cameras not working. Ring has lost customers to the gateway not working in passthrough for ring cameras. This has been an ongoing issue and it doesn't seem either company cares much to fix it.

As an update, I spoke to Tier 2 support today and they are sending me a replacement for my cube with the vertical newer gateway. I noticed today that I had the ability to utilize a 3rd party VPN service in my router settings (ASUS). Better yet, my router allows me to split the tunneling, in other words, turn on the VPN for only specific devices on my network. I used a Private Internet Access VPN profile and placed all of my ring devices on it, and all ring devices immediately started working. It is abundantly clear to me, that the Verizon gateway boxes block or interfere with Amazon servers for both Ring and Blink cameras when being used in passthrough mode (modem only). I don't understand why it happens only when in passthrough mode, but it should be something relatively easy to fix on Verizon's end. I really wish a legit higher-up tech at Verizon would look at this and see what needs to be unblocked or tweaked to fix things.

What confuses me the most is why the ring camera will work and then out of nowhere not work. Why 2 will be up and 2 will be down. Why they never seem to work when I actually need them. Why 3 will come up to knock the 4th down. Why at any given time, my router shows all of them connected to my network with a strong signal. One thing is clear to me though, it is easy to reproduce by 1. Using the VZ gateway in passthrough mode, 2. Using a 3rd party router. Even if all ring or blink devices work for a period, it is only a period of time before all or some don't, and there is no apparent triggering factor on my end that I can see that causes the cameras to lose connection to the Ring network.

In Sum:

1. I can get all ring devices working flawlessly when connected via a phone provisioned on Verizon's network if I utilize the wired hotspot and use that as my network internet source (with no changes to my router).

2. I can get all ring devices working flawlessly when using a cable or DSL modem (probably fiber if I could get it where I live)(with no changes to my router)

3. I can get all ring devices to work flawlessly if I tunnel their traffic through a VPN, while using the VZ gateway in passthrough mode (have to change settings in my router to apply VPN to Ring cameras).

4. I cannot simply use the VZ Gateway as a passthrough device (modem) and have my Ring cameras work without enabling a VPN.

IT IS something on Verizon's end that gets messed up when the VZ gateway is placed in passthrough mode. Plain and simple. It is not a router setting. It is not a Ring device setting. There are no other devices on my network that are affected. It HAS to be something occurring when the gateway interacts with the VZ network when in passthrough mode.

How did you get to Tier 2 support? And how did you get them to send you the new hardware? Sounds like it's worth a try, but I can't seem to get past level 1 where they just read KBs off cards and insist that it's 2.4Ghz or something else ridiculous that doesn't take into consideration all of the more advanced troubleshooting that's already been done.

At this point, I'm starting to price Spectrum plans because the Verizon solution is obviously not the right one for me. I don't want to have to jump through all of these hoops just to get my equipment working, and then receive subpar support that has no interest in addressing the true root cause.

I called and said I wanted to cancel service. It's a great hack if you ever need something to be done. They take you more seriously when you are threatening to cancel service. They connected me to a Tier 2 when I explained I don't want to spend another 90 minutes explaining the same problem over and over to 2 or 3 other people. I explained to the Tier 2 that I have done every troubleshooting step under the sun, that I'm a more advanced customer, and am not going to be resetting, and restarting, when I know exactly where the problem lies and all the restarts and resets aren't going to work. She thinks the newer hardware will help. I have my doubts. I really think it's a provisioning issue because literally any other device I use to provide my network internet, including a Verizon phone's hotspot, works. There is something that happens or gets blocked when the VZ Cube is put in passthrough mode. This is what happens when a company has 100 different active plans from 100 different periods of time, and they all have to be programmed a certain way to each unique device. There aren't enough people complaining or using their cube as a passthrough/modem and that also have ring or blink cameras. If they do, they are probably in the long process of figuring out whether it's ring/blink or Verizon. It is 100% Verizon.

A few months back I had Verizon on the Phone, tried to get Ring on a 3 way to have Tier 2 techs from both VZ and Ring on the phone at the same time. Neither company will do it due to "privacy concerns." It's obnoxious.

Mine were never working either while in IP pass through/bridge mode. Today I went into the modem and turned off IPv6 and now my cameras came back online almost immediately. Thank goodness, I really didn't want to get all of my Ring cameras just so I could keep a different service.

Mine were never working either while in IP pass through/bridge mode. Today I went into the modem and turned off IPv6 and now my cameras came back online almost immediately. Thank goodness.

Well wuddaya know. It does seem to fix it. I'll keep monitoring my cams to see if it works. I've had making a change here or there work for a day or so only for the issue to reappear. I figured with it going through passthrough mode that those settings wouldn't have much impact as my router would control those things. Apparently that might be where the firmware bug is.

Unfortunately this only lasted a few hours for me. I had to place all my cameras back on a VPN to get them to work again.

I finally bit the bullet and went back to Spectrum. I got the new modem, swapped it out for the Verizon 5G home box (making no other changes), and everything is working as expected. Without a doubt, there's something happening within the Verizon infrastructure to interfere with that traffic and hopefully they can find someone who cares enough to investigate further. For now, in my opinion the Verizon 5G solution isn't ready for prime time and hopefully they have a better solution available when my Spectrum deal is up.