Verizon Blocking Ring Traffic?

[Toot4fun]

I have an eero Pro 6E with 3 extenders connected to my Verizon 5G router which is in passthrough mode. I purchased a Ring Stick Up Cam (Wired) and tried to add it to my Ring account. Everything goes fine until the end of the process (95%) when the Cam announces that "Setup did not complete. Check your internet connection and try again." I can see the Cam connecting to my local network (via the eero app), but it doesn't want to finish the process. All other devices on my network are able to access the internet. As an additional troubleshooting step, I tried setting up the Cam using a MiFi and this worked as expected.

I also purchased a (second) Floodlight Cam Wired Plus and it exhibits the same behavior and inability to complete the setup process. The weird thing is that I figured I'd try a new Ring Indoor Cam (2nd Gen) and this connected without an issue.

The fact that these two devices connect to a non-Verizon 5G Home network without issue leads me to believe that there's something happening on the Verizon network that is preventing (some of) these Ring cameras to fail to complete their setup.

Are there any logs or troubleshooting data that I'm able to see within my Verizon device that might show what's going on here? Or is someone at Verizon able to take a look at this behind the scenes to see what might be going on?

[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.

[Toot4fun]

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

[Toot4fun]

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

[vzw_customer_support · Accepted solution]

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

[Toot4fun]

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.

[vzw_customer_support]

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

[Toot4fun]

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

[vzw_customer_support]

Thanks for that infomration. You mentioned your indoor cam was able to connect without an issue. Did you connect to your 5G network? Have you been able to connect any Ring devices in the past? What model gateway are you using?

-Lauren

[Toot4fun]

My doorbell is connected via the 5GHz band, but all of the other Ring devices are connected via the 2.4GHz.  As I mentioned, all of the Ring devices, regardless of their external connectivity status, are getting an IP from my eero router and showing as being connected in the eero app. This is what leads me to believe that something is happening on the internet side of the router which is interrupting their ability to communicate.

As for my Verizon 5G hardware, here is what I'm running:

Firmware Version

3.2.0.7

Hardware Version

101

Model Name

XCI55AX

[vzw_customer_support]

Thank you for this information. Is that doorbell compatible with 5Ghz bands? ~Peter

[Toot4fun]

Yes, which is why it's connected on that band.

As an additional troubleshooting step while I had passthrough mode disabled on my Verizon router, I enabled wifi and created an SSID with a different name than my eero network. I then tried to connect my Ring Chimes to the Verizon router SSID. As with the eero network, they get an IP address from the router and say that they are connected successfully, but when I view them in the app or try to do anything with these devices, it says that they're offline. This further eliminates the eero equipment as a possible cause and makes a pretty strong case that something is happening to this traffic on the Verizon side. Again, I would appreciate the opportunity to work with a senior technical person who can look at log data within the device to help me determine what's actually happening.

[vzw_customer_support]

@Toot4fun  wrote: Yes, which is why it's connected on that band. As an additional troubleshooting step while I had passthrough mode disabled on my Verizon router, I enabled wifi and created an SSID with a different name than my eero network.

Thank you for those additional details. We will be reaching out to you via Private Message to discuss your experience further and review next steps with troubleshooting your issues.

-Andi

[Toot4fun]

The response I received via private message was much less than helpful, as support basically threw up their hands.

I'm exactly where I was before with absolutely no additional steps to help resolve this issue.

[jonjon81]

I'm experiencing similar connectivity problems and would appreciate any assistance. Here's an overview of my situation:

Setup

• Verizon 5G internet gateway (owned for 10 months, previously no issues)
• Google WiFi router + 3 Google mesh points
• Multiple Ring cameras (4 working, 1 problematic)

Timeline and Issues

1. About a month ago: Changed setup to operate in passthrough mode due to general WiFi problems.
2. 1-2 weeks later: Noticed one Ring floodlight camera disconnected, unable to get video.
3. Persistent problem: When trying to connect devices to WiFi, connection gets stuck at 95% and ultimately fails.

Troubleshooting Steps Taken

1. Contacted Ring support:
   • Spent hours troubleshooting
   • They suggested contacting Google to "lower firewall"
2. Contacted Google support:
   • They claimed to have lowered the firewall (unable to verify)
   • Had me enable WPA3 mode in Google Home app
3.  Tried reconnecting Ring, still the same issue getting stuck at 95%
4. Got back on the phone with Ring support, and they ultimately sent a replacement floodlight camera:
   • New device, after attempting to set it up encounters the same 95% connection error
5. For further troubleshooting, I attempted to disconnect/reconnect a previously working Ring camera:
   • Now unable to connect to the device that was just working, also stops at 95%

Current Situation

• 4 Ring cameras still working
• 2 Ring cameras (including new replacement) unable to connect
• Hesitant to troubleshoot with other devices for fear of losing more camera connections

Questions

1. Could this be related to the Google WiFi + mesh setup?
2. Is it possible that the Verizon gateway or passthrough mode is causing issues?
3. Has anyone encountered similar problems or found a solution?

Any advice or assistance would be greatly appreciated. Thank you!

[Toot4fun]

I really think this is a Verizon 5G Home issue. I have an eero mesh network, but when I change to a different ISP, all of the RIng devices connect as expected; when I use the Verizon 5G, a subset of them fail to connect. The biggest problem now is getting the proper level of support within Verizon to actually look into this.

[jonjon81]

I see. I actually just ordered a Eero system to see if that would do the trick. According to your assumption though, that would do the trick. I might see if my next door neighbor will let me connect the Ring to his wifi through a different ISP (the came is actually very close to his house), just to see if that works.

[Toot4fun]

My guess is that you'll have the same issues with the eero at your house, as long as the ISP is Verizon 5G. Not sure how friendly you are with your neighbor, but any chance you can throw your Google Mesh router on his ISP modem and see if the signal extends far enough to your house to see if your Ring devices start working?

[vzw_customer_support]

We're sorry to read you're having issues with your Ring cameras. To clarify, does this happen when you also connect it directly to the 5G gateway instead of the mesh?

~Freddy

[jonjon81]

Yes this still happens when I connect directly to the Gateway

[vzw_customer_support]

Thank you for these details. We sent a Private Message to further assist you. 

~Geo