Installed 5 days, but the Doorbell camera goes offline 3 times

[dannytang]

anyone one got the similar situation and how to solve it? I need to click troubleshooting and change network. 

[TELUS_Support]

Can you provide more info to what you are experiencing?

[dannytang]

Hi Team,

The attached screen capture is the doorbell activity record; it showed that it was offline at 4am and i realized that at noon. During this period, the doorbell is out of service.

* This doorbell was installed last Friday noon.

--

Best Regards,
Danny

[TELUS_Support]

It's important for us to investigate this issue to ensure that it's working as expected.

Please follow these steps to help resolve the issue:

1. Check Wi-Fi Connection: Ensure that the doorbell is within range of your Wi-Fi network and that the network is functioning properly.
2. Power Cycle: Try resetting the doorbell by powering it off, waiting for a few moments, and then powering it back on.
3. App & Firmware Update: Make sure the doorbell’s firmware is up-to-date. You can check for updates via the Telus app if you haven't already.
4. Network Stability: Sometimes, intermittent Wi-Fi or network instability can cause devices to go offline. Please check your internet connection to ensure it is stable.

[dannytang]

Hi TELUS Team,

I tried the solution you suggested. However, it remains offline every day. The worse just happened, it looks power off and can't be ON even long press the button. What should I do?

regards,

Danny

[TELUS_Support]

• Ensure that the doorbell camera is properly connected to its power source. If it's wired, check for any loose connections. If it's battery-powered, make sure the battery is charged or replace it with a fresh one.
• Try pressing and holding the reset button for at least 10-15 seconds. This may reboot the camera.
• Ensure there’s no visible damage to the camera or wires that might be affecting its power.

If these steps don’t resolve the issue, let us know by sending us a private message. 

[dannytang]

Hi,

I did teardown the Doorbell and check the power connection, I believe that the bad connection is due to the installation. I fixed it and power on successfully. However, I tried to troubleshooting the wifi connection, long press until the yellow light flashing, but still can't connect. what should I do?

Regards

Danny Tang

[TELUS_Support]

Can you send us a private message? We'll investigate further.