My SkyBell isn't syncing to my network, what should I do?

Your SkyBell transmits voice and video via the internet and wireless network across the planet and requires both a local Wi-Fi and good wireless connection to your mobile handset.

  1. Confirm that your Wi-Fi signal reaches outside the home to the SkyBell with the front door closed
  2. Confirm that your router is broadcasting a 2.4 GHz signal
  3. Confirm that you have a minimum upload speed of 1.5 Mbps

It is necessary to have internet access at the location that you are using the SkyBell. A reliable, consistent communication between the SkyBell and your router is what drives the quality of your SkyBell connections.

If you're having trouble syncing, a piece of the environment is likely out of place. You can check the following to find it:

1. The SkyBell requires a minimum of 1.5 Mbps (megabits per second) of upload speed from the Wi-Fi signal. Here is a simple way to accurately test your Internets Upload Speed at the SkyBell location:

Download a speed-testing app to the phone that you will be using with the SkyBell. We recommend the speed testing app called "OOKLA" or "Speedtest.net". These apps are  is available on iOS and Android app stores.  

Once you have downloaded the speed test app, you can connect to your home network on the Mobile device. Please make sure to connect to the network that you will be syncing the SkyBell on, which should be a 2.4GHz band. Please click here for more info on splitting your wireless network bands.

You will then want to stand next to your SkyBell, with the door closed between the SkyBell and the router (wi-fi box), and click "Begin test" within the app. The app will then test your Ping, Download Speed, and last but most importantly, the Upload Speed.

If your upload speed is less than 1.5 Mbps you may need to contact your Internet Service Provider in order to increase the speed, or perhaps there are a number of other connected devices competing for bandwidth.
Some customers have found that they have many devices in their home using bandwidth like online video games, and this can leave their SkyBell with not enough upload speed intermittently.

2. The SkyBell needs to sync to a 2.4 GHz network.  This is only a concern if you are using what is called a dual band router. Click Here to learn about Dual Band routers, and also to find out if you have a Dual Band router.  

A SkyBell will not be able to sync to a 5 GHz-only network. Most routers will have 2.4 GHz as the standard, so it is very rarely the case that a router does not have a 2.4 GHz network. Please confirm that if you are using a dual band router that the 2.4 GHz network and the 5 GHz network have separate network names. If you are unsure of how to access your router's configuration or how to change settings within your router, please contact your internet service provider or the manufacturer of the router. You will want to explain to them that you have a dual band router and you want to have a separate SSID (network name) for the 2.4 GHz and 5 GHz signals. Our SkyBell tech support team is also happy to assist you in separating your router bands. Please be ready with your router name and model number.

Please click here to see why SkyBell connects to the 2.4 GHz band instead of the 5 GHz band.

How do I change or split the bands on my router?

3. If you have made sure of both of the requirements listed in the above two steps, it may be a case of the Wi-fi Signal Strength being low.

The SkyBell requires a decent amount of signal strength from your Wi-Fi network, as well as the upload speed mentioned above.

Signal strength and Upload Speed are not always related.

Your internet upload speed may exceed the minimum requirements, but there could be obstacles in between your router and your SkyBell that could reduce your signal strength. If this is the case, you may want to move your router closer to your SkyBell or purchase a Wi-Fi extender.

 Alternatively- If your router is only 5 feet away from the SkyBell, but you have only .95 Mbps of Upload Speed, you may have some trouble with syncing the SkyBell or getting a video connection.

If your router is too far, or you suspect that the signal strength may be low, we would suggest either re-locating the Wi-Fi router closer to the SkyBell, purchasing a new Wi-Fi router, or getting a Wi-Fi extender.

If you are unable to sync the SkyBell after confirming all of the above Wi-Fi requirements are met, please contact our Technical Support for assistance.

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