Troubleshooting Camera Viewing After Changing Internet Providers

If you've recently changed your internet provider and are no longer able to view your security cameras, follow the steps below to get reconnected. We've broken it down by common scenarios for both recorders (DVR/NVR) and doorbells.

For DVR/NVR Recorders

1. Check the Physical Connection

When an internet provider installs a new modem or router, they often don’t reconnect your existing devices.

• Make sure the data cable from the recorder is plugged into the new modem/router.

• If the new modem is installed in a different room, the network cable between the recorder and the modem will need to be rerouted. In this case, a service call is required.

2. Power Cycle the Recorder

Rebooting your system can often restore the connection:

• Toggle the power switch behind the recorder (if available), or

• Unplug the power cord, wait 10 seconds, then plug it back in.

• Wait about 5 minutes and check if the cameras are back online.

3. Check Network Settings on the Recorder

If rebooting didn’t work:

• Connect a TV or monitor directly to the recorder.

• Go to the network settings and check if DHCP is enabled. If it’s off, turn it on so the recorder can obtain a new IP address automatically.

4. Set the Correct DNS Server

Some H-Series recorders may need a specific DNS setting:

• Set the DNS server to 8.8.8.8.

• Click here to learn more about setting DNS

5. Wireless Bridge Connection (If Applicable)

In some setups, we use a wireless bridge to bring internet to the recorder from another location:

• This device connects wirelessly to your modem and delivers internet via Ethernet to your recorder.

• If you have this device near your recorder, it may have lost sync during the switch to a new modem.

• Click here for steps to reconnect your wireless bridge

For Video Doorbells

If your doorbell camera stopped working after switching internet providers:

• Reconnect the doorbell to your new Wi-Fi network using the mobile app.

• Ensure your phone is on the same network during setup.

• If the doorbell still doesn’t connect, a factory reset may be needed before re-pairing.

Need Help?

If you're unable to restore the connection:

• Remote assistance is available – a computer on your end is required so we can connect and troubleshoot.

• Prefer an on-site technician? Call us at 954-573-9193 to schedule a visit.
  ⚠️ Note: A service call fee applies for on-site visits.