Doorbell Pro 2 home chime not working

Had Doorbell Pro 2 installed a few days ago by an electrician, replacing existing hard wired doorbell. Everything is working except the in home chime. When the two wires are taken off the doorbell and touched together the chime works, however once the power pack was installed to the chime as per the instructions touching the wires together no longer worked. Called ring and after a long troubleshooting (all app settings verified) session they sent me a repair kit which included a new power kit. They are also sending me a free chime which I appreciate. However I still want my old chime to work. I Installed the new one and no change.What’s my next step here? What could be preventing the chime from ringing?