topic Re: Two Arlo Go cameras, feet apart. One works, the other doesn't. in Arlo Go

Two Arlo Go Cameras, Feet Apart. One Works, The Other Doesn't.

BBinAL — Mon, 07 Jan 2019 23:58:15 GMT

Security company loaned me an Arlo Go (ATT) to see if it would work in my location. It worked great, and still does. Based upon that, I bought an Arlo Go with ATT network and hooked it up. It seemed to work for about 12 hours. Strangely, the loaner had 2-3 and sometimes 4 bars of service. New camera only showed one bar.

These cameras are in a rural area (no buildings to interfere) and are within 10' of each other. My new camera has repeatedly gone offline today while the original camera chugs along fine.

The Security Company guy told me of a setting whereby the camera would choose the best connection between 3G or 4G. My software does not seem to allow me to change that setting.

Any ideas would be appreciated. Both cameras are on ATT and they are about 10' apart. Why does one work but the other doesn't?

Two Arlo Go Cameras, Feet Apart. One Works, The Other Doesn't.

Streak2 — Mon, 07 Jan 2019 23:58:26 GMT

Is your network mode on Auto or on LTE only?

Mine is on Auto and works well. Switch between those two and see which works better.

Re: Two Arlo Go cameras, feet apart. One works, the other doesn't.

BBinAL — Mon, 07 Jan 2019 01:25:33 GMT

That was what the Security guy asked, as well. I tried to find the option of "Auto" but it doesn't show up in my software.

Re: Two Arlo Go cameras, feet apart. One works, the other doesn't.

BBinAL — Mon, 07 Jan 2019 01:27:49 GMT

Actually, I couldn't find the "Auto" setting on my phone app. I just logged in on my computer and see that option. It is set to "Auto".

Re: Two Arlo Go cameras, feet apart. One works, the other doesn't.

BBinAL — Mon, 07 Jan 2019 01:52:32 GMT

And, it is offline, again. The other camera is showing 4 bars of reception.

Re: Two Arlo Go cameras, feet apart. One works, the other doesn't.

Streak2 — Mon, 07 Jan 2019 02:19:03 GMT

Try and swap the sim cards. See if the problem follows the sim card or the camera.

Re: Two Arlo Go cameras, feet apart. One works, the other doesn't.

BBinAL — Mon, 07 Jan 2019 02:51:06 GMT

Swapping sim cards is a good idea. I'll give that a try.

Re: Two Arlo Go cameras, feet apart. One works, the other doesn't.

BBinAL — Wed, 09 Jan 2019 20:31:27 GMT

Swapped the SIM cards and the problem follows the card. Will be going to AT&T to see if they will swap out the SIM card.

Thanks for the suggestion.

Re: Two Arlo Go cameras, feet apart. One works, the other doesn't.

BBinAL — Sat, 12 Jan 2019 00:11:20 GMT

Got a new SIM card, camera quickly showed two, then three bars. I installed it and thought I was good. I decided it needed adjusting and...not connected. Removed battery and let it restart, either got one bar or would not connect.

I tried a few times. Finally decided to set it up and see if things got better. Nope.

Anybody have any other ideas?

Thanks.

Re: Two Arlo Go cameras, feet apart. One works, the other doesn't.

BBinAL — Sat, 12 Jan 2019 00:13:00 GMT

Re: Two Arlo Go cameras, feet apart. One works, the other doesn't.

BBinAL — Mon, 14 Jan 2019 18:44:37 GMT

Guess my attempt to post a photo didn't work. It is a screenshot showing the two camera views and the fact that one has three bars while the other only has one.

Anyway, I tried to return the camera to AT&T. They said it is beyond their grace period (day one, appearantly, is the day it is shipped). They said I have to have the manufacturer resolve the issue.

I'll be contacting Arlo to get the camera replaced.

Re: Two Arlo Go cameras, feet apart. One works, the other doesn't.

jguerdat — Mon, 14 Jan 2019 20:30:05 GMT

Photos have to be approved before visible to anyone but you. Maybe later today.

Re: Two Arlo Go cameras, feet apart. One works, the other doesn't.

BBinAL — Tue, 05 Feb 2019 23:33:11 GMT

Hi @jguerdat Unfortunately, this gets worse and worse. Arlo didn't have a camera to replace my defective one, said they are on backorder.

I tried to return the camera to AT&T on Jan 14 but was told that the 14 day period had expired. I pointed out that it was shipped on Dec. 31 and Jan 14 is 14 days later. "Nope, the way we calculate it, that is 15 days later. You have to seek remedy thru Arlo".

Back to Arlo I go and the wait begins. I've checked today (Feb. 5th) am still being told "The camera is on backorder. We do not have an estimate on when we will be able to replace it".

I think Arlo should either 1 - Promptly replace the camera or 2 - refund my purchase price. I'm paying AT&T for monthly connetion of a camera that doesn't work. If I cancel the service, they will charge another "activation fee" when (if) I get a replacement camera.

My advice on Arlo Go: If it works, it works great. If not, immediately return it and purchase another. Attempting resolution is expected to be frustrating and time consuming.

Re: Two Arlo Go cameras, feet apart. One works, the other doesn't.

jguerdat — Wed, 06 Feb 2019 00:58:43 GMT

There can be intereference between two closely mounted cameras. How much separation between cameras is there? Try 10 feet.

Re: Two Arlo Go cameras, feet apart. One works, the other doesn't.

BBinAL — Wed, 06 Feb 2019 02:00:22 GMT

Thanks. I've tried close together (3-4 feet), far apart (15-20 feet), camera by itself. I've switched sim cards. I've had a new sim card created. Still, one piece of hardware works well, the other piece does not.

I've got a defective camera.

It should not be up to me to troubleshoot Arlo hardware problems...but there was no choice.

Now they need to replace the camera or refund my my purchase price.