topic Re: Poor Quality recordings with vbm4540 and arlo door bell in Arlo Video Doorbell Wire-Free

Poor Quality recordings with vbm4540 and arlo door bell

ArloSubstandard — Sat, 27 Apr 2024 08:48:25 GMT

I've had so many issues connection my doorbell to the basestation. It may 10 times for it to connect which can waste about 5 hours straight. Then when connected the recording are really bad quality. I've tried on all the different settings and nothing makes it better. The base station is about 3m away the closest I can get it to the doorbell and it's still bad. I thought it was an issue with the doorbell but I connected the doorbell up to the WiFi and streaming was fine. The image gets green lines and the pixelated and is useless if I want to see an intruder. What can you guys do this is a joke for the amour of money the devices are. Why offer the basestation as an option if it does not work? Yes my base station and doorbell have the latest firmware.

Re: Poor Quality recordings with vbm4540 and arlo door bell

jguerdat — Sat, 27 Apr 2024 13:20:35 GMT

This sounds like either the hub is faulty in some way or the signal strength/quality is the issue. Moving the hub away from your router can help as can moving the hub to a different location, perhaps using a WiFi or power line extender to allow the Ethernet cable to be plugged in. In any event, testing is needed.

Re: Poor Quality recordings with vbm4540 and arlo door bell

Edinburgh_lad1 — Sat, 27 Apr 2024 14:44:42 GMT

Green lines suggest connectivity issues. If you have connectivity issues connecting to the router, then you're more likely to experience the same or worse performance when you connect to the SmartHub. Sometimes restarting the Hub improves the situation.

Re: Poor Quality recordings with vbm4540 and arlo door bell

ArloSubstandard — Sat, 27 Apr 2024 21:46:47 GMT

I have moved the hub to different locations.

The hub is plugged in via network cable.

Hub is other side of the house from the router. I've restarted the hub numerous times.

Re: Poor Quality recordings with vbm4540 and arlo door bell

ArloSubstandard — Mon, 29 Apr 2024 22:19:11 GMT

I bought the hub directly from Arlo but didn't connect it straight away as I was still under the free subscription. What is the process to get a replacement hub as this one sounds like it's faulty.

Re: Poor Quality recordings with vbm4540 and arlo door bell

jguerdat — Tue, 30 Apr 2024 13:31:31 GMT

The hub has no issue with a subscription which is only for cameras.

As long as you have a subscription, use the app to go to Settings, Support and choose your hub. Scroll down to Contacts to talk to official support.

Re: Poor Quality recordings with vbm4540 and arlo door bell

ArloSubstandard — Tue, 30 Apr 2024 20:30:37 GMT

I don't have a subscription, how do I get a replacement hub?

Re: Poor Quality recordings with vbm4540 and arlo door bell

jguerdat — Wed, 01 May 2024 12:09:17 GMT

You can temporarily subscribe to a single camera monthly plan so you can contact official support to see if they will RMA the hub.

Re: Poor Quality recordings with vbm4540 and arlo door bell

ArloSubstandard — Wed, 01 May 2024 12:42:48 GMT

That is a joke. You are forcing us to pay to get a service working that you sell as a package. Is this false advertising?

Should I take this to fair trading?

Setup a return and delivery of a replacement product that works.

Re: Poor Quality recordings with vbm4540 and arlo door bell

StephenB — Wed, 01 May 2024 17:47:03 GMT

@ArloSubstandard wrote:

That is a joke. You are forcing us to pay to get a service working that you sell as a package. Is this false advertising?

Note that @jguerdat does not work for Arlo.

I'm taggging the mods ( @JamesC . @BrookeN , @ShayneS ) in hopes they will escalate this for you.

Re: Poor Quality recordings with vbm4540 and arlo door bell

BrookeN — Wed, 01 May 2024 19:26:18 GMT

I've opened a support ticket detailing the concerns you've posted here. An agent will reach out to you with a status update as soon as possible.