topic Re: Base Station won't connect to internet: light is off anything but Arlo can connect to the int... in Arlo

Base Station won't connect to internet: light is off anything but Arlo can connect to the internet

watsontcbc — Mon, 30 Dec 2019 00:20:41 GMT

On 12/14/19 my Arlo cameras quit recording, and this weekend it became clear that the base station has quit connecting to the internet - based on when recording ceased. In trying to get to working, I have followed all of the instructions I could find. I updated my Arlo apps on all my mobile devices when they prompted us to. I am pretty certain I updated the base station firmware. I powered it on and off, I unplugged it and re-powered it. I did a hard reset. IN EVERY CASE the internet light will not light at all - no amber, no green - flashing or otherwise. I tested the cable and it is perfect. I connected my laptop to the cable and turned off wifi connection in order to re-verify the Ethernet function and got the usual fast internet connection I get with my fiber connection on every other ethernet connection in my network. NOTHING WORKS to get this base station to connect. This system worked fine for nearly 3 years, and then this year when they disconnected from Netgear and went independent, I've had nothing but trouble. Arlo "support" is non-existent. As you can probably tell I am quite angry at ARLO. Any help would be greatly appreciated.

Re: Base Station won't connect to internet: light is off anything but Arlo can connect to the int...

ShayneS — Thu, 02 Jan 2020 23:03:24 GMT

I have opened a case for you. Customer Support will be reaching out to you as soon as possible. I have provided the case number for your reference: 41371809

Re: Base Station won't connect to internet: light is off anything but Arlo can connect to the int...

arTen — Fri, 03 Jan 2020 00:47:56 GMT

I am having the same problem. Started about 10 days ago.

Re: Base Station won't connect to internet: light is off anything but Arlo can connect to the intern

Dad05 — Fri, 03 Jan 2020 02:54:16 GMT

Mine stopped yesterday. I can not get it back online. Should never have done the update!

Re: Base Station won't connect to internet: light is off anything but Arlo can connect to the intern

ShayneS — Fri, 03 Jan 2020 18:38:35 GMT

HI @Dad05 @arTen

Have you tried contacting customer support regarding this issue? I have attached the link here for you - Arlo Tech Support

Re: Base Station won't connect to internet: light is off anything but Arlo can connect to the intern

watsontcbc — Sat, 04 Jan 2020 02:16:14 GMT

I did - they were AWOL. But they picked up my complaint here and set up a case.

Re: Base Station won't connect to internet: light is off anything but Arlo can connect to the intern

arTen — Mon, 06 Jan 2020 17:28:10 GMT

After 45 minutes on the phone with my phone/cable/internet provider they discovered that 2 ethernet ports on their router were not working. My Arlo base station was plugged into one of the bad ports. They replaced their router and I'm back up and running.

Re: Base Station won't connect to internet: light is off anything but Arlo can connect to the int...

watsontcbc — Wed, 08 Jan 2020 06:05:47 GMT

Hi ShayneS, thanks. I haven't heard from anyone and it's been almost a week already.

Re: Base Station won't connect to internet: light is off anything but Arlo can connect to the int...

ShayneS — Fri, 10 Jan 2020 17:56:28 GMT

Hi @watsontcbc

I have notified the Customer Service team. They will be contacting very soon. Please keep me informed & I will escalate this issue. Thank you for your patience.