topic Re: Router updated to 5G without telling me and now base station is offline and I can't connect in Arlo

Router updated to 5G without telling me and now base station is offline and I can't connect

Glaznost — Thu, 06 Oct 2022 23:45:42 GMT

I'll tell you something you should know- I got an e-mail from Arlo telling me that if I wanted further customer support I would have to get a subscription. I also have Blink cameras- I called Blink support and they fixed my problem in two seconds. I would advise anyone with Arlo cameras that can afford it to get rid of them and replace them with Blink cameras. My router company updated to 5G without telling me and now no matter what I do, I cannot connect my base station or my cameras to the Internet and no one at Arlo will tell you something you should know- I got an e-mail from Arlo telling me that if I wanted further customer support I would have to get a subscription. I also have Blink cameras- I called Blink support and they fixed my problem in two seconds. I would advise anyone with Arlo cameras that can afford it to get rid of them and replace them with Blink cameras. Blink, now owned by Amazon, fixed the problem from their end in under a minute. Arlo could give a crap.

Re: Router updated to 5G without telling me and now base station is offline and I can't connect

StephenB — Fri, 07 Oct 2022 00:00:53 GMT

@Glaznost wrote:

My router company updated to 5G without telling me

Can you explain this a bit more? Did your service provider replace your router? Were you using mobile broadband before?

Re: Router updated to 5G without telling me and now base station is offline and I can't connect

Glaznost — Fri, 07 Oct 2022 18:34:09 GMT

My router is a dual band router but they upgraded it to 5G without telling me and none of my peripherals would work until I finally figured out what they did after wasting a day trying to figure it out. I got in touch with their customer service and they showed me how to put a switch in a position on their router page so that both the 5G and 2.4G are active. But the arlo app can't find my base station so I'm thinking I need to unplug the base station and start all over again because none of the cameras are connected to the Internet because the base station is not being found. I think this happened before and I had to start all over again and reinstall the base station and then uninstall all the cameras and then reinstall them as new devices again. there's no base station in the arlo app and there are no cameras listed and the lights on the bottom of the VMB3000 model have one solid green light on the left, no light in the middle and an amber light on the right.

Re: Router updated to 5G without telling me and now base station is offline and I can't connect

StephenB — Fri, 07 Oct 2022 19:43:20 GMT

@Glaznost wrote:

My router is a dual band router but they upgraded it to 5G without telling me and none of my peripherals would work

Ok, so you mean 5 Ghz wifi. Normally "5G" is about mobile networks, not WiFi.

@Glaznost wrote:

But the arlo app can't find my base station so I'm thinking I need to unplug the base station

What is the LED status of the base station?

https://kb.arlo.com/000039100/What-do-the-LEDs-on-my-Arlo-SmartHub-or-Base-Station-mean

Is the ethernet cable connected to a LAN port in the new router?

Re: Router updated to 5G without telling me and now base station is offline and I can't connect

Glaznost — Fri, 07 Oct 2022 22:20:31 GMT

The power and Internet lights are solid green and the third light is solid amber. And yes the Ethernet cable is plugged into the router and the arlo base station. However the base station does not show up on the app on the phone. All it says is add device and if I try to add the base station it doesn't find it. I know it says it takes several minutes but I left the phone there close to the router for 20 minutes and it just circles around. It never finds it.

Re: Router updated to 5G without telling me and now base station is offline and I can't connect

StephenB — Sat, 08 Oct 2022 10:33:36 GMT

@Glaznost wrote:

The power and Internet lights are solid green and the third light is solid amber. And yes the Ethernet cable is plugged into the router and the arlo base station. However the base station does not show up on the app on the phone. All it says is add device and if I try to add the base station it doesn't find it. I know it says it takes several minutes but I left the phone there close to the router for 20 minutes and it just circles around. It never finds it.

Did you remove the base station and cameras from the account?

If the base is in the account but off-line, then you cannot add it again.

Make sure the phone is connected to the new WiFi. You might also try doing this on a PC (browse to my.arlo.com).

You could also try resetting the base station with an unbent paperclip.

https://kb.arlo.com/1057976/How-can-I-reset-my-Arlo-SmartHub-or-Base-Station