VMB4540 & cameras installed by Verisure, still not working after 3 service calls

[ObsoleteHuman]

Base station VMB4540r3

F/W 1.21.1.0_1397_898b168

s/n A7332C7BD19D5

Per invoice, cameras are Arlo Essential Spotlight 

H4 s/n A4A8327BD1A32

Using latest versions of iOS and the ARLO app 

Looking at other posts, I realize I may not have the technical background to resolve this problem on my own, even with the help of knowledgeable people here. But at a minimum someone may be able to confirm the plausibility of what we’ve been told.

We purchased our home in France and arranged for Verisure to install their security system, which works well. We also wanted 3 ARLO cameras for the exterior, but had to wait for internet service before they could be installed.

After our internet started, Verisure did not show for the scheduled appointment, and did not respond to emails before we had to leave the area (and have not returned yet, so this is all happening remotely).  A friend was able to schedule the appointment and let them in for the installation. However this installation was only partially successful. Camera #1, closest to the Base Station, worked (or at least motion detection and video recording, although not the live feed). Camera #2 recorded  just 1 video, then stopped. Camera #3 (furthest from the Base Station) worked intermittently. The ARLO app said Cameras #2 & #3 appeared to be offline.

Our friend set up a second appointment with Verisure, after which Camera #2 worked (except no live feed) but Camera #1 did not. Camera #3 worked even less frequently then before and its battery was low.

Verisure said the problem was we don’t have fiberoptic internet service. But then our internet provider, FREE, confirmed we DO have fiberoptic service and it is the fastest speed available.

Third visit, Verisure decided to swap in new ARLO cameras. Now Cameras #1 and #3 do not appear even to be hooked up to the Base Station, let alone online. #2 stopped recording videos after 3 days and the ARLO app says it is offline. Verisure says the problem is with our FREE internet service and we need to switch to Orange, which has better quality because FREE leases from Orange and thus has lower priority.

Our FREE internet+mobile package is reasonably priced and meets our needs very well. We don’t want to change to the Orange service unless we know it will fix these issues.

Since our problems have gotten worse with every Verisure visit, it doesn’t seem logical to me that the FREE internet service is causing the ARLO cameras to stop functioning or disconnect from the Base Station. (What I would expect instead is poor quality video, which did happen intermittently while the system was still recording.)

We’re still trying to deal with this remotely, so I’ve asked online acquaintances about this. One person about 20km from the house says his ARLO camera has to be reset every time there’s an electrical glitch. Someone else much further away who has experience installing custom video security systems say it’s unlikely that switching to Orange will help and that video security cameras often require a lot of tweaking.

At this point my questions are:

1. How likely will switching to Orange's internet service resolve these problems?
2. If not likely, what should be our next steps?

   Thank you for any help you can provide!

[ShayneS]

Hi @ObsoleteHuman 

Thanks for the feedback on this. Can you Private message me with your admin email used to setup and onboard the devices? 

[ObsoleteHuman]

I sent you a private message. Note that we did not ourselves set up and onboard the base unit and cameras. This was done by Verisure.

[ShayneS]

@ObsoleteHuman I have escalated and provided all your feedback to the appropriate team. Someone from the support team will be reaching out to you as soon as possible. 

[ObsoleteHuman]

Thank you!