Cellular Backup Disconnecting and Ineffective Support

[trevman8550]

I’ve had a support ticket open since August 5, 2024 that the cellular backup disconnects from my Keypad Sensor Hub and then does not reconnect until I reset it. It happens every few days. Tech support will reach out every few weeks saying the engineering department “fixed it,” then I’ll check and it will still not be corrected, tech support “let’s engineering know” and then the process will repeat. I’ve messaged Arlo Smart Home on Facebook numerous times to insist they escalate this to management, they say they will, and then the same guy from tech support sends me a message. Clearly they can’t get it resolved. I’m going to mail a letter to their corporate office in an attempt to get some help. Does anyone else have advice on how to either fix it myself or escalate it to finally get the issue resolved? 

[tnord951]

I'm having the same issue. I changed to a different sim card with t-mobile vs at & t thinking that was the issue. Currently I'm tracking the disconnect and it is roughly every 24 hours from the reboot. When I reached out the first time, they suggested a new sim card/cell service. I'm in a spotty service area, so it is possible I drop service from time to time, but rebooting the system every 24 hours will not work. I have 8 cameras and 20 sensors online. I will be reaching out to Arlo again with the daily events.

[trevman8550]

Sounds like the exact problem. It stays disconnected until I manually reset it. You would think they’d have a feature where it can automatically reset the cellular function if it disconnects. Also my work iPad is on T-Mobile and it works fine in my house. 

I’ll keep you posted on if/when they get this resolved. I’ve been working with Level 3 support since August.