Arlo|Smart Home Security|Wireless HD Security Cameras|NETGEAR
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Aspirant

Re: My.Arlo.com not working at all

Exact same problem here.  ATT Fiber ISP with eero router.  Everything went down early this AM.  Called support and they were little to no help.

Message 26 of 186
Community Manager

Re: My.Arlo.com not working at all

So far i'm only hearing reports of this from ATT users...I will provide an update if I find out any new information.

 

For those experiencing the issue, are you able to log in from a mobile device using the data connection?

 

JamesC

Message 27 of 186
Aspirant

Re: My.Arlo.com not working at all

Yes, I can connect through my mobile phone connection (also ATT).  Of course, I can't access any of my cameras (they all show offline) since they're using my home ATT ISP.

Message 28 of 186
Apprentice

Re: My.Arlo.com not working at all

James,

 

I can login on mobile data but the hub remains offline.

Message 29 of 186
Tutor

Re: Base station not connecting to the internet

Mine still out. Also have at&t fiber... Could it be an at&t problem??
Message 30 of 186
Aspirant

Re: My.Arlo.com not working at all

FWIW, I've tried multiple DNS providers as well, so it doesn't appear to be DNS related.

Message 31 of 186
Initiate

Re: Base offline since this am

We also have ATT Uverse and have been offline since this morning. I can’t log into the app or online.
Model: VMB4000 | Arlo Pro/Pro2 Base Station
Message 32 of 186
Initiate

Re: Arlo pro base offline

 
Model: VMB4500 | Arlo Pro/Pro2 Base Station
Message 33 of 186
Aspirant

Re: Base station not connecting to the internet


@Puraj83 wrote:
Mine still out. Also have at&t fiber... Could it be an at&t problem??

I'm thinking it could be.

Message 34 of 186
Highlighted
Initiate

Re: Arlo pro base offline

Dame problem and no solution for the moment —-ATT ??
Message 35 of 186
Aspirant

Cannot Log In to Arlo App on WiFi

Receiving the "internet connectivity issues" message when attempting to log in to the app by iPhone/iPad while on my wifi network. Read other posts and restarted router, cleared browser cache, restarted cameras (Arlo and Arlo Q), deleted app and reloaded with no luck. All devices/activities working fine on wifi otherwise. Suggestions appreciated, thank you.
Message 36 of 186
Star

Re: Arlo pro base offline

Exact same thing for me - I can only sign in to app or web site if I turn WiFi off at home. But base station won’t connect no matter what. Stopped working in the wee hours last night. I’m assuming ATT put out an update overnight that somehow caused this. Arlo, please help us!
Model: VMB4000 | Arlo Pro/Pro2 Base Station
Message 37 of 186
Star

Re: Arlo pro base offline

FWIW I just contacted att support. They said they were aware of the issue and it should be resolved in 4-5 hours so to check back then. Fingers crossed.
Message 38 of 186
Guide

Re: Arlo pro base offline

Same exact problem with my system.  I've had it for 2 years, no major issues until today.  I am also on AT&T.  Same issues with my mobile device.   The base is not connecting to the internet.

 

Also tried from my work computer and no luck there either.

 

I've seen no posts from Arlo admins and had no luck getting a chat initiated in the support page.  Where are the admins and techs?  Is Arlo even monitoring this community board?

Model: VMB4000 | Arlo Pro/Pro2 Base Station
Message 39 of 186
Aspirant

Re: Base station not connecting to the internet

I have T-Mobile and AT&T cell phone lines and both aren’t working. I also have Spectrum as my house’s ISP.

I reset the whole system, the wifi router, the internet router, and the base station again today and still after 15 minutes, it stopped working.

My phones are connected to the 5 GHz wifi band and I have been testing it on my mobile phone’s cellular signals. Same thing with my laptop on the 5 GHz wifi.

Everything connected on the wifi router (e.g. AppleTV, phones, iPads) still works fine.
Message 40 of 186
Guide

Re: Arlo pro base offline

I'm having the same issue that all of you are having. I contacted Arlo and called back (3) times. The first incident was that the Arlo Rep was not listening to my issues. I hung up. The second rep and I went through the process of their script by unplugging the base units and plugging them back in, so on, so on and so on. I reset my router/modem numerous times. I explained to them that I couldn't even get onto the "Login" website. I explained to them that I beleived that it was on their end. Usually when I run into this issue, if it were an AT&T issue, I was, at least able to login onto the Arlo website, this time it was a no-go. The second rep told me that it was AT&T and that my "Ports" were not open. He told me to request AT&T to open ports, 80, 123 and 443. Once open, he said, that will fix the issue. I explained to this rep that, "If this doesn't work, what else can I try?" This rep said, "NO, this is the issue. Call AT&T to open those ports." I called AT&T and we went through and opened all the ports listed. But still no avail. I called back and spoke to the third rep. We went through the entire gambet again, numerous times. She made me uninstall both my base units since I have 9 cameras in various locations of my residence. We isolated by cell phone as a point of source to open the website and still no avail. We went through each of the base units removed them from the settings and still "NO INTERNET" is being attached to the base unit. I don't think it's AT&T. I think it's something on the Arlo end. Yet, again, Arlo is blaming the ISP's. They always are quick to shift the issues to someone else and not taking responsibility for possibly their mistake. It's frustrating and this entire process took about 3.5 hours of my time. What a waste!!! They told me that they would have a response within "48 hours". THIS IS UNACCEPTABLE!!!! I seriously predict that Arlo will be going out of business soon if they can't get better qualified Tech Support and get rid of these unknowledgable reps that "Represent NETGEAR/ARLO". It's just BAD BUSINESS. 

Model: VMB4000 | Arlo Pro/Pro2 Base Station
Message 41 of 186

Re: Base station not connecting to the internet

I’m confused. Arlo uses Ethernet and a proprietary wireless protocol to talk to the cameras so WiFi shouldn’t have anything to do with it.

The fact that a bunch of people spontaneously had the same symptom at the same time while never seeing it before suggests an Arlo problem. I put all my money on an Arlo problem.

So I’d just recommend either waiting it out or wait until this thread hits a few thousand comments and maybe someone from Arlo will respond.
Message 42 of 186
Aspirant

Re: Base station not connecting to the internet

Oh really? So I can actually connect the base station straight to the ISP router and not the wifi router? I’ll try that out when I get home.
Message 43 of 186
Aspirant

Re: Cannot Log In to Arlo App on WiFi

Having the exact same issue.  Can log into the social features (like this) but cannot actually log into the Arlo system on anything--desktop, laptop, or iPhone--if I am on wifi.  Can log in using data, though, and all other internet function is working on all other devices

Message 44 of 186
Aspirant

Re: Base offline since this am

Base has been offline all day. ATT Uverse here as well. No acknowledgement from Arlo on Twitter. Very frustrating. After 3 years never had this problem.
Model: VMB3000 | Arlo Base Station
Message 45 of 186
Aspirant

Re: Base station not connecting to the internet

I'm on ATT Fiber and have the same exact problem as other people... 

 

 Going on since this morning.  AT&T Fiber is my provider, and everything else seems fine except for Arlo.  Can not access website (arlo.netgear.com) through browser (Chrome) nor my phone's app (IOS).

 

Internet light is also amber on base station.

Message 46 of 186
Aspirant

Re: Amber lights. Please help.

Anyone else having the same issue? I wonder if it’s an ATT thing. I’ve still got no internet connection on my base
Message 47 of 186
Community Manager

Re: Base station not connecting to the internet

This issue appears to be isolated to only ATT users. We're currently investigating the issue and apologize for any inconvenience caused. I will provide an update as soon as we have more information.

 

JamesC

Message 48 of 186
Aspirant

Base Station Is Offline For 2 Days

hi my arlo base is offline for 2 days, i did all the troubleshoot. And still no luck. How can I claim the.warranty?

Model: VMC4030 | Arlo Pro Wire-Free Camera
Message 49 of 186
Aspirant

Re: Base station not connecting to the internet

Odd...I don’t have ATT as an ISP, I have Spectrum. This issue, unlike the others commenting, has been ongoing for almost two weeks.

I did connect the base station straight into the ISP router (not the wifi) because I was oblivious to the fact that the base station has its proprietary wifi signal, and again it worked for about 15 to 20 minutes and now isn’t working anymore on both mobile and my laptop.

My base station’s online light isn’t amber either. It’s green but blinking intermittently.

So idk...there might be two issues going on at the same time.
Message 50 of 186