Unable to connect to internet Pro 3

[Gooders]

Please, please can somebody help me.  Never before have I found it so difficult to get support from a company that you purchased something from.  You can’t phone them, the contact button doesn’t work, the ‘live chat with a technical expert’ doesn’t work.  Nobody joins the chat to help!  I’m not impressed.  I’m also a technophobe which doesn’t help.  The cameras were working fine until 3 days ago when we switched to a new EE internet package.  Now nothing.  I’ve followed all the instructions several times, got a blue light on the base station but a message saying ‘can’t find any Arlo devices’.  I’m frustrated almost to the point of tears!!  It’s driving me mad.  Please can anyone out there help?  I need these cameras working.  Thank you.

[jguerdat]

Did you remove the hub and cameras when you switched ISP? If not, there's no need to try to add them back since the only thing the system is doing is to use the hub, through the Ethernet cable, to get to the Internet. Normally, switching ISPs in cases like yours simply means disconnecting the hub from the old router and connecting it to the new one.

A reboot/power cycle of both your router and hub, in that order may help.

[Gooders]

Hi and thank you for replying to me.  We didn’t no, as we were away and had sitters staying here. We didn’t think to ask them to do that.  I have rebooted both the new router and the base station and a blue light is on the base station but I can’t access anything on the app.  The only option available is add a new device, no feed or anything.  When I try to add a new device, it says it can’t locate any, after a few minutes I might add!  I am now almost bald, pulled nearly all my hair out.  It is literally driving me nuts.

[jguerdat]

This sounds like you're using a different account to log in. Did you share your cameras with someone else? If so, you should click on Home and choose the bottom choice since each user gets a default Home location and the shared account needs to choose the owner's Home.

Anyway, verify that you're using the original login credentials, not shared ones.

[Gooders]

Hi and thank you again.  Both me and my husband are on the acct, havent shared with anyone else.  I have tried what you suggested and selected the bottom Home button, the location is correct, it still can't find any devices.  Its saying my details have expired but they hadn't until the new wifi was connected a few days back.  All the setting options are saying 'No devices connected'.  I'm completely bald now!

[jguerdat]

Since you're seeing 2 Home selections, (top and bottom) you have shared, unintentionally or not. That also means you're using the wrong credentials to log in. An account that was set up to see shared cameras can't add those cameras since the cameras are already in the original account.

Somehow you need to figure out the credentials to the original account.

@JamesC , @ShayneS , @BrookeN is there a way for support to help figure this out?

[ShayneS]

I have escalated your case & someone from support will be reaching out to you as soon as possible.

[Gooders]

So I have received a response already giving me a case number for cases outside Europe, blah blah blah, then went on to say ‘we are unable to help you today’ and gave me a link that took me straight back to the useless support page!   Ha Ha Ha Ha, sorry, that’s me laughing hysterically at this excuse for a company.   Talk about go round in circles.  How are Arlo still in business, seriously.

[ShayneS]

Did you locate the previous support options from the Profile icon > Support Center > Select device > contact method?

Are you getting any error messaging?

[Gooders]

I have literally tried everything there is to try and I’ve lost the will to live with this.  I don’t know why my husband chose Arlo, next time I’ll make sure to check the reviews and go with a company that cares and offers after sales support, rather than a company who’s reviews are 89% one star.  That’s pretty shocking.

[StephenB]

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@Gooders wrote:

  I don’t know why my husband chose Arlo,

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Are you using the same account that your husband uses?

If you aren't, then try using his account credentials in your Arlo app.

[Gooders]

I haven’t heard anything as yet and not holding my breath on this one.  What ever has happened here, and it would definitely be unintentionally, it needs sorting.  Maybe a complete reset, I don’t know but not paying a penny more.

[ShayneS]

@Gooders 

I have escalated your case to the appropriate team and you should be receiving a response soon. Please keep me informed so I can help monitor this for you.