Arlo Pro Base Station VMB4000 Dreaded Orange Light

[Teresia]

Opened 2 tickets -  Agent at Netgear told me I would need ports open [80, 123 & 443]. Called my internet provider, verified the ports are open - suggested I get new router from them [changed out old XyZel router for new Comtrend router), Verified with provider ports are open. Plugged all up as directed by Netgear/Arlo. Still amber light on base for internet. Went to bed. Still the same next morning. Told to return product to Best Buy and get another one - the base is defective.  Drove 60 miles - exchanged product.  Hooked it up and still get amber light on base for internet.  Best Buy suggested we contact Geek Squad - did that - agent suggested we have someone come to our home - a charge of $99.00!  What is the deal?  Can't anyone help me?  This system sound great on paper and exactly what we need but I cannot even connect this VERY EXPENSIVE paperweight. Please - I need a real solution to this issue, I am not a geek - I am an average person.

[JamesC]

Teresia,

I've reviewed your case notes which indicate the issue has been resolved but do not say how. What was the issue you were experiencing?

JamesC

[Teresia]

Purchased Arlo Pro 4 camera system on 10-20-17.  (Today is 10-27-17) 

The base unit would not turn it's little light from amber to green on the internet indicator /light. 

I spoke with 2 different reps at Netgear [went through restart, reset, drove 60 miles and exchange the original unit]  and even  talked with 1 rep at Geek Squad (no one helped me). 

I called my internet provider again, [they had us return our router and exchange it - another 15 miles] as a last ditch effort - we were ready to return the Arlo system back to Best Buy and call it quits.  She suggested we try DIFFERENT PORT CONNECTIONS.  WOW!  she helped us - not Netgear, not Arlo Community, Not Geek Squad. 

All this said to say I cannot recommend any of these CUSTOMER support options to anyone I care for.  This was too much stress for us to endure for 7 days.

Thanks for nothing.

Very sincerely,

Teresia Beene

[jguerdat]

Sorry for the issues but I don't see how it's a Netgear problem.  You swapped routers twice which also changed the ports you used. Swapping ports being the fix seems to imply that something else was the problem such as improperly connecting the cable on one or both ends or the cable having an issue.  I don't mean to insult your intelligence or efforts but your solution seems a bit of a stretch.  Maybe I'm missing something.