Arlo Doorbell V2 (AVD4001Aer1.3) Can't answer calls when connected to 4G or 5G can on local wifi

[Colorado42]

Hello,

I'm hoping someone can help me (I hope this is the right place to post this discussion). I have an Arlo video doorbell V2 and it all works fine when someone presses the doorbell button (i.e. phone rings and call can be answered normally).  This only works properly when my iPhone is connected to the local Wifi network and I can answer the call and connect to it and see video and audio. If I am out and connected to the internet via 5G or 4G, my phone still rings and when I answer it, it shows a grey screen with a spinning wheel and the call counts until 30 seconds (without connecting to video or audio) and then drops out to the Arlo app dashboard. 

Firmware says no updates (1.5.0.1059_eb10395) so there's nothing to update.

I've checked that the app settings allow mobile access as per a similar support discussion I found and it it set to allow mobile data. I tried turning that off and then on just in case with no change. 

Tested the issue on two separate iPhones (12 Pro Max and 13 Pro Max) running latest iOS and the problem is the same. 

I've logged a support call and they suggested I reduce the resolution to minimum (which I did) with no change in result. 

I'm hoping there is a solution out there because I already had a video doorbell so I bought this specifically to be able to be contacted if I wasn't home and someone was at the door. 

Thanks for your time. 

[alex_loo]

the different between local wifi and outside mobile makes me think about something not working/efficient on the ARLO cloud side.

Have you tried this on VPN back home wifi, when you are on 4G/5G?

Alex

[Colorado42]

Hi Alex, 

Thanks for the reply. I think you're onto something! I switched on a VPN (Private Internet Access) on the iPhone when on 5G and then connected to Sydney Australia (I'm in Australia) and rang the doorbell, it worked correctly! The question is, what is causing it not to work without the VPN?

Any thoughts? 

Thanks, Paul

[alex_loo]

I am in Australia too!  Sydney 😉

Did you say you just VPN to Sydney from your mobile, instead of setting up a VPN from mobile to your home router?

That would be interesting if that get better.

Alex

[Colorado42]

Yes! I just turned on the VPN, connected to one of the cities available and as soon as I did that, it worked. I guess I could run with the VPN all the time but I'd rather have it work even if the VPN is turned off. 

Thanks for your help so far!

[Colorado42]

Hi Alex, 

I do have a few Arlo Pro Cameras that I haven't gotten around to setting up yet. I could try adding them to my account and then I could test them in same way. I'll do that in the next few days and come back and report back as to whether those cameras also only work when using a VPN off site. 

Regards, 

Paul

[Colorado42]

I can connect the the doorbell normally, without VPN over 4/5G, watch the feed and speak over audio. The only issue is the calls can't be answered properly unless using a VPN on the iPhone. I've done a factory reset and repaired the device but the issue persists. 

[alex_loo]

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@Colorado42 wrote:

I can connect the the doorbell normally, without VPN over 4/5G, watch the feed and speak over audio. The only issue is the calls can't be answered properly unless using a VPN on the iPhone. I've done a factory reset and repaired the device but the issue persists. 

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I don't quite understand the issue that "the calls can't be answered properly".  Could you describe more?  What is the proper good user experience?  What is happening now instead?

Sorry for this question from a non-doorbell-owner 😅

Alex

[StephenB]

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@Colorado42 wrote:

I can connect the the doorbell normally, without VPN over 4/5G, watch the feed and speak over audio. The only issue is the calls can't be answered properly unless using a VPN on the iPhone. I've done a factory reset and repaired the device but the issue persists. 

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What router do you have (manufacturer and model)?

There are several possibilities

• your phone service provider might block over-the-top SIP calls
• your isp might blocking SIP
• your router might have a SIP ALG (application layer gateway) that could be getting in the way.

When you say "the calls can't be answered properly", do you mean that you aren't receiving them at all?  What exactly is happening when you try to answer them?

[Colorado42]

Hi and thanks for your message. 

It's a TP-Link Archer VR900 v2.0 running the latest firmware. 

What happens is that when the iPhone is connected to the wifi network locally and the doorbell is pressed, the phone rings and when you answer, within a second or two, you see the live camera feed with a mute button, red hangup button, call duration etc... and everything works as expected. 

If the phone is then disconnected from the local wifi and connected to the internet via 4/5G, the phone still rings when the doorbell is pressed and you can answer it. The iPhone/Arlo app seems to think a connection has been established because a call duration counter starts at the top of the communication screen but instead of a camera feed, the window is grey with a spinning wheel with no audio present either. After the call duration counter reaches 30 seconds, the screen closes and you are returned the the Arlo dashboard within the Arlo app. 

If however, you connect the iPhone to a VPN (in my case Private Internet Access) over the 4/5G network, the answering process proceeds correctly with a live feed and audio appearing as normal. 

I logged into the TP-link router and tried turning ALG features off and the same behaviour was observed (i.e. it still worked normally over local network but not over 4/5G without VPN). 

I'm with Aussie Broadband as my ISP (VDSL2 - NBN fibre to the node). I could ask them about whether they are blocking SIP but if they were, shouldn't the same behaviour happen regardless of a connection to a VPN?

I'm also with ALDI mobile on the Telstra network on the iPhone. 

Let me know if there's anything else that might help with thanks. 

[alex_loo]

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@Colorado42 wrote:

I'm also with ALDI mobile on the Telstra network on the iPhone. 

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I tend to agree with @StephenB  that the issue is with the lack of support of VOIP, by ALDIMobile.  I was previously ALDI mobile user too, and had not been able to enjoyed the Wifi-calling feature (something similar to VOIP) that was already advertised and "made availalble".

To prove that your issue has nothing to do with home wifi connection or not --- curious to see if you have a chance to have your mobile WIFI-connected to somewhere non-home?  Say the WIFI from your neighbour, or hotspot from a library.  How would the ringing/ live feed/ hangup situation become?

Alex

[Colorado42]

That's a good idea to try. I might go around to a friend's house and connect to their wifi, get someone to press the doorbell button back at my house and see if I can answer the call with video/audio working properly. 

I'll try this and report soon.

[StephenB]

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@Colorado42 wrote:

I'm with Aussie Broadband as my ISP (VDSL2 - NBN fibre to the node). I could ask them about whether they are blocking SIP but if they were, shouldn't the same behaviour happen regardless of a connection to a VPN?

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The encrypted VPN connection would bypass any blocks between the doorbell and the phone.  It wouldn't bypass any blocks between the doorbell and the Arlo clould.

Based on your symptoms, it is clear that the SIP signalling channel is not being blocked (since you are receiving and answering the call).  It sounds like the media transport is being blocked (or not getting through), and after the 30 seconds the call is timing out. 

Have you tried reducing the video resolution in the doorbell settings?

[Colorado42]

Hi,

Yes, reduced the video resolution to minimum (with no change) and I noticed something else today as well. The call screen offers the option to select pre recorded messages such as "Please leave the package at the door" and "Please come back later" etc... I am able to select these messages after answering the call but they do not play at the doorbell when the grey screen 30 second timeout call answer is happening. That makes me think it's still trying to establish contact but unsuccessfully.  Those pre recorded messages do play normally as well when I can see the live view on local wifi. 

Also, I tried connecting the iPhone to local wifi halfway through the 30 second grey screen/spinning wheel call answering process and as soon as the phone connected to wifi, the grey screen went live and audio came through as well. 

I will still try going to a friend's house and connecting there just to I guess further explore the 4G/5G possibility. I should be able to try that today. 

Thanks again for the help and suggestions. It's really appreciated. 

[Colorado42]

Here's an update regarding trying a call on another wifi network away from my home. This worked as normal with no issues. Makes me think maybe there is something causing a problem from the Aldi Mobile 4G/5G network. The "Network Selection" within the iPhone Mobile settings section says "Telstra Wholesale". Perhaps the next thing I might try is inviting someone who's on anything that isn't Telstra Wholesale to be a member of our Arlo doorbell group and see if that phone can answer calls that come in. 

Any other suggestions anyone can think of would be greatly appreciated.