Arlo Video Doorbell Wire-free AVD2001B not calling phones but ipads are fine

[jeremykei]

Had a series of bad experiences with the support team.

The doorbell works and SIP calls 3 of our ipads with no issues when someone presses the button at the gate. However it does not call our phones. We have master account on 1 of the iPhone and 1 on the iPads. The other iPhone and 2 of the ipads are on a user account. 

We restarted the phones after reading some forum advice it may work. It did work for  one or two calls, then fails again. As of this week it totally fails to call the phones but the ipads do receive video calls when someone presses the doorbell button at the gate.

The support team (and L2 purportedly) refuses to explain why ipad rings and iphone (now) fails, insisting the doorbell is out of warranty and we should contact the hardware seller, when we are in fact having problems with the subscription as a paying customer every month for years.

We tried what the support says, to remove and setup the doorbell again, which took us a whooping 2 hours due to failures. Obviously it solved nothing since the ipads are still getting video calls and the iphones are not. One is an iPhone 15 Pro Max the other is a 13. Support kept repeating this is an 'isolation' exercise but refuses to explain why the ipads are getting calls while the iphones are not despite multiple attempts to ask across multiple sessions. This is extremely exasperating and Arlo as a company should look into how support is handled reading the flood of chagrin across these threads.

Any advice is gratefully appreciated!

[jeremykei]

Additional Background Information:

- Doorbell firmware is latest with no updates available.

- Latest iOS version on all iPads, iPhones.

- Latest Arlo mobile app on all iPads, iPhones

- Mute is OFF

- Phones were receiving calls till they started dropping off (missing calls) but getting notifications over a week ago, then all stopped.

- Still getting notifications on both iPads and iPhones, just no calls to iPhones, but getting calls to iPads without issues.

- No changes done to hardware beyond typical battery swaps. 

- To regurgitate: iPads are receiving calls fine on both Master and User accounts. 

Thanks again for the advice.

[Edinburgh_lad1]

If the doorbell is calling iPads but not iPhones in your household, then it's clearly the iPhone issue, more likely with permissions to receive calls. Try to reset the app on your iPhone (I have android and there's an option in Android to clear cache and user data, as well as forcing stop the app).

This might help - it looks like on apple, you also have to delete the user data on the cloud: https://www.digitalcitizen.life/reset-app-iphone/

[jeremykei]

Some updates. So it was working NEAR PERFECTLY on both user + master iPhones for almost a week. Then this week it's missing SIP calls again. Nothing was updated or changed on any "hardware". If its a software running on a Windows or Mac, we dun usually blame the hardware, we just reboot and the OS or App usually recovers, which is the advice we took with this "iPhone hardware" and it worked a few days. Lets see.

Support keeps insisting this is a hardware out of warranty issue and its the doorbell we need to "go back to seller" (which is Amazon + local disty), we spoke to some industry people and they disagree. If we're still receiving notifications from the "Arlo Backend", clearly the doorbell press triggering is activated and notifications sent. However even Arlo L2 Support selectively ignores this fact and insist we approach the "seller" which doesn't compute at all.

We suspect its software, and perhaps even the Arlo backend, but support (and L2) keeps berating us we need to change the doorbell hardware even when we're paying for subscription for notifications and calls. We dun get it. If GMail has a problem and its on the "cloud" like Arlo, and we get ALL the notifications but not all the calls on the iphones (100% on ipads) then it should be narrowed down the the iOS app version on iphones and the push triggers for the calls on grounds of reasonableness with empirical evidence to wit.

[jeremykei]

I tried to post, it appears the posts disappear. So I'm going to try replying to see if there's censorship on the Arlo forum. This happens to other posts too based on our collective understanding in other non-Arlo forums.

Some updates. So it was working NEAR PERFECTLY on both user + master iPhones for almost a week. Then this week it's missing SIP calls again. Nothing was updated or changed on any "hardware". If its a software running on a Windows or Mac, we dun usually blame the hardware, we just reboot and the OS or App usually recovers, which is the advice we took with this "iPhone hardware" and it worked a few days. Lets see.

Support keeps insisting this is a hardware out of warranty issue and its the doorbell we need to "go back to seller" (which is Amazon + local disty), we spoke to some industry people and they disagree. If we're still receiving notifications from the "Arlo Backend", clearly the doorbell press triggering is activated and notifications sent. However even Arlo L2 Support selectively ignores this fact and insist we approach the "seller" which doesn't compute at all.

We suspect its software, and Arlo backend, but support (and L2) keeps berating us we need to change the doorbell hardware even when we're paying for subscription for notifications and calls. We dun get it.

[ShayneS]

@jeremykei 

Does this still occur with the latest version of the Arlo app 4.19 on all devices?