AVD1001-SN ARLO does not connect to wifi. Arlo replaced unit, still does not connect.

[EarlWojo22]

`I have the Arlo Video Doorbell.  It does not connect to wifi.  Arlo replaced unit, still does not connect. 

I have an open case that has been escalated to Tier 2 support.  

I have been waiting for three days now for a call back.  I have called in each day.  Now I have been told that the ticket was not "approved" for a call back.  Further the support technicians are too busy helping other customers to call back.  

Not what I would rate as acceptable customer service!  

Product does not work, and help desk too busy to help.  

Now I have to decided if I really want to keep this product and continue to wait on hold hoping that someone will help or just return the product.  

I can provide a case number if needed. 

[JamesC]

EarlWojo22,

I will take a look at your support case and request an update.

What model router are you using? At what point during the setup vor the Arlo Video Doorbell do you encounter an issue?

JamesC

[EarlWojo22 · Accepted solution]

My problem has been solved, with help from VAL Level 2 support.  Thanks Val ! 

Complicated root cause identification.  Two factors caused problem with connecting doorbell to wifi:

1) 2.4 & 5 Ghz had identical names

2) connecting to guest network segment instead of internal

1)  Solution:  use unique names for 2.4 segment and different unique name for 5.0 segment.  I am using a Linksys EA6900 router.  By default, when configuring router and naming wifi bands, router assigns same name to both the 2.4 AND 5.0 Ghz segments.  With identical names, could not force doorbell to connect to the 2.4 segment. 

2) Solution:  connect doorbell to same network as base.  the Linksys router supports both a GUEST network segment and an internal network segment.  The guest segment limits network traffic to the internet only.  I was trying to connect the doorbell to the Guest segment.  the GUEST segment was not the same segment to which  the base station was connecting .  

Once I had provided unique names to each network segment and connected to the internal network (and not the guest) the doorbell was able to establish a wifi connection.  

[jguerdat]

You should now be able to revert back to the same SSID for both bands if you wish. It's the setup that's the problem which shouldn't be an issue now.