Arlo Keypad Sensor Hub cannot find internet

[JLS5150]

We set up cameras and decided to move forward with the whole home security.  I can't get the keypad hub to find an internet connection.  During a long chat, it was possibly concluded that it needs 2.4ghz.  My router is dual band and we had no problem setting up the cameras so I am hesitant to that answer.  Has anyone had experience with this and any resolution?  

[StephenB]

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@JLS5150 wrote:

 I can't get the keypad hub to find an internet connection.  During a long chat, it was possibly concluded that it needs 2.4ghz.  My router is dual band 

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FWIW, my Orbi router is triband (with one network name, and no way to disable radios).  But I was still able to re-install my keypad a couple weeks ago.

Still, see if you can disable the 5 ghz radio temporarily in the router settings.  

Is bluetooth enabled on the phone?

[JLS5150]

Thanks for the reply.

I do have Bluetooth enabled.  I did go ahead and turn off the 5.0 in the router, but still got the same error message. 

[StephenB]

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@JLS5150 wrote:

Thanks for the reply.

I do have Bluetooth enabled.  I did go ahead and turn off the 5.0 in the router, but still got the same error message. 

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Are WPA2 connections allowed in the router settings?

[BrookeN]

Are you still seeing this same behavior?

[JLS5150]

Yes - I was on with chat support last Wednesday and went through every step (again) that they could recommend.  They finally asked for me to reset the unit and the unit would not even do a reset.  I feel at this point, the unit is defective, but they keep wanting me to try the same steps over and over again.  I can't believe that this would be that difficult to install if I was able to setup the cameras on the same network, but they keep citing it is my network. 

[BrookeN]

Can you please dm me a callback number as well as a good time to call. That way I can have support look into this further. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off.

[BrookeN]

Thank you for providing that information. I have reached out to support, they will be contacting you as soon as possible. 

[JLS5150]

They changed it to tomorrow at 1.  I was clear when I was available.  So I went ahead and started another chat.  They insisted on trying to troubleshoot some more.  I have done everything they wanted in each chat.  The last they had me do was try to reset the unit.  The unit wouldn't even reset - which wasn't that hard but it would just beep at me.  I asked for a replacement.  They said that I needed to complete a few more troubleshooting suggestions.  I did one which was to do a speedtest and how many units were on our wifi.  I answered that, than they wanted me to connect the keypad hub again.  I said no - it is boxed up to be returned and if there was more troubleshooting suggestions why hadn't they posed this in the other chats.  After the unit couldn't be reset, it was left that they were going to forward the issue to another department.  But on the email of the chat they said - WFC -which I am assuming means waiting for customer.  No - you weren't waiting for me.  I thought there would be transcripts of the chat and would see all that I have done.  Either way, I gave it a shot and the cameras were easy to install - I don't think an average person would be able to understand and install Arlo security system.  I am not a tech genius, but I do have the ability to understand a few high level things - like changing my network to 2.4ghz - and I can follow troubleshooting instructions as they have given me - but the time and effort I have put in to trying to get this hooked up to my system has drained me.  I don't understand how the cameras could be so easy and this unit won't.  Anyway,  I really did try everything and I am exhausted so I am returning.  I will get that to Fed Ex by tomorrow.  I am disappointed, I really thought this was a great solution for my household and had high hopes for it.

[BrookeN]

Before you send it back, let me escalate this up for you. We can get it working, if you would like to try before sending it back please let me know and I will have someone contact you.