Arlo base/cameras will not connect with new modem/router

[rbazzell]

I don't really have a question.... Just would like to express to everyone how unsatisfied I am with Arlo. I recently had to replace my modem/router. When trying to reconnect the arlo base/cameras it would not connect. All my other devices connected with no problem. I have had this for about 4 mths now. I called Netgear and they want to charge $109. 00 for them to reconnect it for me. This is a bunch of crap. I pay 400 and something dollars and you want to charge me more Money. I will tell everyone I know don't waste your money on this product.. I have unconnected everything it now using the base and camera's as paper weights. So whoever is considering this product. DON'T

[jguerdat]

There's no known reason that it shouldn't have started right up but, since it didn't, try a factory reset using the reset button alone until the LEDs flash amber.  Let the base initialize until you see both the power and Internet LEDs are green. (BTW, do you currently have those LEDs lit green? If not, what are they doing?).  In the meantime, remove all devices under Settings, My Devices and then use the Add Device button on the Cameras tab to add the base and sync the cameras.

Of course, if the power and/or Internet LEDs aren't on or green, you may just have a bad base that can be replaced under the standard 1 year warranty.

[JamesC]

rbazzell,

I would like to assist you in getting your Arlo system up and running. To better understand what could be causing the issue, we'll need a few more details.

What do you mean when you say "it would not connect", are you receiving an error message when you log in to your Arlo account or does the internet LED on the base station not turn solid green? What is the behavior of the internet LED on your base station?

What model is the new modem/router? Did you also switch your ISP?

JamesC

[rbazzell]

The first two green light are on, on the base. But, on your Arlo website it
does Not show being connected. I then tried to connect a camera and that
was unsuccessful. After trying a few more times I made sure everything was
deactivated, unplug the base, took the batteries out of the cameras and
started all over again with the same results (nothing). I even did the
factory reset test on the base. I still have
other devices working on this wifi modem as I type.

My modem/router model   SBG6580  Motorola Arris Surfboard and my ISP is
Charter.com

I would appreciate any help I could get with.

Thanks,
Rae

[jguerdat]

If I read this correctly, you already have an account but  no devices are shown as connected? Also, when you tried the reset, you used only the reset button by itself until the LEDs flashed amber?

If this is the case, use the Add Device button on the initial Cameras tab and add the base.  Once that's working, sync the cameras.

[rbazzell]

you are correct I do have a account already. I have tried to connect the base and camera's, both ways. I deactivated all of it, reset button, then new system setup (that didn't work.)  so then I just tried  to add the base again. (that did not work). Not sure what else I can do. the base is NOT connecting to this moden/router.

When I did this same process the first time around I didn't have any problems at all. This was not a difficult setup the first time. Now, I am not having any luck at all doing the same thing I did the first time. Not sure what else to do?

[jguerdat]

Contact support using the Support link above.  If it's a hardware problem, it's the only way to get it replaced.

[JamesC]

rbazzell,

You indicate you were not successful when attempting to add the base back to your existing account using the "Add Device" button on the cameras screen. You also indicate that the first two LEDs are greeen, this means the base is online and connected to the internet.

It sounds like the factory reset may not have been completed successfully. Try again by holding the reset button on the back of the base station until all LEDs flash amber. Allow the base station to come back online with a solid green power and internet LED and then attempt to add the base station back to your account. Log in to your Arlo account and click the "Add Device" button on the cameras screen and choose base station, follow the on screen prompts.

JamesC