Base Station VBM4000 App not connecting

[DTomasi67]

I recently had to move and completely change accounts for everything with Arlo.  I cannot get my base station to hook back up to an app even though I created a new account.  All the lights are green but the app will not see the basestation.   I have pushed the reset button and unplugged the power button and the ethernet cable several times and nothing seems to be working.  Any further suggestions would be helpful.

[StephenB]

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@DTomasi67 wrote:

I recently had to move and completely change accounts for everything with Arlo. 

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Did you remove the equipment from the old account?

Did you delete the old account?

[DTomasi67]

Unfortunately, the old account was held by my husband who died, so I am trying to set everything up at my new home by myself.

[jguerdat]

Until the base is removed from the old account, you can't add it to the new account. @JamesC , @ShayneS , @BrookeN can you help?

[BrookeN]

@DTomasi67 first and foremost I want to extend my condolences for the loss of your husband. I would be more than happy to help you get the basestation off the old account. Can you please dm me a good callback number. 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]

@DTomasi67 Are you still needing assistance?

[DTomasi67]

Family emergency occurred. This will have to wait for me.

[RTIdaho]

Are having the same issue.  The device VBM4000 was removed but still cannot connect to WiFi/ app. Customer Support said the device was no longer supported as it had reached EOL End of Life, however it worked at our previous location. There was no indication or information in our products when we purchased them that one day if we moved our products would no longer be supported.  We spent thousands of $$$$ on their products and the services all to be told that they are no longer supported and they would gladly sell us new supported products… yeah right… for how long? 4 years.  This policy came into affect years after we bought their products.  We use to be supporters of their products but no longer and will be telling everyone we know how horrible their company support is.  I spent a couple of wasted hours of my life that I won’t get back talking to their tech support only to be told at the end that they no longer support their product.  I could have saved that time and grief if they had told me up front. Terrible customer service! 

[BrookeN]

Can you please send me a dm of a good callback number as well as a good time to call? 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.

[RTIdaho]

Tried to reply on the private message however received this reply “You have reached the limit for number of private messages that you can send for now. Please try again later.” again… another frustrating response from Arlo.  The serial # 

Arlo base station VMB4000

[BrookeN]

Thank you for providing that serial number. If you are able to message later, please provide the rest of the information needed. 

[RTIdaho]

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