Arlo|Smart Home Security|Wireless HD Security Cameras|NETGEAR
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Aspirant

Re: Horrible Customer Service!

Shayne, it is the “known issue” with set up of the 3500 base. My ticket #is 40680724.
Message 101 of 123
Aspirant

Re: Base setup fails (VMB 3500)

I’m having the same problem! My app will find the base, but the moment I try to “rename” it, it fails. No device found. We bought this for Christmas & now I wish I did more research before buying this camera. If anyone finds a solution, let me know please.
Message 102 of 123
Star

Re: Base setup fails (VMB 3500)

Sorry to be the bearer of bad news!!! No Solution found!!! Return Return Return!!
Message 103 of 123
Guru

Re: Base setup fails (VMB 3500)

Has anyone swapped at the store and found that it works using a different base?

Message 104 of 123
Aspirant

Re: Base setup fails (VMB 3500)

Same issue they want,to send me an,old 3000 base with no resolve, the customer service lady was rude.
Message 105 of 123
Arlo Expert

Re: Base setup fails (VMB 3500)

Hi guys,

 

We worked with the team to try to get to the bottom of this. We were able to come up with a workaround, go ahead and try the following:

 

REBOOT the Basestation

1. Follow these instructions (https://kb.arlo.com/1057976/How-can-I-reset-my-Arlo-base-station-to-the-default-values) 

 

If this does not do the trick and you are unable to add the basestation, then move on to this workaround. This requires to be done on a computer and NOT a tablet or mobiel phone. 

 

1. Visit (https://my.arlo.com/#/login) from your computer, make sure it’s connected to the same network as your base station

2. Select "New to Arlo?"
3. Select Base Station and follow steps.
4. After the Base Station is Discovered, enter a new email.
5. To use the original e-mail you had:
a. Login to Arlo with the original email.
b. Go to ‘Settings’ -> Account -> Profile.
c. Change your e-mail into something else and click Save.

 

Please see if this helps. 
d. Login to Arlo with the new email (where the base station is onboarded).
e. Change your e-mail into the original email and click Save.

Message 106 of 123
m3a Aspirant
Aspirant

Re: Base setup fails (VMB 3500)

I have spend WAY TO MANY HOURS ON THIS ISSUE. When I try to register my device I get Aria account creation failure using a PC. When I try with a mobile I am automatically logged out. Calling support I hear this is a known issue and engineering is working the issue. Reading this thread this issue has been know for a long long time. A replacement is required. The real kicker is I just setup an Arlo unit at the firm where I worked and there was NO issue.

Message 107 of 123
Guru

Re: Base setup fails (VMB 3500)

So, did you try the steps liste in the post above yours?

Message 108 of 123
Aspirant

Re: Won’t Connect Base Station

Mine too, Ive tried the app and the laptop.  Ive been trying for hours.

Model: VMB3500 | Arlo Base Station
Message 109 of 123
Arlo Moderator

Re: Won’t Connect Base Station

Hi @MysLopez,

 

Have you tried the accepted solution that Louis_ArloPM suggested?

Message 110 of 123
Star

Re: Won’t Connect Base Station

Sorry just returned the DAMN thing!!!
Message 111 of 123
Aspirant

Re: Won’t Connect Base Station

I never could get mine working. I finally told Arlo that they should replace my base with an upgraded model if they couldn’t get it working. They sent me a used lower 3000 model. It did work but I think it is really awful of them when I paid for a new newer model. They were even going to charge me shipping.  They should own up and replace everyones base. 

Model: VMB3500 | Arlo Base Station
Message 112 of 123
Guide

Re: Won’t Connect Base Station

Yes, that is pretty ridiculous if they think that is a satisfactory solution.   I returned my sytem back to Wal-Mart and got a refund.   

Message 113 of 123
Guru

Re: Won’t Connect Base Station


@Sue99 wrote:

I never could get mine working. I finally told Arlo that they should replace my base with an upgraded model if they couldn’t get it working. They sent me a used lower 3000 model. It did work but I think it is really awful of them when I paid for a new newer model. They were even going to charge me shipping.  They should own up and replace everyones base. 


FWIW, I like the old base better - much more stable (as in won't rock like the 3500) and has the connections on the back. It also has a power switch - maybe not a big thing but still...

 

Message 114 of 123
Aspirant

Re: Base setup fails (VMB 3500)

Did you ever get this resolved?  Same thing is happening to my daughter and no resolutions are posted, except all the BS she already tried!

Message 115 of 123
Aspirant

Re: Base setup fails (VMB 3500)

So when you do all of these things, more than once and on different devices, and still not working - then what?

Message 116 of 123
Highlighted
Arlo Expert

Re: Base setup fails (VMB 3500)

Can you confirm that your daughter tried those steps adn on different devices and it's still not working?

Message 117 of 123
Tutor

Re: Base setup fails (VMB 3500)

Hi, I took my arlo system back to the store after the ridiculous solution presented above. I wound up purchasing a blink system. Had it set up in 15 minutes. I find it amazing in a bad way that a company would replace a new part with an old part and call it good. Seems to me that net gear doesn't really care about their customers only the bottom line.
Message 118 of 123
Star

Re: Base setup fails (VMB 3500)

My Thoughts exactly!!! Couldn't have said it better myself!!! What ever happened to Customer service??
Message 119 of 123
Aspirant

Re: Base setup fails (VMB 3500)

I can’t even return mine because i misplaced my receipt while moving & our Walmart here in Hilo, Hawaii does not accept returns without one *major eye roll. I’ve tried everything recommended & I honestly don’t know what to do at this point
Model: VMB3500 | Arlo Base Station
Message 120 of 123
Arlo Expert

Re: Base setup fails (VMB 3500)

To clarify, the workaround presented above is a path for those who are impacted to get up and running. We are still investigating how to address the issue, which is ultimately our goal.

 

With respect to the VMB3000 vs VMB3500, they are designed to meet the same spec. However, the intention should always be to replace a part with the equivalent or newer product. We're looking into this incident, but if this happened to anyone else, PM your incident number to help trace this down. 

Message 121 of 123
Tutor

Re: Base setup fails (VMB 3500)


As I stated above I returned the system to the store after waiting more than the time stated by your very rude customer service rep. As for your statement about trying upgrade parts it seems that if you are sending used or refurbished parts that the problem is larger than you would like to admit. As for me I don't have a dog in this race anymore. However I do have problem with vague answers and rudeness.
Message 122 of 123
Tutor

Re: Base setup fails (VMB 3500)

In the past at the Walmart in California where I'm at the customer serve people were able to look it up. Or if you used a credit card maybe they can help. Good luck.
Message 123 of 123