Eero Xfinity Arris Surfboard - base station offline but appear connected to router/internet

[j_s_r]

We have Xfinity internet, Arris Surfboard modem, Eero mesh router, and TP Link Ethernet hub/switch. We've wired the Arlo base station to the Ethernet switch and also tried it wired directly into an Eero device. The internet connectivity light on the Arlo base station turns green, which means it is connected to the internet; however, the Arlo app says the base station is offline and the app can't find the base station. Eero has performed port forwarding, but it still shows offline. Does anyone know what the problem might be?

[ShayneS]

Hi @j_s_r

Have you tried to contact Customer Support regarding this issue with your modem/router. I will attach the link here for you Arlo Tech Support

[Jerrygg]

Don't waste your time with support. They do not answer the phone and online chat does not connect.

[jguerdat]

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@j_s_r wrote:

We have Xfinity internet, Arris Surfboard modem, Eero mesh router, and TP Link Ethernet hub/switch. We've wired the Arlo base station to the Ethernet switch and also tried it wired directly into an Eero device. The internet connectivity light on the Arlo base station turns green, which means it is connected to the internet; however, the Arlo app says the base station is offline and the app can't find the base station. Eero has performed port forwarding, but it still shows offline. Does anyone know what the problem might be?

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What do all LEDs show on the base? You should have green power, Internet and Camera LEDs. Is this a new installation you're trying to set up?  If so, try holding the reset button until the LEDs flash amber. Let the base reboot until the power and Internet LEDs are green - the Camera LED can be off or amber. Try claiming the base again.