Netgear Base Station VB3000 and Optimum's Altice WiFi system

[LouRJr]

About two months ago I converted my cable subscription to the Altice system.  I connected my Netgear base, via the ethernet plug and it imediately synced with my app and cameras.  About two weeks ago, I suddenly lost the snyc connection and no matter what I tried, it won't sync.  The base is good, tried it on a neighbors Modem.  Optimum says it must be a problem on my end but it has to be something with them. Is anyone else having problems between Arlo and using Altice?

[steve_t]

What LEDs are showing on the base?

[LouRJr]

Power and Internet are green.

[steve_t]

Cool. So the Arlo base station is powering on and has an internet connection. But you can't seem to sync the cameras, is that right?

[LouRJr]

No, not cool, as it won’t sync with the base unit itself which, you need before you can sync with the cameras.

[steve_t]

Given the LEDs, you should be able to see the base in the app. Is your device definitely on the same network as the base? There's no double NAT situation going on with the router?

[Miller98]

Same problem here it’s not our routers it’s not our modems. It’s arlo system taking peoples money. Mine worked fine till around Christmas now nothing. Can’t get help from company at all it’s like your chasing your tail. Arlo needs to get it together. Can’t get my base to connect in order to get camera to connect. I need these to work got a lot invested and can’t afford to buy another system. I know what I’m doing is correct and followed all the multiple ways of troubleshooting and nothing

[Miller98]

Well after a forever hold on phone 3rd time charm finally got a lady who helped us with customer support and resolved our issue. We were to point of wanting to pitch the system from the run around however what the Manuel or online doesn’t tell you is to reset base to factory reset is to go to base and push in the reset button and hold it in 30 full seconds then release and wait till the power and internet light turns green the camara light will remain amber at first. Now only power on one camera at time very important. Get one camera ready so push in sync button on base then press sync button on camera blue light will flash slowly till sync connects the will flash rapidly once connected and then repeat this with each camera. The base has to be reset In order to work again for us. We were signed into our account from beginning and talking with agent who helped us. Hope this helps someone else. Our problem to reset system was we were not holding in reset on base in long enough be sure 30 seconds then be patient till lights turn green can take up to 2-4 minutes. Best of luck