topic Re: Arlo bell not connecting correctly. in Broadband

Arlo bell not connecting correctly.

MarkC15 — Thu, 13 Feb 2025 09:53:48 GMT

I am having difficulty connecting an Arlo bell to my Sky router. After processing through the set up the device constantly says 'offline'

i have contacted Arlo and they provided the following advice.

Ensure ports 443, 123 and 80 are open on the router.
Make sure that DHCP is enabled
Please turn off MAC filtering on the router
Arlo devices support only the Wi-Fi Protected Access 2 (2WPA2) security protocol. WEP and WPA security protocols are not supported due to known security vulnerabilities. You can verify that in your router’s settings.
Ask your Internet service provider if your router uses Wifi6. If YES then please ask them to turn it off as well since it might cause issues with Arlo system.
Make sure 5GHz frequency is disabled in router settings, or if frequencies are split, that 2.4GHz and 5GHz have different SSIDs.

I can see from the Sky App how to open ports, I can also turn off 5G bb whilst going through setup. I can also access the router and turn off Mac filter and see DHCP is enabled.

How is wifi6 turned off??

Re: Arlo bell not connecting correctly.

Lisa-P1987 — Fri, 14 Feb 2025 09:18:08 GMT

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Arlo bell not connecting correctly.

Addie15 — Sun, 16 Feb 2025 09:30:23 GMT

Update-We are closing this invite now due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.