Connectivity issue with Arlo door bell

[Vijay+Singh]

Hello Everyone,

I have recently moved from Virgin to Sky broadband. I am facing issues connecting my Arlo doorbell after the switch over. Initially it looked like it was due to the 5 GHz bandwidth. I have recently split the 2.4 GHz from 5 GHz but still no luck. The moment I try to scan my Arlo device the WiFi signal on my mobile drops and the sync fails.

The tech support at Arlo have asked me to check if there are any unopened ports on the Wifi side. I called the Sky technical support today and they told me to ask on the community.

Has anyone faced this issue with Sky Wifi please let me know how you resolved it.

Kind regards,

Vijay

[jamesn123]

@Vijay+Singh 

No ports are required to be open on the Sky hub. Is it possible the signal just isnt strong enough? Are you able to move the doorbell closer to test?

[Vijay+Singh]

@jamesn123  thanks for your response. I have been doing this standing right next to the hub. Its not only the door bell but even the chime doesnt connect. I never had any issues with Virgin and ever since I have moved to Sky the connectivity isnt working.

The Arlo technical team have mentioned that it can be due to any communication ports not opened on the hub.

[TimmyBGood]

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@Vijay+Singh wrote:

I have recently split the 2.4 GHz from 5 GHz but still no luck.

Is that unsyncronised and renamed?

The moment I try to scan my Arlo device the WiFi signal on my mobile drops and the sync fails.

Which make of mobile? 

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[Vijay+Singh]

Hi @TimmyBGood ,

Yes the two networks are unsynchronized and renamed. I am using a One Plus 3.

Thanks...

[jamesn123]

@Vijay+Singh 

And you are connect to the 2.4ghz SSID on your phone while you are trying to connect them?

[Vijay+Singh]

Yes I am connected to a 2.4 GHz SSID when I am trying to sync the door bell and the chime.

[Vijay+Singh]

I have just used another wifi router ( Three Network Mobile Wifi) and I am able to connect the chime using it. Its not connecting if I am using the Sky wifi router.

So there is a chance something on the router is blocking the sync communication.

[jamesn123]

@Vijay+Singh 

No nothing would be blocking it on the Sky hub or this forum would be filled with posts from other users with the same doorbell not being able to connect.

[Mb26]

Hello @Vijay+Singh 

did you ever get a resolution for this? I'm having same issue and can't get anywhere with sky or arlo

so I was with virgin, moved to sky... cameras worked fine with virgin (I have arlo pro 3, plus wireless chime doorbell)

as soon as I tried to connect to sky, it won't, troubleshooting says make sure it's a 2.4 ghz 

I have tried standing next to the router, I have even took the cameras to my friends house who has sky and it does the same thing there where it won't connect 

Iv called sky this morning and they confirmed I definitely have 2.4ghz but they couldn't help any further

I'm at my wits ends now I don't know what to do having £100s worth of cameras I can't use and now stuck in a contract with sky

did you manage to get yours connected 

[CARMELAC]

Im literally having the same issue and it's ridiculous there's no solution! 🤷🏻‍♀️

[Vijay+Singh]

Hi Everyone,

Its still not working for me... I have literally given up on this as I dont see any resolution either from Sky or Arlo and I have more important things to do in life so I have just moved on.

One update is that I got a mobile router from 3 network and tried to connect the Arlo chime thru it and it connected. And it doesnt connect on the Sky router. So there is something on Sky router that is not allowing the connection which was allowed by the 3 network router.

[Recordings+stored]

Hi. I have the same problem, so sorry i cant help, but wondered if you would advise mexexactly what to do to connect my 2.4 door bell via my 5gb hub please, in step by step moves

Thank you Neil

[cookiemonsteruk]

@Recordings+stored 

Below is the full process to seperate thdm wifi

https://helpforum.sky.com/t5/Broadband-Talk/How-to-separate-WiFi-bands/ba-p/3530610

This is a more concise step by step

- Log onto router and go to wifi
- Go to 5ghz band and untick synchronise 2.4ghz and 5ghz
- Go to 5ghz ssid and add -5g at the end
- Save
- Go to individual devices and assign wifi band accordingly

[CARMELAC]

Thanks - I'll read the full article, however, the high level steps don't work for me as there's no frequency option on my wifi. If no joy, I'm complaining to Arlo as some of us now have an expensive item that's no longer fit for purpose which is unacceptable.