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Comments
15 comments
Hi jerry.pritchard,
I am sorry you are experiencing some issues with your device.
I would like to remind you that the forum is intended for discussion and mutual support among Netatmo users. The moderation team is not obligated to respond to every message.
If you haven't already, you can review the forum rules here: Welcome to the Netatmo forum!
For personalized assistance, please submit a request through our Help Center. Visit https://helpcenter.netatmo.com/hc, select the product and article that best matches your issue, and click "Send a request" at the bottom of the article. Our Support team will then get in touch with you via email.
Have a nice day!
The firmware was rolled out in June. So I don't think it is the root cause... Try restarting the router and ensure the cam is connected to a 2.4GHz network
I have tried all the things recommended. Switching router off and on. Also switching power to camera off, leave for 2 minutes and switch back on. Nothing is working. You have previously indicated it was a PROGRESSIVE roll out. When exactly was my roll out carried out?
Please explain why other people on this forum are having the same problems as I am.
I don’t know if it was a progressive rollout… The last option is a cam reset (use the reset QR code).
IMHO the biggest issue is that Netatmo is not actively communicating any issues (at least I don’t see where). The support is trying it is best with the scarce resources it has!
I have the same issue. Last recording was on July 15th after changing to a brand new SD card a week before. Now it just doesn’t work. It won’t even read a QR code so can’t go through setup or do a factory reset. It seem likely that the issues are due to the firmware update.
Can we get a roll back?
Is there a Netatmo contact?
Same issue my camera disconnected on july 17th and now will not reconnect
Hi how do I contact them directly
I can't find a customer service number or contact
My camera cost 289 7 years ago and has never worked as Internet wasn't strong enough. Then last year waa sent new qr code still wouldn't connect.
I'm hoping to get another code and try once more 🫠
Is anyone actually looking at these messages? Its an absolute joke that people's cameras have just stopped working.
I have given up and bought a new camera from a different supplier. I won’t touch Netatmo again, nor will any of my companies!!
Has anyone had any answers? My camera has the same issues.
On 7th December my Netatmo Presence stopped working after 6 years. Coincidentally it was during Storm Darragh. It lights up when switching it on but there is no recognition of the QR code and no image. It seems as though the optical component of the camera has failed. This is contrary to the advertising blurb stating that it is a robust security camera built to last.
Technical support has told me that the problem is hardware failure which cannot be repaired. I have been offered a 25% discount code off my next purchase even though there is a 25% discount code already available (and even a 30% Christmas discount code available).
Poor response and an obvious lack of technical knowledge.
I might give them a second chance (but maybe not).
What is Netatmo going to do to help resolve this common problem?
I need the confidence in the company to encourage me to buy another Presence.
On 7th December my Netatmo Presence stopped working after 6 years. Coincidentally it was during Storm Darragh. It lights up when switching it on but there is no recognition of the QR code and no image. It seems as though the optical component of the camera has failed. This is contrary to the advertising blurb stating that it is a robust security camera built to last.
Technical support has told me that the problem is hardware failure which cannot be repaired. I have been offered a 25% discount code off my next purchase even though there is a 25% discount code already available (and even a 30% Christmas discount code available).
Poor response and an obvious lack of technical knowledge.
I might give them a second chance (but maybe not).
What is Netatmo going to do to help resolve this common problem?
I need the confidence in the company to encourage me to buy another Presence.
Mine went the same way John and I got a similar response that it wasn’t repairable. I got offered a 10% discount first of all then got it upgraded to 25%. I haven’t purchased another Netatmo Presence.
I think they have made a bad rollout of software, that breaks the connection after reboot , and now they/ we cant get back online to get a new software update , so unless we can connect directly to the camera by cable, then i sadly think we are screwed :-( and Netatmo can sadly not help with software update.
I guess they have fixed this with the new cameras they are shipping, but that will not help all of us which chose their product in an early stage.
The question is if all us with problems should make a request for a new camera, or we would have to make a joint lawsuit.
Im awaiting answer from Netatmo on this problem we are all having, and if no good answer, then i will surely go ahead with a claim.
In my case it solved itself, and i can see im now on the newest software version, so i guess my update went for ok firmware, and maybe earlier a bad software update was distributed ?
My camera is now alive again, after it was making software update by itself .. Thank you :-)
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