How to have a reply from the customer service?

a.bulleri

Hi Support,

is it possible to have any kind of the reply for the Ticket 3425853?


Hope you can help

Thx

 

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  • Comment author
    a.bulleri

    Hi is there anybody out there?

    The support team isn't responding to emails/tickets, and none of them are even posting here on the community! 

    What terrible service!

    Has anyone else had this problem with the outdoor camera?

    {"error":{"code":29,"message":"Device is network locked"}}

    Thanks

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  • Comment author
    pattie7459

    "devices often appear "network locked" due to compatibility issues with modern 5GHz, WPA3, or dual-band routers, rather than a permanent lock. Fix this by ensuring your router supports 2.4GHz, disabling 5GHz during setup, disabling WPA3, and checking that MAC filtering is disabled in your router settings. "

    Key Troubleshooting Steps: 
    * Use 2.4GHz Wi-Fi Only: Netatmo devices do not support 5GHz networks. Ensure your phone is on a 2.4GHz band during setup.
    * Disable WPA3/Mixed Mode: If your router uses WPA3, temporarily set it to WPA2-only mode.
    * Check Router Firewall: Ensure that your router's security settings are not blocking the device and that UPnP is enabled.
    * Split SSIDs: If 2.4GHz and 5GHz share the same name, give them different names (e.g., "Network2.4" and "Network5") to force the device onto 2.4GHz.
    * Factory Reset Device: Perform a factory reset to remove old credentials.
    * Relay/Thermostat: Hold the button for 20 seconds until it blinks rapidly.
    * Camera: Email support with the serial number if a reset does not work

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  • Comment author
    pattie7459

    I have 2 floodlight cameras one at home and one in another . My older one went off after an electrician switched the mains off and on several times and hasn't connected since, ( presumably unable to connect to fibre broadband or completely dead )

    The other one has no issues whatsoever ( touch wood ) but it is linked to a low level stand alone router that uses a sim card and I have turned the 5g off . It still records video and sends alerts .

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  • Comment author
    a.bulleri

    Hi pattie7459,

    thanks for your support and guide.

    I already have 2.4 GHz Wi-Fi and WPA2: I had two cameras that were working fine until last week!

    My camera is connected and works fine with Apple HomeKit.

    When I try to reconnect the camera to my account using Netatmo Security App, after few mins, I get a generic error and it breaks: if I try to connect to the camera using a browser I stiil get 

    {"error":{"code":29,"message":"Device is network locked"}}

    I also tried with a factory reset....

    I've already sent an email to customer support... but maybe they're on vacation!?!?!

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