NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.

Forum Discussion

EMH's avatar
EMH
Tutor
Aug 01, 2021

Arlo/Netgear PGZNG1 (ADT Pulse) no longer connecting.

Hello,  Not sure this is the correct place to post, but I'd appreciate some help if it is available. Setup: Netgear CM1000 Cable Modem Eero Mesh Router Network Netgear/Arlo PGZNG1 V2 (ADT) Gatewa...
EMH's avatar
EMH
Tutor
Aug 02, 2021

Thanks. Sorry the initial post was unclear. It was regarding an encounter with the ADT technician dispatched because the gateway quit working. They (were nice, but) left the visit inisisting I had ports closed and there was nothing they could do. Not sure there is any more that I can do other than what I already initially described. 

 

I was under the impression that (until recently) Arlo was a subsidiary of Netgear and the gateways with the model number PGZNG1 do carry either label (Netgear or Arlo). I cannot locate any technical info on the gateway (just a quick start guide), but it seems odd that the only thing it does when powered on is the power indicator light turns green; no other light even blinks even once. From this, ADT concludes that ports are blocked. 

  • EMH's avatar
    EMH
    Tutor
    Aug 02, 2021

    Thanks, Guru. 

     

    Looks like I am in the middle on all fronts (ADT-vs-Eero, ADT-vs-Cox and Arlo-vs-Netgear...).

     

    I did start at the Arlo Community. Searching for  'PGZNG1' yields zero results so I decided since Netgear does make the PGZNG1I would try here. (Sometimes the were embossed with Arlo, sometimes Netgear; mine was mfg in 2019; see https://fccid.io/PY312100192/User-Manual/User-Manual-1737475 ).  As you can see by the manual, they are simply black gateways that look just like a cable modem. I was hoping someone with a Netgear branded PGZNG1 might have some experience and be able to help. 

     

    Regardless, I do appreciate you assistance thus far. 

     

     

    • FURRYe38's avatar
      FURRYe38
      Guru - Experienced User
      Aug 02, 2021

      Have you tried contacting Netgear support to see if there are any other avenues? 

       

      Only other information I can offer is the following:

      Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly.
      Be sure there are no coax cable line splitters in the between the modem and ISP service box. 
      Be sure your using good quality RG6 coax cable up to the modem. 
      Be sure to power OFF the modem for 1 minute them back ON.
      https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Modems/m-p/1530376#M12853

      • BrookHampton's avatar
        BrookHampton
        Aspirant
        Aug 10, 2021

        I am having the same issue.  My ADT pulse app no longer connects. The ADT Argo (netgear) gateway is offline. Every other internet enabled device works including my smart house Lutron connect and nest thermostats both on WiFi and remote.  ADT tech said ports are blocked.  I can not seem to find a valid tool for confirming if a port is open or closed.  Every online tool I try says ports are closed. Service provider said the ports are not blocked but as a consumer I do not know what to believe.  

         

        Questions:

         

        How does a novice check to see if a port is open on a network?

        open at the modem?
        open at my orbi router?

         

        This seems exceedingly complicated for 2021.

         

        I should not have to port forward as this was not done before.  The ports the tech told be should be open are

        53 udp

        123 udp

        443 tcp

        80 tcp

        554 tcp

        5222 tcp

         

        Thanks for any help you can offer.