Security system app not working

EJM1966

I have a Pixel Pro7. Recently, I am unable to connect to the cameras of my security system when using data or work Wi-Fi. This has never been a problem in the past. Everything works fine from Wi-Fi at home. I get the alerts when away from home. Vivint says the system is good but wants to sell an upgrade. Verizon says everything is fine but wants to sell me a home equipment repair package. Anyone experience this? An upgrade mess something up?

Accepted answers

Scott5337

I have Verizon, a Pixel phone and a Vivint home security system. If you cannot connect to Vivint on your work Wi-Fi then something on the work Wi-Fi network is blocking the connection. You don't need a repair plan or new Vivint equipment, you need to talk to the IT folks that manage that Wi-Fi network and see if they can help.

All comments

Verizon_Support

Hello EJM1966, we definitely want to make sure you are able to use your security system at home. Please look out for a PM to better assist you.

-Luis

SynthpopAddict

Being unable to view certain websites or use some apps while connected to an employer's WiFi is most likely your employer blocking the website or app. Filtering the internet is a pretty common practice by employers to cut down on non-work related usage. As for not being able to access the cameras while on cellular data at home, I'm wondering if that has something to do with your service plan - if you are regularly being deprioritized on the network for some reason, that will cause your data speeds to be slower. Or if your signal strength has gotten weaker in recent times at your home, because you mentioned things are otherwise OK when you are on cellular service elsewhere.

EJM1966

It worked on home wifi. Work wifi is actually what patients have access. To be honest, I have rarely connected to it. I work in nursing homes. I have an unlimited plan. It does not work on my Verizon connection regardless where I am located. So very confusing and frustrating.

SynthpopAddict

Have you tried clearing your app cache and/or uninstalling and reinstalling the security system app? If neither of those does the trick, then I'd check with Verizon tech support about whitelisting the website your security system app is using as it could be Verizon is blocking access to the site for some reason.

EJM1966

I have cleared cache. I have uninstalled and reinstalled the app. What is whitelisting? The Verizon tech was not that helpful. They checked to make sure my phone and towers were working. They very strongly pushed selling me a tech repair plan.

SynthpopAddict

Whitelisting is granting access to something which is otherwise blocked by a firewall or other means of cybersecurity. I'm not sure why Verizon is trying to sell you a tech repair plan, because I Googled Vivint and it's a 3rd party company which doesn't have anything to do with Verizon. You need to get to level 2 tech support; I suspect the first-level agent(s) you spoke with earlier aren't sure what you're talking about.

Did you try contacting tech support with Vivint to make sure it isn't something on their end with the app or firmware on the cameras?

Scott5337

Verizon_Support

I am sorry this has been your experience as you should be able to use your cellular data mostly anywhere you go. We are here to help, I am sending you a private message now.

-Jaquetta