topic Re: Does Arlo Support Team ever respond? in Arlo Pro

I need Arlo support help

westy85 — Mon, 11 Nov 2019 16:57:14 GMT

I have raised 2 support tickets, one in June 2019 for a camera that isn't picking up motion and one a few weeks ago for the geofencing issue whereby I have to open the app every time I enter or leave the house in order for the cameras to be armed/unarmed. It's not acceptable to not get any response for products which are not cheap!

Re: Does Arlo Support Team ever respond?

ShayneS — Thu, 07 Nov 2019 21:22:41 GMT

Hi @westy85

I have escalated your case #41221875, customer support will be reaching out to you as soon as possible.

Regarding your camera not picking up motion, What troubleshooting steps have you tried so far? I do not want to suggest anything you may have previously performed.

Re: Does Arlo Support Team ever respond?

westy85 — Sun, 10 Nov 2019 16:50:38 GMT

Hi, I switched everything off and on again. I ensured all apps and camera firmware is up to date.

Re: Does Arlo Support Team ever respond?

StephenB — Mon, 11 Nov 2019 01:59:23 GMT

@westy85 wrote:
Hi, I switched everything off and on again. I ensured all apps and camera firmware is up to date.

Have you tried the motion detection test? https://kb.arlo.com/1114344/How-do-I-use-the-motion-detection-test-for-my-Arlo-device

Re: Does Arlo Support Team ever respond?

westy85 — Mon, 25 Nov 2019 11:21:51 GMT

Yes I did. I have stopped using this camera now, and just have it in the house as backup. I will be taking it back to the retailer as it is covered under the 1 year warranty

Re: Does Arlo Support Team ever respond?

ShayneS — Tue, 26 Nov 2019 22:37:44 GMT

@westy85

Have you tried contacting customer support regarding this issue? I have attached the link here for you - Arlo Tech Support