topic Re: Terrible support in Arlo Pro 3

Terrible support

Rguess1 — Thu, 05 May 2022 15:01:37 GMT

This is the ABSOLUTE worst customer support system I have ever experienced in my life. After buying THREE expensive floodlight cameras I haven’t been able to connect with a single person for troubleshooting issues. Each camera is supposed to come with a trial but the setup is misleading. No subscription = no assistance according to the bot messenger. No phone numbers and no email. Unbelievably frustrating.

Re: Terrible support

Dannybear — Fri, 06 May 2022 05:25:18 GMT

Looks like you’re only allowed to complain once an hour on the arlo community forum.
It can sometimes take me 30mins to upload a reply so not surprised much.
You’re meant to access support via the app if you have subscription. Go to settings and support is at the bottom to show what your options are.

Re: Terrible support

ShayneS — Fri, 06 May 2022 16:20:47 GMT

Hey @Rguess1

Thanks for letting me know. Can I ask for more detail regarding the issue you are experiencing so I can assist you.

Thanks

Re: Terrible support

Rguess1 — Mon, 09 May 2022 20:43:06 GMT

The cameras are still not connecting to the app after hearing the chime. Fully charged and with the proper internet ghz. Customer support is useless.

Re: Terrible support

StephenB — Mon, 09 May 2022 22:06:54 GMT

@Rguess1 wrote:
The cameras are still not connecting to the app after hearing the chime. Fully charged and with the proper internet ghz. Customer support is useless.

Have you tried onboarding on a PC (browsing to my.arlo.com)?

Note that the network needs to be encrypted - WPA2 (AES). Guest networks sometimes won't work - the phone (or PC) needs to be able to "see" the camera, and some guest networks are set up to prevent this.