topic Re: I would like to speak to an actual human being in Arlo Pro 3

I would like to speak to an actual human being

jimmbonz — Thu, 24 Oct 2024 21:27:50 GMT

I need to speak with a sales person but there is no way to speak to a person. If it is this hard to speak to sales, I may have to ditch the entire system and go with a competitor. Does anyone know the secret to getting to talk to someone at Arlo 3. thanks

Re: I would like to speak to an actual human being

StarScout — Fri, 25 Oct 2024 22:17:03 GMT

They don't make it easy to talk to a human. If you have a current subscription (paid or trial), if you go through the process to add a camera and it fails multiple times, you ultimately see a box that says, Need Help? If you click on that you get choices like On Line Support or some such and something else, maybe Chat. But there's also a choice to TALK with support. If you click that you have to input your phone number, and someone will call you between 6am and 6pm Pacific Time.

I did this right at 6am Pacific time and someone called me within a couple of minutes. The person was pleasant, but ultimately didn't solve my problem (camera that was connected stopped recording and now won't connect). Unfortunately, they were difficult to understand, and after trying to help me for about 15 minutes the phone disconnected, and they didn't call back. There was a case report entered in my account.

Re: I would like to speak to an actual human being

BrookeN — Mon, 28 Oct 2024 20:08:59 GMT

@jimmbonz were you able to reach out to a representive?

Re: I would like to speak to an actual human being

jimmbonz — Mon, 28 Oct 2024 22:51:53 GMT

I was not. I dont even have a phone number to call. This is crazy. Can you provide one? I would like to buy a camera and add it but also take the existing camera off the library

Re: I would like to speak to an actual human being

StephenB — Mon, 28 Oct 2024 23:44:41 GMT

@jimmbonz wrote:

I would like to buy a camera and add it but also take the existing camera off the library

Do you have a single camera subscription now? If you do, you can

purchase the new camera, and start using it. Keep the existing camera in the account and working for now
when the trial is about to expire on the new camera, then remove the existing camera from your account

Not sure if the new camera will automatically move into the paid subscription when the trial ends, or if you will have to drag it into the subscription plan using the app.

You could also cancel the current subscription and purchase a new one if you prefer.

@jimmbonz wrote:

I dont even have a phone number to call.

If you see "Library" in your app menu, then you can use this guide to reach phone support:

https://kb.arlo.com/000062461/What-is-the-Support-Center-in-the-Arlo-App

If you see "Feed" and "Dashboard" instead, then you can use this one:

https://kb.arlo.com/000062993/What-is-the-Support-Center-in-the-Arlo-Secure-App-Arlo-Secure-4-0

Re: I would like to speak to an actual human being

jimmbonz — Tue, 29 Oct 2024 13:55:29 GMT

Considering replacing an Essential Outdoor camera with FB1001-100NAS. I currently use the solar panel to charge it. Does the FB1001 accept a solar panel? I want to take the Essential out of the subscription plan and just use it indoors for watching the pets when I am not home. No need to record.

Re: I would like to speak to an actual human being

BrookeN — Tue, 29 Oct 2024 14:03:16 GMT

@jimmbonz I have reached out to support regarding your concerns listed above. Support will reach out to you as soon as possible.

Re: I would like to speak to an actual human being

StephenB — Tue, 29 Oct 2024 14:46:23 GMT

@jimmbonz wrote:

Considering replacing an Essential Outdoor camera with FB1001-100NAS. I currently use the solar panel to charge it. Does the FB1001 accept a solar panel?

The FB1001 can be connected to the Ultra's solar panel (VMA5600), but not the Essential panels. FWIW, I have an extra XL battery and the external charging station, and just swap out the battery as needed.

It can't be used with a screw mount, it comes with its own mount assembly. That looks similar to the "total security mount" (but is not same, and they are not interchangable). The camera itself is similar to the Pro 4 as far as the features go.

@jimmbonz wrote:

I want to take the Essential out of the subscription plan and just use it indoors for watching the pets when I am not home. No need to record.

You certainly can do that. One obvious way is to cancel the subscription on the Essential, and get a new single-camera subscription for the floodlight when the trial expires.

Re: I would like to speak to an actual human being

jimmbonz — Tue, 29 Oct 2024 17:13:31 GMT

Ok I was incorrect, I must have a Pro4 model. Would I just swap out the unit and reuse the solar panel?

Re: I would like to speak to an actual human being

StephenB — Tue, 29 Oct 2024 18:36:13 GMT

@jimmbonz wrote:

Ok I was incorrect, I must have a Pro4 model. Would I just swap out the unit and reuse the solar panel?

If your camera has the magnetic connector, you can reuse the panel.

You can confirm the camera model by opening the housing and removing the battery inside. There is a label there.

Re: I would like to speak to an actual human being

jimmbonz — Fri, 01 Nov 2024 14:32:17 GMT

I want to thank everyone in the community for your support. I was able to eventually speak with ARLO and purchased a Wireless Floodlight. The Rep was able to confirm that the solar panel I have is compatible with the new camera/flood. My Next adventure will be when I move the cameras over to a new network (Google Mesh) and add the new camera for recording subscription. I am not technically proficient.I can get by, barely lol!

Re: I would like to speak to an actual human being

BrookeN — Fri, 01 Nov 2024 15:00:28 GMT

When you get it, you can post any questions regarding the set up on here. There is a lot of help within the community and we would be more than happy to assist.

Re: I would like to speak to an actual human being

jimmbonz — Mon, 04 Nov 2024 15:55:39 GMT

Thanks lol. Already have my first problem. My wireless is 5ghz. I didnt know these only operate on 2.4ghz. Now I have to figure how to fix this lol

Re: I would like to speak to an actual human being

BrookeN — Mon, 04 Nov 2024 16:17:52 GMT

Does your internet provide the option for both?

Re: I would like to speak to an actual human being

jimmbonz — Mon, 04 Nov 2024 16:37:10 GMT

yes my phone is connected to 2.4. but for some reason the camera is not discoverable

Re: I would like to speak to an actual human being

jimmbonz — Mon, 04 Nov 2024 16:46:42 GMT

its such a simple procedure yet it doesnt work. I get to pairing scan the QR then thats it. i tried 8 feet from the router I also tried other locations with no luck

Re: I would like to speak to an actual human being

jimmbonz — Mon, 04 Nov 2024 16:57:09 GMT

wait it just got recognized continuing setup

Re: I would like to speak to an actual human being

jimmbonz — Mon, 04 Nov 2024 18:21:40 GMT

ok its online. Now I just need to terminate recording on the old camera. I assume that is remove device? But that seems overkill. I should just be able to take it off subscription

Re: I would like to speak to an actual human being

BrookeN — Mon, 04 Nov 2024 18:57:32 GMT

Are you no longer going to use the device? If so the easiest way would be to just remove the device.

Re: I would like to speak to an actual human being

jimmbonz — Mon, 04 Nov 2024 19:43:29 GMT

I want to use the device inside my house to check up on my pets. I dont need it to record. I only need to connect to it to view realtime stream