topic Re: Free forever recording as promised for legacy product Arlo Q in Arlo Q

Free forever recording as promised for legacy product Arlo Q

alexcl — Tue, 17 Sep 2024 10:35:07 GMT

I purchased 4 of these cameras a few years ago under the understanding that they would provide 7 days of recording for free. When I visited the interface today I found to my surprise that this option is no longer available and they want to charge me a subscription!! I could have purchased other cheaper cameras with cheaper subscriptions but chose these more expensive cameras due to the free forever plan. Surely this is a mistake?? I have tried to contact support to ask someone directly but I can only contact support if I am paying for a subscription!! Not even via chat, or even via email! I suspect they have updated their login area for subscription plans for everyone, and that if you have an older model such as myself (4 Arlo Qs) then you need to ask them to put it back on so they keep their promise, but how do I ask them?

Re: Free forever recording as promised for legacy product Arlo Q

StephenB — Tue, 17 Sep 2024 11:24:17 GMT

@alexcl wrote:

I purchased 4 of these cameras a few years ago under the understanding that they would provide 7 days of recording for free.

They still do provide that, so something is wrong.

I'm tagging the mods - @JamesC , @BrookeN , @ShayneS - so they can follow up.

Re: Free forever recording as promised for legacy product Arlo Q

alexcl — Tue, 17 Sep 2024 11:26:01 GMT

Thanks @StephenB . Any ideas of how I might be able to contact them to reactivate?

Re: Free forever recording as promised for legacy product Arlo Q

StephenB — Tue, 17 Sep 2024 11:27:43 GMT

@alexcl wrote:

Any ideas of how I might be able to contact them to reactivate?

I tagged them to call their attention to your issue. They likely will reply here.

Re: Free forever recording as promised for legacy product Arlo Q

BrookeN — Fri, 20 Sep 2024 16:03:58 GMT

I am seeing the camera at the moment as disarmed. Can you please set one or two cameras to armed. The trigger a motion and make sure that you receive a motion notification but no recording in the library. Let me know if this is the behavior you see and provide me the app version as well as a screenshot of the library after this is complete.

Re: Free forever recording as promised for legacy product Arlo Q

alexcl — Sat, 21 Sep 2024 08:40:52 GMT

Hi Brooke,

Thank you for reaching out to help. I have armed 2 of the cameras.

I indeed receive the motion alerts but no recordings in the Library.

The app version is Android 5.0_28726

Here is a screenshot of the library:

Many thanks for your help @BrookeN

Re: Free forever recording as promised for legacy product Arlo Q

ojix — Mon, 23 Sep 2024 07:50:49 GMT

I own three Arlo Qs at home and they worked just fine till today, but all of them suddenly went offline several hours ago. The motion sensor recoding stopped about six hours ago (around 10:30 am Monday in Japan time).

They appear being offline in Arlo Secure app v.5.0.1 (8380) in my iPhone and iPad mini (OS v.18.0), and at the My Alro website in my MacBook Pro (OS. v.15.0).

My home Wi-Fi and internet connection is normal, and other apps and devices are working fine.

What I have tried so far are;

- restart Arlo Secure app

- reboot iPhone and iPad

- reboot Wi-Fi router

I do hope this is just a kind of temporally system glitch, rather than Arlo's policy change.