topic Re: Arlo Secure - cannot subscribe website and support giving me the run around.... in Arlo Secure

Arlo Secure - cannot subscribe website and support giving me the run around....

Gorvea — Sat, 09 Oct 2021 17:48:48 GMT

Had my Arlo Ultra 2 (4 x cameras) Arlo doorbell for a week now and cannot get any sort of recordings, I have tried buying a subscription but either get errors or a website runaround asking me to log in, then buy then page not found. Tech support was not sympathetic and fobbed me off so I raised a complaint, Chap was helpful but unable to resolve issues.

IF I just know where the problem lay, I have tried a VPN to alter my IP but all to no avail. I even got my account deleted and started from scratch.... Starting to lose patience - next visit is Trading Standards and a flamed review on Amazon and facebook - this isn't the product or the company I wanted to buy into - my second Alro (starting with the Pro) and my last!

Re: Arlo Secure - cannot subscribe website and support giving me the run around....

dcfox1 — Sat, 09 Oct 2021 18:19:52 GMT

They came with a 3 month trial for cloud storage. Have you set up your rules under mode tab for each camera to record? Also check if they are active in the trial under subscription settings.

About Arlo Modes and Rules

Re: Arlo Secure - cannot subscribe website and support giving me the run around....

Gorvea — Sat, 09 Oct 2021 18:45:46 GMT

yes - settings in the Mode are to record on motion detected... (Mode, Armed, If motion on xxxx, record video...)

Re: Arlo Secure - cannot subscribe website and support giving me the run around....

dcfox1 — Sat, 09 Oct 2021 20:08:05 GMT

And are your cameras active in the trial in subscription settings since the are only a week old?

Re: Arlo Secure - cannot subscribe website and support giving me the run around....

Gorvea — Sat, 09 Oct 2021 20:46:39 GMT

seemingly not... the subscription option just shows that there are 'no subscriptions'... going to the menu option to "Buy add-ons and accessories" directs to a 403 - forbidden: Access is denied

You do not have permission to view this directory or page using the credentials that you supplied.

Re: Arlo Secure - cannot subscribe website and support giving me the run around....

dcfox1 — Sat, 09 Oct 2021 20:59:07 GMT

What do you see when you go to settings then Subscription then Manage cameras at my.arlo.com.

Re: Arlo Secure - cannot subscribe website and support giving me the run around....

Gorvea — Sat, 09 Oct 2021 21:18:29 GMT

Either I have missed something or... there is no manage cameras option!

https://my.arlo.com/#/settings/subscription/

Re: Arlo Secure - cannot subscribe website and support giving me the run around....

StephenB — Sat, 09 Oct 2021 21:20:08 GMT

@Gorvea wrote:

Either I have missed something or... there is no manage cameras option!

https://my.arlo.com/#/settings/subscription/

Are you in a country where Arlo offers a subscription? The list is here: https://kb.arlo.com/88/What-are-the-available-Arlo-subscription-plans-and-how-much-cloud-recording-is-available

Re: Arlo Secure - cannot subscribe website and support giving me the run around....

Gorvea — Sat, 09 Oct 2021 21:42:21 GMT

did you mean "MY Devices" "Settings" "Device x" if so all looks normal - I have tried setting the base station to record locally and have yet to review the data on the card. But as yet non of the options result in a cloud file being created!

Re: Arlo Secure - cannot subscribe website and support giving me the run around....

Gorvea — Sat, 09 Oct 2021 21:44:42 GMT

I set up the devices as UK via a VPN as I'm in Jersey Channel Islands and considered as UK... but as the country is optional in the profile I don't understand where the location is set? Is it IP Addr? Profile?

Re: Arlo Secure - cannot subscribe website and support giving me the run around....

Gorvea — Sat, 09 Oct 2021 21:47:33 GMT

Re: Arlo Secure - cannot subscribe website and support giving me the run around....

StephenB — Sat, 09 Oct 2021 21:58:44 GMT

@Gorvea wrote:

I set up the devices as UK via a VPN as I'm in Jersey Channel Islands and considered as UK

@JamesC - this sounds similar to the problem some folks from Finland had a couple weeks ago. Is this something you can check on?

Re: Arlo Secure - cannot subscribe website and support giving me the run around....

Gorvea — Sat, 09 Oct 2021 22:02:40 GMT

I have seen this post - the suggestion was that a patch fixed it for them - but seemingly not for me! This is frustrating as this is my second set of Arlo cameras (Originally Pro's) and it looks like I have £1500 worth of useless! as I have 4 x Ultra and a video doorbell all brand new!

Re: Arlo Secure - cannot subscribe website and support giving me the run around....

StephenB — Sun, 10 Oct 2021 11:26:31 GMT

@Gorvea wrote:

I have seen this post - the suggestion was that a patch fixed it for them - but seemingly not for me!

I think it was a back-end (arlo cloud) fix that was needed - and that the problem was that the back-end didn't recognize their location as being a place where Arlo offered a subscription.

I am guessing that might also be happening to you.

Is your VPN connection being made in your router? Or is the VPN software running on a PC or mobile device?

Re: Arlo Secure - cannot subscribe website and support giving me the run around....

Gorvea — Sun, 10 Oct 2021 11:53:09 GMT

I cant add a VPN to the Router (its a Google Nest Mesh system - very simplistic) I can only add the VPN to the clients PC, Android etc. from your comment I'm guessing that the Secure feature is directly linked to the IP addresses for the Router rather than the Client requesting the service or the Users profile!

In a previous post the Aland islands - Finish- issue was suggested (@StephenB) and passed to @JamesC to check on.....

Because of the Internet speeds here (1GB bi-directionally) I had to remove my Netgate as it was resetting Fibre ccts, so limiting my ability to apply a VPN given the choice of Google Nest Mesh!

Re: Arlo Secure - cannot subscribe website and support giving me the run around....

StephenB — Sun, 10 Oct 2021 20:42:48 GMT

@Gorvea wrote:

I cant add a VPN to the Router (its a Google Nest Mesh system - very simplistic) I can only add the VPN to the clients PC, Android etc. from your comment I'm guessing that the Secure feature is directly linked to the IP addresses for the Router rather than the Client requesting the service or the Users profile!

I don't know for sure how Arlo determines location.

At the end of the day, you shouldn't need a VPN to get a subscription, since the UK is on the country list. IMO, talking about the VPN with support creates a big red herring for them, esp. since most people using a VPN with Arlo are trying to get around the lack of subscriptions in their country.

Anyway, let's see if @JamesC or another mod can help. If you have a case number with support, it would useful to post it here.

Re: Arlo Secure - cannot subscribe website and support giving me the run around....

Gorvea — Mon, 11 Oct 2021 12:39:23 GMT

For information a case #42751870 was opened on the 6th October 2021 for the "issue" as described above.

thanks to all who have commented on this thread and offered advice... I hope that there is a resolution soon as the ultra's are just acting as a deterrent atm, and not as a detective control.... most worrying!!

Re: Arlo Secure - cannot subscribe website and support giving me the run around....

JamesC — Tue, 12 Oct 2021 16:15:55 GMT

Gorvea,

I will request a status update for your support ticket.

JamesC

Re: Arlo Secure - cannot subscribe website and support giving me the run around....

Gorvea — Tue, 12 Oct 2021 17:00:13 GMT

Huge Thank You - Its fantastic to see some constructive responses. I was resigned to losing my money with this one!

Re: Arlo Secure - cannot subscribe website and support giving me the run around....

Gorvea — Sun, 10 Apr 2022 16:58:29 GMT

I have not seen any updates to this issue since I bought these cameras, I have advised the local retailers of this issue in the hope that other buyers don't get into this mess - it is clearly no6t an issue for Arlo, and I feel very aggrieved that having purchased in good faith this issue has been left to fester.