topic Re: Arlo Ultra local streaming with 4K and premier plan app error in Arlo Ultra

Arlo Ultra local streaming with 4K and premier plan app error

JimiW — Thu, 04 Jun 2020 17:53:27 GMT

Added the premier plan 2 days ago, check the cameras tonight after app update (iOS), in video settings it now says local 2K streaming toggle but under says only 2 devices can stream in 4K. When I view the cameras 2x cameras say 2K and the rest have 4K ghosted out. Arlo??? Are you now telling me I have to PAY for a 4K subscription to stream the 4K cameras I already paid for in 4K local streaming???
When I had no subscription 2 cameras would view in 4K, so now I pay I get LESS???

Re: Arlo Ultra local streaming with 4K and premier plan app error

jguerdat — Wed, 03 Jun 2020 14:37:47 GMT

You did notice that the Premier sub gets 2k cloud recordings while Elite gets 4k, right? That's clearly stated in the subscriptions.

Re: Arlo Ultra local streaming with 4K and premier plan app error

JimiW — Thu, 04 Jun 2020 06:23:34 GMT

jguerdat,

I clearly stated I was talking about local streaming.

I had to unpair one camera because it was messing up last night and then when I re paired it this morning it went back to the 4K local previously shown.

Does this mean I have to unpair every camera and re pair them just to get back local 4K streaming because of an app update? Thats ridiculous.

Re: Arlo Ultra local streaming with 4K and premier plan app error

jguerdat — Thu, 04 Jun 2020 14:07:54 GMT

The app doesn't cause this - it's something about the config of the hub and/or cameras. If rebooting the hub doesn't help, I'd say you're left with removing and resyncing the cameras to clear out weirdness.

Re: Arlo Ultra local streaming with 4K and premier plan app error

LandJS — Thu, 04 Jun 2020 16:32:04 GMT

JimiW when you go to the premier plan they drop you to 2K both in the cloud and on your SD. I disputed this back in Jan. and they sent an e-mail to my case saying this is all you get unless you pay for Elite. Since then they have also taken away 4K live which is supposed to be available no matter the plan. They last told me they are working on it. That was back in April. Don't hold your breath

Re: Arlo Ultra local streaming with 4K and premier plan app error

JimiW — Fri, 05 Jun 2020 03:41:45 GMT

Wow, that is pathetic. You buy a 4K camera, fair enough you choose the cloud recording resolution but that should have nothing to do with your local SD card resolution, why bother buying a 4K camera then.

As to re pairing the cameras, that is truly sad, I just went through an experience where I was convinced my base station had bricked as it would not re start or get a blue light, I followed every step from the techs (which I had already done as im not stupid) and it was about the 12th time of doing stuff that it magically decided to work. Now I have to unpair and re pair cameras, that sucks. These things always seem to start failing JUST when you actually need them to work properly.

Camera resolution seems to be good on these things but the software and integration is rubbish. The amount of times I have re paired and reset cameras is embarrassing for something that retails at $450AUD per camera. The resolution of video steam is quite often better on homekit than arlo app which is just a joke. The night vision brightness needs to be switched up and down on random days to see anything, last night I had to turn the spotlight on and off to make it work properly.

Re: Arlo Ultra local streaming with 4K and premier plan app error

JimiW — Thu, 11 Jun 2020 05:33:00 GMT

I’ve realised it’s the cameras that I haven’t added to the plan that state the 4K option, so it’s not a bug it’s done deliberately.

@JamesC can you please respond? Arlo is restricting the use of my cameras to their full ability deliberately outside of the subscription I am using. If Elite had the 50% off offer I would have got that, but it didn’t.

Another question (sorry), does anyone know if I add the discounted single camera plans to my 5 camera plan it will take away the 50% 5 camera offer I signed up for? As it seems every time you change a plan it messes up your original. I’m in completely the wrong time zone for phone chat and I can never get onto them with live chat and no answers to email support cases....

Re: Arlo Ultra local streaming with 4K and premier plan app error

LandJS — Thu, 11 Jun 2020 15:22:13 GMT

If you do add more than the 5 cameras you will see 2K toggles in the app for the first 5 but the added cameras will show 4K toggles, however even those will only record in 2K or go live in 2K.

Re: Arlo Ultra local streaming with 4K and premier plan app error

JimiW — Thu, 01 Oct 2020 02:24:58 GMT

Yep, its rubbish. Add to this Arlo disconnected my 2K plan that was discounted and I've been emailing a support case with them for WEEKS and they haven't added it back. I'm in australia so the PDT phone call times are really difficult for me.

@JamesC

Re: Arlo Ultra local streaming with 4K and premier plan app error

ShayneS — Thu, 01 Oct 2020 17:17:58 GMT

Hi @JimiW

May I ask for the case number you have open with support?

Re: Arlo Ultra local streaming with 4K and premier plan app error

JimiW — Mon, 05 Oct 2020 23:59:24 GMT

Hi Shane, it is 41828515 but for some reason an online case 41966413 was also created.

Thanks James

Re: Arlo Ultra local streaming with 4K and premier plan app error

ShayneS — Tue, 06 Oct 2020 16:43:07 GMT

@JimiW

I see you have the two cases open. The most recent was requesting assistance from the customer care team. I have escalated your case(41828515) to the escalations team & someone from support will be reaching out to you as soon as possible.

Re: Arlo Ultra local streaming with 4K and premier plan app error

JimiW — Tue, 06 Oct 2020 23:22:17 GMT

Hey Shane,

great, thank you! it has been very frustrating trying to get someone to actually respond with other than standard script responses

Re: Arlo Ultra local streaming with 4K and premier plan app error

ShayneS — Wed, 07 Oct 2020 15:25:41 GMT

@JimiW

You're welcome,

Your escalations case number is 41980110.

Re: Arlo Ultra local streaming with 4K and premier plan app error

JimiW — Thu, 08 Oct 2020 03:51:16 GMT

Hi @ShayneS ,

thanks, someone answered and it wasn't a good answer. They are saying there was a problem with my card however I never received any notification of such and they have basically said so sad too bad in reply. Very unsatisfactory customer service, not to mention the fact I have been dealing with this for months on end and I still dont see a satisfactory answer to why they can't provide me a code to offer a suitable discount for the elite plan as I had for the premier plan so that I can use the full capability of the cameras that I purchased in full for their 4K ability. No where does it document when you buy these that your local viewing and storage will be limited by the subscription you sign up to and Arlo is far behind others in not allowing Apple HSV (homekit secure video), I guess this is because Arlo does not wish to lose revenue. If I had known how bad the customer service at Arlo was with me basically banging my head against the wall for months as every response was a scripted cut and paste response I would have gone with the Eufy cameras which despite they are only 1080p, they include HSV now and have reports of excellent customer service. As it stands, I'm not getting the use of the 4K ability I bought the cameras for anyway. To outline this, I have spent over $2000AUD on Arlo cameras for my house and now in addition Arlo wants me to pay around $30AUD a month extra ($360AUD a year) just to be able to use my cameras in the full capability as they were purchased? I will refrain from posting the terrible cookie cutter response to this "escalation" on a public forum as I do not believe in doing that kind of thing, however it seems being in contact on this forum is the only way of getting any kind of non scripted response.

Thanks.

Huh!! where did my 4K go??

JJAdV — Sun, 11 Oct 2020 01:42:58 GMT

I was Happy with my 1 year free, and I bought the Ultra for the 4K, which i hd locally on the SD Card.

I was then forced to pay a lot more for a subscription when it ran out. I opted for the 2K online sub for 5 cameras.

I then noticed that the local recordings are only 2K (check the footage on the card). How do I get the local recordings back to the 4K that I forked out $1000s of dollars for? Or can I have my old subscription back where I had 4K local storage.. What is happening with this.. its all a bit bazaar..

I what want I paid for, a 4K camera system. (Local storage).. What setting does this? Am I missing something?

Re: Huh!! where did my 4K go??

JJAdV — Sun, 11 Oct 2020 01:50:50 GMT

I found a "asterisk" on a bulletin that states they cant stream and record 2 and 4K locally.. (what a cluster ****) What plan can records locally at 4K and online at 1080P like I had? I couldn't find one when I upgraded.. Link please.

Re: Huh!! where did my 4K go??

JJAdV — Sun, 11 Oct 2020 02:19:40 GMT

Holy crap.. I just had a conversation with an Arlo support person.. Guys its scary.. They have no idea how their cameras work. They have no idea of the subscription plans, the limitations etc, nothing. .

DO NOT invest in this system/platform if you are making a choice, go anywhere else.. Arlo are extremely deceptive.

Re: Arlo Ultra local streaming with 4K and premier plan app error

JJAdV — Sun, 11 Oct 2020 02:29:20 GMT

Is this 4K local recording limit going to be fixed? I bought these 4K camera for 4K local recording (was happy with 1080P online) now they have removed this ability and I have to have 4K online to get 4K local..

This is deceptive, unethical and sneaky.

If this cant be fixed I would like Arlo to take back my 5 camera system and give my money back. At no time was I told that I would have my system downgraded from what I bought.. Im surprised its even legal to do this, its at least unethical.. You need to put you business practises out as a warning on the box so customers know how you operate.

BTW you need to educate you support people. Even they dont know you dodgy business practises.. They argued I should have 4K local with 2K online..

Re: Arlo Ultra local streaming with 4K and premier plan app error

JimiW — Thu, 15 Oct 2020 03:49:17 GMT

@ShayneS

any resolution? Your support are not doing anything or providing ANY customer service, this is rubbish.

@JJAdV

I dont mind people commenting on my posts but please dont hijack it with a string of complaints relating to your own issues.