topic Loss of CVR plan after cam issue in Arlo Ultra 2

Loss of CVR plan after cam issue

Csmurphy — Tue, 13 Feb 2024 22:36:40 GMT

So one of my two ultra 2 cameras suddenly went offline and refused to connect. After a couple of days of trying removing batteries and turning off hub etc I finally solved the connection.

I removed the camera and reset the camera with the syc button after numerous tries it's up and running.

Now it's working my CVR plan has disappeared there was no mentioning of this anywhere in the app or support notes.

I have paid for the service and looking at adding it back in and bam the price has shot up! Surely I should not be penalised for a faulty camera?

Can my plan be re added back to my account?

Re: Loss of CVR plan after cam issue

ShayneS — Wed, 14 Feb 2024 19:40:19 GMT

Hi @Csmurphy

I see a CVR plan associated with your account. Have you tried moving that device back to the CVR subscription?

Re: Loss of CVR plan after cam issue

Csmurphy — Wed, 14 Feb 2024 19:52:30 GMT

Hi I can't do anything under the CVR plan in the app. All I can do is remove single camera from subscription.

I wants me to start a new CVR when I click add a camera and starts a new invoice.

The camera I swapped to the front has now gone offline too. It has been fine generally since September 2021 now having issues has something changed with the camera your end?

Re: Loss of CVR plan after cam issue

ShayneS — Wed, 14 Feb 2024 19:54:02 GMT

Are you trying to change the camera on the CVR plan or use the previous one that you reset?

Re: Loss of CVR plan after cam issue

Csmurphy — Wed, 14 Feb 2024 20:01:49 GMT

No I had to move the second camera to get security coverage as it's more important area. This was working but now failed lasted all night and half a day.

It shows in app two cameras alro secure I can move them in or out.

It's showing a CVR plan and 0 cameras participating I can't move any cameras only click change plan and then chose one of the two cameras registered.

I don't mind what camera gets the CVR as I can physically move it to my driveway. I am not trying to move the plan to a new camera just trying to get the plan back on the camera and get a functioning one.

Re: Loss of CVR plan after cam issue

Csmurphy — Wed, 14 Feb 2024 20:04:14 GMT

Re: Loss of CVR plan after cam issue

ShayneS — Wed, 14 Feb 2024 21:50:33 GMT

Thank you for all the info, I have escalated this for you and someone from Support will be reaching out to you as soon as possible.