Essential Indoor Camera VMC2040Ar1.3 was working, went offline, now will not receive power

[blakeyblake73]

Essential Indoor Camera was working for several months.  It went offline and I was unable to get it back on.  I removed the device and attempted to reconnect it.  The camera is not receiving power, no status lights come on even after performing a factory reset.  I have verified the plug and specific outlet are receiving power and it is connected securely. The Arlo chatbot told me a live chat was not entitled to me, even though I have a Secure Multi Camera subscription.  Any help appreciated.  How can you even contact these people if a piece of their equipment under warranty is not working properly? 

[jguerdat]

I'm not sure why the old legacy subscription wouldn't entitle you to support but you likely should unsubscribe from that and purchase an appropriate current subscription.

[StephenB]

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@blakeyblake73 wrote:

The Arlo chatbot told me a live chat was not entitled to me, even though I have a Secure Multi Camera subscription.  

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Did you try selecting a different camera that is in the subscription?  (in the app of course, not the browser).

[blakeyblake73]

Logging in under a different camera via the phone app instead of the web page finally got me to a real person. They ran me through all of the steps to verify it is a camera issue, not user error. Let’s see if I actually get a replacement as the next department to send a replacement camera is questioning if I really own the camera?  Keep your receipts.