VMb3000 not connecting.

[lancedavisemail]

This Arlo customer support page does not work, I cannot move pass this to even make a support request.

Can someone please schedule a time to speak with me, my device / cameras are offline.

[StephenB]

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@lancedavisemail wrote:

This Arlo customer support page does not work, I cannot move pass this to even make a support request.

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You didn't fill out the product field.

What happened when you clicked on "Next"?

[lancedavisemail]

I could not completely fill out the field.

I could not put in my product, the form locked up!

The NEXT buttom would not activate.

Any other selection such as Chat, Phone has the same form and none of those would work.

Please note I got to the support page from inside my account dash board, however once I got there nothing would advance.

Could someone from Arlo Customer Support please reach out too me!

[StephenB]

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@lancedavisemail wrote:

Could someone from Arlo Customer Support please reach out too me!

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Perhaps also try using the app on a phone.

I'm tagging the mods for you - @BrookeN , @ShayneS , @JamesC 

[BrookeN]

I can help you with that, can you please expalin more what you are needing from support. I can then have them reach out to you or we can help you here in the community as well. The community is a wealth of knowledge. 

[lancedavisemail]

My cameras are offline, I wanted someone to walk me through the process of bring them online. 

However, when I went to make a customer support request. I am unable to fill out sections of the request form, due to parts of it not accepting my typing in the answers to its questions.  

Due to offline cameras and unable to complete request customer support forms from my account dash board,   now I really want to speak to someone at Arlo directly. 

[BrookeN]

I do work directly for Arlo. Can you tell me which basestation you have?

[lancedavisemail]

NETGEAR Base Station Model VMB3000

In 2018 we paid top dollar at Costco included 7 Day Cloud Storage Plan

[lancedavisemail]

       I answered your question - then you ghost me all day.      Its nothing but crickets since I gave you my base station.   NOT COOL!

[StephenB]

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@lancedavisemail wrote:

       I answered your question - then you ghost me all day.      Its nothing but crickets since I gave you my base station.  

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Patience.  There are only 3 mods (and it is a holiday time in the US).

If you have 7-day free storage, then you don't have Essential indoor cameras - you must have something else.  Can you also provide the model for the cameras you have?  Could be Pro, Pro 2, Q, or perhaps Baby. 

[lancedavisemail]

Apologies, this is very frustrating... 

1) If you recall I stated, that I was limited in even getting help.  That through my dash board portal, things were not allowing me to put the correct information into its support request forms to get the correct support.  Case and point, there no mention of troubleshoorting for customers with 7 Day Storage Plan on the list of options to enter this Arlo Community Forum.  Hence the reason I selected Essentials just to be able to speak to someone.   

2) We have the Netgear Pro Cameras, a bit of background this entire unit since 2018 has worked fantastic until we moved and it sat in a box for 2 years.  Now with the recent Guthie abduction in Arizona we wanted to fire it back up our Arlo.  Even though my phone app and desktop PC works all my Arlo cameras say offline.    The Base Station is plugged directly into my TMoblie Internet Tower, in addition from Left to Right has Two (2) green lights. However my cameras still say offline.  

Lastly when I explore my dash board it keeps pushing me to get a home plan, but we did that at the time when we purchased our Netgear system in 2018 at Costco.  So we are golden when it comes to having a plan,   so my answer is simply "NO" until we can appropiately fix the current offline camera problem we will not be looking at product upgrades and or addtions etc.  Lets fix whats in front of us and from there we are willing to explore other upgrade possibilities. 

Is there someone that can call me and walk me through this,  I made this request a few times thoughout this exchange.  I am disabled and require slightly a little more hand holding than others.  

Thank you for your time, again apologies for my early tone, signed Frustrtated Lance

[StephenB]

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@lancedavisemail wrote:

Lastly when I explore my dash board it keeps pushing me to get a home plan, but we did that at the time when we purchased our Netgear system in 2018 at Costco. 

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Not quite.  Your legacy Pro cameras were sold with 7-day free storage.  From Arlo's point of view you have no plan, but are just using that feature.   Which is why you aren't able to get Arlo support - that requires a subscription.  Though it likely wouldn't have helped, since your cameras are end-of-life.

Note this a user-to-user forum, and I don't work for Arlo.

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@lancedavisemail wrote:

2) We have the Netgear Pro Cameras, a bit of background this entire unit since 2018 has worked fantastic until we moved and it sat in a box for 2 years.  Now with the recent Guthie abduction in Arizona we wanted to fire it back up our Arlo.  Even though my phone app and desktop PC works all my Arlo cameras say offline.    The Base Station is plugged directly into my TMoblie Internet Tower, in addition from Left to Right has Two (2) green lights. However my cameras still say offline.  

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One thing you could try is removing one camera from your account and then add it back.  There is some risk - some users posted a while back that they were unable to add the camera back with old hardware.  

I'm tagging the mods to call their attention to your post - @BrookeN , @JamesC , @ShayneS .  You could also wait for them to chime in, but it might take a couple days given that it is a holiday weekend.

[BrookeN]

Sorry for the delay in my response. I have just got back into office.  It is due to the basestation sitting for those two years it was not able to get the updates. I can reach out to support and provide them this information. However, these devices are EOL and you more then likely will need to purchase a new basestation. 

[lancedavisemail · Accepted solution]

With the utmost respect today is a blessed day, I was able to get my entire Arlo system back online and working great!  Despite the suggestion of purchasing a new base station.       Special thanks to the Geek Squad at Best Buy who did a hard reset on my Arlo VW3000 and engage all 4 of my cameras.

[BrookeN]

@lancedavisemail that is great to hear, I am glad that you got it all up and working as expected. Have a great rest of the week.