Re: Smart alerts not available on Arlo Go
I reported that my Arlo Go would not allow me to move it to "active" within the arlo smart app (which I pay a monthly subscription to). I was advised that this is a known issue. After I researched a little more I found that customers have been compaining about this issue since 11/2018. This is 5/2019. I find it very frustrating that Netgear and Arlo has been unable and/or unwilling to fix this issue in over 6 months! We (The customer) purchase these devices for $249 and then pay Verizon $20/mo for service and then Netgear/Arlo another $3-$20/mo for the cloud and it's all useless unless it works. I was asked to call a number today from my last trouble ticket so that I could do more trouble shooting. I called and was adised that there still wasn't a fix. HORRIBLE customer service! Horrible doesn't even describe it. The WORST customer service I've ever experienced in my 51 years of life and I'm basing that on multiple attempts to get this problem fixed not just one or two instances. Overall customer service is HORRIBLE! DO NOT purhase this product.
I have contacted chat support and they were unable to get my smart alerts working on my new arlo go camera. I have followed up with the emails but no one has responded after weeks even though the support email specifically asked if I still have the issue so I guess this is my only option left.
I have one camera and it’s a arlo go att version and I have the correct plan to have smart alerts but when I go to setup smart alerts it’s blank with no camera there and when I try to manage smart alerts under “Arlo Smart/smart notifications” the only thing on the screen is “move camera here” with absolutely no camera listed. I really need to be able to use the smart alerts and limit the area of motion detection or this is just unusable for my application. I would love to be able to use these functions but the camera won’t show up under Arlo Smart. The regular motion alerts work and I t detects motion and sends alerts but I cannot configure the activity zones etc. under smart - absolutely nothing under smart as the camera isn’t listed. So if someone has a answer please let me know. I have deleted the camera and added it back. The support guy says he has resynced my subscription and had me log out delete the app reboot my phone etc even though this is across all my devices but I still have no camera listed under arlo smart - none. I know I’m repeating myself and I apologize in advance but I’m so frustrated. The only thing I haven’t tried is removing my camera, deleting my arlo account and completely starting over which I was reluctant to do for fear it wouldn’t let me re register the camera and would say it was already owned by someone else. Please tell me how to get my camera to show up and be configurable under smart notifications. There is no delivery beta notification option shown either. It’s like I have a plan that doesn’t include smart notifications but I do have the initial free 30 day smart premier plan.
Thank you in advance for any help.
I canceled and then resubscribed to the smart premiere and I still don’t have the option for smart alerts. The only thing that’s changed is the subscription date.
Is is there anything else I should have done like remove the camera after cancelling or waiting any length of time before resubscribing? This so frustrating. Can I cancel again and leave it cancelled longer or will the sysyem get really ticked at my constant changes. Also when I canceled it kept the free plan on my account. Is there some other way to cancel that I should Try? I really want to get this working.
If you haven't already tried, try to add the camera to the active cameras for arlo smart using the website. I had this problem before and the app wouldn't show the camera to move it to the active cameras, however, using the website worked.
Wow that seems to get me half way there. At least not using the app the camera shows up. It shows as inactive and when I try to move it to active it hangs with a “PLEASE WAIT...”. Thank you I at least feel I’m getting closer.
I have tried everything that has been suggested here and still no Arlo Smart. I have called tech support who first told me that smart didn’t work for my arlo go because I used att for my data plan/cell service and not Arlo but after many brief holds he relented but never acknowledged to me that Arlo Go would work regardless of what cell company (they don’t admit when they’re wrong) I used to get the video to them. He had me go though all the motions on his printout and still nothing. I’m so frustrated. The weird thing is the camera will show up on the list of inactive cameras under arlo go on a web browser but just hangs at “please wait” when I move it to active. Under iOS using the app it isn’t listed at all across multiple devices. What’s weird is feel like it briefly worked when I set the camera up initially because I received rich notifications which I don’t anymore because I’m no longer able to use smart. I wonder if a firmware update killed it for me. I emailed tech support screen shots and they told me I had to call back in 24 hours and I wasn’t able to find another two hours the next day to do so and it appears they never got my screen shots anyway because they keep saying I’ve never sent what they asked for in follow up emails even though I have repeatedly. Do you know if they even read their email? It’s really weird the way they ask if you’ve followed up when I have multiple times. I’m sorry, I digress. Any other ideas on how to make this go cam work with smart? Who has a couple of hours to waste each day with a incompetent tech person who tells one how wrong the customer is then changes his story and you go through this every time you call or chat. I’m just to the point of throwing this thing in the trash. But I spent too much money on it. Grrr. Is there a way to get a problem escalated to a smart non rude tech person? I know Ive asked fifty different questions of you but I can’t believe I’m the only one experiencing this issue, there has to be a solution. Is there away to cancel everything and completely remove my camera from their system? Every time I cancel arlo subscription it’s like it never cancels completely because all my rules are there when I sign back up. Weird. Apologies for the wordiness. Just frustrated. Thank you for any help you can give.
I have deleted the camera, deleted the subscription to arlo smart, deleted the app on everything it’s installed on, tried signing backup on multiple different platforms, tried adding the camera back on multiple platforms and the closest I get is via a web browser on a pc (I really think it’s platform independent and a problem on their end because the weird thing is the camera will show up in the list of available cameras to add to smart only on a pc’s web browser yet it always hangs when attempting to add it to smart). I really kept thinking if I could get them to totally forget my account and the camera and I could sign up again on a pc’s web browser it might work as it seemed to one agent I spoke to on chat like a issue related to something that occurs during signup with linking and synchronizing the arlo smart subscription on their end (this agent was the only one who seemed remotely like he cared) but as I never was able to make it forget me entirely and tech support couldn’t understand why I wanted to try.
I really hope you get yours working.
Thank you in advance for any help.
I am curious if you ever got your Arlo Go working with arlo smart?
I've escalated your case to our support team so they can help you further with this. They should be responding to you through your case via email. If you don't hear back after 24 hours, feel free to send me a private message.
I purchased my first Arlo Go in January 2019. I had the single camera only plan (I don't think they have that anymore) and Smart worked good on it, no problems. I added two more camera and upgraded to the Premier a few months back. Now I have no Smart features even though I pay for the Premier package. I've spent hours on the phone with tech support to no avail. I've tried everything that's listed in the thread and nothing works. My daughter has access to my cameras and she uses an IPhone, I'm going to get her to try and configure the cameras from her phone and see if she has any luck. I'll post the results. One last thing; Netgear, you are an 800 million dollar company. You seem to have no problem taking our money, how about giving us some decent service in return.