Arlo GO Camera 2 consistently offline

[ATFSI]

Ok so after 3 days of pure frustration I am turning to this thread. Soooo....3 days ago I purchased 2 Arlo Go's for a community that I do security for. Set both cameras up, no problem. I go to install them, no problem. I leave, camera 2 shows offline. So after about 45 minutes of "troubleshooting" I decided maybe it is just the camera so i went and exchanged it. So after the exchange I successfully added camera 2 back to my account, again after I install and leave the property, it goes off line again. Mind you camera 1 which is also an Arlo Go has remained active this whole time. I even thought it was possibly an interference issue, so i switched the cameras and camera 1 never lost signal. So we are still on camera #2, I have removed the battery, I have tried re connecting to my account, I have called netgear Arlo "support" to only be told to do the exact same thing ive been doing which is whats in the manual. So out of genuine frustration I exchange the SECOND camera AGAIN, and now I am on my THIRD ARLO GO in LESS THAN 72 HOURS! Livid doesnt contain enough purpose to explain how I feel. So optomistic I mosey on over to my property and successfully set up camera 3, and it worked for a little under 24 hours, and then lets all take a guess.....ITS OFFLINE AGAIN.....I genuinley do not know what to do at this point. Netgear Support dont get on here and tell me to submit a help ticket or claim or whatever lol It didnt work the first time. SOME ONE PLEASE HELP!!! This technology is incredible but the down side is that its the ONLY ONE!!!! 

[JamesC]

ATFSI,

From your description, it does sound like an interference issue, but I would expect camera 1 (the camera that is behaving as expected) to also experience the offline issue in camera 2's location (you indicate that it does not).

I am able to see your open support case and will escalate this case for further investigation.

JamesC

[Niknak1]

I am also having this issue James. Was working fine for 3 days and now suddenly it will not connect to mobile network. Also tried changing the location and completely resetting and reinstalling the camera...now the camera won't even install as it cannot connect to your mobile network. Help would be appreciated as this camera was over $400...thanks!

[JamesC]

Niknak1,

Is the battery charged? When troubleshooting, do you have the camera plugged in? What LED behaviors are you seeing on the camera?

JamesC

[ATFSI]

Yes it is plugged in:

Once plugged into power will blink blue while turning on, then slow amber. 

[JamesC]

ATFSI,

I have reviewed your case and see that an agent is currently assisting you in finding a resolution. Please let us know the results.

JamesC

[Jeremypmaddux]

I've the same issue with 2 cams arlo go

[ChristineT]

Good morning @ATFSI, @Niknak1, @Jeremypmaddux,

I am sorry to hear about the connectivity issues you are experiencing. I would like to work with each of you individually so we can expedite getting this issue resolved. I am confident that we can quickly isolate the issue and take the next appropriate action.

If your camera was originally on Arlo Go Mobile (not Verizon or AT&T Enterprise) and no longer has service it's possible the 15 minute free trial or the available minutes on the paid Arlo Mobile service have been used.  We can assist you in bringing the camera back in service for a limited time enabling the ability to activate additional service.

Please send me a private message with your contact information along with your ICCID and I'll reach out to you promptly. 

To locate your ICCID please follow the steps below from a web browser:

1. Log into your Arlo Account
2. Locate your Arlo Go camera on the devices screen (default screen after login)
3. Click on the Settings Icon in the upper right hand corner of the camera thumbnail
4. Scroll down and locate the ICCID under Network information

I look forward to working with you all,

Best Regards,

Christine T

[Niknak1]

Hello Christine,

After 2 hours on phone with Tech Support they recommended that i go back to the store to exchange the model.

I believe it may have also been caused by the sim card running out of time, but there is no prompt either on the mobile app, or website to allow for me to change the subscription or add time. Also, to complicate the matters the camera could no longer be synced or reset after this issue occured. Tech support was baffled and thought it was just a faulty camera. With the second camera I exchanged it for, I signed up for the $50? plan.

Again, I cannot FIND ANYPLACE where i can view my subscription or update it. Is there a link you can provide that shows this information? I suspect this error is going to happen again as I dont think your ARLO app is setup to correctly handle the situation where time runs out on sim card, and there may be another issue where you cant even reset or resync your arlo go once that sim card "time" expires.

[Jeremypmaddux]

Please help me get these 3 arlo Go cameras get back online

[Jeremypmaddux]

Again, I cannot FIND ANYPLACE where i can view my subscription or update it. Is there a link you can provide that shows this information? I suspect this error is going to happen again as I dont think your ARLO app is setup to correctly handle the situation where time runs out on sim card, and there may be another issue where you cant even reset or resync your arlo go once that sim card "time" expires. Exactly my thoughts and disappointed so far with support... ;(

[Niknak1]

Go to the arlo.netgear website from your desktop computer.

Login there and you will be able to view your Arlo go and it's subscription plan. Most likely nothing will show up and you will need to select a plan and add a credit card to pay for it. I went for the monthly plan which hopefully won't run out...and if it does then HOPEFULLY tech support will finally figure out how to add more time before it literally breaks the camera...

[leesails]

I have the same issue. Were you able to resolve it?

[ATFSI]

No. They tried but nothing worked, coutless trips to best buy, reassurance of my client ect and still came out at a loss! 

[leesails]

I'm really sorry to hear that.

Currently, my trial just ended and even though I finally figured out how to purchase a plan, the device doesn't seem to realize that, so it's useless. I have a lot of exposure in inventory just sitting around with no surveillence. I spent 40 minutes at the AT&T store today on a conference call with Arlo support, who barely spoke English and were ultimately not helpful. 

[Niknak1]

So far my 2nd camera has been working:

Return your broken camera to bestbuy or have it replaced

On your next arlo go DO NOT USE THE FREE TRIAL.

Immediately setup the camera and subscribe to one of their service options

So far no problems

USE A DESKTOP COMPUTER TO SETUP YOUR ACCOUNT. DO NOT USE THE ARLO MOBILE APP EXCEPT FOR INITIAL CAMERA SETUP. SETUP YOUR SUBSCRIPTION WITH CREDIT CARD VIA ARLO WEBSITE AFTER YOU HAVE SETUP THE CAMERA

So far this has worked for us

Goodluck

[leesails]

Thanks! Seems like good advice. I'm definitely going to return them.

[JamesC]

leesails,

I'd like to offer assistance with the issue you are describing. I will reach out to you in a private message to gather more information.

JamesC

[SJTUSA]

This is the third time my Arlo Go Mobile camera has gone offline, supposedly for exhausting my 15 minutes per month subscription. It happened during the trial also. I just don't see how I am using up that many minutes. I only use Live View every few days or so for 15 - 30 seconds max. No clips are being uploaded. Even if I checked it every other day, that would be 15 checks per month x 30 seconds max = 7 1/2 minutes! Something is just not working right. When I ask for usage logs showing how the 15 minutes are consumed, I can't get them. There is no way to check "how many minutes remain" in the app or on the web portal. Actually, there is a "selection" on the web portal, but it does not work. There is no email warning when you're supposedly approaching your minutes limit. Your camera is just offline with the signal disabled the next time you try to access it. This is majorly frustrating and needs to be escalated up to a higher support level I believe. Now (per the support tech), I have to drive all the way out to the property where I have the camera installed, take it down, remove the skin, and remove/reinstall the battery to see if it comes back to life on the Mobile network. This is a bit ridiculous, especially since I've had to do it 3 times now over a few months. I also see other customers who have experienced the same frustrations. It seems like it would be beneficial to Netgear to get this problem fixed and informational improvements and alerts put in place for the longer term. Frustrated customers are no fun. Thanks for any help...

[Rogerspw]

This worked for me too.  I had to remove the battery a couple of times and it eventually stayed on line, as well as use a real computer to complete the account application using a credit card.

[APatten]

i have the EXACT same issue. It says the data is used up and its been turned off on the kitchen counter, or it took a few 10 second videos, in a couple days, not nearly enough to use the 120 minutes I paid for and shuts itself off and goes offline, and then you cant get it to go back on without an ordeal. THEN when you call support, you get put on hold forever, and cant understand the person on the other end who just says you used all your data. NOOOOO. 😞 it did not. it was off, sitting in the house until we put it out to watch the deer. got a few videos and bam. turned itself off. Has anyone gotten any satisfaction on this problem? i even thought i could change providers but apparently the model i have is ONLY compatible with the NETGEAR, I cant even try another provider:(

[JamesC]

APatten,

Remember, live viewing as well as motion detection events will consume minutes/data. How much live viewing in addition to the recordings took place?

JamesC