Arlo Go turning off by itself. Shows 0 minutes when purchased new monthly plan.

[sahnyc]

Today I was going to turn off my Arlo Go with my smartphone, only to see that the camera was already off.

And it showed 0 min. left when I know I purchased a new monthly plan in the last week.

When I got home, I logged in and the camera was still off, BUT, I was able to turn it on with no problem and the usage showed 0 of 120 left, I got a live picture.

So, what is going on here - with the smartphone it said I had to pick a plan, but was unable to do so.  With my home computer it's OK?  There has been a history of this occuring in the now 1 year that I've been using the camera.   When it's working it's great, but when these problems occur what a pain.

[JessicaP]

Hey sahnyc,

If you're having problems where your Arlo Go keeps shutting off and with choosing your monthly plan, please contact the Support Team so they can further investigate this issue. You will find several options for contacting support in the provided link.

[sahnyc]

I have been on the phone with the Support Team numerious times, there has been a history of this.  When the camera works it's great.  But, the operative word here is "WHEN".

[JessicaP]

You mentioned that you contacted the support team regarding this. Let me reach out to you via private message to gather more information from you.

[sahnyc]

I get a message that I have 0 of 120 minutes left (credit card is on file for auto payments) - plan is supposed to auto renew.    Then I log into my account and it shows 0 of 120  min. used, but it's showing the camera is off line.  Support Services now tells me that camera requires a reset - but they are unable to tell me why.   I explained that there has been a history of this over many months and as the camera is at a remote location I cannot keep getting the camera to do a reset and the New Arlo App. is not totally compatible with my Android Smartphone, so I have to bring the camera to my home and reset it with my home desktop computer.   The Support Rep. said that is not the way the camera is supposed to operate and it may need to be exchanged (this would be the 4th exchange since 11/2018.  This is now become beyond rediculas and way too time consuming.  I was informed that they would find out from Tech support why the camera is going off line, so why was this not done many months ago - No Reply!!!!    So as of now, no operational camera, and not sure how this gets resolved - Oh and NO SECURITY coverage until this is resolved!!!!

[JessicaP]

Hi sahnyc,

The support team is reviewing your case and will contact you through your case once they have new information or update for you. We appreciate your patience in regards to your case.

[sahnyc]

Just got off the phone (1hour) with Level 2 - and for the very first time I found out that having a credit card on file for auto-renewal only works at the end/beginning of a monthly cycle and not with the monthly minutes expire. I could not believe I was hearing this - for a security camera the monthly plan should renew when the minutes/time are use up. I asked the Level 2 to get arrangements made to have an alert email sent out when the monthly plan minutes are getting low to allow us the opportunity to be prepare