Arlo|Smart Home Security|Wireless HD Security Cameras

Constantly dropping offline

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Derek2023
Aspirant
Aspirant

Hello

I have three Go (mk1) that are constantly going offline. I have tried different SIM providers and still it is the same. This requires me to make a nearly 2 hour round trip to 'reset' the cameras, which comprises of removing the battery and waiting three seconds before re-instering it.

 

In fact, 2 have become so unreliable that I haven't bothered with them. The remaining one is now becoming just as bad. I have tried replacing the batteries, but no better. I have tried different SIMs but no better. Even as a test I moved the camera to a different site near to a transmitter mast and no better; in any case my 'phone is showing a strong signal for the current SIM provider in the area.

I have tried ARLO support and after a 'phone call, I was sent an email telling me to perform a "factory reset"- which turned out to be a case of removing the camera from the app and re-installing. I was shocked. Shocked, I tell you, to find this didn't work. However, repeated updates to Arlo support have been ignored. It was only filling out a survey in which I gave Arlo 0 points that support bothered to reply.

 

I know I am far from alone with this issue and I suspect there is a fault with the Go unit and, despite Arlo's suggestion, I am not inclined to buy any more of its faulty units until I get an answer to this as these are not cheap.

 

Failing that does anyone have any idea of their UK registered address as I would like to make a formal complaint.

Thanks

Derek

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ShayneS
Arlo Moderator
Arlo Moderator

Do you have the customer support case number?

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