Arlo|Smart Home Security|Wireless HD Security Cameras

Arlo Home Security - challenge getting support or even connecting to someone on on Monitoring team.

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BlancFamily4
Aspirant
Aspirant

I just purchased a home security system and started the service.  I was hoping I can speak to someone to understand how the service works, what the response protocols are, etc.  However, I found it impossible to get to the right person.  I tried both chat and phone option but i am only getting to offshore personnel who read from their scripts.  I am getting very close to just cancelling the service and returning all the equipment.  

 

Is it truly not possible to speak to someone on the actual Monitoring team, ideally US-based?  What if I have an actual security event, how do I get in touch with them?  

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ShayneS
Arlo Moderator
Arlo Moderator

You can always reach out to the support team through the  Arlo Mobile App by navigating to the Profile icon > Support Center > Select device > contact.

 

Are you experiencing any issues? I will be happy to assist if you can provide as much detail as possible. 

 

Thanks 

 

BlancFamily4
Aspirant
Aspirant

Thanks for getting back to me!  I understand that I can reach out to the support team through the app but unfortunately, it has not been a productive dialog.  I am only able to reach an offshore support team, and they seem to be highly incompetent as it relates to the monitoring process (i.e. not Arlo hardware).  I had a number of questions that specifically pertain to the emergency response protocol, sequence of steps, etc., and they had absolutely no idea how to respond beyond just reading from a script.  

 

I currently have ADT and it's always easy to call their monitoring team to talk about any monitoring issues (i.e. not hardware).  As I am considering switching to Arlo, I was hoping to do something similar - connect with the monitoring team / support to better understand the process.

ShayneS
Arlo Moderator
Arlo Moderator

Could you please clarify what questions you have regarding emergency response?

 

You can also refer to this How-To article for more details on emergency response features and their functions.

BlancFamily4
Aspirant
Aspirant

 Things like what the protocol is, what is the sequence of events, do I get a call and in what circumstances, do they review the camera footage before they call or as they are on the call with me. etc etc.  And, depending on the responses, there may be some follow up questions.  Most disturbingly, I had my alarm go off yesterday and no-one had called... not sure why.   Bottom line, it would be much easier to have a live conversation with someone who understands it. 

ShayneS
Arlo Moderator
Arlo Moderator

@BlancFamily4 

 

I can escalate this to the support team if you like. 

 

It looks like you are on the basic plane which does not support ER. 

 

Hopefully this info helps with your questions:

 

Arlo Emergency Response – How It Works (With Secure Plus or Safe & Secure Pro):

 

Event Detection:
Your Arlo camera detects motion, a person, vehicle, or other activity and sends a smart notification with a video preview.

 

Trigger Emergency Response:
In the app, you can tap “Emergency Response” and choose:

Police

Fire

Medical

 

RapidSOS Integration:
Arlo partners with RapidSOS, which securely sends:

Your location

User profile information (name, address, emergency contacts)

Live or recorded video (if available)
to a RapidSOS Safety Agent.

 

Dispatch Process:

The Safety Agent reviews your information and video.

They contact your local emergency services using a direct, digital 911-integrated network, not a traditional phone call. This ensures faster, verified dispatch.

 

Fast, Verified Help:
You don’t need to speak with 911 directly. This is useful if you’re away from home or unable to talk.
Video verification improves emergency response priority.

 

Available 24/7:
The feature is always accessible through the app once you're subscribed—no additional setup is required.

 

Available with the premium plan: 

 

BlancFamily4
Aspirant
Aspirant

Thank you for your attempt to assist, although unfortunately it comes a bit too late. I was subscribed to your highest-tier plan until just a couple of hours ago but has just canceled and requested return labels for all equipment.

As I’ve mentioned previously, my experience with Arlo’s customer service has been extremely frustrating—arguably the worst I’ve encountered in years. It’s incredibly disappointing that a company offering such innovative and well-designed products has not invested equally in the quality of its support services.

Not only was the support unhelpful, but many of the responses I received were confusing, scripted, and at times completely disconnected from the issue at hand. Even more concerning, the inability to escalate to a knowledgeable, onshore team—particularly for something as critical as emergency response—is frankly unacceptable. For a service centered around safety and security, this gap is truly alarming.

After multiple unsuccessful attempts to resolve my concerns, I have cancelled my subscription and am now preparing to return over $1,500 worth of Arlo hardware. I’ve been a fan of your products for some time, which makes this outcome all the more disappointing.

I hope you’ll pass this feedback along to the appropriate team. I doubt I’m alone in this type of experience, and I genuinely hope it prompts some meaningful changes in your customer support and emergency response protocols.

ShayneS
Arlo Moderator
Arlo Moderator

@BlancFamily4 

 

Thank you for the feedback, I'll provide it to the appropriate team. If you do have any other question in the future please let me know and I'll do my best to help or find the info for you.