Arlo Pro 2 Support

[rossman12]

I would like to comment on a support call I experienced on 11/25/2018. I was inquiring about a konwn issue with Arlo Pro 2's in that they only record for approx 10  seconds even tho they are programmed to keep recording until motion stops ( up to 300 seconds)
According to all the Google reviews this is a known issue that doesn't quite have a fix yet. I called support to see if there was any other type of workaround.
The tech said that he would like to try to manually install a firnware upgrade. I let the tech into  my PC via fastsupport. I would like to
state that I  am a Network admin with 20 years exp. so I  felt perfectly fine moniroting this situation.
The tech proceeded to  tell me, after running several commands, that my network was Unsecure because I was using static IP's on my internal
network. First of all, I  am not running static's, I  am using DHCP. He then also  preoceeded to run a netstat command and tell me that I  had several Unsecure devices all using static IP's In fact he was seeing my laptop's DHCP address with several ports open to  various internet locations etc.
He went on to  tell me that this issue could not be resolved until I agrred to  pay $99 for them to Fix my networking issue. At that point, ,after a few choice words for their Support tactics I disconnected our supoort session and hung up on  him.

I would just like to know if this is Standard Operating Procedure from Arlo support?

Thanks

[jguerdat]

Nope and you'd better sacn the whole system deeply or reinstall the whole thing fresh. You Googled a support number that's a scammer.

Use the Contact Support link at the bottom here and again on the new page. The 3rd page has real contact info.

[rossman12]

Hello, I appreciate your ressponse, but the # I called was from this Arlo site. And I have run Malware/AV scans etc.

Thank you for your reply

[slompochomp]

I sure hope this is not standard procedure because it sounds more like the indian tech support scams that have been going on for a good 20 years now. I hope Arlo is more profesional then that now that they have branched off from Netgear. I have read a lot of bad reviews about Netgear/Arlo support and if Netgear/Arlo want to have better sales and or bring there stock up one would think that having good support would just do that, but what do I know.

[rossman12]

Yes, it definitly took a turn towards the dark side after about 10 minutes on the call. And again I did use the support # from this site aftger picking US as my country of origin. 

Appreciate your feedback, will update my post if The Real Arlo support responds back to me. 

[jguerdat]

Router support may charge but Arlo doesn't. You might want to PM @JamesC about the interaction with any details (agent's name, case number) that would help.

Your router config doesn't matter as to your issue which I have tried to explain many times in similar threads. The likely issue is that motion can't be detected after some time. My testing has shown that after 5 seconds on not being able to detect motion, recording stops. In all cases, it's the camera that decides that motion is or is not occuring. If that isn't working for you, use of a timed period would be a better choice. Once the recording is finished and uploaded, there's a brief (5-10 seconds) reset period after which the camera can detect and record again if there's detectable motion.

[rossman12]

Yes, I agree my router is not affecting the Arlo's inablity to do what it should as advertised. I tried to explain this to the tech as he tried to lead me down the road of Static IP's causing this issue. This appears to be  known issue that Arlo just has not fixed yet.  The recording stops even tho there is still motion going on, such as a vehilce moving, so there is a flaw that needs remedied. As for paying for roputer support, again I have many years of dealing with large MPLS-SDWAN corporate networks and the security of such, so I do beleive I'm adequate in that area. I am a CCNA and MCSE.  I didn't expect to be told that my Insecure Home Network needed to be fixed by Arlo support before they could do anything about it. I am not done with this issue yet and may report to Amazon what I am going thru to get this unit to work as advertised. 

Thank you for your input. 

[ShayneS]

rossman12,

Do you have a case number or any information of this Customer Service Call? Do you know the number that you dialed for Customer Support on the website?

[rossman12]

Hello, I called 1 (408) 638 3750 and the 2nd tech I talked to was Tim #1214. 

Thanks,

[ShayneS]

rossman12,

This appears to be a 3rd party trying to scam over the internet. 

[rossman12]

So your saying that number isnt correct?