Arlo 4 Model VMC4350p-1bynas

[Dianne-C]

Bought three cameras last November. Arlo cameras were highly recommended by friends. We haven't had any issues until about 10 days ago when two of the cameras went offline. I was able to get one online but wasn't able to get the second one online. Spent hours going back and forth with online help and they kept giving me a case #. Finally they sent me a new camera. I received it today. Installed it it isn't capturing when someone goes by the camera at the time of movement. I called Arlo and the person I spoke to was extremely rude and said he would have a technician get back to me.  Arlo called me and said that I now have to buy Monitor Security because security has expired. This is the first time I have heard about this. Is this something new and required in order to have these cameras? I feel like I have been scammed. Note: NOTHING is now coming into the library where before the call two of the cameras did.

[StephenB]

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@Dianne-C wrote:

 I called Arlo and the person I spoke to was extremely rude and said he would have a technician get back to me.  Arlo called me and said that I now have to buy Monitor Security because security has expired. 

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How did you find the number to call?  You reached a scam support site.

https://kb.arlo.com/000062119/How-can-I-avoid-Arlo-support-scams

[Dianne-C]

I am not sure how to contact them to get a live person. When I go into my app Support there isn't a phone number it is greyed out. Do you have any suggestions? I have sent an update to my case number, but I am not sure they have received it.

[StephenB]

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@Dianne-C wrote:

I am not sure how to contact them to get a live person. When I go into my app Support there isn't a phone number it is greyed out. Do you have any suggestions? I have sent an update to my case number, but I am not sure they have received it.

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Phone support requires a subscription - my guess is that you don't have one.

@JamesC and @ShayneS might be able to get an update on your case - though they'd need your case number.

[Dianne-C]

We have a subscription. We pay monthly.

[StephenB]

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@Dianne-C wrote:

We have a subscription. We pay monthly.

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Are you using the primary account?  Or are you using a "friend" account?

You need to be looking for the support options using the primary account.

[Dianne-C]

I only have a primary account.

[Dianne-C]

I only have a primary account. Until ten days ago everything worked perfectly. Then suddenly two of three cameras went offline. One camera never worked again. Arlo sent me a new camera, received it yesterday. Installed it and I can no longer see the video of any motion on any camera.

[JamesC]

Dianne-C,

If you live stream that camera, does it allow you to manually record?

If you try viewing the library using a different device, do you see recordings?

JamesC