Arlo Pro offline. Contacted support team and tried restarting Base Station and removing battery.

[ry_guy]

Long time listener, first time caller.

I have an Arlo Ultra base hub. I have two Arlo Ultra wire-free cameras, and one Arlo Pro wire-free camera (recently been upgrading). My Arlo Pro wire-free camera was showing 2 connected bars, full battery (it's plugged in), and then it suddenly went offline. I tried pressing the sync button on the camera, confirmed it was still plugged in, and nothing. All the other cameras were still online and functioning.

I just spent close to an hour with "tech support" on the phone. At one point we tried restarting the base station, and sometime after the Arlo Pro camera reconnected. The problem is the "tech support" was not able to tell me anything about WHY the camera went offline. He said "you need to be next to the camera so we can go through all the steps", which included removing and re-inserting the battery, checking my router speed, checking my hard wired connection, moving the camera closer, essentially just a ton of steps. The thing is, when the camera was online it had sufficient connection, none of my other cameras went offline, my cable modem has 1 gig speed and is hardwired to the Arlo base station. So let's say I was at home, and removing the battery and re-inserting it did something - so what? What happens when I'm out of town? I asked him to connect me to someone that can look at the tech logs, and he told me I need to call him back when I'm home so we can walk through all of these steps before he'd escalate to anyone. He refused to let me speak to anyone else about this. I hung up the call telling him I'm done with Arlo.

I just recently purchased another Ultra, and I'm going to return it and eat the cost of the rest of this setup unless someone can help me get connected to anyone who can actually look at these logs and give me a better understanding of why this camera went offline and did not come back.

This is a last ditch effort. If I can't speak to someone who is not an outsourced customer support that doesn't have access to anything and refuses to let me talk to anyone that does, then I really am done.

Can anyone please help me remain a customer?

edit: more details:

Camera firmware: 1.092.0.24_985 (no updates available)

Hardware: H7

Base firmware: 1.15.0.4_297_aa40f04 (no updates available)

Base hardware: VMB5000r5

[JessicaP]

Hey ry_guy,

Let me reach out to you via private message in regards to your contact with the support team.