Arlo support is terrible

[brezia24]

I have tried everything to get in touch with someone from Arlo. I have been using their products for years.  I recently bought new cameras and devices.  I was upgrading and recommending their services.  Now, my new cameras won't record. The service won't respond. And I have no support.  Arlo gave me a free trail and screwed up my entire account and now won't help me.  I am so fed up with Arlo, I am done.  They lost a customer and I am making it my mission to tell as many people as I can how bad their service is.  It is a waste of money and terrible service. 

[StephenB]

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@brezia24 wrote:

 Now, my new cameras won't record. 

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All the currently sold cameras require a subscription to get cloud storage/recording.

Do you have a subscription?

[BrookeN]

Where did you purchase the new cameras as most come with a trial subscription. However, looking into the account I do not see an active subscription and that would be the reason you are not getting any recordings. 

[brezia24]

I purchased my cameras directly from the Arlo website.  I have had used Arlo for over five years.  I had the Arlo Pro 2 cameras and a base station.  I always received notifications and got video recordings that would save for 7 days.  Recently I purchased new Pro 4 cameras. My old cameras were worn and I wanted to upgrade.  So I did. I received the cameras, hooked them up, and had the trial membership.  Everything worked. The trial ended, and now nothing records.  My old cameras did.  My subscription didn't change, only the cameras.  And Arlo won't let you talk to them.  They just direct you nonsense articles that do not help.  My new Arlo cameras are useless.  I want nothing to do with a terrible company and will be telling everyone I know how bad your service is.  Arlo cameras and customer service is terrible and I recommend any and all security cameras over arlo. 

[BrookeN]

The reason the cameras are no longer having the storage and recordings is due to the subscription trial running out. You will need to purchase a subscription to have those features. I left a link explaining the subscription plans. 

https://www.arlo.com/en-us/arlosecure.html

[bpdel]

My cameras have been offline for months. Arlo, by far, is the worse support service I have ever dealt with. It's impossible to talk to a live person. The chat agent is limited to what they can help you with. Frustration times frustration realizing I've been paying for a service that had zero service. Never again!

[BrookeN]

Which cameras are showing offline so I can look into those for you. The two Essential cameras that are on the account appear to be online as well as the basestation. Are those the ones you are seeing the behavior on?

[zucca2323]

Arlo Customer Support is non-existent! I opened Case # 44501044 one week ago, and I've not heard a peep from them. I've tried connecting 2 out of 5 cameras via their app (QR Code), get the chime, and the app starts to search for the camera, but it's never found. I've tried this nearly 15 times. Yes, I'm on 2.4 GHz, and both have fully charged batteries, etc. When I call their "Customer Support" number, 408-635-3750, I'm referred to their website! It's impossible to get a live agent via Chat or phone. Even small potato companies have Live Agents to chat with during business hours! I would NOT recommend Arlo to anyone. I've had many problems with Pro 4 cameras; to cap it off, customer support stinks! I doubt anyone from Arlo READS THESE POSTS!

[BrookeN]

@zucca2323 I would be more than happy to assist you. Can you please provide a good phone number as well as a good time for support to reach out. You can send this information via dm, you send a dm by clicking on the envelope icon on the top right of the forum page.

[zucca2323]

Will do, thanks!

[BrookeN]

Thank you for providing that information, I have reached out to support and provided them that information. They will be reaching out to you as soon as possible.