Arlo
Support

migman_2001 · ‎2019-01-08

I am starting to sense that Arlo may be getting ready to move towards getting more people to pay for cloud storage.
This article, while discussing the Ultra, says that clould storage for regular users is only 3 days. While this is only one article to say this, and may be inaccurate, I did get a pop up this morning when opening my recordings hounding me to upgrade to a paid plan.

https://www.techhive.com/article/3325214/security-cameras/arlo-unveils-its-ultra-4k-smart-home-secur...

Any thoughts on this?

migman_2001 · ‎2019-01-08

Here is the paragraph:

Unfortunately, it appears that Arlo will be ending its free cloud video storage option with the Ultra 4K. Current Arlo cameras get a generous three days of free storage, making them great for consumers who don’t want to pay a monthly video storage plan. With the Ultra 4K, users will have to choose a subscription plan when the bundled 1-year subscription ends, an Arlo representative said.

castro1688 · ‎2019-01-08

I hope Arlo people are reading this. The premium service was such TRASH and had such lowsy usage they are now going to be **bleep**ty humans and force a subscription to use the 4k cameras. I'm done with Arlo and moving to local storage.

trawilson01 · ‎2019-01-09

can anyone explain what is going on with arlo subscriptions?

i purchased the arlo pro 6 camera system with 30 days cloud storage.

i am confused by the plans but it seems that basic plan is now gone?!?

has it been replaced by smart premier? and why?

when i go to subscriptions, it says zero $ per month yet wants my credit card info.

are early arlo pro basic plans being grandfathered in to smart premier?

can someone please explain all this...

thanks, allen

sgtross · ‎2019-01-09

What is going on with arlo subscriptions?
It seems that basic plan is now gone?
Is it being replaced by smart premier?

When you go to subscriptions, it says zero $ per month yet ask for my credit card info.

Are early arlo basic plans being grandfathered in to smart premier? What action should be taken here.

Some have said do nothing and the basic plan remains the same.
Can anyone please explain all this...

Thanks,
Sgtross

jogearce · ‎2019-01-09

It is not. I noticed the same thing but then when i tried to switch, the final confirmation screen states it will be 9.99 after trial ends.

JoeCymru · ‎2019-01-09

The normal basic plan is for up to five cameras. There were special pacages on the market for six camera systems that allowed one to stay on the basic plan (Best Buy for one had this package, maybe still has). Theoretically, your serial number should have identified this as one of the six camera systems that can stay on basic. The 30 day storage is a free trial. When it expires, you either sign up for the $10 a month or it should revert to basic seven dayfor your special package of six cameras. No free 30 day storage.

arlopro2user · ‎2019-01-09

I got an odd warning looking at my videos today implying that I would only be able to view my cloud recordings if I went to an upgraded plan. Looking through the menus I found this page that also implies the basic/free plan is going away or being grandfathered out:

https://kb.arlo.com/000062163/Where-is-the-Basic-Subscription-plan

arlopro2user · ‎2019-01-09

I want to know this as well. It appears that slowly all the free cloud services (which made Arlo great to start) is vanishing.

sdrj · ‎2019-01-09

Jeez .. hope not

If that does happen then been sold Arlo Pro 2 under false pretences and will be returning for full refund

Lanctthetank · ‎2019-01-09

I hope it remains free too as the 7day cloud is perfect for and really dont want to pay

Fun4stuff · ‎2019-01-09

Nope, at least not based on the webpage you linked.

"You currently have and will continue to have all the benefits that were included with the purchase of your camera, including 7-day free cloud storage."

JPC · ‎2019-01-09

There's a transition right now going on with this new App integrating Arlo's 4K.. Now, I read there's a special 1yr. Smart premier plan for it.. So you might be confused by this..

arlopro2user · ‎2019-01-09

That phrasing isn't that the plan isn't going away, but people can keep it if they have it. The plan appears to be gone for any new customers.

Beachdayz · ‎2019-01-10

I have the original Arlo base and cameras. I bought the Arlo package specifically because I had access to five cameras without a subscription price. As of two days ago I no longer have access to record live video and I no longer have access to change my recording time from any of my iOS devices. I have the same system in 3 different properties and have the same issues on all three systems.

I can no longer access my Record button following these steps.

“Mode”

“Armed”

Tap pencil

“Recored Video” is grayed out and unaccesible.

How can I regain access to my record button?

Issue Two:

I have a shield with an !. When I tap on it I get three options”

“Call friend”

“Call e911”

“Cancel”

I have rebooted base station and resynced all cameras at each location. I have went on the PC and tried to sign in to each account on three different web browsers and I am unable to gain access to Arlo website.

When I go into Subscriptions through my settings it states “No Arlo Smart Plan Yet” ..... underneath it states “Where’s the basic plan gone?” When I tap on the question “where is the basic plan gone” it carries me to the Arlo product page to purchase a subscription. I should be grandfathered into any subcription change and receive the same services that I have received for the past four years when I purchased the systems. I will not purchase a subscription for an Arlo system. If I must purchase a subscription I will go with a system that has better video quality and much less lag time.

And why were we not notified by Arlo there may be changes? Typical BOHICA by Arlo. This is Arlo’s last chance to keep me as an end user.

Any help regaining access to my record option would be greatly appreciated.

AZ2019 · ‎2019-01-11

Same problem here. Allegedly all benefits originally included with the purchase (free 7-day cloud storage etc.) remain available, but the system no longer records to cloud or sends notifications.

The most charitable interpretation I have is that this is a hiccup resulting from a misconfiguration during the change to the new plan structure. I hope this will get fixed soon, otherwise I see a nice class action suit coming.

jguerdat · ‎2019-01-11

The fastest thing to do to regain control is to reset the system (yes, I know it's a PITA). Remove all devices from Settings, My Devices and start fresh. WHile this takes some time, you should end up with a working system in half an hour.

Beachdayz · ‎2019-01-11

Jguerdat..... Have you tried the total reset of the whole system? I don’t want to attempt it and then lose more functionality than I already have. I know in the agreement Netgear states they can change or stop providing any function at any time but you would think they would at least let you know they are doing so. And if it is some type of config error/malfunction it would be nice if they would be responsible and at least respond to my inquiries made directly to Arlo support online and through the customer support line with an explanation.

I was able to finally get onto my Account through the website and adjust my record times from there but as of right now the adjusted recording seconds are not carrying over to my iOS devices which continues to render the function useless.

Only thing I still need to check is if I can regain my live record function from the web.

This is just as bad as Arlo advertising the system is Alexa compatible but the main function I use on my Arlo is not an available function with the Alexa Dot 3rd Gen..... (they failed to mention in their promotional marketing the functions were limited ) being the simple Arm and Disarm feature.

Beachdayz · ‎2019-01-11

Where did you get the info of it being a miconfiguration? Did this come from Arlo?

Beachdayz · ‎2019-01-11

They are slowly making the system useless unless you give in and purchase a subscription. I have already given them $2100 in the past four years for systems for my three properties. With a consistent loss of features and the outdated functionality of the system, especially with the 8 to 10 seconds lag time from alert to record, I feel I have more than paid for the access to all the functions that were available when I purchased my systems.

jguerdat · ‎2019-01-12

@Beachdayz wrote:

Jguerdat..... Have you tried the total reset of the whole system? I don’t want to attempt it and then lose more functionality than I already have.

I haven't reset recently but have several times in the past with no loss of capabilities. The reset is for the hardware, not your account. Computers (Arlo is basically a computer system at heart - yes, I know that's simplistic) get stupid occasionally and a reset can get them working right. Part of the issue is whether beating your head against a wall continuously is a better solution than a reset (see Einstein's comment about insanity). It's just faster to start fresh and clear out any potential weirdnesses than to try little fixes that don't work over and over.

Only thing I still need to check is if I can regain my live record function from the web.

I was able to finally get onto my Account through the website and adjust my record times from there but as of right now the adjusted recording seconds are not carrying over to my iOS devices which continues to render the function useless.

I found just today (again) that the app is still displaying modes, rules and schedule wrong - basically anything in the Mode tab. Use the browser for checking and setting these items or you're pretty much guaranteed to have problems at some point.

Beachdayz · ‎2019-01-12

Thanks for the advice. Unfortunately all I can do is search for little fixes for two of my systems as one is at my rental unit in Cocoa Beach, Fl and my elderly tenants are not capable of even resyncing a camera bless their hearts. The other system is at my beach condo and it will be two more weeks before I can make it there. Every time I have to even reboot a system from home (Va Beach), it seems within a couple of days ALL three systems go offline. Just very frustrating at times.

Beachdayz · ‎2019-01-12

Another forum has said it was “Possibly” a misconfig error when they rolled out the new app change with the last update, which mainly pertains to Arlo Pro and other newer models.

I have tried to reach Arlo support online and called Arlo CS to no avail and can not get a response as for these new issues. If it was an error, ok fine that is acceptable, but fix it. If it was a change in functionality then _alls up and say so. Going dark on the end users does not make the problem go away. In the long run only the end user will go away, to another companies product, which is what I think Arlo is doing, trying to phase out all the “Basic Plan” users and go to all paid subscribers. Just because I don’pay a monthly fee for a subscription doesn’t mean I didn’t shell out a large amount of cash up front to purchase the three systems I have to have the functions that led me to go with Arlo to begin with. If everyone is going to be subscription based for wireless cameras it will just be cheaper in the long run to buy a competitors camera system and go hardwired and only need an internet connection without a subscription to access and maintain my systems.

Beachdayz · ‎2019-01-13

Update:

I copied and pasted the following post from another thread I found. The last post is what Arlo has posted pertaining to maintaining the functions you recieved when you purchased your system.Hope this helps clear up some of the issues we are all having.

Original post from Arlo end user

2019-01-08 05:37 AM

Just updated to the latest IOS version released a few hours ago. Unless I’m missing something the manual record and snapshot buttons are gone. Please bring them back to the viewing page.

Model: VMC4030P | Arlo Pro 2 Wire-Free Camera

Message 1 of 48

Reply from Arlo

JessicaP

Arlo Employee

‎2019-01-10 12:02 PM

Re: Record and snapshot buttons gone on latest iOS app version

Thanks for providing the useful information. Our development team is aware that some users are unable to see the record and snapshot buttons on the Arlo iOS app and is currently looking into this issue. We appreciate your patience and understanding about this and will provide any update as soon as we have more information to share.

And to add on, have you updated to the latest iOS version, which is iOS 12.1.2? If not, try to update to the latest iOS version and see if that resolves the issue. And are any of you using local recording (USB/MicroSD)?

Message 31 of 48

Reply Two from Arlo employee Jessica

JessicaP

Arlo Employee

‎2019-01-11 04:37 PM

Re: Record and snapshot buttons gone on latest iOS app version

Thanks for the detailed information, everyone. I'm sharing the information to the development team and will update you when we hear any new information coming from them. We appreciate your patience once more.

Message 47 of 48

——————————————————————————————————

United States (English)

Arlo Support

Where is the Basic Subscription plan?

Was this article helpful? Yes No | 354 people found this helpful in last 30 days

Arlo Technologies is introducing some new subscription plans. If you have an Arlo Wire-Free, Pro, Pro 2, Go, Q, Q Plus, or Arlo Baby camera, you don’t have a ‘paid’ subscription. You currently have and will continue to have all the benefits that were included with the purchase of your camera, including 7-day free cloud storage.

Some Arlo Ultra cameras are bundled with a subscription to Arlo Smart. After the subscription expires, the Ultra camera will have the following available features:

Live streaming
Two-way audio
Push notifications
Device view snapshot update from last motion alert
Local recording (requires a USB drive or an SD card)
Amazon Alexa, Google, Home, IFTTT, and other third-party smart home integrations

This article applies to:

Arlo (3)

Hopefully they are really going to fix this issue and not just blowing smoke again. I would appreciate if anyone who hears anything about the fix would update this thread. Thanks

ArloC · ‎2019-01-17

Very happy with my Pro2 system -- until now. The 7-day retention was fine. Early this morning, I foolishly accepted the iPhone update that Arlo has been nagging me to take.

Now, clips from only one of the five cameras are saved in the Library. And, in the app under Subscriptions, I get a smart-Alec: message: "Where's the Basic plan gone? - which doesn't answer that question when you click on it. You just get a very, very verbose pitch for the advanced paid apps. I can't use any of those features since all of my cameras are battery powered.

Is there any news on this issue in the week that this thread has been running?

Thanks,

Record and snapshot buttons gone on latest iOS app version

Arlo Support

Arlo App for Support

Arlo
Support

Arlo App
for Support