Multiple issues with all Arlo products on new app

[MichaelT90]

I have the following issues:

Arlo support don't answer their phones.

Chat button doesn't work. 

Mechanical chime doesn't work. 

None of my cameras observe schedules. 

None of my cameras observe geofencing. 

Setting app to standby or home mode does nothing and they all reset to away mode upon restart of the app.

No longer able to disable 1 camera whilst charging

Activity zones are not observed.

I'm getting quite stressed with notifications popping up all the time, day and night "motion detected" and to top it all off Arlo now restrict the amount of storage we can use, which wouldn't be a problem if all these above issues were resolved. 

This is a premium product, yet there appears to be absolutely no support. I've left a review on the play store where I was told to contact support, I have done that multiple times, as I said they don't reply to emails, chat doesn't work and phones don't seem to be answered. I'm at a total loss as to what to do. 

We have the multi camera subscription. 

Any advice as to how I can get these issues resolved, it would be very greatly appreciated.

[StephenB]

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@MichaelT90 wrote:

I get they wanted to modernise it, but when it didn't work they should have rolled it back to the last known good config... They're in too deep now.

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I agree they created a huge mess for themselves.

Rolling back would have destroyed their home security and Pro 5s launch, since both depended on the new UI.  So I can see why they didn't want to do that.  Still, it might have worked out better.

[Edinburgh_lad1]

Maybe so, but still they could have given the user the option to choose between the two, rather than force that keech onto us. And not once has there been an apology. I find this offensive. 

[MichaelT90]

This! 

Sonos ran 2 apps for ages for their older products. I mean their own recent so updates are a similar story now sadly, but it's proof there are ways of handling it. And they're CEO did apologise and put forward their plans to fix the issues they created. No such comms from Arlo, and it's their support teams stuck in the middle. I've been in their shoes, and I don't envy them, because I imagine they're not allowed to tell people features are broken with no way forward.

[StephenB]

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@Edinburgh_lad1 wrote:

they could have given the user the option to choose between the two

I agree.

[MichaelT90]

Well we're almost 10 weeks on, and absolutely no progress... Round and round in circles. 2nd attempt at trying to get them to escalate my ticket.

[MichaelT90]

Please, everyone who reads this and has an issue, please please please raise a ticket with support, they won't be able to help, but it adds to their stats, and the more of us who raise a ticket the higher up the priority list it becomes as they will either have to employ more staff to deal with these support tickets, or actually fix the bugs. 

Don't let them close the ticket until the issue is resolved either. I work on an it support help desk, trust me, eventually they find out at the top of its shown as a big enough issue

[BrookeN]

I have created a ticket for support to reach out to you, they will be reaching out as soon as possible. 

[MichaelT90]

Thanks Brooke, I still have the ticket open you raised for me back in June.

The issue is that I've been playing ticket tennis with them for the last 10 weeks, where they ask me to delete and recreate the automations, I tell them I've done it, and it makes no difference, they tell me to delete and recreate the automations and do on...

I think it's safe to say they don't know what the issue is, and can't fix it. If only they were honest about that though... I hope I'm wrong, but 10 weeks with nothing of substance to prove me wrong

[Edinburgh_lad1]

> The issue is that I've been playing ticket tennis with them for the last 10 weeks

Aye, that's about right. I just started my ticket tennis game here in the UK. They conveniently ignored my first email to support (with a list of issues), but at least they're dealing with the second one (one issue)....

[MichaelT90]

Oh dear! Good luck! Don't give up. It's important that their stats reflect the real world, so it needs to stay open until the issues are actually fixed.

[Whoshadagutsful]

Keen to follow along in this thread as having the same issues. The system seems rendered useless compared to its old functionality. 

[MichaelT90]

Yep! 

Unfortunately "support" are still asking me to repeatedly setup and then delete, then setup again my automations... When I asked what they've changed to make it an excersize in futility, they confirmed "nothing" but they will close my ticket if I don't play along...

If you haven't already, make sure you raise a ticket with support, and ensure they keep it open, the more people that do this, the more likely the statistics will force them to do something... Anything...

[Whoshadagutsful]

What are some solutions/work-arounds being used at the moment? Primarily in my situation home/away automations not working & automations + scheduling capabilities removed?

I've given up keeping a ticket open, but will start a new one. This issue has been affecting some since 2023 according to these forums,  which is ample time I would have thought to develop the capabilities that existed before if Arlo were going to do anything.  

[MichaelT90]

Workarounds? Um... I'm short, no, nothing works. 

The schedules I have set without geofencing don't set at the time specified, like many others have mentioned. It's like there's a guy in a garage doing it all manually lol! 

Keeping a ticket open is about showing on their stats, sorry can't fix this issue, but it will allow the powers that be, see.

[MichaelT90]

The schedules times are slipping and I don't have geofencing on... Ugh... I really wish they'd sort this mess out, it's been so long now.

[Whoshadagutsful]

Anyone had any further updates. Support has gone completely silent

[BrookeN]

Our development team is working on a resolution for the behavior you are seeing with Geofencing. I do not have any updates at the moment. But I will reach out to the community as soon as I do. 

[Whoshadagutsful]

Hi Brooke, thanks for responding. Is it not reasonable to expect a more definitive update on the issues by now? Arlo have been working on the issue for over a year without sharing how progress is going or if a resolve will ever be found? All the while subscriptions continue unadjusted for a lesser functionality. 

Any chance of a more thorough update to reassure the consumer  please? 

[MichaelT90]

I second your comments. 

My case has been going on for around 5 months at this point with no progress on the geofencing and scheduling issues. 

I was told the scheduling issue was fixed, I have schedules setup, support can see them, but they simply never apply. It's been a couple of weeks, not once have they applied. 

Couple this with the fact that geofencing also doesn't work, I have to have the cameras and doorbell armed 24/7, with now limited storage, and I'm paying more for the service then when I started. It hardly seems fair. 

I need 1 additional camera, which I had planned to purchase over the black Friday deals week... I have decided against Arlo for it. 

Michael