Bad experience with support - nothing working

[ic177]

I'm really struggling with Arlo.

I've paid a huge amount of money to buy a fully featured system with 8 external cameras, and 3 interior ones. I have a secure+ subscription.

I'm facing endless problems with the app and the setup. Here is the current list of critical issues I have found so far:

- Can’t add wired flood light (the option does not exist in my app under lights, or anywhere else)

- Cameras not adding to secure+ plan and being stuck on basic - the links send me in loops, and I only have one camera on my subscription, the rest I add just get stuck on basic. There is no way to add them to my subscription.

- Unable to access local storage from app - all the tutorials and help base articles talk about options not in my app. I can see it's recording onto my SmartHub, but they cannot be accessed from the app. I don't see the option in the app for the direct access, and I don't see local storage tab under the feed.

I've got an open case 00748790, which has been escalated, but here I am 4 days later, and still nowhere with any of these issues getting resolved.

The lack of communication and support for such an expensive subscription and expensive hardware is astounding.

No one ever contacts me back, I just keep having to call up and add more issues.

As it stands I'm not sure it is worth continuing the fight.

Can someone please escalate this again? Can someone help me get these basic issues sorted so I can continue with this system?

Thanks

[StephenB]

---

@ic177 wrote:

- Can’t add wired flood light (the option does not exist in my app under lights, or anywhere else)

---

What country are you in?

[ic177]

Hi,

I'm in the UK and I purchased from the UK Arlo store.

Thanks!

[BrookeN]

@ic177 thank you for providing that information. I have reached out to support, they will be contacting you as soon as possible. 

[ic177]

Thanks so much.

In addition, I noticed my previously added cameras have since been moved over to my Secure+ subscription since creating this post. That's great, thanks.

Sadly I just started adding more components to the system and once again they are sticking on basic when added.

Is there some way to fix my account so newly added devices on my location are automatically added to my Secure+ subscription? I feel like that is how it should work but something has broken?

Appreciate the support!

Thanks

[ic177]

@BrookeN @StephenB 

Sorry to ping you directly, but last time you stepped in I got some movement.

I've been adding new cameras, and they are all adding on Basic again. I've raised the issue with phone support once again on Monday, but still no movement.

All new added (or re-added) devices enrol in Basic plan, and there is no way for me to assign them to Secure+ plan. I'm really struggling with this - why are they not auto-enrolled? Having to go through support and nag them to do something which I'm paying for is really painful and slow.

Still unable to view local storage records - I have 2x smarthubs (5000s) and have no options to view local storage. It is pulling from the cloud fine (for the Secure+ cameras), but I am unable to review local recordings without pulling the SD cards which is a deal breaker.

In addition, still desperately waiting on this Wired Floodlight issue. I have still heard nothing back, and its coming now a week with no movement on that. I'm stuck with a half done install.

Thanks.