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]

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@ic177 wrote:

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

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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.

[ic177]

Another week passed.

Still unable to use the system I have paid almost £2000 for. Cameras still stuck on basic. Ticket still "escalated". Still can't add floodlight camera. Still unable to use local storage.

Still paying for Secure+. Still unable to use it.

Losing patience now. 

[BrookeN]

@ic177 I apologize that you have no had anyone reach out as of yet. Let me reach out to support and have them contact you. 

[ic177]

Thanks @BrookeN - still haven't heard anything back from them.

I've already mounted this floodlight onto a high wall and its been there for weeks. No one else seems to have this issue - I've found old reports about it: https://www.reddit.com/r/arlo/comments/1hbfd0d/wired_floodlight_doesnt_exist_in_all_when_adding/

But they don't help as it was an app update issue - and I'm on the latest.

I can't believe it would be so difficult to fix. 

Trying to hold out hope, but the lack of fix is worrying.

[BrookeN]

What region are you located in?

[ic177]

UK, and all the equipment was purchased from the UK arlo store direct.

[ic177]

@BrookeN still not heard anything back from support regarding this. I'm in a really tough spot now with installed floodlights I cannot use. I'm actively paying for a subscription as well which isn't working.

I'm not sure what my options are - Arlo won't refund the equipment if it has been installed, so what am I supposed to do in this situation? It doesn't work as advertised?

[ic177 · Accepted solution]

Hi @BrookeN 

I thought I would let you know Arlo support finally got back to me today.

Long story, but basically I bought the Arlo bundle from the UK store which came with a free subscription marketed as Verisure. This has basically broken their backend system, and I'm not seeing all the options I should be seeing. They are aware of it and a fix will be sorted down the line.

In case anyone else comes across this, they offered me a workaround:

- Unlink all devices from existing account (have to hold reset switch for 20s until it flashes orange, then it removes from app via a notification)

- Cancel subscription on existing account

- Sign up to Arlo with a new email (has to be different)

- Add devices to new Arlo (and see all the actual region options you should see - including my wired floodlight cameras!)

- Buy subscription direct from Arlo, and this also allows you to manage your cameras -> subscriptions properly, and gives you CVR plan options if you want that as well

- Let support know new account details for new account, they then refund the subscription I purchased.

This also fixes all the other issues I had including not being able to use local storage within the app - all the settings for direct access now show correctly, and I can see it in my feed.

Was a long journey to get here, but it is all resolved now via this workaround.

Many thanks for all the escalations, I'm just glad we got there in the end 🙂

Also my subscription has reset from today, so I haven't had to pay for my lost time on the old account with the half done setup.

[BrookeN]

@ic177 Thank you for providing that update. I am happy that they were able to resolve  what you were experiencing. If you need any further assistance in the future, please feel free to reach out.