4K live stream and local recording downgraded to 2K 🤯

[jmwww1]

Please can Arlo justify why my 4K Ultra 2 cameras are now downgraded to 2K for locally processed video?

I expect my hardware to function the same now as it did when I purchased it, irrespective of the exorbitant subscription fee I choose to pay. 

[StephenB]

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@jmwww1 wrote:

why my 4K Ultra 2 cameras are now downgraded to 2K for locally processed video?

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If you have a subscription that is limited to 2K, then all the recordings are 2K.  The local recording is just a copy of the one stored in the cloud.

[jmwww1]

 so please explain this notification I get when I just deleted and reinstalled my hub and 3 extremely expensive cameras…

[jguerdat]

Is your subscription a current one or have you had it for a while? Previous versions of the sub were 2k for the cheaper plan and 4k for the more expensive one. If it's older, you may want to cancel the existing sub and resubscribe to a current one.

[StephenB]

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@jmwww1 wrote:

so please explain this notification I get when I just deleted and reinstalled my hub and 3 extremely expensive cameras…

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Looks like it could be better worded.

You get 4K local recordings

• if you have no subscription
• if you have a 4K subscription

but not if you have a 2K subscription.

I'm tagging the mods - @BrookeN , @JamesC , @ShayneS - to call their attention to it.

Do you have 2K subscription plan???  If you do have a 4K plan, then you might also fully zoom the cameras out, and then check the resolution of the recordings.

[jmwww1]

I subscribed to Secure Multi-Camera - Monthly on 12th March 2025 since I cannot afford to pay the extortionate £16.99 for the next level subscription. 
I am disillusioned that on-board capability of my cameras (ie 4K resolution) is denied to me on this subscription even at a local level (ie streaming via my own local network and recording to my own hub sd card). 
Arlo are making up the rules as they go along, assuming that they have consumers over a barrel and can spank them any time they fancy. 
Product not fit for purpose, advertising misleading and risking infringement of consumer rights. 
As you can tell I am exceedingly disgruntled with Arlo’s business practice and behaviour towards consumers who have already paid significant sums for a substandard product/service. 
Please advise how we as consumers can obtain redress for this unfortunate situation. 

[jguerdat]

The current plans are Arlo Secure Plus and Premium:

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

There's no mention of different resolutions. Where are you? Perhaps different regions have different plans. If so, you should be able to verify that your plan is or is not a 2k plan, either through the regional Arlo website or buy checking the subscription options via the app.

[jmwww1]

I have paid for 4K cameras. I don’t expect to have to pay anything extra to have that capability locally. I also didn’t expect to have to pay extra monthly to have the ability to take advantage of the advertised activity zone feature, which for the record is currently dysfunctional, despite deleting hub and cameras, re-adding to app (which entails a lot of wasted time and resetting all my custom camera combinations). 
So many defects and disingenuous promises, not to mention keep changing the goalposts in respect of subscriptions and associated monthly rates. 
Something needs to be done to repair the consumer confidence in Arlo. 

[Edinburgh_lad1]

I've reported that before and will report again, as nothing has been done about the issues:

- Mine don't always stream in 4k. As usual, it's Arlo's software issue

- When they do, they show the 2k badge which then changes to 4k without difference in the quality of the footage.

It's not just the goalposts with regards to the subscription that they're constantly changing, but with regards to other areas, too, etc etc.

[StephenB]

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@jguerdat wrote:

The current plans are Arlo Secure Plus and Premium:

That's true in the US.  But not Europe (and probably some other areas)

• https://www.arlo.com/en_eu/serviceplans

Secure Multi-Cam and Single Cam both clearly state that the resolution is 2K, and that you need Plus to get 4K.

@jmwww1 - this is nothing new - 2K subscriptions have had this limitation for many years.  Personally I think cameras should always record at their full resolution, no matter what plan you have.  But Arlo unfortunately doesn't do that.

As far as redress goes, your options depend on what country you are in - and advice given by users in other countries might not apply to you at all.