Cancelled CVR plan and lost my free Smart Premier subscription - me too!

[sdkellner]

My issue is very similar to this thread https://community.arlo.com/t5/Arlo-Ultra/Canceled-CVR-plan-and-lost-free-Premier-subscription/m-p/17... which is now closed so I cannot add to it.

I bought an Ultra to add to my existing system in October 2019 and it came with one year of Smart Premier.  I initially subscribed to a CVR plan for this camera but due to issues with it, and particularly activity zone problems, I cancelled this CVR plan in December.  I then noticed that it was not possible to resubscribe to a CVR plan on any camera, and that others were experiencing the same problem, so I assumed that Arlo were working on improvements in the background.  When I checked back earlier this week I saw that the CVR plans were now available and so I reactivated a CVR plan on my Ultra.  Big mistake.

Two things happened.  Firstly, my Smart Premier plan was immediately cancelled - by Arlo, automatically not by anything I did - and all my previous recordings disappeared.  Secondly, the app told me that a CVR plan was incompatible with my mains-powered Ultra.  I contacted support and was told to cancel my CVR plan and they would reinstate my Smart Premier plan, but that this had to be done by customer services and I would receive an update email yesterday, and another today.  Neither have arrived.

Yesterday I received my 7th Arlo camera, but I am unable to add it to my system because to do so requires a Smart subscription.  I am not confident, from reading what others have been through with the same issue, that Arlo will fix this without the intervention of James.  So James, if you're there, please help!  I really don't understand why this is so hard - Arlo broke it, Arlo should fix it; they know I had Smart Premier before, and I've sent them the original activation email so they can see proof from my side.  Right now I have an effectively useless system with no cloud recording and a brand new camera that I cannot add.
 

[JamesC · Accepted solution]

sdkellner,

I've reviewed and escalated your open support case on this issue. An agent will reach out to you with an update as soon as possible.

JamesC

[sdkellner]

Thank you James.