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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.
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