Arlo|Smart Home Security|Wireless HD Security Cameras

Free subscription with Ultra disappears as do CVR plans

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BenMaine Aspirant
Aspirant

My latest problem with my Ultra Camera system... I have purchased 3 Arlo Ultra 4 packs with basestations within about the last 9 months. So I have 3 base stations and 12 cameras. They have been nothing but trouble. The don't record most motion no matter what we do and when they do they start too late or cut out to early. The lag on the audio and video makes the system nearly unusable. It can be 30 seconds sometimes, most of the time it is about 6 seconds. Originally we wanted to use them outside but the motion detection range is so short we shifted them inside and they don't work much better. Anyway, setting all of the other issues aside, our smart subscription and CVR subscriptions just up and disappeared. Which means all of our records have also disappeared. Obviously this is unacceptable for a surveillance system.

 

Hopefully we can get this particular issue resolved promptly. No matter how this goes however after months of struggling with this system it would be impossible to recommend for anything but essentially amusement. It is not reliable enough to be counted on for actual security/surveillance. Even when everything is working the lag time is so long as to make it useless. Very disappointed with this system and the fact that I have wasted $3k and countless hours on it. 

 

case 41427031

Model: VMB5000 | Arlo Ultra SmartHub
JamesC Community Manager
Community Manager

BenMaine,

 

Given the number of issues you seem to be experiencing regarding motion and subscriptions, I encourage you to continue working with the support team directly via your open support ticket to arrive at a resolution. Please let me know if I can assist further.

 

JamesC

BenMaine Aspirant
Aspirant

James,

 

That is our intention. However, it has been 5 days since we opened the support ticket and have not heard a word back yet. Our system is still unusable, no recordings in our library. 

 

Ben

Model: VMB5000 | Arlo Ultra SmartHub
BenMaine Aspirant
Aspirant

I finally heard back from Arlo support last night. Feb 6. Nothing fixed. No news. 

 

I received three small refunds to the credit card I have on the account last week. For strange amounts that I have no idea what they are for. 

 

I finally just repurchased another subscription so my cameras would work but of course I have lost all of my records. I do not understand how this is an appropriate response to this situation. 

BenMaine Aspirant
Aspirant

Still nothing. I am beginning to wonder if anyone is going to do anything about this. 

 

Another issue I forgot to mention is the camera's freezing when plugged in and running CVR. The cams we run CVR on seem to get hot and freeze. Constantly. Not sure what to do about this either. 

trickytcamgeek Luminary
Luminary

I was thinking of buying the Ultra for about a year.   

 

I was partially put off by a lack of trust that I have in the company.   (By all accounts, the support is falling to bits

 

I was also even more put off when I realised that you can't get 4K unless you pay $15.99 a month after the free trial is over. 

 

I own 23 cameras (Pro and Pro 2) and would like to replace them with the 4k Ultra models.  That would mean taking on a  commitment  to pay $4'413.24 per annum after the free trial ends.  I don't much like subscription based services.  Your post proves it.

 

Your post gives me the reason to not upgrade.   Thanks for saving me some money!

 

Model: VMB5000 | Arlo Ultra SmartHub
Guru StephenB Guru
Guru

@trickytcamgeek wrote:

 

I was also even more put off when I realised that you can't get 4K unless you pay $15.99 a month after the free trial is over. 

 

I own 23 cameras (Pro and Pro 2) and would like to replace them with the 4k Ultra models.  That would mean taking on a  commitment  to pay $4'413.24 per annum after the free trial ends.  

 


Something is very wrong with your math.

 

US pricing is $14.99 for 5 cameras, and $2.50 for the remaining 18.  That would be ~$719.88 per year, not $4413.24.  If you were willing to settle for 2K, then the price would be lower (~$443.88)

 

Note that if you have the 5-camera plan, additional cameras are 1/2 the cost listed here:  https://kb.arlo.com/88/What-are-the-available-Arlo-subscription-plans-and-how-much-cloud-recording-i...

 

If you are in Switzerland (the only location where the prices are 15.99 per month) then you'd pay ~720.88 CHF (or ~444.88 CHF for 2K).

 


@trickytcamgeek wrote:

I don't much like subscription based services. 

 


FWIW, I don't much like them either.  But cloud storage does cost the providers, and ultimately that cost has to be paid by consumers.  Subscriptions are IMO fairer than trying to build those costs into the camera prices, and it is a more scalable business model.  

 

There is however a free alternative.  You can use direct access to local storage to access your recordings.  There is some drop-off in features - at the moment, grant access isn't available, or thumbnails.  You also either need to use port forwarding or a VPN to access your videos when you aren't connected to your home network.

BenMaine Aspirant
Aspirant

I am very disappointed by the whole experience. There is still no resolution to the original issue I started this post with. It doesn't seem to matter what we do with the CVR active the cameras lock up. We tried different cameras, different cords, different positions, etc. And we have these in a 50 degree F interior space. Its not like they are in the sun.

 

We had used the Pro and Pro2 previous to the Ultra and they worked quite well. I am very sorry I moved to the Ultra's. The increased resolution was to much of a temptation but it was a serious mistake. 

 

We have started to look in to some more professional systems at this point. Theses just don't work well enough. Like I said in the post they are fun toys. The resolution of the image is impressive. But the horrible quality at night, short trigger distance on the motion detection, ridiculous delay in the feed and myriad of other problems has convinced me these are worthless for actual surveillance and security. 

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