Having lots of PROBLEMS - Need to talk to live person on phone

[ZZZZZZZZZZZZZZZ]

Does someone have phone number that an Arlo rep. will answer and help me with my problems.  I starting to wish I never purchased the Arlo security cameras 

[StephenB]

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@ZZZZZZZZZZZZZZZ wrote:

Does someone have phone number that an Arlo rep. will answer and help me with my problems.  

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They don't publish one, and if you google for it you will end up at a scam support site.

Phone support requires a subscription.  It's accessed through the subscription area of the app (not my.arlo.com).  You select a subscribed camera, and then scroll down to the contacts section.  You'll find a phone icon there.

Is your problem that you can't onboard a newly purchased camera in the first place?  Or perhaps that you cannot subscribe?  Mods can create a support case in those situations.

You could also describe your issues here (maybe one at a time), and see if the forum can help.

[ZZZZZZZZZZZZZZZ]

I did as you suggested and went to subscription area.  It shows I have Arlo Smart Premier Mult Camera plan.  It cost me $9.99 every month.  

Since posting I sent a email to support@arlo.com 

Krystal Anderson (Arlo Online Help)

6 Oct 2022, 14:09 GMT+13

Hi there,
 
You have reached support for Arlo Training and Events Management Software (www.arlo.co).
 
We do not support Arlo Home Security (www.arlo.com) and are not affiliated with or related to Arlo/Netgear, which provides the Arlo security camera system.
 
You can contact Arlo Home Security (Netgear) and find their phone number via the Arlo/Netgear support page.

Kind regards,

Krystal Anderson | Arlo Support | support@arlo.co

This has me confused.  Do I need to contact Arlo/Netgear?

The problem I am having is all my cameras are off-line and can't get them back on.  My internet WiFi is working fine.  I verified that with Xfinity.  My battery's in all my camera are charged and set to Armed.  However, I get the following on each camera -- "Your Arlo device appears to offline.  Please make sure it's powered on and connected to the internet."   I checked  and each camera is turn on. 

[ShayneS]

Please reach out to the Support Team to further investigate this issue you are experiencing. You can find several options for contacting support though the Arlo Mobile App by navigating to Settings/System/Support.

[StephenB]

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@ZZZZZZZZZZZZZZZ wrote:

Since posting I sent a email to support@arlo.com 

Krystal Anderson | Arlo Support | support@arlo.co

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Looks like you might have actually emailed support@arlo.co

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@ZZZZZZZZZZZZZZZ wrote:

I did as you suggested and went to subscription area.  It shows I have Arlo Smart Premier Mult Camera plan.  It cost me $9.99 every month.  

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Did you go into the support area of the app, and then select a camera that is in the subscription plan?  If you then scroll down to the contact section will will see an option for phone support.

[ZZZZZZZZZZZZZZZ]

Sorry for taking so long to get back to you.  I called Arlo last Tuesday (Oct 11) and talked to one of the tech.  Before the day was over I had talked to 3 different Arlo techs.  Each was blaming my Comcast provider.  However, after talking to my Comcast provider 4 different times and having a tech come to my house, there was no issue with my Comcast provider.  Arlo had me remove all the cameras and base station.  However, when we tried to add the base station, it tried to do a firmware update but was not successful, thus the base station could not be added.  Arlo finally determined that Arlo needed port 40 and/or port 443 open from Comcast.  I have contacted my Comcast provider since and they stepped me through the procedures to add these ports.  After more than 5 hours speaking with Arlo and Comcast, I have now been able to do a firmware update and add the basestation.