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Arlo, arlo, arlo or should I say ****gear,
First time contributor but medium term HIGHLY invested user in your product.
Let's set the scene:
So far, $3000+ dollars spent on your product in the last month including 3 Base stations and 12 cameras at three separate locations.
Also an Elite membership holder as the Basic or Premier plan only allows for one base unit which didn't account for **** in the past few weeks.
BTW nice job only allowing for read only access to this community for the last few days while your so called techs attempted to fix the internode issue. It gives me some idea how much you value your customers when you shut an information site down and fail to keep customers informed of your attempts to fix the IInet/Internode issue. Ever heard of sending an email to members of the forum to keep us up to speed of your developments. Your tech team should also have my personal mobile that they have failed to contact after I hesitantly called you tech support number last Saturday.
Additionally it's an awesome feeling to call your support team on (+61) 285 992 198 and get a 'This number is disconnected' recording. My call to 1300 361 254 was redirected to your level 1 call centre in the Phillipines.
Enough said so lets commence with the issue at hand:
My issue started on Saturday 11 July at around 2200 when the final images were captured form my 7 camera system in Brisbane which is connected through internode. The base displayed the as previously referred to amber light and I spent the better part of the next day trying to work out why it was no longer working after been running well from the initial setup for a week.
My solution was to take the base and a couple of cameras with me on my Mon-Fri journey to my workplace 3 hours from Brisbane. In this location I have another arlo base and a single camera monitoring my room. When I swapped out the base with the one from Brisbane and the two cameras that I brought with me it worked and I had a solid green light for the internet alongside the power and cameras led's. Problem solved so I thought.
So with the Mon-Fri QLD Country basestation + single camera along for additional fault finding I returned to Brisbane last Saturday and instantly hooked it up only to find both Bases at the Brisbane address were displaying the amber light. This led me to remove my Netgear R8000 router from the network which it was connected to and directly plug into the Netgear DGN3700 wifirouter ethernet port. Again an amber light for both.
It was at this time I had exhausted my troubleshooting methods and was additionally confused by the fact that the third base with four cameras in Melbourne had been running without issues the whole time on my arlo account.
So reluctantly I decided to call the Arlo contact us number to find as mentioned a disconnected number on the weekend but the 1300 after 30mins on hold success with the cluey personnel at level 1 netgear tech support. After another 15mins trying to explain the issue to an absolute MORON named Hannah (so called Expert ID# 46313 [I pity anyone who ever talks to her again]) she transferred me to an experienced arlo expert named Miriam (another Expert, ID# 46504). So after 1 hour and 13 minutes (see phone screenshot),
I commenced to communicate my issue with Miriam (also in the Phillipines). Whilst on the phone to her, she seemed to have no clue also, I searched the arlo community to find this discussion and after about 8 pages struck gold with the explanation that Arlo was having issues with Internode/IInet and when I informed Miriam she confirm after obviously reading the same post that this was the case and could not give a resolution date/time or connect me with the tech support tem to discuss the fault finding that I had performed as this was an internal number and I obviously had nothing of interest for them.......aaarrrggh. So the call finally ended with her supervisor who failed to identify her expert ID, Kath (obviously not an expert) said someone would contact me personally with an update on Monday morning. As of today this has not yet occurred and after reviewing the site the last few days noticed it was in lockdown until today for any additional input which commenced with JamesC. BTW the call ended after 1 hour and 39mins (see next pic).
Pic failed to upload (might be an issue you guy's might have to look into)
Not much time wasted at all on this product and it's so called Elite membership. So almost two weeks on I still do not have a functioning security camera system in Brisbane and god knows what is going on there, as I sure don't, three hours away at my Mon-Fri residence.
Thank **** that nothing is wrong with the Melbourne address as this would also involve a return flight to fix the issue. Luckily both Melbourne and the QLD country sites are both with Telstra and soon to be now Brisbane, because of Arlo's failure to fix the IInet/Internode issue.
It's lucky I wasn't fighting a war overseas for this great country, like I have in the past, and this issue came up then as I would have had nooooo way of resolving it. Doesn't instil much confidence in you product....Does it?
Happy to talk via PM anytime.
BlackShadowMech out!!
P.S. BTW you may want to inform Arlo customers that their arlo passwords are linked to their mynetgear passwords so when your playing with your mynetgear account it changes the arlo password as well.....was news to me in my troubleshooting and luckily didn't create too much drama when I changed nynetgear for my modem/router and arlo subsequently failed to login. Just another thought!
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