Arlo Customer Support is Terrible

[MusicManLarry]

I’ve spent thousands on a couple of systems, a four-camera Ultra 2 system being the current one. I went into the Arlo website to download the Ultra 2 Owner’s Manual. The link takes you to Arlo’s Main Page. I started a chat (which was absolutely useless by the way) and went around in circles with a bot. It finally asked me if I would like to speak with a human and then informed me that I CANNOT talk to a human because I don’t have a paid plan!

I find this absolutely disgusting. I’ve spent thousands on equipment, but can’t talk to customer service because Arlo is SO greedy as to make it impossible if you don’t purchase a plan ON TOP OF a sizable equipment purchase. The word ‘hate’ somehow comes to mind.

There are other security camera vendors out there, and when it’s time to update the current system…, guess what. I wouldn’t recommend Arlo to ANYONE. The worst thing is they really don’t care!

I won’t even go into the app with all the sales popups, which make me nuts!

The bottom line: Arlo cares MUCH more about their bottom line than they do about their customers. Try and prove me wrong on that one!

[BrookeN]

Hello,

First I want to apologize for the frustration you feel. I would be more than happy to help you with any questions you may have. While it is true that support can only be reached if you have a subscription, the community has a wealth of information. As well as mods and superusers that are more than happy to help with any questions you may have. If support is needed or an type of behavior needs escalated I am able to help you with that as well. 

You can find the user manual here:

https://share.google/sZETkqbxbNpKgPIhc

If you have any other questions regarding the Ultra, please let me know. 

[MusicManLarry]

On Apple's Home App website, it states that the "Arlo Ultra Wire-Free Security Camera" is compatible with "HomeKit Secure Video". I have Arlo Ultra 2 cameras and don't see anyway to record and review video in Apple's Home App. According to the compatibility list, I should be able to, unless this was available only with the original Ultra camera and no longer available with the Ultra 2. What is going on here???

Cameras: VMC5040

Firmware: 1.070.54.0_3_14be8bc

macOS v26.0 (25A354)

Home App v10.0 (1097.1.3.4.6)

#https://www.apple.com/home-app/accessories/#section-cameras

[BrookeN]

The Ultra series are compatible with the Apple home. Your base probably needs a token reset I can do that for you. Then follow the steps within this link to set up without a code.

https://kb.arlo.com/000063184

[Edinburgh_lad1]

The issue here is that it doesn't say on the box or you're not informed at the point of purchase that in order to talk to Customer Services you need a subscription. I'm fine with Customer Services being only accessible if I have a subscription, but not when I'm not told about it beforehand, i.e. during the purchase. 

[MusicManLarry]

Hi BrookeN: I appreciate your help, but you didn't fully understand or read my question. I'm not having an issue viewing cameras in Apple's Home app. They are there. What I'm trying to tell you is video from the Arlo cameras is supposed to upload to iCloud. It's called "HomeKit Secure Video". I have 4 Ultra 2 cameras. Apple’s website says Ultra cameras are compatible with this service, yet nothing is uploading to the cloud. Did this stop with the Ultra "2" cameras? I have all the settings correct in the Home app. Under "Home Settings" > "People" > "My Name" > "Cameras", I have "Stream & View Recordings" checked. The recordings are supposed to automatically upload to iCloud, but they are not there. What is the issue? P.S. Apple provides unlimited recording space FOR FREE. I'm also disappointed that Arlo openly supports Alexa, but not Siri. I'm honestly thinking of selling all my Arlo equipment with all the issues I seem to be constantly having and going with another brand that cares more about supporting Apple products, which I've been using since 1989!

[MusicManLarry]

Hi BrookeN: I appreciate your help, but it's possible you didn't fully understand or read my question. I should have been more clear with my issue, sorry. I'm not having an issue viewing cameras in Apple's Home app. They are there. What I'm trying to tell you is video from the Arlo cameras is supposed to upload to iCloud. It's called "HomeKit Secure Video". I have 4 Ultra 2 cameras. Apple’s website says Ultra cameras are compatible with this service, yet nothing is uploading to the cloud. Did this stop with the Ultra "2" cameras? I have all the settings correct in the Home app. Under "Home Settings" > "People" > "My Name" > "Cameras", I have "Stream & View Recordings" checked. The recordings are supposed to automatically upload to iCloud, but they are not there. What is the issue? P.S. Apple provides unlimited recording space FOR FREE. I'm also disappointed that Arlo openly supports Alexa, but not Siri. I'm honestly thinking of selling all my Arlo equipment with all the issues I seem to be constantly having and going with another brand that cares more about supporting Apple products, which I've been using since 1989!

[MusicManLarry]

I hear you, but it is still annoying to have spent 1,000's on equipment and not be able to talk to a human!

[BrookeN]

I assure you I am a real human. I do apologize for misunderstanding what you were saying. We do support the Apple Homekit, however Secure Video is not.