Change in subscriptions?

[djperkins68]

I am attempting to find out why anyone would pay for two subscriptions I have had ARLO since Feb 2021 and now I was having issues with my video doorbell since the 27th of December, I finally reach out to ARLO Support and was trying to find out why my doorbell will not connect to which I have been paying for since FEB 2021. Was told by the tech support is because I have basic ARLO. I said No I have ARLO Secure plus and had 6 cameras and one video doorbell to which your support stated that Arlo changed the policy recently and I have to upgrade and make a one time payment to which I told your tech support no!  I have spoke with your tech support since I have had my devices and they told me in 2021 that I was on the right plan there was no need to update and I Could have up to 10 cameras on the ARLO Secure plus. Now without notification this guy is telling me I can only have 3 cameras on my plan. to remove cameras and change plans without proper notifications to which is deceitful and false advertisement, and I will initiate a legal review and talk to a lawyer for a class action lawsuit for false advertisement, due to at no time did I ever agree to have more than one plan with ARLO. Not 2 not 10. 

[StephenB]

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@djperkins68 wrote:

 your support stated that Arlo changed the policy recently and I have to upgrade and make a one time payment

How did you contact support?

• https://kb.arlo.com/000062119/How-can-I-avoid-Arlo-support-scams

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@djperkins68 wrote:

they told me in 2021 that I was on the right plan there was no need to update and I Could have up to 10 cameras on the ARLO Secure plus.

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Actually that must have been one of the earlier plans.  Arlo Secure Plus allows unlimited cameras. 

One caveat is that the terms of service require the cameras to be in the same location (always the case with Arlo Secure and Secure Plus).  Although that has never been enforced before, if you set up multiple locations in the new "Feed" experience, then you will need multiple subscriptions.

[djperkins68]

803-761-0206. When I went to arlo chat I got the number 

[StephenB]

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@djperkins68 wrote:

When I went to arlo chat I got the number 

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Did they say what the payment was for?

[djperkins68]

Yes, they stated it was because I had ARLO Basic, and not the ARLO "whatever" they called it. I told them NO, and NO I was not paying for an additional subscription due to me already having Arlo Secure Plus, also the cameras and the doorbell are all in the same location, to which again makes ZERO sense.

[StephenB]

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@djperkins68 wrote:

Yes, they stated it was because I had ARLO Basic, and not the ARLO "whatever" they called it. I told them NO, and NO I was not paying for an additional subscription due to me already having Arlo Secure Plus, also the cameras and the doorbell are all in the same location, to which again makes ZERO sense.

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Current subscription plans are here:

• https://kb.arlo.com/88/What-are-the-available-Arlo-subscription-plans-and-how-much-cloud-recording-i...

They just added "arlo safe" and "arlo safe and secure".

But Arlo Secure Plus is still in the mix (costing $14.99 per month in the US for unlimited cameras).  There is no "Arlo Basic".  There are also no one-time fees - though it is possible that they were offering an annual subscription.  I'm tagging the mods ( @JamesC and @ShayneS ) as something sounds off here.

Are you seeing "Library" in the app? (Arlo is migrating to a new UI that says "Feed" instead).

If you see Library, you should be able to go into the account profile, and see your current subscription plan.  If you select "manage cameras", then you should be able to see what cameras are listed in the plan (and add any that aren't).

There unfortunately is a bug in Feed - users who are on that UI are saying they cannot make changes in their subscription.  Hopefully that will be resolved soon.

[djperkins68]

Yes i see the cameras under library and they are still recording on movement the way I set them up. I have ARLO Secure Plus showing 6 of 6 cameras participating and under CVR it shows "No Plan" 

Again on 27 Dec my doorbell stopped recording I did everything to include removing it hoping to start it afresh and since that day. My doorbell is not working, when I did a total hard restart and then removed it from the power for an entire day, this morning I attempted the same restart again and I have rebooted my hub quite a few times over the last 5 days. had the same issues, even tried to reinstall it without the hub this morning and it would not accept the QR code or recognize it. 

[StephenB]

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@djperkins68 wrote:

on 27 Dec my doorbell stopped recording

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Is it still under warranty?

On-boarding can often be difficult - obviously you managed it before, so it should be possible (though perhaps painful) to do it again.  Have you tried the factory reset procedure?

• https://kb.arlo.com/000062346/How-do-I-reset-my-Arlo-Essential-Video-Doorbell

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@djperkins68 wrote:

 and under CVR it shows "No Plan" 

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That would be typical (I don't have CVR either).  It's not even offered for the doorbells.

[djperkins68]

No no longer under warranty would be nice for that though. look I have tried everything and now just tired of trying for the 20th time to re-set and reboot this device.