arlo subscriptoin but no support

[h31p]

I've had an arlo subscription for many years. I have a paid subscription, but have just wasted more than an hour trying to get support: none exists! Although paying monthly, I cannot see a camera on my Android phone. This started a few weeks ago. I have a message to upgrade, but I've already chosen a plan. The chat bot is worthless and annoying.

Sometimes when I try to contact support, arlo defaults to a friends account who has shared cameras with me. Even if I then select what is supposed to be my feed (which I cannot even see now), it switches back to there feed. Obviously, the arlo web site server's software is screwed up.

With the complete lack of support even with a paid subscription, and no ability to see a camera at all, I'm considering doing a chargeback on my credit card for services charged for, but not provided.

As almost all the online community says, arlo has gone drastically downhill as a company. Usability of their software is horrendous, since not usable at all. 

[BrookeN]

You do have a subscription for a single camera plan, which that camera has a critically low battery. I am unsure if that is the one you are unable to see? Can you tell me more which camera you are not able to see on the account? There is no way for the app to switch between a friends account feed and your feed are both the same. They show whatever the main owners feed shows. 

[h31p]

"There is no way for the app to switch between a friends account feed and your feed are both the same." Actually, feeds can be switched on the web portal and in the android app; one selects the feed to be viewed. You are incorrect, and the software is indeed messed up. I switched feeds in both the web site and my android app today; but I cannot see my feed--all I get is a message to upgrade that cannot be made to go away--clearly a software error.

I can see no camera in my feed. The camera I want to see in my feed is my doorbell camera. Yes, I have three cameras whose batteries need charging, but I want to see my wired doorbell camera in my feed. I'm Paying for a subscription. Until recently, I could see all cameras in my feed when batteries were charged, but arlo made changes without informing me. The only thing I see when I try to see my feed is an upgrade notice that cannot be made to go away.

Also, why can I never get phone support? Your chatbot told me that I was not "entitled" to live support. I spent over an hour trying to get support--time worth more than a few years of an arlo subscription.

[BrookeN]

Are you the primary user or the authorized user? Do you see library or feed at the bottom of the app? Can you uninstall the app and reinstall it please. Also, can you send a screenshot of what you are seeing. 

[h31p]

I updated the Android app this morning, but it didn't change anything. I am the primary user of my home cameras. I'm authorized to see my friend's feed. Feed switching menu shows at the top.

Attached is a screenshot of where one switches feeds in Android. It's partly grayed out, but it's hard to get a screenshot because it's difficult to get a screenshot of making a change in that menu--it jumps out when trying.

Also attached is a screenshot of my home feed which tells me to upgrade. Going into the upgrade menu does not help.

By the way, I have an engineering doctorate in the specialty of Usability. The standard for the measurement of usability measures three things: efficiency (how long does take to do something), effectiveness (is the task accomplished), user satisfaction (how satisfied is the user). A look at reddit or other social media provides data for all three; arlo is at the bottom of all three usability measures. We can measure them scientifically with tests, too.

[BrookeN]

Click on that calendar and choose a few days before todays date. And let me know if you see anything in feed.

[h31p]

If I click on the calendar of my Home feed, everything is grayed out because the app is telling me to upgrade; no date can be selected. If I select my friend's feed, I can click on the camera and see videos. I never made any changes. Arlo's software is buggy. 

[BrookeN]

Can you send me what you have set up under routines please?

[h31p]

Please bear in mind that when I bought arlo cameras for myself and my friend, the subscription was $3/month for five cameras with a base station. We added doorbell cameras later. I have not made any changes since then, but arlo obviously has; arlo has not been forthcoming with messages about changes to our accounts over the years. I'm being billed for a subscription, but still cannot see any camera in my home in my feed. I don't have a feed for my home. The Upgrade message has blocked me from my home feed or accessing the calendar.

I have made no changes to my routines since shortly after I bought the cameras. Attached is a screenshot taken from the arlo web interface. This is indicative of settings in other modes too.

[h31p]

I replied. Another item: I would like a refund for the money I spent on a service I did not receive, i.e. being charged for a subscription but not being able to see anything in my home feed.

[BrookeN]

Log out of your account and then log back in please. Are you using an iOS or Android?

[h31p]

Android, as I keep mentioning in this thread. Are you a bot that ran out of context? I logged out and back in. Still no home feed, just like on your web site.