Arlo Customer Service Issues

Case No.[redacted]4 I require assistance as my Base Station does not reset itself in case of power outages or Wi-Fi disruptions. While my other systems reset automatically, the Arlo Base Station does not. I suspect it is faulty and should be replaced under warranty. If the Base Station goes offline when I am away from home, it fails to fulfill its security function. I have attempted to reset both the Base Station and cameras following the provided instructions but the issue persists intermittently. During my last trip to New Zealand, I was unable to reboot the security system from abroad, leaving my home vulnerable. Any help in resolving this matter would be greatly appreciated. Thank you, Ron B.

When I contacted Arlo Support, the representative mentioned that my camera was recording video in pink due to a network hack. They guided me through checking my event viewer for errors and advised me to pay $[redacted].99 for cleaning my computer. Despite their assurance and camera replacement, the issue persisted the next day. I feel let down by this experience and suspect it might be a support scam. I had received the system recently as a Christmas gift and registered it before New Year, expecting it to be under warranty. I urge you to investigate this matter promptly. Disappointed, R. Giunta Case # [redacted]1

I have three cameras that have been working well, despite past connectivity issues that I could usually fix with charged batteries or resetting. However, this month, after a couple of years, I'm facing similar problems that I can't resolve. One of the cameras shows offline, and the other indicates AC Power disconnection though they are battery-operated Arlo 2 cameras. I tried seeking help from communities with no luck - only minimal options and incomplete advice. People mention firmware and base updates, but I can't find where this information is located. I'm at a loss and considering giving up on everything.

Hello, I recently bought an Arlo doorbell and Arlo light with a bridge. The doorbell is working well, but there are issues with the bridge. It went through the initial sync process but couldn't detect my hub. Despite trying different power outlets and leaving it off overnight, it only shows the initial power light now. Arlo confirmed the bridge is faulty but wants me to pay for shipping again or provide my credit card in case the return item goes missing. I've reached out to the seller on Amazon for assistance. They refunded fifteen pounds to cover the shipping cost for the replacement unit, which I appreciate. I'm now in touch with Arlo support, awaiting the arrival of the new unit.

I am encountering recurring issues with my 6 Arlo Pro cameras, both indoor and outdoor. The cameras consistently go offline and require manual intervention to reset. Additionally, the motion triggers I set disappear randomly, causing critical footage to go unrecorded. The motion sensors also seem to function erratically, missing movement in the camera's view. Despite attempting to reach out to Arlo for assistance, I have been unable to access proper support due to login issues on their website. This ongoing cycle of malfunctioning cameras and lack of support has been frustrating. I believe updated firmware and software development are needed to address these persistent issues effectively.

I used to effortlessly link my Arlo base station, which includes three cameras, and my phone. Unfortunately, I am now facing difficulty connecting my base with my phone. Despite rebooting the base and confirming the internet connection, I continue to have this problem. I have extensively reviewed the troubleshooting page with no success in resolving the issue. Although my base has internet connection, the connection to my phone is not established. Consequently, my cameras are also unable to connect to the base. I had a functioning account before encountering this recent problem.

One out of three Arlo Pro 2 cameras displays highly pixelated video in the morning. To resolve the issue, I must restart the base station, which temporarily fixes the pixelation but causes the cameras to not appear in the HomeKit summary under the base station listing. The HomeKit app displays the cameras, as does the Arlo app. Initially, the problematic camera showed pixelation randomly, leading to the decision to power it via mains. The Arlo app indicates that the cameras are connected and fully charged, and all apps and cameras are updated with the latest firmware and software versions. This problem existed before upgrading to iOS 13.1 on various Apple devices. I am contemplating selling the system and abandoning Arlo. Please provide a phone number for technical support.

I would like to address an issue with my Arlo account associated with my email [redacted] I recently returned from a three-month trip only to discover a charge on my credit card for a subscription I had canceled through the app. Despite attempting to cancel through the app, I was still charged the full amount on my card ending in [redacted]. We have not utilized the Arlo system in over eight months due to ongoing battery issues and high replacement costs. I demand a refund for this unauthorized charge. Contacting customer service has been frustrating as the website instructions are unclear. To resolve this matter promptly, please email me your response as I am currently traveling. If there is no resolution, I will escalate this matter via social media. It is imperative for Arlo to improve their communication systems and cease charging for services that have been terminated. Thank you, Dianne Knight.

Hello, Arlo enthusiasts! Approximately a year ago, I bought a five-camera system at Costco. I am generally satisfied with the system, but I must address a concern about the fragile plastic wafer mounts. Regrettably, two have already broken. Additionally, I have resorted to using wooden supports for three of the cameras due to the mounts' inability to securely hold the camera position. I am eager to know if there are any current or upcoming redesigned alternatives for these mounts. Your assistance is greatly appreciated!

I recently updated to the new Arlo app, and now I face constant sign-in requests with a password each time I check on my home, which is at least four to five times a day. Despite the option of using a fingerprint touch, it does not work, causing me frustration. I am on the verge of switching to a different brand due to these difficulties. If this is the best Arlo can offer post-Netgear acquisition, there might be trouble ahead for Arlo. I urge you to reach out promptly with clear steps to assist me. I did not request the new app but was compelled to switch. I am disheartened by the inconvenience as I have invested significantly in these cameras that are now challenging to access. The previous system worked better, and I preferred it. Best regards, D. Rollins

I have encountered an issue with my Arlo Wire-Free HD Security Cameras (3) by Netgear. Ever since the September update, my cameras keep showing the message "Your base station is offline," rendering them inoperable. In previous instances, recharging the batteries resolved the problem, but this time, despite the batteries being fully charged, the issue persists. There have been no changes on my end, so I am perplexed as to why the cameras have become so unreliable after the update. I would greatly appreciate assistance in resolving this matter promptly.

I have 10 Arlo cameras connected, but only 5 are currently active. These include 2 Arlo Pro 2 and 3 Arlo Pro cameras. One of the active cameras with an Arlo Smart subscription, an Arlo Pro 2, was not sending notifications or videos when the system was armed. I contacted Arlo support via live chat on October 16th (Case Number: [redacted]0) about this issue. To resolve the problem, I removed the camera from the subscription, deleted it from the system, and then re-synced it back in. This fixed the issue temporarily, but it recurred about a week later, and then again on October 25th. This time, I tried a different approach of temporarily setting the camera to "inactive" status and then reactivating it, which seemed to work. It appears that the problem only affects the camera with the subscription, as my other cameras are functioning properly. I reached out to Arlo support again, but they were unable to provide a solution. I am looking for further assistance to prevent this issue from happening again in the future.

I have been using my Arlo Pro 2 three-camera system for a few weeks now and have had some success. However, I wish there was a comprehensive user manual included with the product, as not everyone is a tech expert. It would be beneficial, especially for older users like myself, to have a hard copy manual to make personal notes. I have a suggestion regarding registering the camera serial numbers to prevent theft, especially with recent incidents in B.C., Canada where people are stealing cameras wearing Halloween masks. You can contact me, Richard N., at [redacted] or reach me at [redacted] Muirfield Drive, Vancouver, B.C., V5S 2L7. As I am retired, I am available weekdays late morning or early afternoons. I appreciate your product but would love to have a detailed manual to better understand its full capabilities and programming options.

Hello! My English is terrible, so I'll write in German. We have some Arlo cameras and recently purchased an "ARLO GO" one. I am unable to set it up in your app. The original QR code is not on the box. For manual setup, I found the IMEI number but not the ICCID. When I press the sync button, the blue light briefly blinks and a photo sound is heard, but the camera is not being recognized by the app. The SIM card has no PIN and is on 3G with 2GB data. Even with 3G signal, the camera can't be activated. It seems like the camera may have been used before we got it from Amazon. Any ideas on how to solve this issue? Best regards, I. Gust

Hallo! Mein Englisch ist nicht so gut, deshalb schreibe ich auf Deutsch. Wir besitzen einige Arlo Kameras und haben eine "ARLO GO" erworben. Leider kann ich diese nicht in Ihrer App registrieren. Der Original-QR-Code fehlt auf der Verpackung, und obwohl ich die IMEI-Nummer für die manuelle Einrichtung gefunden habe, fehlt mir die ICCID. Wenn ich die Sync-Taste drücke, blinkt die blaue LED kurz auf und es scheint, dass ein Foto aufgenommen wird, da ich ein Kamerageräusch höre. Wenn ich dann mein Handy an den angezeigten QR-Code halte, ertönt ein kurzer Ton und die LED leuchtet orange. Doch wenn ich dann auf "Weiter" klicke, wird die Kamera vom Handy nicht gefunden, obwohl ein 4G-Empfang vorhanden ist. Die SIM-Karte hat keine PIN-Funktion aktiviert, und sie unterstützt 4G und bietet 3GB Datenvolumen. Woran könnte es liegen, dass wir die Kamera nicht aktivieren können? Ich habe das Gefühl, dass die Kamera möglicherweise schon einmal benutzt wurde, bevor wir sie über Amazon erworben haben. Mit freundlichen Grüßen, Gust.

I have a question about my Arlo hub. I am trying to eliminate my Wi-Fi signal to avoid hackers since it can be accessed within [redacted] feet of my home. I am testing Power Line Adapters to use my home's wiring for networking. This setup allows me to remove Wi-Fi from my devices. I am concerned about the security vulnerability of keeping my Arlo Hub, as hackers could potentially access my other devices through it. BlackHat expo experts claim this is possible. I would appreciate your opinion on this matter. Thank you. - Denny C.

I am experiencing difficulties with my Arlo Pro. I forgot my password and have been unable to reset it successfully through the app. Additionally, there seems to be a persistent issue with the app prompting me to update it even after I have already done so. Another frustration is that the cameras only charge with a specific charger and cord, which limits my ability to charge them conveniently. Moreover, seeking support through the app directs me to a community forum rather than providing direct assistance, which is time-consuming. I believe these issues hinder my ability to use the cameras effectively. I hope these concerns can be addressed promptly to improve my experience. Thank you.

I was expecting to capture more action on my camera with a paid subscription. I had heard that I could see a few seconds of video before someone enters the frame. For instance, when a delivery person drops off a package, I should be able to see them approaching and leaving, but I only get a clip of them leaving. I've adjusted the camera sensitivity to [redacted]%, but it hasn't made a difference. Am I overlooking something?

My Arlo Pro 2 schedule mode has stopped working properly. The scheduled mode is staying armed all the time even when it shouldn't be on. This issue is impacting the alarm system's functionality. I urgently need assistance to resolve this matter. I've searched the my.arlo webpage for the schedule settings, but I couldn't find them. However, on my phone app (I've tried using two different phones), the schedules appear to be set correctly.

My Arlo Pro camera is not charging despite multiple attempts. I have had the camera for over a year. After trying both the original charging cord and wall adaptor, I suspected the battery was at fault and replaced it. However, even with the new battery pack, the camera remains unresponsive. I have also attempted to charge the new battery using the original Arlo charger, without success. If there is a repair service available, I would appreciate any assistance in resolving this issue without having to purchase a new camera. Thank you for your help.