Hello ARA89,
Thanks for contacting the Nest Community. This sounds like a very serious situation involving both your Nest account and the security of your phone. Let's address each issue separately and urgently.
Unauthorized Remote Access and Control of Your Phone:
This is an extremely serious security breach and requires immediate action to protect your personal information and prevent further unauthorized access.
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Disconnect from the Internet. Immediately: Turn off both Wi-Fi and cellular data on your phone. This will disrupt any active remote connection.
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Change All Your Passwords: Using a different trusted device (like a computer on a secure network), change the passwords for all your important accounts. This includes:
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Your primary Google account(s)
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Your email accounts
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Your banking and financial accounts
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Your social media accounts
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Any other accounts you access on your phone. Crucially, also change your Wi-Fi password. Choose strong, unique passwords for each.
Securing Your Nest Devices:
Once you have secured your accounts, if you still have access to your devices within your Nest app, we strongly recommend the following steps to ensure they are no longer accessible by the unauthorized individual:
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Remove Devices from the Nest App: Go into the Nest app and remove all your Nest devices from your account.
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Delete Your Current Home: Within the Nest app, delete the "Home" structure where your devices are currently connected.
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Perform a Manual Factory Reset on Each Device: This will remove any existing configurations and break any potential remote access established through the compromised account.
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Create a New Home and Reconfigure Your Devices: After factory resetting all devices, create a new "Home" in the Nest app and securely configure your devices using your newly changed and strong passwords for both your Wi-Fi and your Google account.
If you need instructions on how to factory reset any of your specific Nest device models, please reply with the model names, and I'll be happy to provide detailed steps to help you resolve this situation.
Best regards,
Kevin
