2 weeks ago
Yesterday afternoon, I stopped getting notifications about my Google Nest cameras. I have footage in my email from yesterday morning and then nothing after the afternoon. I wasn't home all day. I went into the app today and it was asking me to set up a home (which was set up and working yesterday and has been for years). Went to the Nest website and it was the same story. All cameras gone, all video history gone and all saved clips in my account were deleted.
I did not request this or do this. I use complex passwords, 2 factor authentication, prompts on my phone for changes in security/location, etc. I do not share passwords, click on strange links, etc. I feel that this was Google's fault and they are not admitting it.
I am told that my saved clips can not be retrieved and that the only way a camera gets deleted is if the user does it. This is NOT true because I know that I didn't do it. I was working all day away from home and did not do this. When I asked the chat support if he could tell me more about how the cameras got deleted, he just kept answering me with form letter types of answers and not addressing the issue. He said that Google doesn't keep any information about our interactions with their servers/apps, which I know is a lie. If that is true, Google has no way of knowing when there is a data breach (which is what I believed happened yesterday)?
Has anyone else had their cameras and home just disappear recently?
I would like information on the device that executed the deletion of my cameras and video history? IP address, device type, app or website, etc. If you all can not provide that, how are customers supposed to stop this from happening in the future? How are you keeping our private information safe?
I would like someone to look into my account and tell me more about how my cameras were deleted, because I certainly didn't give permission for it or request it.
2 weeks ago
The most likely reason for what you are experiencing is that you have inadvertently logged onto the Google Nest app or the Google Home app with a different Google Account. It has happened to other customers in this forum, and would explain why you can't see your Google Nest "home/structure" or any of your cameras.
a week ago
Thanks for reaching out to us, and I’m sorry to hear about the situation. Let’s sort this out.
Have you checked if you are logged in to the correct account? If not, sign out of the account, and then choose Sign in with Nest instead.
I appreciate your help, @MplsCustomer.
@phi2356, I wanted to check and see if you managed to see the information I shared. Please let me know if you have any questions from here. I would be happy to assist and make sure you are good to go.
We haven't heard from you in a while, so we'll be locking this thread if there is no update within 24 hours. If you run into any more issues in the future, please feel free to create a new thread.