Nest cam being viewed by someone else outside my family

[Asvid]

Last night I experienced the most creepy thing ever. My husband was already sleeping, my daughter has her access revoked to her tablet after 9pm plus she has no access to the Nest app or the Google Home app. so around 12am and 2am I was getting a constant alert that somebody was viewing one of my cameras. Then in the morning when I try to check both of my active cameras, both aren't working. It says both cameras are offline.

Is that easy to hack a google camera? Or is Google spying on my privacy? This is too creepy.

[Kinda]

I hope you contacted support. That’s sounds very not secure.

[Asvid]

No, I don't even know how to reach out to them, they always funnel you to a robot and I'm not willing to deal with robots. I'd rather sell the entire sh*t out.

[MplsCustomer]

@Asvid 

If you were getting the alert for the camera in your Nest Hub Max, lots of customers in this forum have been reporting what seem to be erroneous alerts that someone is viewing the camera on their Nest Hub Max.

To contact Support, you need to start with the link below. On the "Resources" page, do not select any of the help topics but instead click on "Next step" to get to the contact options page.

https://support.google.com/googlenest/gethelp

[zoeuvre]

Hi folks, 

@Asvid, thanks for reaching out to us. I hope you've already gotten the answer you are looking for. Please let us know if you still have questions or concerns, as we'll be willing to assist you more.
 

I appreciate your help, @Kinda and @MplsCustomer. 

Best,

Zoe

[Asvid]

I haven't gotten any answer, reply or help from anybody, tried everything and also I just found out that the cameras take all the bandwidth from my internet service... Most likely I'm selling all those things out. 

[Jenelyn_O]

Hey Asvid,

Thanks for the update. At the highest video quality setting, your camera can use a large chunk of the internet connection to stream video. Slower internet service might not be able to keep up. Check your internet speed here: https://goo.gle/2JaUmYI. The page would show your download speed then click “Show more info” to check your upload speed. Have a look at this article for your guide: Internet bandwidth and speed requirements for Nest cameras. Changing your Nest Camera Video quality will lessen the bandwidth taken from your internet service. 

You can follow this guide to change your camera Video quality:

1. Open the Home app .
2. Touch and hold your device's tile.
3. At the top right, tap Settings .
4. Choose Video.
5. Under “Video quality,” choose Max or High.
   • High settings use less bandwidth.

I appreciate your help, @Kinda, @MplsCustomer, and Zoe.

Regards,

Jenelyn

[Jenelyn_O]

Hi there,

It's me again! I just want to check if you were able to try the troubleshooting steps I provided above. Please let me know how it goes.

Best,

Jenelyn

[Asvid]

I did all the troubleshooting and contacted tech support... at the end of the road "it's my fault" because according to them, it may be a compromised phone even they are uncertain of it... I'm tired of this tbh... I've invested at least 6 hours trying to get in touch with someone plus all the hours I've been researching crap and troubleshooting by myself. My best bet so far is to cover the freaking camera, utilize the mic when needed and that's it. Ppl inventing useless stuff with useless support.... is exhausting. As soon as I get time, I'm just putting it on sale, that's it.

[Lance_L]

Hi Asvid,

Thanks for posting in our Community — I’m sorry for the delay.

Do you have the case ID from Nest Support that you can provide so that I can take a look at what happened?

Keep me posted.

I appreciate the help, MplsCustomer, zoeuvre, and Jenelyn_O.

Regards,

Lance

[Asvid]

I don't know where to find that tbh

[zoeuvre]

Hi folks, 

@Asvid, it's me again — have you checked for your email address you used to contact our support? You may also check for other folders on your email address to check. 

Thanks,

Zoe

[Asvid]

I've been looking for hours and I dont have any message indeed. any thought who's the sender to look for it exactly? I have thousands of emails from google so is difficult to find it.

Do you know if there's a page where I can view my support tickets?

[EmersonB]

Hi everyone,

@Asvid, thanks for getting back to us. To confirm, have you tried restarting your Nest Camera? Have you tried enabling the 2 steps verification? What is the light status of your Nest Camera? In case you're still getting the same issue, try resetting your Nest Camera to the factory default. You may also try reaching our support team through a phone call with the link that MplsCustomer has shared. Let us know how it goes.

Thanks for answering, Kinda, MplsCustomer, Zoe, Lance and Jenelyn.

Best, 

Emerson

[EmersonB]

Hello Asvid,

We wanted to follow up and see if you are still in need of any help. Please let us know if you are still having any concerns or questions from here, as we would be happy to take a closer look and assist you further.
  
Regards,
Emerson

[Asvid]

Thanks Emerson, I need to try the factory reset. Yesterday I did that with a speaker that wasn't functioning correctly, I wasn't able to cast anything there... it was just stupid... immediately I did that, the camera that is still enabled stopped working and I had to unplug it and plug it back. I still need to work on the 2FA from one account and I will be able to test it again but might try all that within 2 months. I will get back to you once I try all that... I just have too many devices.

[EmersonB]

Hey Asvid,

We appreciate your update. We'll keep this thread open but please be advised that as Community Specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. This includes locking threads after a period of inactivity. We encourage you to start a new thread as soon as you try to perform the suggested steps. We look forward to seeing you here in the Community.

Thanks,

Emerson

[EmersonB]

Hi Asvid,

It's us again. How's it going? We wanted to make sure that everything is covered here. In case you have other questions in mind, you know where to find us.

Best,
Emerson

[EmersonB]

Hello Asvid,

Just one final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, we would be happy to keep it open. If there's more we can do, just let us know.

Regards,

Emerson