1 Message
Camera
My WiFi router was recently hacked and the cameras I purchased from Xfinity were also accessed remotely. Once they turned off the cameras (or made them go dark on the app). The hackers also changed the original recording to a single “still” photo and tampered with the audio, so that when I was viewing them, it appeared as they were working properly. During these times my home was broken into. Now, when I review the cameras away from home, the audio seems like it’s on a looped recording. I hear what seems like static, with movement in my house out of view of the cameras. I know it sounds very implausible, but I’ve been monitoring them for a couple of weeks and I’m concerned the hackers and home intruders may still be in them somehow. I’ve tried to report this multiple times, but keep being told to change my app password, etc. but the hackers seem to be a step ahead of me each time. I’m now on my 3rd router from Xfinity. Any thoughts about the cameras?
XfinityJosephA
Official Employee
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1.5K Messages
4 months ago
Hello, @user_57ws8i I hope overall your Monday is going well. This sounds like a very challenging situation to be involved in. Especially one that's related to your home. Resetting your password to your Xfinity account and Wi-Fi network are always recommended. Since you have tried a few modems it may be a good idea to restore your Xfinity Camera to default settings. You can get more details on how to do this here. Use the reset port behind the camera.
https://www.xfinity.com/support/articles/control-resetting-your-camera
If these steps don't help contact our Customer Security Assurance team. They can be reached at 1-888-565-4329. From 8:00am - 12:00am Eastern Time, 7 days a week. They are the team that’s equipped to help after these actions have been taken.
https://internetsecurity.xfinity.com/help/report-abuse
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user_v9d82y
1 Message
3 months ago
I’m sorry to hear you are going through this bc I had a hacking problem. They are always one step ahead bc they are usually monitoring you remotely in real time. I would bring in a specialist to secure your home network. I’m about to do the same.
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