heard weird beeping noises followed by unrecognizable words coming from essential indoor

[tingaries]

Our Arlo cameras were very likely #hacked a few days ago. I searched all the internet and couldn't find similar incidents recently (one case a few months ago and a few older cases). I want to share my experience and let fellow users know that having a creepy person speak to you via a webcam is not something you see in the news from time to time. It could happen to you. This is an important issue that needs to be addressed appropriately from Arlo's end. So far, my experience with customer service hasn't been great.

One night, we heard weird beeping noises followed by unrecognizable words coming from a deep voice coming from where we have a vmb4000 base station and an essential indoor (wired) camera. We were in other rooms when it happened, but there were no other devices in that room that could possibly make those sounds. The words sounded like, though not very sure,  "I saw you" in Mandarin Chinese. CREEPY! Since it was almost midnight, I just unplugged all the cameras and went down the rabbit hole on the internet for solutions and similar incidents. 

Contacted customer service person number 1. First, s/he suggested maybe the voice was from someone who has access. NO. Then s/he simply suggested we change passwords as if it is not a big deal. As if having a security breach is no concern for a company that makes home surveillance systems. S/he did open a ticket for me. In the email update, s/he said "this issue isn’t a privacy issue but just a back-end bug that we are aware of". BUT s/he got the issue subject WRONG. I chatted with you for several minutes and you listed our issue as a "complaint of random video from another user's timeline". How can I trust your update? 

Contacted customer service person number 2. This time I just wanted to clarify my issue is about hacking/spying and not about random videos. S/he was helpful at first but in the end "requested" me (not suggest or recommend) change arlo acct password, wifi password, and the location of the camera. "If you face the same issue and let us know so that we can check this with our internal team." 

I am very frustrated with the help I got. The advice was not reassuring. Of course, all authorized users changed the passwords and turned on 2-step verification (3 of 4 us already had 2-step in place). I also changed the wifi passwords. Yet, without being reassured that they'll seriously look into it, like checking who accessed the camera around the incident happened, I am too terrified of having someone spying on us to plug the camera back up. And they won't "check this with our internal team" unless this happens again. How comforting (sarcasm). 

For the admin who's reading this, my case number is 4-3-zero-9-zero-7-9-6. 

[JamesC]

tingaries,

I will review your support ticket and request a status update on your case. An agent will reach out to you as soon as possible.

Please refer to your support ticket for any further inquiries.

JamesC

[tingaries]

Thank you JamesC for sending this case to a team. I was contacted by an agent very soon (she called. very helpful), and there's some internal confusion that another agent also contacted me few days later. Now my case is being handled by the second agent. 

I also want to share that it has been 12 days after this case was reviewed by an agent. The latest update I got is that 

"engineering is still looking into the issue and we'll get back to you as I get updates from them". Not sure it is the normal investigation duration. Or they are short staffed or my issue is too...critical? 

I haven't plug my Arlos back since the incident. I am sure some people can understand my concerns. Without knowing the cause of the incident, I feel unsafe to use the products. 

[tingaries]

I am the OP. I am here to update that my case, which was established more than a month ago, hasn't been solved. Not sure is this typical. The last update I got was from 2 weeks ago. They asked a few questions and I answered.

I will mark this post as solved after my case is closed.