This topic

URGENT; Son locked out of email account.

JILLYFIN — Wed, 17 May 2023 19:52:37 GMT

My son has been locked out of his email account ('due to suspicious activity') and has phoned you and done your message service a total of 5 times now and keeps getting told to wait for a call back from tier 2 team because he doesn't have any security questions set up. They have promised he will be called on 2 different specific days with no results.

He obviously cannot join the forum himself as he needs an email address to do that with.

He needs it sorting out urgently as he flies out on holiday on Sunday and is expecting his tickets to arrive online any day.

his name is Daniel, tel; 07xxxxxxxxx Email: xxxxxx@btinternet.com

Please Please can someone call him to get this sorted out URGENTLY.

thanks

Jill

Re: URGENT; Son locked out of email account.

gg30340 — Wed, 17 May 2023 19:10:59 GMT

This is a BT residential customer to customer forum. Your post does not go to BT. The only BT staff are the forum moderators who do not necessarily read all the posts.

You need to remove your phone number and email address from your post as this is a public forum and it is also against forum rules.

Re: URGENT; Son locked out of email account.

Keith_Beddoe — Wed, 17 May 2023 19:12:05 GMT

@JILLYFIN

This is a public forum, please edit out your personal details now.

If they are not removed in five minutes I will move your post out of public view.

Thanks

Re: URGENT; Son locked out of email account.

licquorice — Wed, 17 May 2023 19:12:28 GMT

Please delete the email address and phone number, this is a public forum viewed worldwide. You will get more spam and junk phone calls than you know what to do with.

This is a customer to customer self help forum, you are not talking to BT.

Re: URGENT; Son locked out of email account.

gg30340 — Wed, 17 May 2023 19:16:48 GMT

Is the email account a BTMail email account and was it set up from your BT Broadband account?

If it was set up from your account and you never "gifted" the email account to him, you will be able to change the password from your MyBT.

Log onto your MyBT and go to "Your Products" then "Mail, Manage". His email address should be shown there. Click on "See Options" then 2Change Password".

Follow the prompts. If it asks for security answers it is in relation to the security answers which you provided when you set up your account.

Re: URGENT; Son locked out of email account.

gg30340 — Wed, 17 May 2023 20:25:38 GMT

As per the Private Message I sent you explaining where your post went and your subsequent reply in which you mentioned you no longer have any BT products I will include some of the message here in case it helps others.

Have you tried logging onto your "old" MyBT account. It may still be active particularly because your, albeit your son's email account is still active. Try using the "MyBT" button in the banner at the top of this page.

If that doesn't work try using the "forgotten password" link below the log on boxes on the email log on page. You can use the "Email" button in the banner . Because it was set up in your account use your security answers when needed.

Re: URGENT; Son locked out of email account.

JILLYFIN — Wed, 17 May 2023 20:57:17 GMT

thanks for your reply. i have tried the MyBT link, i think i did have a BtID at one point when we had a bt broadband and landline plan and usually keep a note of, now we are with vodafone and dont use the landline for anything but broadband, and i think i must have had a username rather than used my email address as a log in, so the BtID is not recognising anything i try. his account is still active-he has his account synced to his phone so he can see it is still a valid account just can't access anything.

i have had a message from a moderator now confirming that he has edited the personal details off and reposted it so not sure what else we can do now.

Re: URGENT; Son locked out of email account.

Devon_Dave — Wed, 17 May 2023 21:02:20 GMT

As you have now moved to vodaphone are you sure you still have an email address with BT?

Re: URGENT; Son locked out of email account.

JILLYFIN — Wed, 17 May 2023 21:17:48 GMT

Hi Dave

yes my son and I both use our BT email accounts every day. It has been a couple of years I think since we had broadband and landline with BT.

Re: URGENT; Son locked out of email account.

gg30340 — Wed, 17 May 2023 23:08:47 GMT

I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They will advise you by posting on this thread.

Re: URGENT; Son locked out of email account.

JILLYFIN — Thu, 18 May 2023 07:23:45 GMT

Thankyou so much

Re: URGENT; Son locked out of email account.

RobbieMac — Thu, 18 May 2023 09:11:32 GMT

Hi @JILLYFIN

Welcome and thanks for your posts.

I am sorry for the problems your Son is having accessing their mailbox. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

Re: URGENT; Son locked out of email account.

imjolly — Thu, 18 May 2023 09:22:13 GMT

@JILLYFIN

as you are no longer a BT customer and probably don't have premium email but still old use a btinternet address I would seriously consider setting up a new email address with say google or outlook before you are no longer able to access your BT email apart from using a web browser

New customers can no longer get BT email addresses so maybe things to come?

Re: URGENT; Son locked out of email account.

JILLYFIN — Fri, 19 May 2023 18:29:50 GMT

someone called my son earlier and he now has access to his account and been able to set up security questions so hopefully we won't have this problem again. not sure if they were responding to my post or the numerous phone calls he had made but either way just wanted to say a big thankyou to everyone involved for all your help. 👋

Re: URGENT; Son locked out of email account.

PaddyB — Fri, 19 May 2023 19:03:46 GMT

Hi @JILLYFIN,

Thank you for posting back to update the thread.

Thanks,

Paddy