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Email Hacked and Can’t Access as Hacker changed password and phone number

KWBrissle — Mon, 15 Aug 2022 20:19:20 GMT

My bt email account has been hacked and the hacker has changed my mobile number in my account so I can’t get a recovery code or new password and want to get back into my account or get it shut down so they stop using it as they hacked my other accounts as well.

Re: Email Hacked and Can’t Access as Hacker changed password and phone number

gg30340 — Mon, 15 Aug 2022 20:28:17 GMT

Call BT 0800.800.150 and report the hacking to them. They should be able to freeze the account and assist in getting back into it.

You should also notify any banks etc that your email account has been hacked if you use the email account or user name and password for your banking etc.

See link

How can I tell if my email account is no longer secure? | BT Help

Re: Email Hacked and Can’t Access as Hacker changed password and phone number

DavidM — Tue, 16 Aug 2022 14:29:04 GMT

Hi @KWBrissle and welcome to our community.

Sorry you're having problems with your email. @gg30340 advice is good but if you get stuck I'll be happy to lend a hand. I'll drop you a private message now so you can get in touch if needed.

Cheers

David

Re: Email Hacked and Can’t Access as Hacker changed password and phone number

ski1 — Thu, 08 Feb 2024 16:53:56 GMT

Hi @DavidM this same problem has happened to my dad! The hackers have changed his recovery email and phone number so he can't recover his account. He's going to call BT but can he do anything else or can you help? Thanks!

Re: Email Hacked and Can’t Access as Hacker changed password and phone number

maghater — Thu, 08 Feb 2024 17:31:46 GMT

As mentioned above, get him to check bank accounts etc., probably worth changing bank passwords etc. ASAP

Re: Email Hacked and Can’t Access as Hacker changed password and phone number

PaddyB — Fri, 09 Feb 2024 17:09:30 GMT

Hi @ski1,

Thank you for posting. I'm sorry if your dad's email has been compromised. I would suggest following @gg30340 advice and BT a call, they would be able to make sure the account is secure. If you need any help after speaking to BT, I can take a look at this for you. I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

Re: Email Hacked and Can’t Access as Hacker changed password and phone number

ski1 — Fri, 09 Feb 2024 18:13:35 GMT

Thanks so much, all. He managed to speak to BT after finding the number through this forum and was able to get back into his account and change his password. It was stressful, but resolved now!

Also a reminder NEVER to give out your email username and password even if it looks genuine!

Re: Email Hacked and Can’t Access as Hacker changed password and phone number

Bozhil — Fri, 09 Feb 2024 19:09:17 GMT

BY-3XC2CR

Re: Email Hacked and Can’t Access as Hacker changed password and phone number

Bozhil — Fri, 09 Feb 2024 19:09:37 GMT

BT-3XC2CR

Re: Email Hacked and Can’t Access as Hacker changed password and phone number

jane63moore — Sun, 11 Feb 2024 19:32:03 GMT

Almost certainly because you fell for one of the phishing messages asking you to log in again or they will cancel your account. I have a relatively who fell for this and exactly the same happened.

Re: Email Hacked and Can’t Access as Hacker changed password and phone number

jane63moore — Sun, 11 Feb 2024 19:34:27 GMT

This has happened to so many people. why is BT not warning people about these phishing emails? I now treat every email that claims to be coming from BT as spam. There was something recently about digital voice, which I've deleted. Might have been genuine but I'm not risking it.

Re: Email Hacked and Can’t Access as Hacker changed password and phone number

gg30340 — Sun, 11 Feb 2024 19:48:46 GMT

@jane63moore wrote:

This has happened to so many people. why is BT not warning people about these phishing emails?

See links

What is a phishing scam? Is the email I have received genuine? | BT Help

How to deal with spam in BT Email | BT Help

BT Scams | What you need to know to stay safe | BT Help | BT Help

Scams: How to protect yourself from scam calls and phishing emails | BT Business

How can I tell if my email account is no longer secure? | BT Help

I have received an email asking me to update my bank details on BT.com - Phishing emails | BT Business

Re: Email Hacked and Can’t Access as Hacker changed password and phone number

Callerab — Thu, 19 Mar 2026 10:36:16 GMT

Just wondering if there are any new suggestions about how to prevent this hacking. My experience tells me it hasn't been solved. BT will raise the security if someone is hacked regularly but that means resetting the password a couple of times a week which is not workable. And the only solution is to move email address.

And we're talking about people who know what phishing is and have extra security (on Windows we're talking about) and ensure their browsers are always up-to-date etc.

What's going on?

Re: Email Hacked and Can’t Access as Hacker changed password and phone number

gg30340 — Thu, 19 Mar 2026 14:51:31 GMT

The best suggestions are :-

NEVER click on any links in an email unless you are 100% certain you know it is a safe email and where the link is going to take you.

NEVER give your password to anyone no matter what story the tell you.

NEVER give out any PIN number to anyone if you had not iniciated the first contact.

NEVER use the same password on more than one account.

NEVER give out personal information unless you initiated the first contact.

Treat every email as suspicious until you are 100% happy it is genuine.

The security of your email account is mainly down to YOU.