This topic

BT email hacked - help needed!

jc25bill — Wed, 12 Feb 2025 10:23:12 GMT

My BT email was hacked last month (password was reset according to BT) so as to try and compromise my credit card. I am rather disappointed BT apart from knowing the time of the password change have little more information. It appears after speaking to them that a few months ago, someone called pretending to be me to change the mobile on my broadband account. I wasn't alerted by BT to this to add extra security and only found this out after my email was hacked.

I thought I had 2SA set up but they can't confirm if I did, they can't confirm how the fraudster managed to reset the password - I keep asking the question was it done by the fraudster online or did a BT guide ( live chat or phone) assist the fraudster to access my account. The Tier 2 email team said we don't have this information - which I struggle with, there must be an IT audit trail of how a password is changed, this is a telecommunications company - if you have phone records why not email ones!

I have held an BT and email account for a long period with them and I rather disappointed no information is forthcoming, I have raised a complaint and I waiting for a manager to call me back this week.

They can't even tell me if the fraudster accessed my broadband account!

Any advice or questions I need to raise with BT would be helpful. I am realising now no email is secure!

Re: BT email hacked - help needed!

Chris__S — Wed, 12 Feb 2025 12:44:56 GMT

Hi @jc25bill I'm very sorry to hear that your account was hacked, I can only imagine how stressful and worrying that must be.

It's good news that a manager is calling you back this week, hopefully, they'll be able to shed some more light on what's happened.

If you'd like to speak with an adviser sooner, I'd recommend giving us a call on 150 from a BT or EE mobile, or 0330 1234 150 from any other device or line.

You can find a link to our Contact Us page here

Chris S

Re: BT email hacked - help needed!

jc25bill — Wed, 12 Feb 2025 12:50:08 GMT

Thank you Chris that's very kind 😊

Hopefully I was get more feedback shortly, no one in the technical team could assist and neither could the Tier 2 email guide.

I was looking to hear also from other BT customer's to see if they had similar issues/advice for me:)