Remove an unknown Account Manager from My BT

[davej31]

An elderly neighbour was Phished a couple of days ago and she lost control of her account.

We managed to get it back but checking her MyBT there is an Account Mgr we do not know.

It looks like a BT EIN and name in front of a Gmail address.

We have had a new BTID created but this name /email address is still there.

Could this be the Phisher and if so how d I get rid of it.

Thanks

[imjolly · Accepted solution]

try Cs 03301234150 or try billing message now   https://www.bt.com/help/contact-bt/account-and-billing/broadband

[Leanne_T]

Morning @davej31 

Thanks for coming to the community and I am very sorry this has happened to your neighbour. 

Please get in touch following @imjolly's advice and the team can get this investigated, and make sure any access that has been set up is removed and the account is secured.

Let us know how you get on. 

Leanne. 

[Camgirl]

Good evening. I have a similar problem to Dave31's neighbour. My e mail account was hacked this morning and reset this afternoon after extensive help from BT customer service by telephone. New BtID set up and passwords duly changed. Autoforwarding to a hotmail address that I did not have was also cancelled. However I still cannot send or receive e-mail via my btinternet account. When I go into MyBT and look at Account details I see the name of someone I do not know with a hotmail account there as a 'Manager' for my own account. Could this be the hacker?  When I try to remove the 'manager's name, I just get a 'Something went wrong. Try again later' message. I'm also unable to log OUT of MyBT. I have the feeling that someone unauthorised is continuously monitoring and manipulating my account. I'm getting desperate!

[gg30340]

No one on the forum including the moderators have access to your BT account so they are unable to help remove the "manager" from your account. You will need to contact BT again and report this to them.

If you have not already done it you should contact your bank and any other financial companies that you use and advise them that you have been hacked.

You should also change all your passwords that you use on any web sites that you visit. Do not make any changes via your computer until you have resolved the "manager" issue and if possible use a different computer to do that until you have checked that there is no malware on your computer.