Account hacked and reset password and number changed

[KarSam]

Hi, I have spend the last two evening trying to get through to BT to no avail. My mother's account was hacked, I have removed the auto forwarding and changed the password somehow by using two devices. However if I try and reset the password it only offers an outlook.com email address it was auto-forwarded to or a wrong mobile number, how do I change this?  If I go in to My BT , personal detail I get a message "This page isn't working at the moment" it's the same for the account details option.

My mother's email address was the parent email address and mine was a child one.  

Any help will be appreciated.  Thank you

[JohnC2]

Hi @KarSam, sorry you can't get the password reset completed.

I've sent you a Private Message so you can get in touch with the Mod team for help with this,

Cheers

John

[JohnC2]

Hi @KarSam, @RobbieMac sent you a PM on the 22nd. Please can you check it and reply back if you still need help to resolve this.

Cheers

John