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

[NeilMac432]

My father's btinternet was hacked and emails auto forwarded elsewhere.

I managed to turn that off but had a problem when I tried to reset the password.

Now when we try to log on it wants to send a password to either an email or phone number we don't recognise. Presumably this was also changed by the hackers.

What does my dad do?

[maghater · Accepted solution]

start off by ringing 0330 1234 150, explain what has happened, they will get you back on. Think it is happening more and more

[DanielS]

Hi @NeilMac432,

I am so sorry that this happened.

As @maghater has stated, it's quickest to call in and explain what has happened. We will need to remove the two step/factor authentication that was set up especially if your Dad doesn't recognise the details.

They should get this sorted for you. Alternatively, you can also reply back to a private message that I am personally sending to you as a moderator who works for BT. 

Thank you

DanielS