Email account hacked, forwarding set up, email locked

[thesamfreeman]

Hi!

Last week, my grandfather's BT Email account was hacked and I have been helping him deal with it, but now we are stuck.

Late last week, his email started sending out phishing links, and we realised he had been hacked. We logged into his account and saw that the attackers had also set up automatic email forwarding to an account that was not owned by him. We updated the password, and removed that email account from forwarding. 

However, today, he has been locked out of his email account to suspicious behaviour (makes sense!), but the recovery emails are not owned by him (they are that of the attackers). He has attempted to go through all of the help pages, and calling BT, but we are unable to get any response so far.

We would really appreciate any help with this. 

[DanielS]

Hi @thesamfreeman,

Thanks for taking the time to get in touch with us.

I'm sorry to see that his account looks to have been compromised. When this happens, we can put it into a protective state preventing anyone from accessing it. This might be the case here.

I'll send you a private message with some details that we will need to get working on this.

Thank you

DanielS

[rman58]

hi @DanielS 

I am trying to help my own 80 year old father who has experienced a very similar problem. His Btinternet email address has been compromised (SPAM email has been sent to his contacts claiming to be from his account ) and his recovery email address has been changed to something that is very similar but not exactly the same as his  original. So password resets are being forwarded to an email  presumably owned by the scammer.  

Please can you advise me on how to proceed on his behalf?

many thanks

RobM

[NeilO]

Hi @rman58 I'll send you a private message so you can get in touch and we'll be happy to help.

Thanks

Neil