Frozen bt email account

[KJ70TW]

My basic by email account that I’ve had for at least 20 years seems to have been deleted or frozen. Attempts to login fail and my security answers are said to be incorrect. Despite several telephone contacts with bt this problem has not been resolved  and it is now 4 days I’ve been locked out. 

[KJ70TW]

Still no by emails coming through. I’ve rung BT helpline about 5 times and each time the call has ended with the operator saying someone will phone. I’m feeling totally lost at what else to do and concerned about missing important messages.  Does anyone have any advice about this please? 

[Linzi_H]

Hi @KJ70TW 

I know how frustrating it is when things don't work as expected.

Thanks for letting us know you've already been in touch with our team for further support. Have they advised what the next steps are to get your access back?

Linzi 

[gg30340]

When was the last time you were able to log onto your email account?

Have you tried logging onto your MyBT and going to "Your Products"  then "Email, Manage"?

If you have is the email account showing there?

Have you tried "Forgot Log on Details" on the log on page BTMail .

What message do you get when your do try to log on?

[KJ70TW]

the last time I could log into my account was Tuesday 22nd October. On trying to login the message is password incorrect. I’ve made numerous attempts to login but none  of the security answers are recognised as correct. On telephoning the help line (at least 5 times) I’ve been informed there’s nothing that could be done to reconnect us but we’d be contacted by a more qualified person within 5 days. 

[KJ70TW]

No just wait for a phone call! 

[KJ70TW]

Sorry last message was reply to an earlier message from a moderator

[KJ70TW]

Still no access to my bt emails , is upgrading the only way to retrieve my account? 

[licquorice]

No, that won't help.

It sounds as if your account has been hacked and password and security questions changed.

I'll flag this to the mods to see if they can expedite things.

[Leanne_T]

Morning @KJ70TW 

I would like to see if we can help you get this looked into.

To do this I have sent you a private message for some extra details 🙂

Speak to you soon. 

Leanne.