Hacked? Locked out of account, BT not helping

[exBQ2017]

My 95 year old father is currently locked out of his BT account. He reported that he wasn't recieving emails and he's ended up locked out of his account and basically BT say they can't help him?

It seems he's probably been hacked and the hacker has changed the recovery phone number (changed to 077777**********77 and recovery emails have also been changed. The BT advisor kept giving him new passwards, none worked. They tried the security questions and it seems the answer for those have also been changed.

Any ideas?

(Incidently this has happened at the same time as his phone package has been upgraded to the digital voice. The engineer installed the new hub and within a day they have no incoming calls and then they've had email issues. They've been put off several times by being told that BT can't find their details, today I was told that due to an arson attack they can't help until tomorrow. The arson attack was in Kent, we are in Oxford).

[NeilO]

@exBQ2017 I'm really sorry about that, has your dad followed the forgotten login details link to try a reset himself?

Neil

[exBQ2017]

hi, thanks for the reply. Just come back from a 90 minute call with one of your colleagues in the email department. It's a major hack. Emails are being forwarded to another email, the recovery phone & emails have all been changed. Even when we used the security questions, while it took the answer we could not get it to take a new password. It's now gone to the offline group who are going to boot the hacker.

I'm waiting for a text from them and I'll then go back over to hopefully complete the "secure your account" process.

[imjolly]

Have you connected the phone to the green socket on the back of the hub?

Have you checked in hub manager that you can see your father's phone number and showing active

[gg30340]

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@exBQ2017 wrote:

I'm waiting for a text from them and I'll then go back over to hopefully complete the "secure your account" process.

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Mean while you should be contacting your father bank and any other places that he may use online and advise them of the email account being hacked.

He/you should change all his password for any sites that he may use but I would suggest that you do not do that until you have been informed by BT that the email account is now secure other wise the hacker will get the emails sent by the sites to acknowledge the password change.

[exBQ2017]

hi, we've now been told the issue was that conversion to digital voice takes a week. The engineer should have connected the phone to the normal phone socket, not the hub. When the conversion is completed the phone socket will not work and the phone will have to be connected again to the hub.

Obviously the engineer didn't know this, maybe he tested the line with an outgoing call which does work via the hub.

[exBQ2017]

Thanks. I'd asked them to call the bank and they will do this. I've also suggested that they don't check their bank balence on the computer but call the bank. No idea if the hackers have installed key loggers or some such. Good point about the password changes, they will hold off until this is all sorted.

Unfortunately no word yet about that from BT.