Need a BT Human over weekend to help with Fraud issue

[nickkitson]

Hi,

A friend's btinternet.com email address has been hacked and his password changed and he cannot find a way to contact BT Fraud out of normal office hours.

The hacker has is phishing all his Contacts - fortunately he uses 2FA for his bank and other important accounts.

BT's customer support has lots of options which don't help but no humans. Has anybody got any ideas?

Many thanks

[nickkitson · Accepted solution]

Update - my friend got through to them when he tried 0330 1234 150 after 8am this morning (Sunday) and is now able to access his account again - whew!

[Andy_N]

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@nickkitsonwrote:
Update - my friend got through to them when he tried 0330 1234 150 after 8am this morning (Sunday) and is now able to access his account again - whew!

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Good news.

Your friend needs to try to ascertain how their account was hacked in the first place. E.g. was it a phising email/text?

They certainly need to make sure that if they use their email account and same password combo for any other online access, they will need to change those passwords asap.

[nickkitson]

Thanks for the follow up. We are not clear how it was hacked - he certainly knows better than to click on links and he has 2FA set so he should have received a text message to change the password which he didn't get.

He uses unique passwords so his other accounts should be ok.

To make matters worse, he has since found that all but his inbox folder (including Sent and Trash) are empty - BT man suspected it happened when they rebuilt his system and no way to retrieve it! Surprised they say that it cannot be recovered....