Password update woes

[exBQ2017]

Short version: for BT webmail: my father has forgotten his email password, the one he had written down didn't work. We used the change my password process, ie code sent to phone, code accepted, password updated and got the "Don" message. New password then doesn't work.

We have now done this multiple times, the BT page says the password has been updated but it keeps failing. We had this issue previously just after he went over to EE Digital voice (although the email address is still btinternet.com). It took WEEKs to sort, probably about 20 password resets including being on the phone with BT support and they couldn't figure it either. We even did a screen share so the agent was able to confirm everything had been done correctly.

Then it suddenly worked (maybe the server synchronised?) now we have a new PC to set up and the password again doesn't work and we are going round and round with the change password and the new password not working.

Anyone else experienced the same?

[WSH]

Just a couple of random ideas:

Make sure his keyboard is set for UK English and not US English.  Certain characters are in different places and setting the password on a US configured keyboard used to be a big cause of this.

Sometimes I’ve known a password change utility to accept a password with characters it can’t handle, at which point it screws it up again.  It might be worth testing it with something fairly simple initially then making it a more secure password later.

It might be worth checking the mail settings for forwarders you’re unaware of.  Often if an account gets compromised today the bad guys will be monitoring it and reset the password again when you try to reset it.

[exBQ2017]

thanks.

Unfortunately I don't think any of those apply, we've had a huge number of passwords, the keyboard is set to UK and by using the eye thing I've been able to check the characters are right, it's not only the keyboard but there are settings in Windows that can flip the UK/US keyboard characters like $.

He did get hacked back in April but we got BT to clean out the account and I've checked several times there is no email forwarding because, yes, when it was initially hacked there was forwarding.