Account hacked and reset password and number changed

[katie_2000]

Hi there,

please could you help?! I believe my Dad’s email has been hacked. He has been logged out of all devices and can’t access his email for the security code that is being sent to him and then when we answer the security question it’s saying he is wrong but he’s definitely correct! 
he is 80 years old and is getting distressed now. 

[licquorice]

Have you called customer services
0330 1234 150

[katie_2000]

No not yet. I will try that though. I wasn’t sure what to do as he isn’t actually a BT customer any more. 

[licquorice]

How is he trying to access his email? Unless he is paying £7.50/m for Premium Mail, he will only be able to access it via webmail.

[katie_2000]

He’s always used it with the BT mail app. Has something changed?

[apoplectic]

Possibly that he's no longer a BT customer?

[katie_2000]

Sorry he is a BT customer but not phone just internet 

[licquorice]

Unfortunately, he needs to be a BT broadband customer in order to use the mail app, unless he moves to Premium Mail.

Sorry, I read your post the wrong way round. If he has broadband with BT, he should be able to use the app.

Give CS a call

[katie_2000]

Will do thank you