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MissVictoria
Contributor
556 Views
Message 1 of 24

URGENT Please Help - email account hacked and personal details changed

My BT email was hacked sometime last night and the hacker has changed my personal security questions so I can't reset my password.

 

I have been on the phone to so many departments for the last 3 hours and none of them can help.

 

I've been told I need my date of birth and mothers maiden name but they have been changed so I can't give it to them. Then another dept asked me for the account number of a defunct broadband account  from 4 years ago which I obviously dont have.

 

What can I do?? Is there a number of someone who can actually help as I'm now getting so upset that all my personal emails and info stored is now being viewed by someone.

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Distinguished Sage
Distinguished Sage
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Message 2 of 24

Re: URGENT Please Help - email account hacked and personal details changed

try live chat

 

 

live chat

 

 


 



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Distinguished Sage
Distinguished Sage
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Message 3 of 24

Re: URGENT Please Help - email account hacked and personal details changed

You should contact the following number which may be the one you have already been using. It will be difficult for BT to help you if you can't give them either the security questions or the account number. They are needed to stop just anybody asking the account password to be reset.

 

If they have your home address on record you could ask them if they could reset your password and send out the details to your home address. It might be acceptable to them as a security measure.

 

https://bt.custhelp.com/app/contact/c/5627,5629#h=eyJzdGVwMCI6ImNvbnRhY3RJdGVtTGluazU2MjciLCJzdGVwSW...

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MissVictoria
Contributor
547 Views
Message 4 of 24

Re: URGENT Please Help - email account hacked and personal details changed

Live chat were rubbish. I tried 2 times with 3 different staff and none of them could help.

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MissVictoria
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Message 5 of 24

Re: URGENT Please Help - email account hacked and personal details changed

There must be a tel no of a team that deal with this sort of thing

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Distinguished Sage
Distinguished Sage
538 Views
Message 6 of 24

Re: URGENT Please Help - email account hacked and personal details changed

The number I gave you in the link is where you have to contact them. Tell them it is about a hacked email account.

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MissVictoria
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Message 7 of 24

Re: URGENT Please Help - email account hacked and personal details changed

You didn't give a number you gave a link to the BT generic help pages. Which have been unhelpful so far.

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Distinguished Sage
Distinguished Sage
522 Views
Message 8 of 24

Re: URGENT Please Help - email account hacked and personal details changed

It should have linked through, here is the number 0800 111 4567

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MissVictoria
Contributor
519 Views
Message 9 of 24

Re: URGENT Please Help - email account hacked and personal details changed

I've already called that number twice and they say because I can't give them my security questions they can't help. But I can't give them the answers because some scumbag has changed them.

 

BY must have a team who deal with stuff like this???

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MissVictoria
Contributor
514 Views
Message 10 of 24

Re: URGENT Please Help - email account hacked and personal details changed

That number also just takes you to a selection of numbers and when you press for compromised email it then has a voice recognition which when you then say compromised account it doesn't recognise this and then put you in a queue, It's useless.

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