Sorry there is nothing else I can suggest you do other than either try the number again and wait in the queue or try the numbers you were using earlier.
This is ridiculous, I have now spoken to people at
0808 100 6778
0808 100 4332
0800 321 999
0800 028 5085
And not one person at any of those can help. They keep asking for my mothers maiden name which has been changed so the name I give them isn't the one they have. What is the most annoying is speaking to people in India who can't speak proper English and don't care about helping you.
I ended up calling 0808 100 4332 and option 5. This eventually got me through to a nice chap in the West Midlands who confirmed my account was hacked at 01.34 and my password, date of birth and security questions were changed. He then just requested some info on my recently sent/received emails and then reset my security questions, DOB & password.
I WILL be leaving BT now as I can't go through this ever again and it's absolutely ridiculous that it has taken 6 hours and wayyy too many stupid people within BT.
You should have your email accessed by an email client such as Windows Mail or Thunderbird. That way all your emails will be stored on your computer as well as on the cloud if you set it to leave the email on the servers.
I agree. Two golden rules are to back up your email (eg by Thunderbird or ...), and to make sure your main email provider is independent from any ISP (for when you want to move ISP).
Unfortunately, the original poster had not done that ~ but she is very far from alone in that.
It does look as if BT (any Yahoo) handled it badly, but it is a difficult situation if the account really is hacked enough to change the security questions. I guess the email provider should keep backup security answers for a time to help prove that a caller really is who they claim to be. And it does seem from many recent posts that BT/Yahoo has been particularly prone to hacking.
Thanks for the advice re Thunderbird, I'll do that. BT isn't my ISP. I left BT years ago, I just use the BT email address as I've had that email for 16 years. I've now changed anything financial to my work email.
Because your email account has been hacked follow this guide and make sure you check things like the email forwarding has not been tampered with.
When I click on your link I get the following:
Sorry - You must be connected to BT Broadband or the BT network to use this website.
This is a private website for the benefit of BT Broadband customers who use the
BT Customer Support Community
website, and is not connected with BT.
If you are visiting this site from a BT Broadband or BT Corporate connection, and are getting this message,
then please contact me via the BT Community forum, and tell me the date and time of your attempt.
Sorry forgot you were not a BT customer so the first link won't work for you. the second link contains more or less the same info. The main one as far as I am concerned is to check the forwarding email section in your mail options and I don't keep any contacts on my BTYahoo account, they are all stored on my email client on my computer. They can then be backed up and safely stored.
EDIT: This is the BT Link about hacked accounts
you need to be a bt broadband customer to access Keith's webpage