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Message 11 of 42

Re: Compromised Account SMS Text Messages

I have just re-added the account to the New Outlook on Windows. It is my understanding that this does not use the IMAP protocol:

The New Outlook app doesn’t behave like “classic” Outlook. It’s not a full-blown IMAP/POP/Exchange client anymore — it’s essentially a wrapper around Outlook.com’s backend. When you add a non-Microsoft account (like BT, Gmail, Yahoo), New Outlook usually connects via OAuth / web protocols or sometimes through a Microsoft-managed relay service rather than you setting up IMAP directly.

Anyway, I added it so it could be removed again - making sure there's no OAuth token or session still attempting to connect.

I notice that there is quite a lot of marketing emails/spam received in the inbox for this account. I couldn't imagine this is causing the issue.

Any assistance would be much appreciated.

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Message 12 of 42

Re: Compromised Account SMS Text Messages

Good afternoon @sizzleme.

I'm disappointed to hear that you're still encountering issues here. 

As @gg30340 mentioned, if they are now on a BT Basic email account, this isn't designed to work with any external client, which would include Outlook too. 

If they try logging in via BT Webmail directly, are these issues still present?

Peter

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Message 13 of 42

Re: Compromised Account SMS Text Messages

Yes. As I mentioned, I have completely disabled/removed all email clients; Outlook, iPhone Mail app, everything. The only way of accessing email now is through the web UI. Issue is still present.

I know it's a free "basic" account, but what good is a basic email account if can't do basic stuff?

Also, I realise that BT want the user out or paying, but why would someone want to spend money with a provider that has daily issues? Does not inspire confidence. Beyond disappointed.

I could post what ChatGPT had to say about the issue but it's rather long and don't want to make the thread any longer than necessary, the TLDR was - migrate & run!

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Message 14 of 42

Re: Compromised Account SMS Text Messages

@Peter_W I notice that this thread is marked 'solved'. Not sure if I can change this, as a moderator are you able to please change the status of this to unsolved? Many thanks.

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785 Views
Message 15 of 42

Re: Compromised Account SMS Text Messages

@sizzleme I've removed that solution for you now 😊

So just to be 100% sure should we need to explore this further, it's now only via Webmail that you're trying to access this, and when you're using this it's still locking you out and giving the compromised messages?

Peter

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Message 16 of 42

Re: Compromised Account SMS Text Messages

@Peter_W Yes, that's correct - only using the BT web UI for email. No email clients are being used.

The issue has occurred twice more since removing the account from all email clients - and been through the process of resetting the account password on each occasion - all while only using the https://email.bt.com/mail interface to access emails. Happened yesterday and this morning.

Thanks for changing the status - much appreciated.

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Message 17 of 42

Re: Compromised Account SMS Text Messages

I feel it's reasonably obvious what is happening:

Free BT accounts are a common target for credential-stuffing attacks. Hackers try old password leaks against them.

Even setting a strong, unique password, BT’s system may still see repeated failed attempts (by bots) and lock the account as a precaution.

The “compromised” status isn’t always proof of a hack — often it’s just failed logins from bots.

Attempted fixes (resetting 2FA, unlinking MyBT login, disabling forwarding) but the underlying trigger is BT’s security system, not something under our control.

Is it even possible to use the BT premium email service any longer? Correct me if I'm wrong, but even new BT subscribers can no longer sign up for BT email? BT appear to be winding down their email platform?

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Message 18 of 42

Re: Compromised Account SMS Text Messages

Free BT accounts are no more a target than any other. How would the hacker know which are free and which are not in order to target them.

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Message 19 of 42

Re: Compromised Account SMS Text Messages

You can still get BT Premium email but there is nothing premium about it. It is just the standard BTMail with a price tag of £7.50 and as against BTMail Basic, you can use the account on email clients and email apps.

As regards BTMail winding down. 

BT stopped supplying an email service to new broadband customers in Oct 2020. They also stopped existing customers who had not started a BTMail account prior to that date from being open an email account.

As most ISPs have stopped their email service it would be fair to assume that BT will no doubt follow suite at some time in the future however there is no official word from BT regarding this so at the moment everything is just assumption.

As regards stating "Free BT accounts are a common target for credential-stuffing attacks. Hackers try old password leaks against them".  The problem of having accounts locked or hacked, given the millions of BTMail users, does not appear any worse than any other free email services unless you have figures to show otherwise.

I suspect that the problem is that BT security algorithm is over zealous on some peoples accounts while not on others. This may be because the users who seem to constantly have this problem has been hacked previously or they have opened spammers emails or responded to phishing attempts which attracts further spam and phishing attempts which makes them more susceptible to more attacks and as such the BT security system lock them down.

 

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Message 20 of 42

Re: Compromised Account SMS Text Messages

I still suspect erroneous attempts by someone with a similar email address as suggested by @gg30340 in message4.

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