Why cant BT send a text to my new mobile yet?

[GillyFB]

Thank you Katie.

I feel the agent allocated was quite assertive when I told him I had a company who will check my laptop once my BT account can be accessed.  He lectured me and said I should not allow someone to take over my laptop. I said I have known the company for over 10 years and they are in the next town. He said I still should not and who are they?

I told him and he said that it still does not mean I should let them look at it.   He actually checked the name - but -  could I say he was trying to help, not sure,  but what did it make me feel like? I  will tell you - like I was being naive and stupid and should know better!!!  That was last Thursday/Friday.  I said well I didn't give the 'hackers' permission but they did it.

(Interesting my bank have been so helpful and in fact  suggested that I get a professional to check my laptop.) 

So today I phoned him and we were back onto it again - now he has confirmed 'back office' has something to sort out BUT when I told him the computer tech is happy to talk to him to help me. He said he would not talk to anyone!!! So fair enough but as I said being hacked like this is a horrible experience.  Bottom line - I cannot receive emails to my bt account.

So am I any further - yes - I suppose so BT were able to send a pin to my new mobile and he accepted it was correct.

[Katie_B]

Hi @GillyFB. 

Has a timescale been provided to you from the agent regarding a fix for accessing your BT emails?

Do you receive an error message when trying to access?

I'd love to see if we can help speed up the process for you. 

Katie

[GillyFB]

Thank you Kate - I don't think there is anything you can do.

My BT email has been hacked.   Until my computer tech company can access my laptop to clean it I am at a full stop.  All I know at this point in time there are no time scales. 

So to summarize - 

1. They cannot send a code to my bt email as it has been hacked.

2. Then he wanted to send a code to my old hacked mobile.  (He told me to put it back on charge, etc and I said I didn't think was safe.)  

3. Finally, today he said he would send a pin to my new mobile number that they have had since 14th May. I received that pin and read it back to him.  Then all he said was the 'back office' were working on the issues.  (Last  week he said it could take 7 - 10 days on one of the calls.)   

Note:

He did say that I was supposed to phone him when I had my hacked mobile charged and I said I told you I didn't want to use it.  On Friday/Saturday - I cannot remember he said he would phone me at 12 noon to see if I had charged my old mobile. 

I said call my landline as I don't carry my mobile around and the signal is poor.  I was working outside and kept my landline with me all the time.  I was waiting for the call to tell him I would not use my hacked mobile.

Later that evening I saw on my mobile as missed call from an 0800 number so he had called that at the agreed time but not as I asked on my landline.

Conclusion - So if I log into my BT account on your website it now says my password is incorrect.  Last week it wanted to send a code to my bt.com email address despite BT tech knowing the hackers stopped my bt email.  I cannot get into my emails.  Then, as I said above,  he wanted to send a pin to my hacked mobile number just as the system had been asking previously.

Today when I phoned him he agreed to send a pin to my new mobile number that they have had since 14th May and it worked. 

So my computer tech company cannot clean my laptop and get everything working again as at the moment I am waiting for the BT 'back office' to do something.  Which the BT 'agent' is still telling me I shouldn't let anyone touch my computer.  I even asked that company if it would be easier to go and buy a new laptop and he said it will make no difference your BT email address has been hacked.   

In other words until I can log into BT account - and - they can send a code to my new mobile number then nothing will happen.  This time last week all working fine when I log in but wanted to use my hacked mobile number despite them confirming they had it on their system on the 15th May.

I am just so tired of all this ...............  as I am no further than the day I phoned BT asking for help.  

Note: It is nearly 10 pm and everyday I am no further to getting the help I need.

[Christopher_G]

Hi @GillyFB 

I've sent you a private message to try and get you some help with this. Could you take a look at your private community inbox and get back to me there please?

Thank you

Chris

[GillyFB]

Good morning Chris - my head is totally scrambled.  BT may think they are helping me but they have added to this horrible scenario that has now involved Report Fraud, Banks, etc, etc. 

28th May 2026 - 9.50.

I thought I would just try a log on in case my info is updated.  I went into 'Forgotten your login details?'  

It said get a PIN code sent to your mobile (I could not select bt email as hacked.)  There in front of me is 

We'll text to 07732*****98.  This is my hacked mobile!!!!

27th May 2026

Neil at BT Support at approx 11.36 was able to send a PIN to my new mobile.  This new mobile number was confirmed by Adam on 15th May as recorded.

Note: I am typing this up on here as I feel if anyone else gets this BT 'experience' they will not feel any of this is their fault.