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Jerry Hannell
Jerry Hannell, Computer Support Specialist
Category: Computer
Satisfied Customers: 8480
Experience:  Experience in Windows environment. ASP, Visual Basic, Ajax
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my e-mail account has been compromised advised toby bt to get

Resolved Question:

my e-mail account has been compromised advised toby bt to get help from desk to .to reset new password.
Submitted: 3 years ago.
Category: Computer
Expert:  Jerry Hannell replied 3 years ago.

XXXXX XXXXXnell :

hello sir/madam

XXXXX XXXXXnell :

I would like to help you, please let me know when you are ready

Customer:

I'm ready

XXXXX XXXXXnell :

hi, what is the email you are having problems with?

Customer:

yahoo

XXXXX XXXXXnell :

what is your email fully?

XXXXX XXXXXnell :

can you type it again, please replace @ with at when typing your email here

Customer:

YVONNECLARKE510ATWHENBTINTERNET.COM

XXXXX XXXXXnell :

checking

XXXXX XXXXXnell :

are you unable to access this account?

Customer:

YES

XXXXX XXXXXnell :

do you remember your old password? or any password XXXXX have used in the past?

Customer:

YES ITS LONDON123

XXXXX XXXXXnell :

checking

XXXXX XXXXXnell :

sorry, is it YVONNECLARKE510 @ BTINTERNET.COM ?

Customer:

YES

XXXXX XXXXXnell :

checking

Customer:

NOT capitals sorry

XXXXX XXXXXnell :

let's set a new password

XXXXX XXXXXnell :

what is your postcode? what is date of birth? and finally, what is your mother's maiden name?

XXXXX XXXXXnell :

(these information should be linked to your btinternet account)

Customer:

tn33 0hd 03/04/59 rollinson

XXXXX XXXXXnell :

checking

XXXXX XXXXXnell :

sorry, is it 3 april? (or 4 march?)

Customer:

yes April 3

XXXXX XXXXXnell :

sorry, but it is not accepted, is this the information linked to your btinternet account? sometimes users are giving wife's or husband's information when applying a btinternet account

Customer:

yes it I could be spelt rolinson or rolingson have tried all 3 still would not let me in.

Customer:

why?

XXXXX XXXXXnell :

I am checking

Customer:

ok sorry

XXXXX XXXXXnell :

what is the name on the account?

XXXXX XXXXXnell :

what is the full name?

XXXXX XXXXXnell :

hi?

XXXXX XXXXXnell :

thank you, XXXXX XXXXX checking

XXXXX XXXXXnell :

if you want you can sign off now, and come back later, I will inform you when done

Customer:

ok thank you

XXXXX XXXXXnell :

we need to ask a few more questions to be able to reset

XXXXX XXXXXnell :

when you come back, please let me know

Customer:

on line now

XXXXX XXXXXnell :

hi

XXXXX XXXXXnell :

I will now set a new password

Customer:

ok why?

XXXXX XXXXXnell :

which password XXXXX you like to have?

Customer:

sunny1959

XXXXX XXXXXnell :

done

XXXXX XXXXXnell :

you can access your bt email now

Customer:

thank you so much for your help.

XXXXX XXXXXnell :

you are welcome.

XXXXX XXXXXnell :

I will be happy if you rate my service using one of the smiley icons.
I will be happy to help you if you may have problems in the future.
Have a nice day,
Best regards.

Jerry Hannell, Computer Support Specialist
Category: Computer
Satisfied Customers: 8480
Experience: Experience in Windows environment. ASP, Visual Basic, Ajax
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