BT Email Hacked - BT Charging to sort

  onthelimit1 19:59 PM 09 May 13
Locked

A few customers/friends/neighbours have been compromised by email scams, and have needed to change their yahoo passwords. This has proved difficult for some, whereby 'the system' wouldn't recognise their memorable information. BT have taken control of their PCs and sorted it, BUT charged them 30 quid for the privilege.

When I had a similar problem a few months ago, my ISP sorted it at no charge.

Any thoughts?

  wee eddie 20:46 PM 09 May 13

I know that this sounds like a silly question:

How do you know that this is what happened and that it was BT that you were dealing with?

  Nontek 22:08 PM 09 May 13

BT have taken control of their PCs and sorted it, BUT charged them 30 quid for the privilege.

This sounds more like the type of scam that we often hear of on these forums! Are your friend sure that it was the genuine BT? I have been with BT for many years, never had any such problems.

  Nontek 22:10 PM 09 May 13

Also, how did BT take control of the PCs? Sounds really dodgy.

  onthelimit1 22:34 PM 09 May 13

Does seem strange, but each say that they rang the normal helpline. After an unsuccessful attempt to change their password, the 'operative' took control (I don't know how - something similar to Teamviwer, I guess), sorted the problem and they were then charged 30 quid to their BT account. Does sound genuine and, if so, seems a bit OTT!

  onthelimit1 22:49 PM 09 May 13

I've emailed one of the younger sufferers to ask for full details of what the problem was and how it was resolved. I'll post his response when I get it (tomorrow, I expect).

  Forum Editor 00:00 AM 10 May 13

BT have taken control of their PCs and sorted it

That doesn't sound right to me.

  spuds 00:38 AM 10 May 13

Perhaps just a wild guess on the control issue, but a few months ago I had a problem regarding broadband connections, and while being 'guided' by my ISP customer support they seemed to have knowledge on what I was doing, and what was happening 'from their end'?.

  onthelimit1 08:47 AM 10 May 13

Lazarus - that's interesting. I'll wait and see if my neighbour had a similar experience.

  spuds 09:54 AM 10 May 13

Lazarus The 2nd - Interesting link, because it would appear that a very old practise is still going on, with the possible 'rogue' call centre agent forwarding on customer's details.

What concerns me the most, is how some of these organisation are constantly telling the public and particular their customer's that there are many checks in their systems for rooting out this type of thing. Yet we still hear of possibilities that poor checks are still going on.

On a personal note, over the past year I have had to report 'suspect' activities with connections to my bank, and in the main they didn't seem to really care. Even referral to 'training purpose' recordings, doesn't always bring joy, when they inform the customer, that finding the particular recording "would be impossible". But I suppose that its just normal human nature nowadays?.

  Forum Editor 11:46 AM 10 May 13

"some of these organisation are constantly telling the public and particular their customer's that there are many checks in their systems for rooting out this type of thing. Yet we still hear of possibilities that poor checks are still going on."

Have you any idea of the sheer volume of calls dealt with by some of these call-centres? With the best will in the world there is no way that call centres can be guaranteed leak-proof. If a call centre employee wants to pass on a customer's details to a third party it can be done.

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