How can I speak to support regarding my account has been hacked and no longer receive email

Question

How can I speak to support regarding my account has been hacked and no longer receive email

Gary Wood 25

My Account has been hacked and I can no longer receive or send messages through my bigpond address-account, I have set up a different email address @outlook.com which works but I need my bigpond account to work.

[Moderator note: Personal information removed]

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Charlie Jackson 0 Reputation points

2026-01-15T11:36:55.4566667+00:00

Microsoft 365 Data Pro... - [Moderator note: PII removed]

I need to make an official complaint. My 365 has been hacked and its taken your agents over 14 days to fix it... AND we're still not done. I keep being asked for more and more information and each time the delay id 2 /3 days,. I have provided ample proof of my identity. Can you please help ?
Victor1-V 13,020 Reputation points Microsoft External Staff Moderator

2026-01-16T07:20:55.8466667+00:00

Hello Charlie Jackson,

Thank you for reaching out to us here. I am so sorry to hear about the situation with your account and the extremely difficult experience you've had while seeking a resolution. I can only imagine how stressful and frustrating this must be, and I sincerely apologize for the delays you've faced.

I want to ensure you get the help you need as quickly as possible. To do that, it's important for me to explain how we can best support you here.

Our role on the Q&A forum is to help with general troubleshooting by sharing public solutions for common issues. However, for urgent and sensitive matters like a potential security incident and ongoing support cases, the dedicated support teams who manage those tickets have specialized tools and direct access to investigate properly.

Since your case is already open with the official support team, the effective way to get assistance is to continue working directly with them. They are in the best position to review your case details, provide updates, and take the necessary actions to secure your account.

I know this isn't the direct help you were hoping for from me, and I truly wish I could do more on this platform. Please know that escalating within the official support channel is genuinely the best path to a resolution for an issue of this nature.

Thank you for your patience and understanding. I am hoping for a positive and swift outcome for you.

Answer accepted by question author

Victor1-V 13,020 Microsoft External Staff Moderator

Dear Gary Wood,

Thank you for posting to Microsoft Q&A forum. We are happy to assist you.

I understand how worrying it is when your email account gets compromised, and now you cannot send or receive emails. I'm here to guide you step by step.

First, to help me narrow down the issue, could you please provide a bit more information?

When you try to send an email, do you get an error message, or does it just not leave your outbox?
Can you successfully sign in to your account at https://outlook.live.com?
Have you checked if your account was blocked from sending due to suspicious activity?

Based on your issue, here are the recommended next steps:

Secure your account – The first and most critical step is to follow Microsoft’s official guide to recover and secure a hacked Outlook.com account: How to recover a hacked or compromised Microsoft account - Microsoft Support.
Check for account restrictions – After suspicious activity, Microsoft sometimes temporarily blocks sending emails. Visit https://outlook.live.com on a web browser to see if you are asked to verify your identity or unblock sending.
Review mailbox settings – Log in to your account and go to Settings (the gear icon) > Mail > Rules and Forwarding. Make sure no forwarding rules were added without your knowledge. Hackers often set up hidden rules to divert your emails.
Confirm security information – Go to https://account.live.com/proofs and verify that your recovery phone and email are correct. Remove any unfamiliar information that may have been added by the hacker.

In some cases, email sending will resume only after Microsoft completes its security checks, which may take 24–48 hours after securing your account.

You can also check this article for more general reference: Can't send or receive email in Outlook.com - Microsoft Support

Alternative Solution: Contact a Microsoft Live Chat Agent

If you are unable to resolve the issue using the self-help steps above, you have the option to contact a Microsoft support agent directly through chat.

Visit the Microsoft Support contact page: Contact - Microsoft Support
In the search bar provided on the page, type "Account Recovery" and press Enter.
Click on the "Get Help" button that appears.
Scroll down the page until you see and click on the "Contact Support" option.
When prompted to select your product or service, choose "Other Products".
For the category, choose "Manage Account Security".
Look for and click on "Chat with a support agent in your web browser".
Click to start the chat and describe your issue
Please provide your name and requested details to proceed

We appreciate you spending your time working on this issue. Please try these steps and let us know what you find, as we are here to assist you further if needed.

Gary Wood 25 Reputation points

2025-09-28T20:37:28.4733333+00:00

Hi Brien,

I am able to log into my microsoft acc and can see that all appears ok but there seems to be a new email address that appears to be blocking my bigpond email.

When I log in to my account and click on my email address in the top left corner it takes to to an email address that I have not entered, address is **@outlook.com

When I try to manage this account I am unable to select the account .

I have added a outlook email address which does work, just not my bigpond email.

When I try and send from bigpond i get nothing, nothing in sent.

not sure were to go from here.
Victor1-V 13,020 Reputation points Microsoft External Staff Moderator

2025-09-29T07:44:33.76+00:00
Dear Gary Wood,

Thank you for getting back to us and sharing more details about the situation. I understand how frustrating it is to have your original Bigpond address locked out, especially with an unfamiliar Outlook alias now linked to your account.

Since your issue involves both a Bigpond email and a Microsoft account, we need to address two distinct areas.

1. Confirm Mailbox Ownership (Telstra/Bigpond)

Because Microsoft does not host Bigpond mail services, the first step is to confirm directly with Telstra/Bigpond Support whether your mailbox is still active and accessible. If your mailbox has been disabled or compromised at the provider level, it would prevent Microsoft services from recognizing it. Only your ISP can reinstate or reset control of the email address.

2. Manage Aliases in Your Microsoft Account

If the unfamiliar Outlook alias is showing as the primary alias, you'll need to remove it from your account.

Sign in to the Manage how you sign in to your account page.

Set a different, trusted alias (e.g., your new outlook.com address) as your primary alias first.

Then, try to remove the Outlook alias you don’t recognize.

If the page does not allow these changes or shows an error, the best option is to contact Microsoft Account Support directly. Please follow the steps we detailed in my first response to reach a live chat agent and explain that you require assistance with alias removal or a reset.

3. Interim Recommendation

In the meantime, continue using your working Outlook.com email for essential communication to avoid disruptions until the Bigpond address is confirmed active and restored by your ISP.

Please let us know the outcome once you’ve contacted Telstra/Bigpond and, if necessary, Microsoft Support for alias reset. We are here to guide you through any further steps.

1 additional answer

Charlie Jackson 0 Reputation points

2026-01-15T11:36:55.4566667+00:00

Microsoft 365 Data Pro... - [Moderator note: PII removed]

I need to make an official complaint. My 365 has been hacked and its taken your agents over 14 days to fix it... AND we're still not done. I keep being asked for more and more information and each time the delay id 2 /3 days,. I have provided ample proof of my identity. Can you please help ?
Victor1-V 13,020 Reputation points Microsoft External Staff Moderator

2026-01-16T07:20:55.8466667+00:00

Hello Charlie Jackson,

Thank you for reaching out to us here. I am so sorry to hear about the situation with your account and the extremely difficult experience you've had while seeking a resolution. I can only imagine how stressful and frustrating this must be, and I sincerely apologize for the delays you've faced.

I want to ensure you get the help you need as quickly as possible. To do that, it's important for me to explain how we can best support you here.

Our role on the Q&A forum is to help with general troubleshooting by sharing public solutions for common issues. However, for urgent and sensitive matters like a potential security incident and ongoing support cases, the dedicated support teams who manage those tickets have specialized tools and direct access to investigate properly.

Since your case is already open with the official support team, the effective way to get assistance is to continue working directly with them. They are in the best position to review your case details, provide updates, and take the necessary actions to secure your account.

I know this isn't the direct help you were hoping for from me, and I truly wish I could do more on this platform. Please know that escalating within the official support channel is genuinely the best path to a resolution for an issue of this nature.

Thank you for your patience and understanding. I am hoping for a positive and swift outcome for you.
Gary Wood 25 Reputation points

2025-09-28T20:37:28.4733333+00:00

Hi Brien,

I am able to log into my microsoft acc and can see that all appears ok but there seems to be a new email address that appears to be blocking my bigpond email.

When I log in to my account and click on my email address in the top left corner it takes to to an email address that I have not entered, address is **@outlook.com

When I try to manage this account I am unable to select the account .

I have added a outlook email address which does work, just not my bigpond email.

When I try and send from bigpond i get nothing, nothing in sent.

not sure were to go from here.
Victor1-V 13,020 Reputation points Microsoft External Staff Moderator

2025-09-29T07:44:33.76+00:00

Dear Gary Wood,

Thank you for getting back to us and sharing more details about the situation. I understand how frustrating it is to have your original Bigpond address locked out, especially with an unfamiliar Outlook alias now linked to your account.

Since your issue involves both a Bigpond email and a Microsoft account, we need to address two distinct areas.

1. Confirm Mailbox Ownership (Telstra/Bigpond)

Because Microsoft does not host Bigpond mail services, the first step is to confirm directly with Telstra/Bigpond Support whether your mailbox is still active and accessible. If your mailbox has been disabled or compromised at the provider level, it would prevent Microsoft services from recognizing it. Only your ISP can reinstate or reset control of the email address.

2. Manage Aliases in Your Microsoft Account

If the unfamiliar Outlook alias is showing as the primary alias, you'll need to remove it from your account.

Sign in to the Manage how you sign in to your account page.

Set a different, trusted alias (e.g., your new outlook.com address) as your primary alias first.

Then, try to remove the Outlook alias you don’t recognize.

If the page does not allow these changes or shows an error, the best option is to contact Microsoft Account Support directly. Please follow the steps we detailed in my first response to reach a live chat agent and explain that you require assistance with alias removal or a reset.

3. Interim Recommendation

In the meantime, continue using your working Outlook.com email for essential communication to avoid disruptions until the Bigpond address is confirmed active and restored by your ISP.

Please let us know the outcome once you’ve contacted Telstra/Bigpond and, if necessary, Microsoft Support for alias reset. We are here to guide you through any further steps.

Answer 1

Brian Tillman 27,015 Independent Advisor

Hi. I'm Brian and I'll try to help.

Only Telstra can help with a Bigpond mailbox. Microsoft has nothing to do with it.

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