locked out

I sent an email some two weeks ago about my husband being locked out of his email, I included screen shots showing the message "my email address is not to access the answer that you have provided a link for, in my email to see how you have responded because I logged the issue.  My husband cannot access his email because the email you have there cannot be changed and has not been used for a year, so it has probably just dropped off.  He doesn't have a mobile at the moment because he dropped his last one and needs to get another.  I have provided the details of which emails are currently showing in his inbox.  WHAT ELSE DO I NEED TO DO to get *** Email address is removed for privacy *** up and running.  I have also identified that he has facebook which you also have access to.  It was supposed to take 24 hours.  COME ON ISN'T THIS A BIT RIDICULOUS.  WE HAVE BROADBAND WE CAN USE ANOTHER ISP BUT HAVE PREFERRED OVER THE LAST 8 YEARS AT LEAST TO USE HOTMAIL.  THAT CAN BE CHANGED!!!!