Realm Connection Timeout

I've been having a problem for the past week now. I have reported this before but no one really seemed to care. My sister has a realm and it would load for a white and then say something like connection timed out. None of her friends can join either. Then today all of the sudden a person we don't even know or invited joined the realm and is somehow operator... we are concerned that we are getting hacked or something. I have researched so much but found nothing on it. Please give us some answers.