ipad, email icloud secuity problem

I was given an ipad from my brother and his wife, they are both in there sixties and cant remember some of there password and secret answers , one being an old home phone number that isnt in service anymore. I've tried support and they tell me that I have to dig deeper, well Ive contacted them two or three times and done the reset on the ipad ten times, I tried this fix through youtube only to find out it was only a bypass to there site, I deleted everything right away and reset the ipad again. We have given apple support my name and all information on me and my brother and wife and still no help. I have there old email and one phone number still connected to the old email but the other phone number is not in service anymore......... I don't know what to do now, my brother and his wife are not really computer savvy.Please can someone give any solid advice.