topic Re: My husband cannot access his sky email account cannot remember password and security question in Archive

My husband cannot access his sky email account cannot remember password and security question

Sean60 — Thu, 07 Oct 2021 09:11:39 GMT

Why is access to help on this matter so poor? I am using wife's login - I have forgotten password and answer to security question (memorable date) and cannot get it reset online as I cannot access the email that the account relates to. I cannot contact a sky rep as on training or an hours wait on phone. Appalling service what has gone wrong - sky services used to be good

Re: My husband cannot access his sky email account cannot remember password and security question

Mark39 — Thu, 07 Oct 2021 09:17:08 GMT

Triple whammy and bad timing then: forgotten password, forgotten memorable data, and a recovery address you've chosen that you don't have access to plus customer contact centres are temporarily closed.

Hard to mitigate against all that happening at the same time.

Re: My husband cannot access his sky email account cannot remember password and security question

caesarome — Thu, 07 Oct 2021 09:17:28 GMT

A reset email would usually go to a non sky email address that is on the account so do you have a recovery email address set up on the account ?

Re: My husband cannot access his sky email account cannot remember password and security question

Sean60 — Thu, 07 Oct 2021 09:21:05 GMT

I probably have not set up a recovery email as they go to the email address I cannot access - cannot do anything about changing that until I can get access.

Re: My husband cannot access his sky email account cannot remember password and security question

caesarome — Thu, 07 Oct 2021 09:27:46 GMT

I don't know if they can help but I have escalated your post to Sky who will be in touch with you regarding this via a blue bubble which will appear at the bottom of this page.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Re: My husband cannot access his sky email account cannot remember password and security question

Sean60 — Thu, 07 Oct 2021 11:17:07 GMT

Caesarome

many thanks for your help and guidance it is much appreciated but a shame that I have to get help from sky customers ( appreciating that remembering security information is my responsibility)

Re: My husband cannot access his sky email account cannot remember password and security question

Sean60 — Thu, 07 Oct 2021 11:41:00 GMT

I am now sorted and thank you for responses

Re: My husband cannot access his sky email account cannot remember password and security question

ScottB75 — Sun, 17 Oct 2021 13:19:05 GMT

I'm in the same position. Using my partners account currently and can't get into my account as forgotten all details. Getting help on this is ridiculously difficult. Very frustrated. How do I get this resolved??

Re: My husband cannot access his sky email account cannot remember password and security question

caesarome — Sun, 17 Oct 2021 15:18:09 GMT

If you have forgotten the username and password for the account then as posted earlier you will need to call Sky for help.

Re: My husband cannot access his sky email account cannot remember password and security question

jayach — Sun, 17 Oct 2021 15:37:13 GMT

@ScottB75 wrote:
Using my partners account currently and can't get into my account as forgotten all details.

With what details you can remember, can you log in here: https://www.sky.com/myaccount/my-details

Re: My husband cannot access his sky email account cannot remember password and security question

ScottB75 — Sun, 17 Oct 2021 17:30:31 GMT

Thanks both for the help

Re: My husband cannot access his sky email account cannot remember password and security question

Bootneck1974 — Fri, 31 Dec 2021 02:08:11 GMT

I'm in the same predicament

Re: My husband cannot access his sky email account cannot remember password and security question

caesarome — Fri, 31 Dec 2021 05:51:18 GMT

@Bootneck1974 wrote:

I'm in the same predicament

Feel free to give us more details and like what you have tried to do to sort it @Bootneck1974 ?

Re: My husband cannot access his sky email account cannot remember password and security question

ScottB75 — Fri, 31 Dec 2021 09:24:24 GMT

@Bootneck1974 @caesarome

I had to call the helpline. Took a while but eventually got through to the email tech support in the UK.

they were excellent and sorted it out straight away.