topic Re: can't log in - defunct email is my user name! in Archive

can't log in - defunct email is my user name!

Elma70 — Fri, 11 Mar 2022 17:18:05 GMT

My account user name is an old email address. I can't remember my password, and can't reset my password as they send an email to enable this. And I don't get the email (of course!) The reset password screen also has an option for security question, but this is greyed out and doesn't work. Does anyone have a phone number or other solution? I've looked everywhere on the website for a phone number and failed miserably.

Re: can't log in - defunct email is my user name!

Daniel0210 — Fri, 11 Mar 2022 17:19:33 GMT

@Elma70

To contact Sky, if you already have a Sky Talk landline or a Sky Mobile ring Sky for free by just dialling 150. Otherwise you can use this link:
https://www.sky.com/help/home
UK: Scroll down and click on ‘Need more help’ and it provides an 0333 number.
ROI: change the flag in the very bottom right corner of the same link to the ROI flag then scroll down and click on ‘Need more help’ and it provides an 0818 number.
(The Community filters don’t allow us to type the digits in full).

Apparently the lines are sometimes quieter just after 7am or about 9pm so you could try then (times vary in the ROI). Stay on the line and don’t hang up if you’re prompted to.

Re: can't log in - defunct email is my user name!

Mark39 — Fri, 11 Mar 2022 17:29:41 GMT

@Elma70 what are you trying to log into? The username is just a name and has no direct relationship with your email account.

Re: can't log in - defunct email is my user name!

caesarome — Fri, 11 Mar 2022 17:32:47 GMT

@Elma70 wrote:

My account user name is an old email address. I can't remember my password,

Where are you trying to login to, the Sky website because if so your web browser might remember the password for you by auto filling it in. The fact you have used an old email address as the username doesn't matter as it is just being used as a name.

Re: can't log in - defunct email is my user name!

SKY1992bf — Fri, 11 Mar 2022 17:41:42 GMT

@caesarome if all else fails is one option for @Elma70 to create a new sky id and link the account to that? That would give a new username and password would it not

cc @Mark39 @Daniel0210

Re: can't log in - defunct email is my user name!

caesarome — Fri, 11 Mar 2022 19:19:15 GMT

@SKY1992bf wrote:

That would give a new username and password would it not

It would be I'm not sure if the account would be the main one as this account that the OP can't get into would be so I think the best they can do here is to call Sky if their web browser isn't remembering this password.

Re: can't log in - defunct email is my user name!

Elma70 — Tue, 15 Mar 2022 17:03:47 GMT

I realise that @Mark39. However, the password re-set system is only sending to that old email address. Well, I'm assuming it is - I can't check obviously. Thank you for replying

Re: can't log in - defunct email is my user name!

Elma70 — Tue, 15 Mar 2022 17:06:01 GMT

thank you @caesarome. Unfortunatly my browser doesn't remember the passowrd, and the old email address is clearly not only a name, but the address to which password reset info is being sent.

Re: can't log in - defunct email is my user name!

caesarome — Tue, 15 Mar 2022 17:12:11 GMT

Then your only option @Elma70 is what I said here a few days ago and that is to call Sky for help with this.