topic Re: Verbal password on phone in Archive

Verbal password on phone

Hurzer — Wed, 20 Apr 2022 07:57:53 GMT

Hi, 10 years ago when my partner and i set up the account, we must have chosen a verbal password for use when phoning Sky. I can't remember what it is, and so i can't get the service i need when on the phone.

How can i get round this? My broadband is useless and i really need to speak to someone!

Cheers.

Re: Verbal password on phone

GD1 — Wed, 20 Apr 2022 09:39:29 GMT

@Hurzer If you can't remember the password Sky should be able to use other pieces of info to identify you

Re: Verbal password on phone

Hurzer — Wed, 20 Apr 2022 09:52:41 GMT

Agreed, but my last attempt was met with a stony silence followed by "can't help you". Oh well.

Re: Verbal password on phone

Lisa-P1987 — Wed, 20 Apr 2022 10:20:32 GMT

Only the account holder can be asked the additional security questions.

So if you are not the account holder, there is nothing we can do due to data protection rules.

Re: Verbal password on phone

Hurzer — Wed, 20 Apr 2022 10:32:35 GMT

Thanks. But the account holder doesnt know the password either.

Re: Verbal password on phone

GD1 — Wed, 20 Apr 2022 10:35:35 GMT

@Hurzer But they should be able to answer the other questions they will be asked?

Re: Verbal password on phone

Lisa-P1987 — Wed, 20 Apr 2022 10:38:52 GMT

There are other questions we ask the account holder. So if when you call, you are not with the account holder, the agent cannot ask your those additional questions.

Re: Verbal password on phone

Hurzer — Wed, 20 Apr 2022 10:50:41 GMT

The problem here is that i have parted with the account holder and i have no idea how to get in touch. My name is all over everything else and i have paid the bill for 10 years. Is there anything else i can do?

Thanks for answering, btw!

Re: Verbal password on phone

SKY1992bf — Wed, 20 Apr 2022 11:00:58 GMT

@Hurzer there's nothing that can be done here without the account holder calling

Re: Verbal password on phone

Mark39 — Wed, 20 Apr 2022 12:56:03 GMT

@Hurzer I would strongly recommend that you arrange with the accountholder for them to cancel, so that you can sign up with Sky in your own right as a new customer.

There have been numerous posts from other customers in your position further down the line having difficult problems managing a Sky account that isn't theirs.

Re: Verbal password on phone

Hurzer — Wed, 20 Apr 2022 12:58:38 GMT

Thanks Mark, I've been thinking along the same lines. However, that brings up a new point...i had bad credit in the past, do Sky run a credit check? because if they do, I'm snookered! Surely they can see that I've paid regularly for 10 years?

Thanks for taking the time, by the way!

Re: Verbal password on phone

Mark39 — Wed, 20 Apr 2022 13:05:31 GMT

@Hurzer wrote:

...i had bad credit in the past, do Sky run a credit check? because if they do, I'm snookered! Surely they can see that I've paid regularly for 10 years

I don't think there's a credit check for Sky Q. You pay subscriptions in advance, so no element of 'lending' involved that would require one. There might be an identity check via the electoral roll.

Re: Verbal password on phone

Hurzer — Wed, 20 Apr 2022 13:28:36 GMT

Ah of course! I've been a subscriber so long that I'd forgotten about paying in advance! Thanks, Mark.