topic Re: Email account suspended in Email

Email account suspended

CARRIEANN25 — Thu, 12 Dec 2024 12:23:22 GMT

My email account was suspended by someone from Sky on the 23rd November. My account was hacked & the hacker was sending emails to all my contacts as though they were from me. I have been onto Sky repeatedly reporting this but in spite of promises to reactivate my account nothing has been done. They go through all my settings etc. by it is nothing to do with my device. It was them who suspended it. Surely if they can suspend it they can reactivate it. Any advice would be appreciated.

Re: Email account suspended

caesarome — Thu, 12 Dec 2024 12:26:49 GMT

@CARRIEANN25

What happens when you login here:

https://skyid.sky.com/signin/email/

It is unlikely that your account was hacked as it is more likely that in error you supplied the login details to scammers via a fake email.

Re: Email account suspended

CARRIEANN25 — Thu, 12 Dec 2024 12:30:58 GMT

I had an email supposedly from Sky saying if I wanted to carry on using Yahoo mail I had to agree the new terms & conditions. I clicked on the link & all the trouble started from there.

Re: Email account suspended

CARRIEANN25 — Thu, 12 Dec 2024 12:37:19 GMT

It says this: Sky Yahoo mailbox suspended Your Sky mailbox is suspended To keep your account safe, Yahoo Mail has suspended access to your mailbox. You’ll need to contact Sky to reactivate your account. I have contacted Sky 5 times now.

Re: Email account suspended

caesarome — Thu, 12 Dec 2024 13:17:25 GMT

@CARRIEANN25 wrote:
I had an email supposedly from Sky saying if I wanted to carry on using Yahoo mail I had to agree the new terms & conditions. I clicked on the link & all the trouble started from there.

That email wasn't from Sky I'm afraid as it was from a scammer and sadly you have given access to your account to these people.

If they have not restored your access then you might want to register a complaint:

https://www.sky.com/help/articles/how-to-make-a-complaint

When and if yoi do get access back you will need to change your password:

https://skyid.sky.com/resetpassword/

If you do get access back then you might want to setup two step authentication as per this:

https://www.sky.com/help/home/sky-yahoo-mail/two-step-verif/articles/two-step-verification

Re: Email account suspended

Mark39 — Thu, 12 Dec 2024 13:28:14 GMT

@CARRIEANN25 wrote:
It says this: Sky Yahoo mailbox suspended Your Sky mailbox is suspended To keep your account safe, Yahoo Mail has suspended access to your mailbox. You’ll need to contact Sky to reactivate your account. I have contacted Sky 5 times now.

This is an automatic suspension imposed by Yahoo, not Sky. We've seen a few similar cases reported.

Because it's imposed by Yahoo, Sky don't appear to have a process for unsuspending your account, or at least, not one understood by the service centre advisers.

A complaint may receive attention beyond the service centre advisers from someone who is able to find out what needs to be done.

Re: Email account suspended

CARRIEANN25 — Thu, 12 Dec 2024 14:04:58 GMT

Thank you so much. I will try complaining as you suggest.

Re: Email account suspended

willnf — Sat, 25 Jan 2025 04:44:12 GMT

@CARRIEANN25 Did you manage to get this sorted? I have tried calling and using the chat service so many times but nobody seems to be able to get this sorted. Incredibly frustrating!

Re: Email account suspended

CARRIEANN25 — Sat, 25 Jan 2025 10:25:21 GMT

Yes I did finally get it sorted. I did it through the chat service with the complaints department & the person I was chatting with rang me after a few days to make sure everything was OK.

Hope you soon get yours back. I agree it is so frustrating. Apparently it was Yahoo who sorted it out.