topic Re: Hacked email account security details changed in Email

Hacked email account security details changed

Tommylux — Mon, 17 Mar 2025 09:17:30 GMT

I'm trying to assist a relative with a hacked Sky.com email account. I suspect the issue stems from a reused password that was leaked from other websites. The account lacked MFA, and it seems the security details, such as the memorable name, have been changed. In short, my relative cannot use any self service password reset options.

I work in the tech industry myself, so naturally, I've been doing the legwork to resolve this. However, despite trying multiple numbers, I haven't been able to reach the right person, including:

content removed

I advised my relative to create a new email account and start updating sites to use the new address to minimse further damage. However, some services require email verification to make this change.

One Sky technical support agent helped them set up a new linked account to Sky ID, after confirming no new hardware has been ordered etc, but I'm still keen on recovering access to the original account. When I called again today, I was told that if the Sky.com email was still linked to the Sky ID, they could have reset the security questions - making this situation even more frustrating.

Throughout our conversations, Sky has directed us to Yahoo, while Yahoo insists we need to contact Sky. When attempting to use Yahoo’s premium support, the help pages lead here:

Fix problems signing into your Yahoo account | Account Help | Yahoo Help

And following the account lockout link:
https://login.yahoo.com/forgot?lang=en-GB&intl=uk

When calling the number and entering the code, an automated message states, "It looks like your account is managed by Sky.com, please call xxx or press 1 to be transferred to Sky." However, when selecting this option, the line goes dead.

As an IT professional, it's incredibly frustrating to hit a dead end when trying to escalate a security issue. There seems to be no clear way to get Yahoo to contact Sky or to reach someone at Sky who can actually resolve this. Four hours of calls, just trying to track down someone—maybe a 'Dave' in the back office—who manages the Yahoo admin console for email delivery, but I haven't found them yet.

There is a serious lack of meaningful support in finding the right person to handle security breaches like this. I hope this reaches someone who can genuinely assist in resolving the matter.

It’s a perfect example of how "computer says no" has become the norm - getting through to an actual human who can fix the problem feels impossible. This is exactly the opposite of the service I strive to provide as a CSP. No one should have to deal with the poor service Sky offers, especially after migrating away from Gmail, with no proactive encouragement for users unfamiliar with security best practices to enable MFA.

Dave - feel free to reach out..!

Moderator note: numbers removed

Re: Hacked email account security details changed

GD1 — Fri, 14 Mar 2025 18:00:49 GMT

@Tommylux You're not contactinmg Sky Customer services or Sky Support by posting here, this is a customer helps customer community.

Unfortunately you'll need to persist in calling Sky and hopefully you'll reach an adviser who has experiance with Yahoo email. Not all advisers at SKy are expereinced in a legacy email offering.

You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
(UK) https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Stay on the line and don’t hang up if prompted to. Apparently the quieter times to ring are just after 7am or about 9pm.

Re: Hacked email account security details changed

Tommylux — Fri, 14 Mar 2025 18:16:35 GMT

I appreciate the response, but I’m well aware this isn’t Sky Customer Services. Given the issues I’m facing, I’m not exactly expecting top-tier support here—but this forum is my only way to share the problem for others to see, and who knows, it might still carry some weight.

Ironically, community forums were suggested as a way to resolve login issues, yet once again, a one-size-fits-all approach doesn’t work for every scenario. At this point, it feels more like an emotional support group than a place for actual technical help—or a way to track down Dave!

Re: Hacked email account security details changed

RubyElms — Sat, 15 Mar 2025 12:35:26 GMT

I'm having the same problem. I'm out of the country though so I can't actually call anyone without it costing me £1000's. My account has been suspended due to the activity and the only way to get it back is by calling sky. Sounds like that would be useless anyway, problem is all my documents are on my email and now I can't access them for checking into my hotels and catching flights! Desperately need someone to help

Re: Hacked email account security details changed

Tommylux — Sat, 15 Mar 2025 13:03:33 GMT

Sky is really letting us down.

Re: Hacked email account security details changed

caesarome — Sat, 15 Mar 2025 13:10:24 GMT

@RubyElms

Are you sure you account has been access by someone as they only way they will have done this is if you have accessed a link from a scammer and given them your login details.

The only other thing that could have caused this is due to you being abroad as it has detected your are abroad someone,

Re: Hacked email account security details changed

Mark39 — Sat, 15 Mar 2025 13:23:35 GMT

@RubyElms this doesn't sound like the same problem. What error message are you seeing when you try to log in?

Re: Hacked email account security details changed

Mark39 — Sat, 15 Mar 2025 13:55:51 GMT

@Tommylux wrote:

I'm trying to assist a relative with a hacked Sky.com email account. I suspect the issue stems from a reused password that was leaked from other websites.

That's a possibility. Typically we find that reports of 'hacked' accounts here stem from the accountholder clicking a link in an email purporting to be from Sky, urging them to 'upgrade' or 'verify' their account details, or to login because the 'basic' version of Sky Yahoo Mail is being upgraded. The link takes them to a fake website designed solely to capture their login credentials.

@Tommylux wrote:

One Sky technical support agent helped them set up a new linked account to Sky ID, after confirming no new hardware has been ordered etc, but I'm still keen on recovering access to the original account. When I called again today, I was told that if the Sky.com email was still linked to the Sky ID, they could have reset the security questions - making this situation even more frustrating.

Yes, I really don't understand what the adviser did, or what they were trying to achieve. Providing Sky can verify the identity of the accountholder (that's not always possible, if there's no longer any data about the accountholder that they can use to do so), they should be able to reset the password for the accountholder. That is except where the error message at login states that the account has been suspended due to suspicious activity.

@Tommylux wrote:

Throughout our conversations, Sky has directed us to Yahoo...

Absolutely no point in doing that, as you've discovered.

I would suggest the accountholder raises a formal complaint with Sky: https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Hacked email account security details changed

Tommylux — Sat, 15 Mar 2025 15:17:01 GMT

In short. Yes.

the email address is sending out emails:

"Hello, I'm sorry to have bothered you. Could we have a quick email conversation? I have laryngitis, which is causing excruciating agony in my throat. That is why I am unable to make phone calls at this time. Please do you order from Amazon?

I'm waiting for your reply."

Re: Hacked email account security details changed

Tommylux — Sat, 15 Mar 2025 15:47:18 GMT

Complaint raised.

Re: Hacked email account security details changed

Tommylux — Mon, 24 Mar 2025 15:31:36 GMT

We managed to get there in the end. It is possible to resove, but finding that right person is very difficult.

We were put in contact with a 5th phone number, this time: 'Sky Priority Complaint'.

[Removed]

sky.com/priority-complaint

After 1h 50m on the phone! being transferred to two different people, we finally found the right person that could help and reset the account.

It took just shy of 2 weeks and around 7 hours of calls and re-explaining the situation over and over to new people. Shocking!

Moderator notes: Removed phone number

Re: Hacked email account security details changed

jayach — Mon, 24 Mar 2025 12:49:00 GMT

Thanks for letting us know you got there in the end, but you're right, it really shouldn't be so difficult.

Hopefully your relative has a unique password for their Sky account now.

And if they do enable 2FA make sure you keep a record of the recovery code issued.

Re: Hacked email account security details changed

FREEBIRD_67 — Thu, 10 Apr 2025 18:12:45 GMT

Gotta be easier to just cancel Sky, think that's what I'm going to do

Re: Hacked email account security details changed

caesarome — Thu, 10 Apr 2025 18:23:51 GMT

@FREEBIRD_67

You are cancelling over an email issue ?

Surely it is easier to setup and use an email address somewhere else ?

Re: Hacked email account security details changed

Mark39 — Thu, 10 Apr 2025 19:52:39 GMT

@caesarome wrote:

@FREEBIRD_67

You are cancelling over an email issue ?

Surely it is easier to setup and use an email address somewhere else ?

Indeed. Sledgehammer to crack a nut.

Re: Hacked email account security details changed

Tommylux — Thu, 10 Apr 2025 19:59:35 GMT

You do need a sledgehammer with sky tbh.

Re: Hacked email account security details changed

jayach — Fri, 11 Apr 2025 14:44:00 GMT

@FREEBIRD_67 wrote:
Gotta be easier to just cancel Sky, think that's what I'm going to do

If you are unhappy with your sky email, just stop using it and get another email address, no need to be cancelling everything.

Just be aware that many ISP's no longer provide an email address, so changing broadband won't necessarily get you a new address.