topic Re: not able to access my emails in Email

not able to access my emails

blue2509 — Mon, 26 Aug 2024 20:45:40 GMT

I have been using sky/ tahoo mail for years to access my emails. Two months ago I canelled my sky subscription and was told I could still access sky/ yahoo. When I woke up this morning I put in my details but wasnt able to log in as they said they had sent me a 6 digit code to my mobile phone which I don't have access to since my phone was stolen back in May . When I clicked on unable to access code they said I needed my recovery code which \i knew nothing about. I have spent all day trying to get help without any luck. Sky told me to contact my neww broadband provider who didn' help Yahoo mail didn't help when I rang back to sky they said they could do it but it would take 3 weeks Why that long. I am due to start a new job next week and need to respond to urgent emails from my new boss which I am inable to access. Why should it be so hard to change my number so the 6 digit code could come to my new number and I never agreed to 2 stwp verifiction

Re: not able to access my emails

GD1 — Mon, 26 Aug 2024 20:50:13 GMT

@blue2509 Surely you've ordered a replacement sim for the stolen phone? That would give you access to your 2factor codes.

Having a device stolen wouldn't stop you using another device with a replacement sim with the same mobile number. What is stopping you from using a new device and the replacement sim/original number?

Re: not able to access my emails

blue2509 — Mon, 26 Aug 2024 21:02:07 GMT

I had already closed my sky accounts so just decided to use the sim provided with my new phone. it was less hassle but now thinking maybe I should have kept my nmber lol Looking back in hindsight could be a good thing lol

Re: not able to access my emails

Mark39 — Mon, 26 Aug 2024 21:09:51 GMT

@blue2509 the mobile number to which a Verification Code or Recovery Code is sent is entered at the time 2 Step Verification is set up. It would seem unlikely, therefore, that someone other than yourself would have set up 2 Step Verification using your mobile number?

Re: not able to access my emails

caesarome — Mon, 26 Aug 2024 21:12:30 GMT

@blue2509 wrote:

When I woke up this morning I put in my details but wasnt able to log in as they said they had sent me a 6 digit code to my mobile phone which I don't have access to since my phone was stolen back in May . When I clicked on unable to access code they said I needed my recovery code which \i knew nothing about.

When you use to access your emails on the phone before it was stolen did the web browser remember your username and password or did you have to actually enter these details yourself ?

Re: not able to access my emails

blue2509 — Mon, 26 Aug 2024 21:25:27 GMT

I used to have to enter my details every time I accessed my emails. noone else has access to my emails so I don't know anyone else could read any emails sent to me

At the end of the day Sky have no right to deny you access to your email account and I never set up 2 way verification on my email account as noone else has access and I have never received a recovery code

Re: not able to access my emails

Mark39 — Mon, 26 Aug 2024 21:34:58 GMT

Clearly 2 Step verification has been set up by the response you get when you try to log in. It's your inability to respond with the Verification Code or Recovery Code which is denying you access.

Re: not able to access my emails

jayach — Mon, 26 Aug 2024 21:37:41 GMT

@blue2509

Have you by any chance recently replied to an email asking you to verify/upgrade your email?

It sounds like a scammer may have activated the 2FA verification on your email.

Is the partial number quoted your old number?

Re: not able to access my emails

caesarome — Mon, 26 Aug 2024 21:38:07 GMT

@blue2509 wrote:

I used to have to enter my details every time I accessed my emails. noone else has access to my emails so I don't know anyone else could read any emails sent to me

The reason I asked this is I am wondering that if you did't set 2 step authentication up then if those that took your phone might have somehow gotten access to your account ?

To regain access you will have to call Sky but I believe it can take up to 21 days so in the meantime have you tried accessing your account by setting it up via an app to see if you can access the account.

Re: not able to access my emails

del111 — Mon, 19 May 2025 05:19:20 GMT

That does not solve the problem, contacting sky is a nightmare, only sky would have a system where you cannot gain access without a code - terrible service

Re: not able to access my emails

Mark39 — Mon, 19 May 2025 06:58:48 GMT

@del111 wrote:

That does not solve the problem, contacting sky is a nightmare, only sky would have a system where you cannot gain access without a code - terrible service

That's simply not correct. You don't have to set up 2 step login - it's not mandatory. And if you choose to set it up, they do recommend that you keep a separate note of the Recovery Code which you can use to turn off 2 step login yourself.

Re: not able to access my emails

del111 — Mon, 19 May 2025 07:03:50 GMT

Ok, thank for the responce.

I think you are missing the point, this is not about why or blame its about the lack of assitance in resolving the issue form sky

Re: not able to access my emails

caesarome — Mon, 19 May 2025 09:13:43 GMT

Whist we can understand that it is a pain having to contact them in the hope someone knows how to do this our point. is you wouldn't have to contact Sky had you done as advised and kept a note of the recovery code.