topic Re: Hacked email rescue in Email

Hacked email rescue

Jeremy39 — Sun, 18 Jan 2026 09:39:08 GMT

Hi, my mothers' @Sky.com email has been hacked, the password has been changed, the backup email and telephone number have been changed so I can't change the password.

Yahoo send me to Sky, Sky said there is not a Sky account so I need to contact Yahoo.

Are there any more steps I can take to rescue her email?

Re: Hacked email rescue

Mark39 — Sun, 18 Jan 2026 09:58:50 GMT

@Jeremy39 if the email address ends in sky.com it's (as you'd expect) a Sky Yahoo Mail account, and Sky's management responsibility. Yahoo won't help.

Based on what has been changed, there's nothing you or your mother can do to rescue the account. Your mother will have to persevere through Sky, I'm afraid, if necessary, by raising a formal complaint. If your mother does ultimately raise a complaint, I'd suggest using the web form rather than calling etc.

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

Re: Hacked email rescue

caesarome — Sun, 18 Jan 2026 10:07:09 GMT

@Jeremy39 wrote:

Hi, my mothers' @Sky.com email has been hacked, the password has been changed, the backup email and telephone number have been changed so I can't change the password.

Can your mother access this link:

https://www.sky.com/mydetails/account-info

If she can she might be able to change the backup email address.

Re: Hacked email rescue

Jeremy39 — Sun, 18 Jan 2026 10:18:39 GMT

Unfortunately unable to log into the sky.com link as it requires a password and can't change the password as the rescue details were changed. The password you entered is incorrect. Please try again or use the forgotten your password link below.

Will try the complaint link above, thank you for the information.

Re: Hacked email rescue

caesarome — Sun, 18 Jan 2026 10:26:21 GMT

One final thing, on the reset password option itself here:

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

For me I have two options to do mine, either by email (which you can not) or via a security question so do you see this and if so do you know what the answer is ?

Re: Hacked email rescue

Jeremy39 — Sun, 18 Jan 2026 10:39:27 GMT

Thank you, yes, but the answers no longer work.

Re: Hacked email rescue

jayach — Sun, 18 Jan 2026 16:06:02 GMT

If you do contact Sky again, don't mention the email, just say you/she can't log into your/her Sky ID, as per @caesarome's link.

https://www.sky.com/mydetails/account-info

Once that is sorted the email will then work.