topic Re: Contactnumber change problem in Email

Contactnumber change problem

Tim64061 — Fri, 27 Feb 2026 14:01:13 GMT

After a burglary followed by calls late at night, I had to change my mobile number. Now I need to change my contact number for 2 step security but I can no longer receive a six digit code on my old number. Sky help have been useless, so if anyone has any ideas how to solve this problem, I would be delighted to hear them.

Re: Contactnumber change problem

Mark39 — Fri, 27 Feb 2026 14:07:19 GMT

@Tim64061 Use your Recovery Code to turn off 2 step verification, then set it up again with your new contact number.

Re: Contactnumber change problem

Tim64061 — Fri, 27 Feb 2026 14:27:05 GMT

Thank you, sadly the recovery code was in my notebook, stolen during the burglary. I feel like I'm banging my head against a wall.

Re: Contactnumber change problem

Mark39 — Fri, 27 Feb 2026 14:41:23 GMT

@Tim64061 that's unfortunate. You'll have to persevere with Sky, I'm afraid in that case. They do have some back office experts who can switch off 2 step login to get around this, but unfortunately knowledge of who to refer to seems to be somewhat sparse amongst the front line call handlers.

We can ask Sky's messaging team to contact you here to follow this up, if you wish, but they may direct you to call so that you can be transferred to the back office team. I don't think the messaging can do that themselves.

Re: Contactnumber change problem

Tim64061 — Fri, 27 Feb 2026 14:50:48 GMT

I'll try to call them again and see what they can do, many thanks for your help, I really appreciate it.