topic Re: Change registered telephone number in Email

Change registered telephone number

Keithnic — Tue, 15 Sep 2026 17:28:01 GMT

I do not have my original registered telephone number and I need to change my password as forgotten it. But I cannot get the code to do this...... Help

Re: Change registered telephone number

jayach — Tue, 15 Sep 2026 19:38:03 GMT

The password reset link is normally sent to your alternate email address.

What happens when you follow the forgotten password link?

Stop two step verification

Keithnic — Mon, 21 Sep 2026 07:57:36 GMT

Hello, I need to turn off two step verification but do not have access to the old telephone number. I have rang sky but not helpful

Re: Change registered telephone number

Keithnic — Mon, 21 Sep 2026 08:22:17 GMT

Hello it is sending a code to the two step verification but I no longer have access to that telephone number so going round in circles 😔

Re: Stop two step verification

Mark39 — Mon, 21 Sep 2026 08:26:41 GMT

@Keithnic 2 step verification is mandatory, so you can't stop it. Sky should be able to help you with changing the number the Verification Codes are being sent to.

Edited to add: I've joined your two,threads together

Re: Stop two step verification

Keithnic — Wed, 23 Sep 2026 10:09:56 GMT

Hello, We have spent hours and hours literally on the phone to Sky and they have stated that they are unable to change the old telephone number because they don't have access ?
Because it is now Sky Yahoo they told me to contact Yahoo.

After speaking to Yahoo they said sky is responsible !
Because we cannot remember our password to reinstall mail to another device this is what's happened.

We have lost years and years of emails and need to be able to retrieve.

Please can you help 😭

Re: Stop two step verification

Mark39 — Wed, 23 Sep 2026 10:27:07 GMT

@Keithnic unfortunately there's little we customers here can do to help you with this.

There's no point contacting Yahoo, as you've discovered. They definitely can't help. I'm afraid that's a classic fob-off by a poorly briefed Sky adviser.

I would suggest you raise a formal complaint, in writing, using the Mail Us option via the Sky Broadband and Talk button (may seem odd, but Sky have told us it's the right option to use) here: https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Stop two step verification

caesarome — Wed, 23 Sep 2026 12:13:38 GMT

@Keithnic

This is the link to use to change the Humber but you will probably have a issue if you do not know your password to access it:

https://id.sky.com/mfa/manage

Re: Stop two step verification

jayach — Wed, 23 Sep 2026 13:01:17 GMT

@Keithnic wrote:
Hello, We have spent hours and hours literally on the phone to Sky and they have stated that they are unable to change the old telephone number because they don't have access ?

Only Sky can really help you, try contacting Sky again, and ask for the IDM (Identity management) team.

They should be able to resolve it, assuming you can pass security.

@Keithnic wrote:
Because we cannot remember our password to reinstall mail to another device this is what's happened.

Are you no longer able to access it on the original device?