topic Re: Email not working in Email

Email not working

boris+the+catto — Thu, 02 Feb 2023 17:30:03 GMT

My sky account got hacked, can't send or receive emails. I have the latest Mac OS on both iPad and iMac. Spent hours with sky support, telephone too. Guy has promised to call back, 24 hours later no call yet. The IMAP stays offline, will not connect, which seems to be the issue. Tried Apple support too, hour on telephone, their systems fine, definitely Sky IMAP issue, maybe Sky server.
anyone had similar issues, or can offer advice whilst I wait for Sky?

Re: Email not working

jayach — Thu, 02 Feb 2023 18:07:16 GMT

Sky will definitely not be able to help with your Apple problem, as long as you can use your email via the web they will consider it not their problem.

Can you login here: https://skyid.sky.com/signin/email

Re: Email not working

boris+the+catto — Thu, 02 Feb 2023 18:14:29 GMT

Hi @jayach, yes, I can log in, changed all my passwords, log in to home email no issues. This afternoon I can send emails, but not yet receive from all contacts, just getting the odd one. Sent test to self, not received. Mystery.
Apple has checked thoroughly, as explained earlier, one hour phone support. Definitely Sky IMAP issue.
fingers crossed, thanks for you input.

Re: Email not working

boris+the+catto — Thu, 02 Feb 2023 19:23:11 GMT

Hi again @jayach

on my PC I use emclient, it's been great, but that is exactly the same faul/error as Apple mail. This seems to me to be a definite Sky issue, affects any email programme regardless. Should have mentioned this earlier, sorry.

Re: Email not working

jayach — Thu, 02 Feb 2023 19:52:04 GMT

I was going to say that the Apple problem is well known, and as far as we know is an Apple problem, as no other apps/clients are failing, However you are the first person to say they have the same on another client.

I use Sky email with Outlook on PC and Android, and am having no problems, and if it was the servers failing, there would be a lot more complaints on here.

No help in solving your problems, but I don't think it is a general server problem.

Re: Email not working

boris+the+catto — Thu, 02 Feb 2023 20:05:09 GMT

Thanks again @jayach, I've downloaded Outlook, free version now I'm retired I don't need all the big features paid for. I'm pleased to have posted about emclient, it's sitting open now saying I need to update the email password, whizzing through every email I guess since the message is 'this may take some time'.
I hope this helps others, but I guess not everybody uses the forum. They don't know what they're missing!

Re: Email not working

boris+the+catto — Thu, 02 Feb 2023 20:06:52 GMT

PS. How did you get Outlook to use the sky email address? I'll try that and see if it works.

Re: Email not working

jayach — Thu, 02 Feb 2023 21:01:03 GMT

@boris+the+catto

Bit confused about your comment on Outlook.

There is no free version of Outlook for PC, and the Android/iOS version is a completely different app to the PC version (despite sharing the same name)

The PC version requires the use of a generated password, as it doesn't work with Yahoo's version of OAuth.

Android/iOS's versions of Outlook do work with OAuth, but the Yahoo OAuth registration/authentication servers seem to be playing up at the moment, so probably best to use a generated password with that at the moment.

See here for details of most app/client setups:

Problems accessing your Sky.com email from your email app | Sky Help | Sky.com

Re: Email not working

jayach — Thu, 02 Feb 2023 20:54:55 GMT

@boris+the+catto wrote:
I'm pleased to have posted about emclient, it's sitting open now saying I need to update the email password, whizzing through every email I guess since the message is 'this may take some time'.

Are you saying eM Client is now working? If it is saying you need to update the email password, I doubt it will do anything untill you have done that.

Re: Email not working

boris+the+catto — Thu, 02 Feb 2023 21:02:55 GMT

Thanks again @jayach. I've used Outlook.com, not the Office 365 version, with a new address. That works fine, as does my old btinternet address. The mystery seems to deepen. All these other provider's addresses work. The Sky/Yahoo and emclient, which uses my sky email address, don't work.
I guess we'll get there eventually. I'll be trying to load my Mac Capps from an earlier Time Machine backup, pre hack. Apple is happy with that, might fix the IMAP Sky issue. We'll see.

Re: Email not working

boris+the+catto — Thu, 02 Feb 2023 21:04:51 GMT

No @@jayach, just sitting working through every email in my directories, I'm waiting for it to allow me to enter the new password. It won't come out of the error message until it's finished checking through.

Re: Email not working

jayach — Thu, 02 Feb 2023 21:50:02 GMT

Sorry, I thought you were talking about the Outlook app/clients. Didn't realise you meant you have created a new email address with outlook.com.

Microsoft really did confuse things by using the same name for multiple different things.

Re: Email not working

boris+the+catto — Thu, 02 Feb 2023 22:15:56 GMT

Good, @@jayach I should have been clearer too. HOWEVER, I discovered that all of my Apple mail replies(received) emails go into the deleted box. I just need to find out how to get them into the inbox, that isn't too clear right now, but Apple should be able to advise me tomorrow.

I had my final chemo treatment today, so signing off for the night and going to bed!

Thank you for your input this evening, even just thinking it through made me look through all the boxes on each Apple email, seems we have a 90% solution! I'll let you know tomorrow.

Re: Email not working

boris+the+catto — Fri, 03 Feb 2023 15:58:15 GMT

Hi again @jayach. My email is now working, bu all incoming mail goes into the deleted box. I've tried setting filters, but just can't get it fixed, the filters aren't exactly user friendly. Any ideas?

Re: Email not working

jayach — Fri, 03 Feb 2023 16:36:55 GMT

Sorry @boris+the+catto, but I've lost the thread here. I'll recap as I understand it.

You now have 2 email addresses, one @outlook.com and one @sky.com. Is that correct?

Is it email from one or both that go to deleted.? Is that via the web login(s) or via eMClient ot both?

Re: Email not working

boris+the+catto — Fri, 03 Feb 2023 17:02:16 GMT

Hi again @jayach, the sky yahoo,, which is no my iPad and PC as emclient, and Apple mail on the iPad and iMac are now working but not properly. I get incoming mail, but on all addresses it goes straight to the deleted box. I've tried using yahoo filters but find it impossible to follow their logic. All I want is for incoming mail to go to inbox, I just can't understand the filters. Tried, can't get one to work. Any ideas, I'm sure it's a Sky issue, why would yahoo on iPad, iMac and PCand Apple be affected? If it was apple, just Apple mail, but all addresses, no, it's sky.
PS I deleted the outlook

Re: Email not working

jayach — Fri, 03 Feb 2023 17:45:25 GMT

@boris+the+catto wrote:
PS I deleted the outlook

Good. that has removed one confusion.

For the going to deleted email, ignore the clients, just work with the webmail for now.

If you log in here: https://skyid.sky.com/signin/email and the incoming emails are going into deleted, there are only two possibilities.

One is that one of the clients is using POP, and that is deleting them after downloading. If you have definitely not used POP we can discount that.

The second, and more likely, is that you have replied to a phishing email asking you to upgrade/confirm or something else your Sky|Yahoo email and now scammers have your credentials.

If that is the case they have probably set up filters to send all your emails to the deleted folder.

To confirm if that is the case, login as above https://skyid.sky.com/signin/email and go to Settings - More Settings - Filters and if any are present delete them.

Then immediately change your password, to secure the account against the scammers.

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

If filters have been set they may have made other changes, such as setting an alternate reply address, so carefully check all the other settings.

Once that is done the clients should then be working O.K. as well, so good luck.

In case you have trouble finding "More Settings" it is here:

Re: Email not working

boris+the+catto — Fri, 03 Feb 2023 19:33:51 GMT

Thanks again @jayach. I'll delete any filters and check the reply to address. I know it's different to my genuine address, misspelt, and not sky. I have changed all important passwords, but I'll change sky again, just in case. BUT strangely, the emails seem to be coming in to the inbox now! Are you sure you don't have mystic powers?!!!

Re: Email not working

jayach — Fri, 03 Feb 2023 23:47:50 GMT

No, I've just been doing this for a long time.

Re: Email not working

boris+the+catto — Sat, 04 Feb 2023 17:29:14 GMT

Hi @jayac. Are you sure? Actually one of my camera club friends had an IT business before he retired, he's usually able to sort any issues. His take this time was 'it's a Sky problem'. I didn't believe him, but he had researched outages etc. and said definitely Sky. Nevertheless I posted and had your input. We'd only had email exchanges, and I can't swear to the time he rang me yesterday afternoon, we connect by team viewer for him to check my system, but anyway he checked what I'd tried with settings etc. and said again definitely Sky. And just like you, within an hour everything was up and running without me altering anything; didn't delete any filters, add any or do anything. Apple mail all fine, emclient on PC all fine, btinternet, an old email address I use as backup just in case, all working fine. So as I said to you earlier from my own opinion, Sky. Reinforced by the promise of a call back Wednesday which never came.
BUT we live and learn. The reason I moved to Sky from BT was because I used to get three day outages, and wfh for part of the week that was impossible to tolerate, despite BT telling me Sky used the same kit, lines etc. I have to say though that Sky has been mostly reliable, this has been my worst experience with them.

So signing off with a long email, but thanking you for your expertise, tolerance and thoughtful approach through. I know where to look now for great help, but I hope not too soon!