topic Locked account in Email

Locked account

Stever7811 — Tue, 16 Jan 2024 21:08:01 GMT

I know this has happened to people before but I am now locked out of my email account! For years I have used the email L*****@sky.com through outlook and it has worked without issue. Yesterday it bounced and logging into sky gave an error message with ahelpdesk number. After 4 failed calls each lasting 30-40 minutes the operatives claim that the email address is not associated with any account past or present so never existed! The say that the other address I have which is the same but L****@virginmedia.com is the only address linked. I can log into sky with my account name and with the virginmedia address but not the sky.com one. How do I resolve this if Sky say the email never existed even though it has been in use for over 15 years?

Re: Locked account

caesarome — Tue, 16 Jan 2024 21:56:18 GMT

Are you able to login here:

https://www.sky.com/myaccount/my-details

Re: Locked account

jayach — Tue, 16 Jan 2024 22:09:00 GMT

If you log in here: https://www.sky.com/myaccount/my-details with either address, and select Yahoo Mail from the drop down menu in the top right hand corner, what do you get?

Also (assuming you can log into "My Detais") try changing your password from the options there, that may remove the block.

Re: Locked account

Stever7811 — Tue, 16 Jan 2024 23:31:32 GMT

I can't log in with the sky.com address as I get the error message if I log in on the virginmedia one I get a message saying I can't create a new email account!

Re: Locked account

Stever7811 — Tue, 16 Jan 2024 23:35:59 GMT

No, but it does show the sky.com email!

Re: Locked account

jayach — Wed, 17 Jan 2024 01:21:25 GMT

@Stever7811 wrote:
I can't log in with the sky.com address as I get the error message if I log in on the virginmedia one I get a message saying I can't create a new email account!

@Stever7811 wrote:
No, but it does show the sky.com email!

It does almost sound like Sky have removed your email address from their system. I don't think I've ever heard of that happening before.

I really can't think what else you can do in this instance.😥

Edit: I think I would still try resetting the password, and hoping it triggers something. (clutching at straws, I'm afraid)

Re: Locked account

Stever7811 — Wed, 17 Jan 2024 10:42:34 GMT

I can get into the account and it shows my email address as the one ending @Sky.com. However, it does not allow me to change the password, email address or other details! Really tearing out what little hair I have left!

Re: Locked account

Stever7811 — Wed, 17 Jan 2024 11:01:38 GMT

I can get into my account and this is what is shown. However I can't chnage anything!

Re: Locked account

caesarome — Wed, 17 Jan 2024 13:18:21 GMT

What does it say if you select the edit email and edit password options ?

Re: Locked account

Stever7811 — Wed, 17 Jan 2024 15:20:36 GMT

It allows me to try and change the email, but I am worried if I do that it will lose it for ever! If I try to change the password it asks the security question but fails every time, and I am sure I am giving the right answer!

Re: Locked account

Stever7811 — Wed, 17 Jan 2024 15:24:24 GMT

OK, managed to change the security question so I could answer it and changed the password, still says the account is locked!😡

Re: Locked account

caesarome — Wed, 17 Jan 2024 16:41:23 GMT

When i had this a few years back it took me something like 3 phone calls until I got through to soeone who knew what to do, I then had to change my password.

Re: Locked account

Stever7811 — Wed, 17 Jan 2024 18:26:12 GMT

Ok, manaaged to speak to someone again tonight who told me that all email addressess are moving to Yahoo (I thought they already where) and that Yahoo required 2 step access. He advised me that the chnages will take until the 26th to complete and I have to wait until then to try again! We shall see if that works.

Re: Locked account

jayach — Wed, 17 Jan 2024 18:47:27 GMT

@Stever7811 wrote:
Ok, manaaged to speak to someone again tonight who told me that all email addressess are moving to Yahoo (I thought they already where) and that Yahoo required 2 step access. He advised me that the chnages will take until the 26th to complete and I have to wait until then to try again! We shall see if that works.

I wouldn't hold your breath.

Re: Locked account

caesarome — Wed, 17 Jan 2024 19:25:06 GMT

@Stever7811

I think what you have been told is a load of nonsense.

Re: Locked account

Stever7811 — Wed, 17 Jan 2024 20:20:55 GMT

You might be right, but how do I progress this any other way?

Re: Locked account

steve811 — Thu, 25 Jan 2024 18:38:53 GMT

Just to update peopel on this! After many phone calls to the script jockeys in sky I was eventually transfered to someone who knew what they were doing! Damian identified that I needed a thrid party email account not on sky's sysytem to use as the start to receive a code and from there guided me to the steps needed to reset the password and unlock the account! Despite all the others telling me the account no longer existed, and there was nothign they could do he fixed it for me!

It pays to perservere!

Re: Locked account

jayach — Thu, 25 Jan 2024 21:16:39 GMT

Well done to you for persevering, and well done to Damien.

Looks like we will have to add "make sure you have a non Sky email address in your details" to our suggestions in future.

To be fair it hasn't been possible to set that to a Sky email address for a long time, so you must have had the account for a very long time,

Re: Locked account

Smithp59 — Fri, 16 Feb 2024 07:16:53 GMT

I had the same issue, spoke to 20+ people all said can't do anything then spoke to a lovely lady called Helen I think who sorted the issue in 5 mins.

Don't be fobbed off with the useless tech support keep ringing and someone will help you