topic Re: Data Security Issue - Sky Service Checker in Broadband

Data Security Issue - Sky Service Checker

FrankoIan64 — Fri, 18 Apr 2025 10:40:36 GMT

I re-joined Sky Broadband this week - but the Service Checker (on both the MySky app and on Website) is showing that 'There's a problem with your In Home Internet'. The page is showing a Sky Hub and 2x Sky Boosters - one of the Boosters is showing as connected, and the other is reporting a problem.

I do not have any Sky Boosters in my home. I previously used 2 of these devices at a previous address, but they were returned to Sky when I switched broadband suppliers c.2 years ago. I can only assume that these boosters have been refurbished and re-issued, and are in use at other customers homes.
When I click on the devices I can see details about the devices that they are using.

I have a similar issue with my Streaming TV, where I have details of a Sky Glass Puck that I previously owned but was replaced due to a fault - this has apparently been connected and used since I returned it, as again I can see information about this device.

This raises 2 concerns:
Firstly, I should not have access or visibility of another Sky users device information.

Secondly, I have no way of knowing if any of my current Sky equipment has been pre-owned - so there is also a risk that another Sky customer has visibility of my data.

I cannot find any way of raising this with Sky, and using the AI Assistant continually asks me to retry the question.

Please see image below - only the Sky Hub is in use in my home. I can view the connected devices on both Sky Boosters.

Re: Data Security Issue - Sky Service Checker

JimM1 — Fri, 18 Apr 2025 10:49:40 GMT

@FrankoIan64 Looks like you have not linked your sky id to your account since you returned, abd it is using all off your old info.

Re: Data Security Issue - Sky Service Checker

GD1 — Fri, 18 Apr 2025 10:53:00 GMT

@FrankoIan64 wrote:

I re-joined Sky Broadband this week - but the Service Checker (on both the MySky app and on Website) is showing that 'There's a problem with your In Home Internet'. The page is showing a Sky Hub and 2x Sky Boosters - one of the Boosters is showing as connected, and the other is reporting a problem.

I do not have any Sky Boosters in my home. I previously used 2 of these devices at a previous address, but they were returned to Sky when I switched broadband suppliers c.2 years ago. I can only assume that these boosters have been refurbished and re-issued, and are in use at other customers homes.
When I click on the devices I can see details about the devices that they are using.

I have a similar issue with my Streaming TV, where I have details of a Sky Glass Puck that I previously owned but was replaced due to a fault - this has apparently been connected and used since I returned it, as again I can see information about this device.

This raises 2 concerns:
Firstly, I should not have access or visibility of another Sky users device information. You won't have access to anyone elses info.

Secondly, I have no way of knowing if any of my current Sky equipment has been pre-owned - so there is also a risk that another Sky customer has visibility of my data. How would a peice of pre-owned equipment given the previous user who no longer has this equipment have access to your data?

I cannot find any way of raising this with Sky, and using the AI Assistant continually asks me to retry the question. There is nothing to raise in respect to data security

Please see image below - only the Sky Hub is in use in my home. I can view the connected devices on both Sky Boosters.

In addition to the above did you use your old email address when setting up your new account, if so this is the issue as mentioned by @JimM1

As you left Sky and then returned after being away for more than a year then your account will have been closed as you have discovered so you will need to set up a new Sky ID.

If you want to use the same email address then you need to remove it from the old account first as this will then free it up allowing it to be used when setting your new ID up. You can do this by logging into the old account here:

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

Then delete the email address by providing another one and logout of this account, this will then free it up to use when setting up your new Sky ID:

https://www.sky.com/help/diagnostics/sky-id/sky-id

Re: Data Security Issue - Sky Service Checker

FrankoIan64 — Fri, 18 Apr 2025 13:16:21 GMT

Thanks both - really appreciate the responses and suggestions.

In my case, I never left Sky, and have continued to be a Sky TV (Glass) customer in the period where I did not have broadband - I only switched to BT when I moved house 2 years ago as Sky were experiencing a technical issue that prevented them from closing my old account, and so were unable at that time to connect me at my new address.

As such both my Sky ID and Email address remain the same, as the account has remained in use.

My best assumption is that Sky use a database or asset register for customer hardware - when devices are assigned to a customer, they are logged against that Account and then become visible for that customer.

When devices are returned, they should be removed from that customers record and would cease to be visible - but it does not appear that these devices have been removed from my account, because I can still see them - and see that they are in use by another customer.

I could happily ignore this, as it doesn't impact on my use of the services - but this indicates that Sky are not accurately maintaining customer data (at least in my case), and there doesn't appear to be a simple way to notify of them this to allow them to remedy it.

Re: Data Security Issue - Sky Service Checker

Chrisee — Fri, 18 Apr 2025 15:27:25 GMT

@FrankoIan64 if you are still concerned call Sky. It is possible to have multiple Sky account numbers for different products, I have 3 myself and you need to access the correct account for the details to show. Mistakes happen it is almost inevitable in a company like Sky who have over 10 million customers.