Password issue

AmyJ1982 — Wed, 10 Jun 2026 04:25:58 GMT

My Grandad went into a care home last June (the account holder) and my Nan does not need Sky Sports or Broadband but Sky won't speak to us because we don't know the password on the account and my grandad has no capacity and can't speak to us. My Nan has been paying £138 a month for services she no longer needs. I've tried calling numerous times to try and sort things out for her. She doesn't want to cancel the whole package because she wants to retain her home phone number. Any help would be gratefully appreciated

Re: Password issue

Me134 — Wed, 10 Jun 2026 05:55:04 GMT

@AmyJ1982 wrote:
My Grandad went into a care home last June (the account holder) and my Nan does not need Sky Sports or Broadband but Sky won't speak to us because we don't know the password on the account and my grandad has no capacity and can't speak to us. My Nan has been paying £138 a month for services she no longer needs. I've tried calling numerous times to try and sort things out for her. She doesn't want to cancel the whole package because she wants to retain her home phone number. Any help would be gratefully appreciated

Dial 150 on the landline from their house (or a Sky mobile if they have one) and ask for the 'Accessibility and Vulnerable Customer Team'. Explain first off that the account holder has permanently moved into a care home, lacks cognitive capacity to speak on the phone but has no legal deputy (presuming you don't).

They can use alternate means of accessing the account then but you'll need all the info you can find to hand, direct debit details, phone numbers (it really helps if you can dial 150 from the landline), email addresses etc. Let them do the asking rather than just throwing everything at them.

Each case is viewed on it's own merits but downgrading or even cancellation is possible but not guaranteed.

You can't have just the Sky telephone line but you may be able to downgrade to a minimum speed with or without a calls package. If they have Sky Q, Stream or Sky Glass, she'll still need broadband BTW.

topic Password issue in Sky Q

Password issue

Re: Password issue