topic Re: Account security concerns in Account & Billing

Account security concerns

scoombs76 — Thu, 03 Oct 2024 11:10:37 GMT

Just a general question.

I called Sky earlier today using a number on their website [number removed] to remove a component from my account.

The guy on the end was nice and friendly but at various times asked for my first and last name, my address, my mothers maiden name, my sky password, my mobile number and email address.

Surely they shouldnt be asking for all of this information should they to verify my account? I stopped providing the info when they asked for password, mobile and email and stopped the call.

Does this sound correct?

Moderator note: phone number removed

Re: Account security concerns

caesarome — Thu, 03 Oct 2024 11:15:58 GMT

The password they should be asking for is a telephone one and not one for online access if this is what they asked for and the number you called on was from the Sky website itself and not one you have found by searching online then they do seem reasonable questions that they asked you.

Re: Account security concerns

scoombs76 — Thu, 03 Oct 2024 14:16:01 GMT

It was my regular Sky password for my on-line account. The number I called was from their website, I did a google search for it afterwards and it wasnt found anywhere, not even towards sky.com.

Just seemed a bit odd, maybe I was overly cautious.though.

Thanks.

Re: Account security concerns

Mark39 — Thu, 03 Oct 2024 14:32:57 GMT

@scoombs76 wrote:

It was my regular Sky password for my on-line account.

I don't think that's appropriate. Sky should never ask for any password other than a telephone password that you've specifically agreed with them.

It might be completely innocuous, but I'd be inclined to raise a formal complaint, and change your online account password: https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Account security concerns

PandJ2020 — Thu, 03 Oct 2024 14:41:56 GMT

@scoombs76 wrote:
It was my regular Sky password for my on-line account.

That sound extremely suspicious - you should never give that out...

@scoombs76 wrote:
The number I called was from their website

The only number published is after clicking of 'Need more help?' - was this the case?

Re: Account security concerns

scoombs76 — Thu, 03 Oct 2024 14:50:39 GMT

It was a number from their 'Call a Sky expert'. after choosing to downgrade my subscription. I've noticed that the number is now differentfrom what it displayed before and what I called. Must be dynamically generated due to timezones/volume of calls etc.

I will try again tomorrow.

Re: Account security concerns

Mark39 — Thu, 03 Oct 2024 14:58:45 GMT

@scoombs76 wrote:

Must be dynamically generated due to timezones/volume of calls etc.

Yes, I believe that's the case.

Re: Account security concerns

caesarome — Thu, 03 Oct 2024 15:10:12 GMT

@scoombs76 wrote:

It was a number from their 'Call a Sky expert'.

Did they actually ask you for your online password or did they just ask for your password ?

Re: Account security concerns

scoombs76 — Fri, 04 Oct 2024 08:47:27 GMT

They just asked for my password. I only have one sky password which gets me into my on-line account. I explained that I wont give them my password and he seemed ok with that and we ended the call.

Not a big deal, just seemed a large amount of information being requested that I felt a bit concerned about providing.

Re: Account security concerns

caesarome — Fri, 04 Oct 2024 08:53:23 GMT

You have done the right thing as you should also have a telephone password setup on your account so if you should have to phone Sky yourself anytime then let them know that you don't have a telephone password as they should help to set one up.