topic Re: Absolute wits end with SkyID and two-factor verification codes in Account & Billing

Absolute wits end with SkyID and two-factor verification codes

lee666 — Fri, 15 Aug 2025 13:19:36 GMT

I've been passed from pillar to post continutnually over the last two hours.

The phone number my sky account is insisting on sending two-factor authentication codes to is wrong. Therefore I cannot activate a replacement eSim or make any changes to my sky account.

Four (FOUR) advisors have told me this has been updated for me. Four times it hasn't.

I do not have a recovery code. I have never set a recovery code up.

Can someone please explain how I either get my 2FA phone number changed or the whole bloody thing turned off completely and I'll just take the risk of fraud. This is so stressful....I've been with sky like almost 20 years and I'm so close to sacking it off right now because what should be a relatively straight forward process is turning out to be harder than hacking the bank of england! 😞

Re: Absolute wits end with SkyID and two-factor verification codes

Mark39 — Fri, 15 Aug 2025 13:22:31 GMT

@lee666 for clarity is this your Sky Yahoo Mail login, or something else?

Re: Absolute wits end with SkyID and two-factor verification codes

lee666 — Fri, 15 Aug 2025 13:27:49 GMT

Just my regular Sky ID

Re: Absolute wits end with SkyID and two-factor verification codes

Mark39 — Fri, 15 Aug 2025 14:25:33 GMT

@lee666 the Recovery Code is automatically displayed on screen, when you set up 2 factor verification. You don't set one up manually., Furthermore there's a box you have to tick on screen to confirm that you've made a note of the Recovery Code before the 2 factor verification setup can complete.

If you don't have a note of the Recovery Code, I'm afraid you'll have to follow it up (again) with Sky. Ask them simply to turn off 2step verification on your behalf. I suspect there's a separate specialist team (as there is with Sky Yahoo Mail) who can do that for you. I doubt the front line advisers can do what's necessary. I'm guessing it will take a few days.

Re: Absolute wits end with SkyID and two-factor verification codes

caesarome — Fri, 15 Aug 2025 15:10:05 GMT

Further to the above post by @Mark39 @it did also say to forward the email with it in to another account if you have one for safe keeping.

You could try calling Sky again add asking to their ID team to see if they can help.