topic help my parents in Account & Billing

help my parents

MD648 — Fri, 28 Nov 2025 09:37:29 GMT

This my be a long shot both my parants are inthe late 80's both almost housebond, yesterday SKY wiped the hard drive tech issue, so they lost everything. i have tried to speak with sky to change the package there are on but my dad can remember PW he is currently haing chemo so he is not the best mum had both eyes operated on.

how can i get passed the security question as the PW i have is not right ?

told you it was along shot we live 171 miles apart

Re: help my parents

caesarome — Fri, 28 Nov 2025 09:44:00 GMT

@MD648

If he can not remember the password then the adviser should be able to identify him by asking him other questions that he should be able to answer so did he try this ?

Also it might be getting him registered with the accessibility team at Sky where there are additional contact options:

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

Re: help my parents

PandJ2020 — Fri, 28 Nov 2025 09:55:57 GMT

Does any of this help: https://www.sky.com/help/articles/third-party-assistance