topic Re: Sky will never ask for your password in Account & Billing

Sky will never ask for your password

Seragon — Wed, 08 Jul 2026 16:05:15 GMT

Just got an email from Sky about account security. In it it states Sky will never ask you for your password. So why do the Sky staff ask for my password every time I call them on 150 from my mobile. I know the automated bit does it but the representative also asks when confirming my details. It's not just once or even twice. I've been with sky mobile for over 10 years and they've ask every time I've called them.

Re: Sky will never ask for your password

GD1 — Wed, 08 Jul 2026 16:07:35 GMT

@Seragon They ask you fior your Telephone Password, which is NOT your account password. The 2 are very different. Unless you've used the same words for both?

Re: Sky will never ask for your password

Seragon — Wed, 08 Jul 2026 16:11:51 GMT

I set up a password for my account. At no point has anyone ever asked me to create a telephone password.

No one I know has ever had a second password for the telephone.

Re: Sky will never ask for your password

Mark39 — Wed, 08 Jul 2026 16:15:25 GMT

@Seragon well I would suggest you change your password immediately and if you're asked for it again in the future, say no. They should not be asking for your account password.

Re: Sky will never ask for your password

GD1 — Wed, 08 Jul 2026 16:16:18 GMT

@Seragon That should be your Telephone password which should be different from any password you use to login to your account online.

Re: Sky will never ask for your password

caesarome — Wed, 08 Jul 2026 16:18:47 GMT

@Seragon

There should be a telephone password on your account so if you are unsure what it is then if you say this they should be able to identify by asking you other security related questions.

Re: Sky will never ask for your password

DaveDrizen — Wed, 08 Jul 2026 16:53:11 GMT

@Seragon wrote:
I set up a password for my account. At no point has anyone ever asked me to create a telephone password.
No one I know has ever had a second password for the telephone.

I have telephone password, had for years. It different to the password on my Sky account. And yes each time I phone Sky the agent ask me if I the account holder and the telephone password. In fact when going though the automated system before getting though to agent I believe that also asks for the telephone password.

Re: Sky will never ask for your password

DaveDrizen — Wed, 08 Jul 2026 17:06:41 GMT

@Seragon wrote:
Just got an email from Sky about account security. In it it states Sky will never ask you for your password. So why do the Sky staff ask for my password every time I call them on 150 from my mobile. I know the automated bit does it but the representative also asks when confirming my details. It's not just once or even twice. I've been with sky mobile for over 10 years and they've ask every time I've called them.

Yes they will, every time you speak to a Sky agent they will ask if you the account holder and your telephone password that is there official procedure. Each time you speak to Sky agent you don't often speak to same person, though if phone from the number linked to your account the system has identified your account and the Sky agent has your account details on there screen in front of them. But they still have to go though the security procedure to ensure they speaking to the correct person and not some one that might have stolen your phone. I am quite happy to go through that procedure every time I speak to Sky rather than run the risk that are speaking to someone that has scammed my account.

Re: Sky will never ask for your password

Me134 — Wed, 08 Jul 2026 18:00:11 GMT

@Seragon After 18 years I'm afraid I can't recall if I set a telephone password over the phone or if I signed up online and perhaps put one in there but for yourself, call 150 at your convenience and tell them that you can't recall the telephone password and wish to reset it. They'll go through other security questions to make sure it is you (bank account details etc so have details ready) and then give them a new one (first address, mothers maiden name etc).

Changing the account password yourself wouldn't come amiss either.

Edit: occasionally chats especially will ask for 2 random letters out of it so make it something memorable and preferably one word. Spaces don't count if it is two words though.

Re: Sky will never ask for your password

Mal9 — Thu, 17 Sep 2026 10:03:17 GMT

I receive phone calls from someone stating they are from Sky and always ask for password, how can this be secure. You should never hand out a password to someone who calls you. Totally fine with stating my password when i have rung sky but why do sky continue to ask. Every call has to be ended because i wont hand over my password. DO people really tell anyone who calls theirs.

Re: Sky will never ask for your password

Daniel0210 — Thu, 17 Sep 2026 10:25:35 GMT

@Mal9

Sky have to be certain they are speaking with the account holder.

With any calls from 'Sky' (especially unexpected calls) if the caller asks for your previously agreed telephone password NOT account password to confirm you're the account holder (which I would expect a genuine Sky agent to do) initially give an INCORRECT one on purpose. If the caller doesn't challenge it then you know it will be a scam call.

Re: Sky will never ask for your password

Mal9 — Thu, 17 Sep 2026 10:28:59 GMT

Daniel, you make a good point and is an option to give an incorrect password to test the system. As for the password, giving information that then could allow a rogue actor to call sky and pretend to be me worries me.

Maybe i am over cautious however thank you for your response all the same.

take care

Re: Sky will never ask for your password

MightyQuinn — Thu, 17 Sep 2026 10:30:35 GMT

@Mal9 wrote:
I receive phone calls from someone stating they are from Sky and always ask for password, how can this be secure. You should never hand out a password to someone who calls you. Totally fine with stating my password when i have rung sky but why do sky continue to ask. Every call has to be ended because i wont hand over my password. DO people really tell anyone who calls theirs.

Hi @Mal9 It sounds like you are gettinjg confused with account password (private) and your telephone password that Sky need so they know they are talking to the account holder. If you don't know your telephone password simply say don't know.