topic Re: Sky reset my password - cannot get back in!!!! in Account & Billing

Sky reset my password - cannot get back in!!!!

Lu1se — Sat, 12 Sep 2026 10:54:56 GMT

Hi - hoping someone can help!

Couldn't get into my email this morning - nil changes at my end so assume Sky did the above. I have spent more than 1 hour speaking to agents, cleared security 7 times and still no luck. I have 2 sky accounts - one with a sky.com address which is the one that's locked out (original one with email only now) and the other with me.com address(this has my broadband account) - Sky would not let me resign up using the original address. My issue has now been escalated - 4-5 working days!!!!! Obviously my emails are very important especially as I have travel coming up. I don't think it has helped that I have only managed to speak with non UK agents - altho polite and state they understand my issue they actually don't. According to everything I read online, it should be a simple thing of unlocking my account.

When I opt for forget my password it only offers to email me a code - to an email that I no longer use!!!!

Has anyone had a decent solution to this - and can I merge both accounts whilst still keeping my emails???

Re: Sky reset my password - cannot get back in!!!!

caesarome — Sat, 12 Sep 2026 12:16:53 GMT

@Lu1se

The only solution is to wait until Sky get back to you because with two step verification in place there is no way around it.

Re: Sky reset my password - cannot get back in!!!!

Lu1se — Sat, 12 Sep 2026 13:14:01 GMT

Thanks for that - I don't do patience very well!
I'm just hoping that I won't lose my emails.

Re: Sky reset my password - cannot get back in!!!!

Lu1se — Sun, 27 Sep 2026 14:40:58 GMT

I have now spoke to 10 different people within Sky - mainly India call centre but 1 in Bulgaria (who gave me faith) but I still do not have access to my emails. Its increasingly frustrating as I can never get thru to the same department or team so I'm repeating myself consistently. At one point they cleared the two step verification but for the wrong account despite me spelling out my sky.com address multiple times, now they can't seem to do the same thing with the account I wanted in the first place. They have also linked my accounts which I did not ask for. I have to face the call again tomorrow which I'm not looking forward to as I'm on nightshifts.

Re: Sky reset my password - cannot get back in!!!!

twilight+princess — Mon, 28 Sep 2026 11:11:16 GMT

What happens when you follow the instruction in the email? Clicking on the link should take you to the change password screen where you can add your new password.
If you have already changed the password then are you accessing your emails via an email client or via the web? If via an email client then have you changed the password there?

Re: Sky reset my password - cannot get back in!!!!

Lu1se — Wed, 07 Oct 2026 08:02:02 GMT

Thanks but I had already stated that I cannot change my password as the reset link is sent to an email address I don't have access to.

I received a call from Sky on 30th September hoping that we could fix this issue but it didn't work, he assured me that the team would look at something else and come back to me quickly. I have not heard anything.

I have tried calling this morning but am getting increasingly frustrated as the automated system is sending me in circles. I can't raise a complaint as I can't log in - using the chat function doesn't help.

There are also broadband issues but when I try to log into my account, it expects me to complete setup so I can't see anything there and I don't want to complete set up - which was previously done - in case it impact on Sky supposedly trying to fix my account.

Quick summary - I had an account with sky with email address ending sky.com (this is what I use for email); when I left them then went back it wouldn't allow me to use my previous email so I had to set up a new account ending me.com which worked perfectly up for accessing my bill and product support until recently. I have made a dozen plus calls to Sky and this has been over a period of 3 weeks.

Does anyone have a number where I can actually speak to someone? I can't even get an option to cancel my product as the system just keeps directing me to online where I have to log in which I can't!