2 Factor Authentication

[Dean180]

I am really fed up with Sky. I had no products, but still used their email. I tried to log in to their website to take out the TV/broadband, and all of a sudden it required 2-factor authentication. I called up as it sent the code to my old mobile. 

They were quick enough to help me take out products and said they had updated my details, so I can log in to my account. In short, after 5 phone calls, hours on the phone and promises that it would be fixed in 24 hours, then 5 days, they are now saying it will take another 21 days.  In the middle of this, my password got reset, so now I can't access my emails at all as I don't have the 2-factor authentication code. 

The issue I have is that I have been expecting some very important legal emails and have some saved in my account, and now I cannot even access these. I tried to complain but was told I can't, as the ability to access my emails urgently isn't something they can provide and so they would just close the complaint.  

I can't complete the online complaints form as that requires me to log in and provide an authentication code. I am at my wits' end with Sky and don't know what to do. 

[DaveDrizen]

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@Dean180 wrote:

I am really fed up with Sky. I had no products, but still used their email. I tried to log in to their website to take out the TV/broadband, and all of a sudden it required 2-factor authentication. I called up as it sent the code to my old mobile. 

They were quick enough to help me take out products and said they had updated my details, so I can log in to my account. In short, after 5 phone calls, hours on the phone and promises that it would be fixed in 24 hours, then 5 days, they are now saying it will take another 21 days.  In the middle of this, my password got reset, so now I can't access my emails at all as I don't have the 2-factor authentication code. 

The issue I have is that I have been expecting some very important legal emails and have some saved in my account, and now I cannot even access these. I tried to complain but was told I can't, as the ability to access my emails urgently isn't something they can provide and so they would just close the complaint.  

I can't complete the online complaints form as that requires me to log in and provide an authentication code. I am at my wits' end with Sky and don't know what to do. 

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Did you not set up a recovery code and note it somewhere when you set up 2 stage verification, if you did you should be able to use to reset it.

[Dean180]

I was given one although it doesnt work, was told the one i had expired. 

[Mark39]

@Dean180 I'm not sure that Sky have grasped the nature of the issue you have and whether whatever it is they're proposing to do will restore your access to Sky Yahoo Mail. 

In the absence of any other way to complain, other than by calling or messaging you could do it the old-fashioned way and write to them by Recorded/Special delivery if it's urgent.

Calling or messaging again will simply land on the desk of another customer services adviser who may or may not understand what needs to be done to help you.

Sky's address is: 

Customer Complaints,

Sky Subscriber Services Ltd,

PO Box 43,

Livingston, EH54 7DD