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Discussion topic: Account Taken Over

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This message was authored by MartinR71 This message was authored by: MartinR71

Account Taken Over

It looks like my Father-in-Laws Sky account (not this one I'm messaging from) has been taken over maliciously and he can't access his account or emails because the username and passwords he tries don't work.

 

He was on the phone to Sky for several hours yesterday, who changed his password and security question but the password doesn't work and it asks for a Memorabe Date when the security question he changed yesterday was for First Address. The email address on the account is a hotmail.com address when it should be a Sky.com one. He claims he has never had a hotmail address.

 

This all started yesterday when his address book were all sent a scam email regarding Amazon. We advised him to change his email password and this is how we discovered to likely hack into his account.

 

Following Sky's help pages, and clicking Forgotten Password, or Forgotten User ID just sends us around in circles because it doesn't recognise his email address, or the password he was meant to have changed yesterday, and asks the wrong security question.

 

Any help appreciated. Naturally he worried about who has access to his account and what they might gain from that access. He has a TV, Mobile and WiFi package.

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This message was authored by Mark39 This message was authored by: Mark39

Re: Account Taken Over

Posted by a Superuser, not a Sky employee. Find out more

Is this where he's trying to log in: https://www.sky.com/signin ?

MartinR71
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This message was authored by MartinR71 This message was authored by: MartinR71

Re: Account Taken Over

Yes. 

 

We've tried his real email address and a different SkyID that we found but neither work with the passwords we have. The SkyID is the hotmail email address but that's not his.

This message was authored by Mark39 This message was authored by: Mark39

Re: Account Taken Over

Posted by a Superuser, not a Sky employee. Find out more

It's not possible to change a SkyID user name, so if he's never set up a SkyID with that username it's not his.

 

His SkyID username is most likely his email address, but if it isn't, and he can't reset it using the 'forgotten username or password link', I'm afraid he'll have to go back to Sky.

 

It's probably best to tell them he can't log in to his SkyID, rather than mention his email account at this stage.

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