Confrrming account with original password - is this real?

[DanDanDanDanDanDa]

Has anybody actually managed to do this when using WhatsApp to remove a Sky service? I am 100% certain I entered the correct two characters and it still said they were wrong and to phone Sky. They sent a passcode to my phone which I entered OK and then asked for characters 4 and 6 from my password which I put in and they refused.
I'm convinced this is fake and they just send everybody to the phone to try to talk you out of it. Bad.

[Daniel0210]

@DanDanDanDanDanDa 

What are you trying to remove, or cancel? If I remember correctly from your recent post about your dish you're in the ROI? You spoke there about cancellation of channels so if your looking to cancel completely then… 

To cancel all your TV subscription, if you’re out of contract you’ll need to give Sky the required 31 days notice. The latest T’s and C’s explicitly state you can’t cancel when still in a minimum term deal unless Sky agree. If they agree you’ll have to pay the remainder of your discounted term.

Select ‘Need more help’ at the bottom of the following link which will lead to contact details.
https://www.sky.com/help/articles/cancel-sky-tv#contact-leave
(Make sure the flag in the bottom right corner is the correct one ie; UK or ROI).
UK customer ~ The link may include an email link and also a Message Us option (which is normally available between 9am and 7.30pm).
ROI customer ~ it’s only by calling Sky Ireland or writing in.

If you successfully cancel you should receive an acknowledgment email from Sky. 

[DanDanDanDanDanDa]

Not one bit of that answers my question. I didn't ask if it would take 31 days to cancel or any of that other stuff. I asked why it refuses to take my password and just cancel it online.
I bet your post will now be marked as an answer now. It isn't.

We're being forced to go to the phone as they know this cannot be completed online.

[Daniel0210]

---

@Daniel0210 wrote:

@DanDanDanDanDanDa 

ROI customer ~ it’s only by calling Sky Ireland or writing in.

---

@DanDanDanDanDanDa 

My reply included the above. 

[Mark39]

---

@DanDanDanDanDanDa wrote:

...and then asked for characters 4 and 6 from my password which I put in and they refused.

---

If you entered details from your account password, it's why they were refused. It's almost certainly details from your telephone  password that Sky want.

[MightyQuinn]

---

@DanDanDanDanDanDa wrote:

then asked for characters 4 and 6 from my password which I put in and they refused.

Hi @DanDanDanDanDanDa   When Sky ask for a password, I suspect they are are after the telephone password, which is completely different to the logon password. Our logon passwords should be completely private.

Edit: Just seen @Mark39 post, sorry about the duplication.

[DanDanDanDanDanDa]

I was never given a telephone password. I keep my passwords stored very carefully. There is no mention of a telephone password in my online account. I was never asked for a telephone password when I updated my phone and broadband last year. Whatever it is they clearly don't really need it to change my service as they have done it for me already.
What is the point of an ONLINE service that asks for a telephone password?

Why allow Irish customers to go all the way through the cancellation process to the password bit if they can never do it online?
Why doesn't the prompt for a an "original passord" call it a phone password?

Looks easier to go cancel the direct debit and get another provider. Two seconds to sign up for a service, 12 tasks of Hercules to get out.

[Daniel0210]

---

@DanDanDanDanDanDa wrote:

Looks easier to go cancel the direct debit and get another provider.

---

@DanDanDanDanDanDa 

Definitely not recommended. Doing that is going to cause you additional problems. Your services will be restricted, you won't be able to call Sky, you can't cancel, late payment fees will be added and eventually Sky will involve a debt recovery company (as previously suggested) which may affect your credit rating.

[DanDanDanDanDanDa]

My services will be restriced? Well that's kinda exactly what I want, yeah? And if they want to hire a debt collector to come after €51 for a month of Sky TV then good for them.

At least my bank will do what I want , when I want it. They actually require LESS security than Sky do.

[Daniel0210]

@DanDanDanDanDanDa 

Just pointing out the consequences of cancelling a payment method. It's entirely up to you if you take the advice.

[Mark39]

---

@DanDanDanDanDanDa wrote:

 I was never asked for a telephone password when I updated my phone and broadband last year. Whatever it is they clearly don't really need it to change my service as they have done it for me already.
What is the point of an ONLINE service that asks for a telephone password?

---

Sky can't even access your account details until and unless they've verified your identity.

If you called  to update your phone and broadband, Sky will have used information they have about you to verify your identity.

If you contact Sky online, Sky can't use information they already have about you. It's entirely up to you whether or not you set up a telephone password with them that can be used in those circumstances.

[DanDanDanDanDanDa]

The point is that they have already changed my service over the phone without a "telephone password". They provably can and do do this. And letting people go through 90% of an online service cancellation process before being told you have to use the phone anyway is also stupid. And calling it "original password" in one when it is apparently a "telephone password"? This is clearly deliberately making it impossible to complete the process by design.

I haven't found anybody who has actually managed to do this online. It's a sham. Everybody has to go through an extensive stuggle session with the retention team so wht the pretense?

[Mark39]

---

@DanDanDanDanDanDa wrote:

The point is that they have already changed my service over the phone without a "telephone password". They provably can and do do this.

---

What point? Yes, you can call to manage your account without a telephone password as already explained.

I can't comment on the What's App process because I've never used it, but from your posts, I agree it could be slicker.

[DanDanDanDanDanDa]

I have managed my account before without any "telephone password". Even my bank doesn't need this to deal with me. Why would they ask for it in WhatsApp if it's for phone calls? And no I'm told it doesn't work in Ireland either but where does it say this when I'm in the process? It doesn't.
I think we can conclude nobody has ever managed to compelte this process online because it has been deliberated made impossible.

I've e-mailed them to say I am cancelling the TV service. If they try to sent me to the two hour retention team struggle session I'm copying in the regulator and cancelling the direct debit.

[Mark39]

---

@DanDanDanDanDanDa wrote:

I have managed my account before without any "telephone password". Even my bank doesn't need this to deal with me. Why would they ask for it in WhatsApp if it's for phone calls? And no I'm told it doesn't work in Ireland either but where does it say this when I'm in the process? It doesn't.
I think we can conclude nobody has ever managed to compelte this process online because it has been deliberated made impossible.

I've e-mailed them to say I am cancelling the TV service. If they try to sent me to the two hour retention team struggle session I'm copying in the regulator and cancelling the direct debit.

---

Are you just not bothering to read the replies to your posts?

You can't cancel by email. Sky have no way of verifying the authenticity of an email. At best they'll call you.