Fraudulent order

[Sharon+morrissey]

We've had several iphone orders occur on the account. We believe the account is now locked, but we keep receiving fraudulent calls so were unsure if we have actually spoken to sky's fraud team or the scammers. I called the number on skys website and they said they were unable to access the account, likely due to it undergoing fraud checks. 

[PandJ2020]

Read this: https://www.sky.com/help/articles/account-takeover

Particularly about the return address for any devices.  The scammers will be attempting to 'pick up' the devices once they arrive - which could even be your usual postie via Royal Mail.  If you return any devices to the scammers then you may end up paying for them.

Indeed, only call the official numbers on Sky's website - be very wary of ANY incoming call.

[caesarome]

@Sharon+morrissey 

This explains what has happened and what to do as someone might have gained access to your account:

https://www.sky.com/help/articles/account-takeover

If you receive an unexpected parcel from Sky get in touch with our customer services team immediately. We can give advice on what to do. Don’t send the parcel anywhere except our returns address.

We’ll give you pre-paid returns packaging to send the parcel back to us.

If you haven't yet then make sure you change your password and perhaps set up 2 step authentication on it so each time you login a text message with a code is sent to your mobile of which you then need to enter on the site to continue logging in.