Inability to access account over the phone.

[Uppercasen]

Hi. 

In the last two hours I have changed the account password for my mothers account, with the aim being to contact sky in order to make changes to her sky  package of her behalf (she is currently too sick in hospital to make such changes herself) . However, after several attempts at this I am presented with the same issue,  the password I am now providing them is not correct, which of course is not the case. How can I  resolve this disparity ? Or is it simple  a temporaral administrative error. 

thanks. 

[Mark39]

You can't change your mother's (or your own) telephone password online. Sky don't use your account password as a means of verifying your identity.

[Daniel0210]

@Uppercasen 

Even if you change the telephone password you won't be able to cancel any part of her account. Only the account holder can do that.

Have you got a Lasting Power of Attorney? Also see this link 
https://www.sky.com/help/articles/third-party-assistance

[Uppercasen]

Hey.

thanks for the information. Just to verify I understand you currently, the password you use to log in online etc is different than the one they require over the phone to make changes to tv package. if this is indeed the case then  leaves me in a situation as she's not currently in a well enough state to relay such information. 

thanks so much for your support 

[caesarome]

@Uppercasen 

That is correct, your telephone password will be different to the online one,

[SKY1992bf]

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@Uppercasen wrote:

Hey.

thanks for the information. Just to verify I understand you currently, the password you use to log in online etc is different than the one they require over the phone to make changes to tv package. if this is indeed the case then  leaves me in a situation as she's not currently in a well enough state to relay such information. 

thanks so much for your support 

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@Uppercasen  yes that's correct 

[Uppercasen]

Hey. Thanks everyone for informative and speedy replies much appreciated.