My bill

[Murphy75]

I had a phone call last week saying my bill was being wiped due to being with you guys for so long . So why does it say no payed please.

[caesarome · Accepted solution]

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@Murphy75 wrote:
I had a phone call last week saying my bill was being wiped due to being with you guys for so long . So why does it say no payed please.

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Are you sure this call was actually from Sky as this is not the sort of calls that Sky would usually make so what did they ask you to give them, any account login details. If the call was from Sky then they would have asked you for your telephone password so did they ask for this ?

[Murphy75]

Yes asked for my personal details like password etc.  Address.  Normal. 

[caesarome]

It should have been a telephone password that they asked for so was it this you gave them and not any online one ?

[Murphy75]

I can't do that as can't remember his name sorry .

[PandJ2020]

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

your bill being 'wiped' could be more of being swiped...

[Daniel0210]

@Murphy75 

As others have indicated I fear the call was the start of a scam.

They try to obtain sufficient information to be able to order expensive mobile devices under your name which Sky innocently deliver to you.

The scammers would then recontact you (again claiming to be Sky) saying they have made a mistake and for you to send it to a (non Sky) address. If you did that they then have the device and you have the bill.

They are very cunning. They may send packaging to post the item (to them) or might even send a 'courier' to collect it.

With any calls from 'Sky' (especially unexpected calls) if the caller asks for your previously agreed telephone password to confirm you're the account holder (which I would expect a genuine Sky agent to do) initially give an INCORRECT one on purpose. If the caller doesn't challenge it then you know it'll be a scam call.

[Murphy75]

It wasn't a scam as they asked me all my I'd  question properly said because been with you over 6 years . That's why my bill was being wiped last month 

[MightyQuinn]

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@Murphy75 wrote:

been with you over 6 years .

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Hi @Murphy75   Sorry, not us, we are all just customers like you. Have a look at your future bills Your Sky Bills | Sky.com. If they don't show what was promised, then there is a good chance that you may have been a victim of scamming. Account Takeover

[PandJ2020]

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@Murphy75 wrote:

It wasn't a scam as they asked me all my I'd  question properly said because been with you over 6 years . That's why my bill was being wiped last month 

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Alas, it's still highly likely your account was compromised and it was scammers calling you.

I would change your account password as a matter of precaution.

Sky do not just 'wipe bills' - other than in a few edge cases where there's an outstanding debt to recommence services.

Look out for any devices arriving that you did not order...

If it really was Sky calling you to give you money then you appear to be very lucky indeed.

[Murphy75]

Why would sky ask for all protection then . 

[MarkGoldsmith]

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@Murphy75 wrote:

Why would sky ask for all protection then . 

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The protection is that they ask for the "telephone" password which is different from your account password. This is so both the customer and Sky know they are talking to the account owner and an actual Sky employee ( or at least a person who knows the telephone password) during a phone call.

Typically any other pieces of personal information should only be asked for if you gave an incorrect telephone password or you didn't know it ( as a way of Sky being able to verify your identity).

This is why its always recommended if receiving a phone call from "Sky" out of the blue to always give an incorrect telephone password first, as if they are truely from Sky they will know its the wrong password and with that reassurance you can then give them the correct telephone password.

[PandJ2020]

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@Murphy75 wrote:

Why would sky ask for all protection then . 

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It depends on what they ask for...

I've literally just had scammers call, offering me an unbelievable discount.  At that point they start fishing for details, after spelling out my email address (if it was Sky then they would already have it) as, s-c-a-m-m-e-r, they strangely hung up 😂

As I said, if was genuinely Sky and you do have a 'wiped' bill then fantastic.  But it seems unlikely to us...