Many thanks for advice. They have had Sky TV for decades without broadband as they never understood computers. They had Sky Talk for many years probably as a response to a Sky phonecall from the past. At no stage was there a password on an account. Then in 2022 BT wrote to say as their line rental was with BT but talk plan was with Sky they had to choose one or other. I rang Sky for them and moved line rental to Sky Talk and set up a telephone password for them, then cancelled BT. Sometime later I had Sky Broadband added to their account and remember when asked about their password, as it was unknown, I was able to provide additional information about the Account Holder to bypass the password requirement. This didn't happen with Customer Services today - no password, no access to account, nothing they can do.
Unfortunately the Account Holder relative's dementia is such that he doesn't remember who his wife is so is incapable of answering any questions. Hi wife also has dementia and has no understanding of Sky.
On the second idea, they don't have an online account and never had had. They live in the old world of letters and writing cheques to pay for things. This is why they have always paid the Sky fee for Paper Statement Admin Fee.
