Security Password

[Horsey+Di]

I phoned Sky this morning to downgrade my package slightly. 

They asked me for my Security Password, which apparently is different to the online password, but I couldn't remember it. We managed to do what I wanted. They said I could look up my Security Password online but all I can see is my online password to edit _ any ideas? So I dont have to go through this rigmarole again! Many thanks

[caesarome]

It isn't possible to look up the telephone password online so the adviser is wrong with this. If you don't know or can't remember it then they can identify you by asking you other questions which I presume is what they did. 

[Daniel0210]

@Horsey+Di 

I'm not aware that your security password to be used in telephone conversations is visible anywhere. They can verify your identity by other means and then you can set up a fresh telephone password afaik. 

[SKY1992bf]

@Horsey+Di  As per @caesarome all you need to do is phone again and once you have passed security one more time you can then reset the telephone access password 

[Anonymous]

You cannot check your telephone verbal password online. The agent should have changed you're password for you after asking additional security questions. The agent can also set up your mothers maiden name as a security question but only account holders can access the account with a mothers maiden name. People who call up on the account holders behalf can only access the account with a password and they are fairly restricted on actions they can take on the acc as a password holder. 🙂

[Horsey+Di]

Thank you every one

[walsh1983]

I spoke to Sky today to try and downgrade my account and apparently, I failed all my security questions. I had my account details to hand and asked if they could confirm my identity by other means and were extremely unhelpful and told me that because I had failed 3 of the security questions, they were obliged to hang up...which they did. I was informed that I would need to call back and go through the process again to pass security, but I would not be able to offer any answers different from the those I provided and not help offered to help me rest my information despite asking numerous times.
I read out all of my security questions which I have saved online, and this was even wrong.
I have been with Sky for 15 years and the customer service provided in this department is absolutely disgraceful and quite fed up with the lack of support provided.
If anyone has any advice to speak to someone that is actually more understanding and helpful, then advise would be most welcome.

[Mark39]

@walsh1983 I'm not sure what you expect Sky to do. For your own protection it's sensible for them to hang up after 3 unsuccessful attempts to pass security - from their perspective you could be anyone trying their luck.

Similarly they can't change the security questions you've previously set up without first verifying that it's you calling. Otherwise anyone could call and change your security questions and then use them to gain access to your account.

Security can seem to be a pain sometimes but it's there solely for your protection.