Sky Customer Services - Data Protection

[Warnes28]

I have just called Sky on the 0333 number as shown on the website.

All went well until they asked me for my account password IN FULL. When I refused they said that the call cannot be continued as they need the password to access my account. I cannot believe this because every other call centre normally ask for characters from it such as "What is the third and sixth character?"

As far as I know the number on the website could have been spoofed because I was talking to someone based in India or the far east.

If I was to give them my full password and account login details then they can access my account information in full which I am not prepared to do.

Come on Sky you are better than that and does anyone have the direct number to the cancellations department which is based in the UK?

[GD1]

@Warnes28  Sky do need your account pasword (telephone password which is not the same as your account login), if you don't provide they won't deal with you.

Or would you prefer they let any Tom,  Richard & Harry access your account?  There is no "Direct" number for a UK adviser/team to cancel, even if you wish to cancel you STILL need to provide the password/security to access your account, if you refuse then you cannot cancel.

You will need to call Sky or use the following link https://www.sky.com/help/articles/cancel-sky-tv#contact-leave

On the link provided (In the UK) it should include a Message Us option between 0900-1930.

You can also call on 150 from a Sky Mobile or Sky Talk line

If you haven't got a current Sky Mobile or Sky Talk this link should help:
(UK) https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Stay on the line and don’t hang up if prompted to. Apparently the quieter times to ring are just after 7am or about 9pm.


If you don't see the Contact options on the link above make sure java script is enabled on your browser.

[caesarome]

The password they are asking you for is not your online one but a seperate telephone password that you will have set up on your account. If you do not know what it is then tell them so as they should be able to ask you other questions so they can identify that you are the account holder.

[Warnes28]

Many thanks for some of your responses.

All I have is a Sky TV Contract and therefore there I have no telephone password and never have had one. The only password I have is to access my Sky TV account and email hence why I refuse to give it IN FULL over the phone.

[martswain]

As above, they are NOT asking for you account password !

If you want phone support you'll have to call back and set up a new telephone password.

[caesarome]

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@Warnes28 wrote:

The only password I have is to access my Sky TV account and email hence why I refuse to give it IN FULL over the phone.

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As stated above that is not the password they require so if you do speak to them again you need to follow what I posted above and inform them you do not know it.

[Warnes28]

OK, I now understand but the person in the call centre certainly did ask me for my account password and not my telephone one, hence the refusal and confusion.

I shall give it another go and see what happens.

[Mark39]

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@Warnes28 wrote:

All I have is a Sky TV Contract and therefore there I have no telephone password and never have had one.

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I don't think Sky would ask for your telephone password if you hadn't previously set one up. Pragmatically,  I'd suggest calling back and telling Sky you can't remember your telephone password and want to set up a new one (even if you're confident you've never had one) 

[robin-tomkins]

Just picked up on this discussion while searching to cancel my accout today. I actually got asked my password when speaking to discuss this, as many users on here mention, it is not always one I can remember, so I gave it my best shot and the adviser told me which characters I got wrong and which ones I shold have used for the correct password! How helpful was that, I wish all my service providers would tell me my passwod if i forget it over the phone!!.... Im sure theres some form of data protection breach gone on there!.

[MarkGoldsmith]

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@robin-tomkins wrote:

Just picked up on this discussion while searching to cancel my accout today. I actually got asked my password when speaking to discuss this, as many users on here mention, it is not always one I can remember, so I gave it my best shot and the adviser told me which characters I got wrong and which ones I shold have used for the correct password! How helpful was that, I wish all my service providers would tell me my passwod if i forget it over the phone!!.... Im sure theres some form of data protection breach gone on there!.

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Yeah i'm not sure they really should be doing that. I can never remember my password so they just use alternatve information to verify i am who i claim to be.