Sky let someone I’m divorced from set up a new contract in my name, how is this secure?! What to do?

[TheGrumpuss]

Sky let someone I’m divorced from set up a new contract in my name, just because they guessed/worked out the password. No ID checks, no consent. How is this secure? How can we improve security for Broadband set up?

[TheGrumpuss]

I’m being chased for a large debt for a Sky service I never ordered, at a house I don’t live in. Sky say it’s valid because the person had got my password. Is this normal?

[TheGrumpuss]

I emailed Sky four times within the cooling-off period to cancel a fraudulent order (someone posing on my account to be me). They ignored every message and activated the service anyway. What’s the point of having a cancellation policy? Has anyone else experienced this?

[TheGrumpuss]

Sky claim a ‘household member’ can bind me to a new contract in my name, because they were "authorised". But their T&Cs don’t define what that means. How can they enforce a debt based on that? Does anyone know how Sky decides when a 3rd party is "authorised" to make changes on your account?

[PandJ2020]

Did the 3rd party know the telephone password?

[Mark39]

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@TheGrumpuss wrote:

I’m being chased for a large debt for a Sky service I never ordered, at a house I don’t live in. Sky say it’s valid because the person had got my password. Is this normal?

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If a third party has your password it's because you gave it to them, either knowingly or unwittingly. Sky views that as authorisation.

[JimM1]

@TheGrumpuss Your name, your password then go change all the details and lock it down!

[GD1]

@TheGrumpuss  You've raised 4 separate threads regarding this issue which is not needed, all posts have been merged to your original thread.

[Chrisee]

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@TheGrumpuss wrote:

I emailed Sky four times within the cooling-off period to cancel a fraudulent order (someone posing on my account to be me). They ignored every message and activated the service anyway. What’s the point of having a cancellation policy? Has anyone else experienced this?

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Sky do not use email for incoming customer correspondence you needed to have called or written. Where relationships breakdown any account in your name for services at the old joint home should have been cancelled where this is not done these issues can occur. Potentially you on the hook for any service or account in your or joint names until that process is complete as divorce proceedings are totally separate.

[TheGrumpuss]

it definately says you can email them to cancel in cooling off period in their email?

i.e.

Any notice you give us to end this contract where you have a right to do so (other than where you are exercising your right to cancel during your cooling-off period) must be given by phone (xxx). Notice given by this means will be processed immediately. You can also exercise your cooling off rights by writing to us Sky Subscribers Services Limited, PO Box 43, Livingston, West Lothian, EH54 7DD) or e-mail us via your online Sky account. If notice is given by these means we may need to verify account information before the notice is effective (and once verified the notice will be effective from the date of the original notice).

[caesarome]

@TheGrumpuss 

There is an online email form you can fill in here:

https://www.sky.com/help/articles/cancel-sky-tv

To locate is select  "No, I still need help" at the bottom of the page on the above link and scroll towards the bottom of the page.

[Mark39]

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@TheGrumpuss wrote:

it definately says you can email them to cancel in cooling off period in their email?

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You can. But Sky will still need to speak to you on the phone to verify your identity. They can't do that if you email them.