Unable to change email address

[23lichfield]

Hi. My account was hacked a few months ago.  after gaining access to my account again, I've just noticed my sky id email address was changed by the hackers but hasn't been restored to my original email. When I try to do so myself, it says unable to make the change.

[caesarome]

Is it the household account email address you are changing to change as seen here:

https://www.sky.com/mydetails/account-info

[23lichfield]

Hi no email addresses are showing on the link you provided. The address that needs changing shows on the below 

https://www.sky.com/mydetails/sky-id

[caesarome]

Does this link work for you:

https://www.sky.com/mydetails/sky-id/change-email-address

[23lichfield]

Yes but I get this message after entering security codes

"Your email address cannot be updated. Please try again later"

[caesarome]

You might need to contact the Sky ID team but in the first instance to see if they can help you with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will have 48 hours to respond or it will be automatically closed.

This isn't a live chat so replies are not instant.

[Addie15]

Hi there! Thank you for escalating this. On this occasion it would be best to call in as we can only change the contact email address, not the one linked to the ID, that has to be done, and can be done only by the ID team. 

Thanks.

[caesarome]

In that case @23lichfield you will need to call in as the ID team will need to do this for you.