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Discussion topic: Why Sky customer care asks password everytime

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This message was authored by raghav87 This message was authored by: raghav87

Why Sky customer care asks password everytime

Whenever we call Sky customer support, they ask our Sky password on the call - isn't it weird that we tell them the password in plain, on the call - to a person (not even to a machine).

Can someone from Sky respond on this?

I don't feel safe when I need to tell them the password - as they ask for our account number, address, password, phone - all possibe details - isn't it scary?


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This message was authored by Daniel0210 This message was authored by: Daniel0210 Answer

Re: Why Sky customer care asks password everytime

Posted by a Superuser, not a Sky employee. Find out more

@raghav87 

The password they ask for is the telephone password you have agreed to provide for contact with Sky. This is required to verify your identity as account holder and applies to everyone each time you call. 


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM

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This message was authored by Daniel0210 This message was authored by: Daniel0210 Answer

Re: Why Sky customer care asks password everytime

Posted by a Superuser, not a Sky employee. Find out more

@raghav87 

The password they ask for is the telephone password you have agreed to provide for contact with Sky. This is required to verify your identity as account holder and applies to everyone each time you call. 


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by PandJ2020 This message was authored by: PandJ2020

Re: Why Sky customer care asks password everytime

Posted by a Superuser, not a Sky employee. Find out more

It's a telephone password only - not the password on your online account.

I am just another Sky customer and my views are my own
This message was authored by Mark39 This message was authored by: Mark39

Re: Why Sky customer care asks password everytime

Posted by a Superuser, not a Sky employee. Find out more

It's specifically a telephone password Sky are asking you for, not your account password or any other. If they're then asking for additional personal information it sounds like you don't have a telephone password set up.

 

Give them a call when it's convenient to set up a telephone password, but don't give them any other password.

This message was authored by Lisa-P1987 This message was authored by: Lisa-P1987

Re: Why Sky customer care asks password everytime

Posted by a Sky employee

Hi there. The password, as mentioned above, is only a telephone password. 

If you are not comfortable using this as your security, then next time you call, just say you don't know it. 

We will move on to other security information such as mothers maien name or your billing info. 

 

Your account number and address information is not security info. This is why we ask for additional information to make sure we are speaking to the account holder or an authorised person. 

Thanks

Lisa - Sky Tech Team Expert
This message was authored by Anonymous This message was authored by: Anonymous

Re: Why Sky customer care asks password everytime

Hi @Lisa-P1987 ,

I spoke to someone from SKY on the phone and they said they can only take the password. I asked if I could verify any other information as this password was set up Years ago and she said no. Could you assist me with this please? 

This message was authored by Flloydrick This message was authored by: Flloydrick

Re: Why Sky customer care asks password everytime

I can understand when you ring them  - but when they ring you, supposedly to review your package, and ask for a password and then for your mothers maiden name why would you give it to them?

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Why Sky customer care asks password everytime

Posted by a Superuser, not a Sky employee. Find out more

@Flloydrick 

I can see your point when it's an incoming call but Sky (if it is indeed Sky) will still need to verify they are talking to the account holder. 


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by daveNOS This message was authored by: daveNOS

Re: Why Sky customer care asks password everytime

Posted by a Superuser, not a Sky employee. Find out more

@Flloydrick wrote:

I can understand when you ring them  - but when they ring you, supposedly to review your package, and ask for a password and then for your mothers maiden name why would you give it to them?


@Flloydrick They ask that because anyone could have answered the phone.

-------- Please note i am not a Sky employee ----------
This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Why Sky customer care asks password everytime

Posted by a Superuser, not a Sky employee. Find out more

@Flloydrick wrote:

 

 but when they ring you, supposedly to review your package


Mostly to try and sell Sky Protect Device Insurance ; (

* * * * * * *

Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
This message was authored by oj01 This message was authored by: oj01

Re: Why Sky customer care asks password everytime

Posted by a Superuser, not a Sky employee. Find out more

A tip I read a while ago regarding this. 

 

If a company rings you and requires a password or security answers (and I fully understand why they legitimately might), you should give incorrect answers. If the call is genuine, they will tell you that it's wrong and you can then give the correct answer. A scam caller wouldn't know that you'd given the wrong answer. 


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Sky Signature, Sky Sports, Sky HD, Sky Mobile
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This message was authored by MarkGoldsmith This message was authored by: MarkGoldsmith

Re: Why Sky customer care asks password everytime

Posted by a Superuser, not a Sky employee. Find out more

@oj01 wrote:

A tip I read a while ago regarding this. 

 

If a company rings you and requires a password or security answers (and I fully understand why they legitimately might), you should give incorrect answers. If the call is genuine, they will tell you that it's wrong and you can then give the correct answer. A scam caller wouldn't know that you'd given the wrong answer. 


Thata great advice



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