Verbal password on phone

[Hurzer]

Hi, 10 years ago when my partner and i set up the account, we must have chosen a verbal password for use when phoning Sky. I can't remember what it is, and so i can't get the service i need when on the phone. 

How can i get round this? My broadband is useless and i really need to speak to someone!

Cheers.

[GD1]

@Hurzer  If you can't remember the password Sky should be able to use other pieces of info to identify you

[Hurzer]

Agreed, but my last attempt was met with a stony silence followed by "can't help you". Oh well.

[Lisa-P1987]

Only the account holder can be asked the additional security questions. 

So if you are not the account holder, there is nothing we can do due to data protection rules. 

[Hurzer]

Thanks. But the account holder doesnt know the password either.

[GD1]

@Hurzer  But they should be able to answer the other questions they will be asked?

[Lisa-P1987 · Accepted solution]

There are other questions we ask the account holder. So if when you call, you are not with the account holder, the agent cannot ask your those additional questions. 

[Hurzer]

The problem here is that i have parted with the account holder and i have no idea how to get in touch. My name is all over everything else and i have paid the bill for 10 years. Is there anything else i can do?

Thanks for answering, btw!

[SKY1992bf]

@Hurzer there's nothing that can be done here without the account holder calling 

[Mark39]

@Hurzer I would strongly recommend that you arrange with the accountholder for them to cancel, so that you can sign up with Sky in your own right as a new customer.

There have been numerous posts from other customers in your position further down the line having difficult problems managing a Sky account that isn't theirs.

[Hurzer]

Thanks Mark, I've been thinking along the same lines. However, that brings up a new point...i had bad credit in the past, do Sky run a credit check? because if they do, I'm snookered! Surely they can see that I've paid regularly for 10 years?

Thanks for taking the time, by the way!

[Mark39]

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@Hurzer wrote:

...i had bad credit in the past, do Sky run a credit check? because if they do, I'm snookered! Surely they can see that I've paid regularly for 10 years

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I don't think there's a credit check for Sky Q. You pay subscriptions in advance, so no element of 'lending' involved that would require one. There might be an identity check via the electoral roll.

[Hurzer]

Ah of course! I've been a subscriber so long that I'd forgotten about paying in advance! Thanks, Mark.