Parent account

[Pete03051]

I'm struggling to speak to sky re my mum's account

Due to illness she has no recollection of the password on her account so I'm trying to sort her account on her behalf, even after giving permission to do so no one will help me. 
She is being charged for a service that she doesn't have so I need to try to rectify this issue 

[Daniel0210]

@Pete03051 

Regulations mean Skybwill only speak with the account holder or their representative if they pass the security questions. If your Mum has forgotten it Sky can ask further questions to confirm her identity. You can then talk to Sky on her behalf and can do most things apart from cancelling any aspect of her subscription. 

[Highlinder]

@Pete03051Do you have Power of Attorney to deal with your mother's affairs?

[Pete03051]

Yes I do

[Daniel0210]

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@Pete03051 wrote:

Yes I do

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@Pete03051 

See this link if you have LPA

https://www.sky.com/help/articles/third-party-assistance

[Pete03051]

We spoke with them yesterday & she gave permission for me to deal with her account moving forward however we set a password but was told today it was in correct. The problem is due to work & distance it's difficult to be able to get together to sort

[Wendy46]

I can't get in to my mums account 

[Chrisee]

@Pete03051 this comes up quite frequently this page outlines what Sky can accept https://www.sky.com/help/articles/third-party-assistance before they can agree to deal with anyone other than the account holder. They are not being difficult it is a legal requirement.

The easiest thing is to be with your mum when you call as they need the assurance she wants your help although not having the password is a pain it can be got round by asking suplementsry security questions like detials of the bank account that  makes the payments etc.