Sky blocking connection to my email server

[TimmyBGood]

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@UserDav wrote:

Would someone from the Customer Priority Team please contact me as soon as possible. 

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No, they won't do that.

You'll need to contact frontline Sky support in the usual way and log an issue with them.

[UserDav]

Thanks. I have tried that twice previously over the last couple of months, but will now have to give it another go. On these occasions, Sky replaced the router and we were advised to try switching off Broadband Shield, neither of which has helped. The added difficulties are that it is an intermittent problem, and also does not occur when I'm using my daughter's Sky broadband. Anyway, I will now refer the support team to this thread, and hope someone can retrieve the solution found for @Nadine1406

[8ballwhite]

Hi

I am now getting this same issue.  Sky can you please sort this out or i will need to change providers. Does anyone know any solutions? @Sky2 

[UserDav]

My sympathies to @8ballwhite: not only is this problem frustrating but so is trying to get the right advisor within Sky (usually very helpful, which is why I haven't left ..... yet).  I had an engineer visit on Monday, despite having explained that on past experience they wouldn't be able to help and we needed a specialist: I was told the issue couldn't be escalated until we had received an engineer visit.  After an unnecessary hour and a half explaining, demonstrating and discussing the same things yet again (including why it wasn't my email provider's problem), unsurprisingly this engineer came to the same conclusion.  He told me that I need the "Networking Team" and put it in his notes so that the Helpdesk can see this. Frustratingly, he cannot make a directreferral to them and I now have to go through the call system yet again. I haven't had the time (or patience) since Monday but am aiming to call by the end of the week.  If we find the solution, I will post - it seems "Data Protection" means that nobody in Sky can hunt out what was done to help  @Nadine1406.

[Sky2]

Hi  @8ballwhite 

Last time I head about this happening was back in 2012, when they were playing around with signing in.

All year there appears to be ongoing promblems with emails, when I had a Sky email I used it via Outlook and signing adding that account in, its a long time ago but it might still work.

From what I am reading online it sounds like the same problem they had then, sorry can't be any help on this as it is a Sky issue.

[UserDav]

Hi @8ballwhite and @Sky. 

Just to let you know that I have just spoken to Sky and they have emailed someone from the Networking Team (or "knock" as they seem to be known internally) to call me back - apparently they "don't accept calls"! This should happen within 72 hours.

And in the few days, my emails have worked/not worked about 3 times.  They are currently not working again.

You couldn't make it up.

[Sky2]

Sorry @8ballwhite @UserDav @Nadine1406 

All I can do is 😊

you cannot make this up and I've just been shopping and someone tried to sell me a Sky Glass 🤣🤣🤣🤣😊🤣

[SJFR80]

I'm having exactly the same problem! I rang sky 2 weeks ago to report it and they said their internet was working fine but referred it on to their network team. The next day the issue was resolved and sky text me to confirm it was working again. Over the Easter weekend the same issue happened all over again! I'm fed up with phoning sky to try and resolve it when it's never permanently fixed! My emails download (using IMAP)  fine on Virgin, BT, my mobile data and when I teather through my mobile phone (which is also sky), the issue only happens when I'm connected to my sky broadband at home. I have tried it at friends family on other networks and don't get the same issue, it is definitely a sky issue. I wish they would resolve it permanently as looking at this thread it is an ongoing issue. If they don't fix it soon, I will have to look at changing providers.

[SJFR80]

The issue was apparently fixed on 14/4/23, however after only 4 days it's stopped working again! 🤦‍♀️ 

[Sky2]

@SJFR80  Sorry to hear that you are having more difficulties. Might I suggest the following,

1. when you get through, ask for a partial refund because they fail to provide a service.

2. I actually use Outlook for my email accounts, so it might be an idea.

[SJFR80]

I already use outlook for my emails, it's setup using IMAP within outlook, but thanks for the info

[UserDav]

@SJFR80 I don't have anything to say other than that I feel your pain. I'm at my wits end but am also very concerned about jumping out of the frying pan into the fire. In one of my many excursions around the web, I seem to recall BT broadband users reporting something similar. Needless to say, the Sky network team have not spoken to me or come up with anything via one of the usual technical reps. I have now had so many different stories about whether there even is a network team, who they are and what they do, that I have lost all remaining faith. The last time I spoke to an advisor, they promised a call back at a specific time a couple of days later; all I had was a text saying there was no update. As for the suggestion from @Sky2  about Outlook, unfortunately, I don't think it's that simple. I don't know about you but I don't have a Sky email account; mine is run by a local provider and I have used it for 20 years now. I have email via Outlook on my laptop and also via the email apps on my iPhone and iPad. All suffer the same problems and (here is the thing!) work absolutely fine on my daughter's Sky setup even when they are not working on mine. I can only surmise it has to be something to do with how IP addresses are assigned. However, turning the router off and on again only helps sometimes: it doesn't always resolve the problem. Crucially, I think, we need Sky to recognise this is not just an individual problem: I always get "never heard of this before", despite referring to this forum. Do post any updates if you have news: the best we can do is share. I will also have to give Sky another call but it takes so long getting through the maddening option process ... 😫

[Sky2]

@UserDav    I've been digging into this, Sky says, on the question of problems accessing your account. Makes out people are using outdated software. I found this from last year and further back.  

‎07 Jun 2022 08:07 PM

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

@R+Tye 

It should work on Gmail (I assume you mean the Gmail app on iOS or Android)

You have to select the account as "other" and use the generated password.

If you have more than one Sky account, it's possible you are generating it for the wrong account.

Log in here:https://www.sky.com/myaccount/my-details, scroll down to Sky Yahoo Mail access and use the link there to generate the password.

Then, if possible, use the copy password link and paste it into Gmail.

Good luck.

Ok, I dare say you only have one account but it may be worth a try. This appears to have worked for them, fingers crossed. 

Oh! and If you are getting  Error massage 289, it could be an Edge problem with cookies.

[Sky2]

@UserDav  Hi I failed to spot you using  Apple. Looking back historically there seems to be a problem with Apple recognizing Sky IP addresses. There is too much to put here, but a few SuperUsers have put a fix in the forum, which people seem to be happy with.   

[UserDav]

@Sky2   thanks for your support. I too initially thought it was an Apple problem but (1) the same thing happens on my Toshiba laptop with Windows/Microsoft Office, (2) web connection is never a problem - Safari, Internet Explorer or Microsoft Edge, and (3) email consistently works fine if I take any of this hardware and connect to my daughter's Sky, 15 miles away. 

I have told the Sky tech team all of this many times. They have also tried suggesting the problem is that my equipment/software is old (which all of the above tend to disprove) or even that I delete and reload everything (too risky, too costly to have an expert do it and I can't see why it would work).  In short, I think they are stumped. Part of the mystery is, of course, that the problem is intermittent .... although emails are more off than on at the moment.

@SJFR80 Do you have any similar experience?