Sky definitely don’t help the aged

[Lindajn]

My mother is 86 years old and her internet isn't working. I've tried to phone sky but because I don't know her password (I've given them everything else!) they won't speak to me. My mum now won't be able to get her online shopping or prescriptions etc. I live 150 miles away..... this is ridiculous! Her hub is about 10 years old and it's probably that. I've tried to test the line from my end and it just says there's a problem! Yes I think it's called sky!

[Chrisee]

@Lindajn this isn't Sky being difficult it is down to the law which prevents them acccessing your mother's account details without her permission.if a third party has the phone password then thst can be presumed. Otherwise she needs to authorise you first.

Is there not a local neighbour who can pop in and help her call Sky? 

There are formal ways round this if you hold a power of attorney or simlar for her Sky will accept that see https://www.sky.com/help/articles/third-party-assistance