2 Step Verification Nightamre

[Rob+Banks]

So Sky has recently made 2 step verification mandatory for all email accounts, which I find incredibly frustrating, especially as they didn't inform anyone this would be happening and now I can no longer access my emails through Yahoo or sky.com. I'm probably one of a few people who doesn't have a mobile phone and so I have no option to receive a verification code. I do have a recovery email which a code can be sent too, but once I enter that code it just takes me back to the mobile phone verification screen again.

I did speak to sky's technical team today and they quite rudely said to me that the UK government has made it law and that all email services must now have 2 step verification set up as standard and they then said they would not discuss anything further with me and were just extremely unhelpful, which is just typical of my experience when dealing with sky customer service these days. 

I did check the UK governments' position on 2 step verification and it is only highly recommended and not an actual law, so basically what I was told the technical advisor is wrong. 

It feels like sky are just making it so difficult to use any of their services these days - the AI assist when you phone up and try to speak to someone is just ridiculous and they seem to have no interest in providing customer satisfaction, but maybe that's just how all big corporations are increasingly becoming. 

I feel for anyone else who  finds the situation frustrating and surely it should up to customers as individuals whether or not they choose to use 2 step verification.

[Mark39]

@Rob+Banks several others have reported here that they have the same issue - either no mobile, or a non-UK/ROI mobile. I'm sorry you were given the brush-off by Sky Customer Services. Since this was made mandatory for a second time, 10 days or so ago, their advisers have been made aware of this issue and should be able to help you, albeit it may take a few days. I can only suggest you call again. 

[Rob+Banks]

Thanks for your reply Mark. The technical support advisor at sky was very aggressive with me to be honest and it doesn't give me much hope if I do try and call again. It's difficult enough actually speak to someone at sky and the only way it seems possible is if you say you want to cancel your services and then that seems to scare the system enough into putting you through to a real person. 

I might try again. I just wish sky was more approachable to contact instead of the current state of things. 

[Mark39]

@Rob+Banks as an alternative, perhaps, you could raise a complaint. Use the Web form option here: https://www.sky.com/help/articles/how-to-make-a-complaint

[Handsome1]

Hi Rob, I'm in the same boat. I have no need for a mobile due to my agoraphobia and virtually housebound. This has had the knock on effect of not getting into my benefits account as they send a verification code to my email. 

I phoned Sky twice and got cut off when they tried to transfer me to the Accessibility Team. The Accessibility Team is inaccessible !!

I tried a third time and the tech team member went away for 15 mins spoke to about 5 different people, came back and told me the Accessiblity Team are inudated with people like me who Sky have let down. They've had hundreds. The good news is Sky can fix it. The guy I spoke to said he would fill in a form to pass to the Accessibilty Team and they will take off the 2 step verification in about 5 working days.He asked me for a unusual 4 digit number he needed to put  on the form, I won't say what it was for security purposes but you'll need to be calling Sky from home to have it available.

So if you can find the guy in the tech team who is prepared to put his head in the lions' den, (let the reader understand), you'll get a form filled in.

 I'm in the waiting period now and crossing my fingers. Hope this helps.

[Rob+Banks]

Thanks for your reply. I'm glad you've actually got somewhere with sky. All their customer service representatives should be trained to the same level and not feel like as a customer when you phone to speak to someone you're unsure of what response you will get depending on the individual on the other end of the line. Everytime I call now for anything I just say I want to cancel all my services and then at least I'm put through to someone who I can speak to in clear and plain English and who also actually wants to help me. 

I knew there would be a way for sky to disable 2  step verification on individual accounts, but I guess that's probably too much work and effort for them and they are probably hoping most people will just accept things as they and not be bothered by the impact of this change. 

I've actually put in an official complaint now with sky, so I'm just waiting for their response.