2 step verification not working

[Jak48]

Hubby hasn't been able to access his Sky Yahoo email for last 7 days as the 2 step 2 2 step verification code isn't working  as no codes were being received on his mobile phone.Tried phoning Sky, went through 3 call centres in Asia, 2 others location unknown, finally spoke to someone in Scotland? and was assured it would be sorted in 72 hours. Still waiting. Appalling customer service. We are in UK. Can someone please help as we are expecting important emails but cannot access his  email account

[Mark39]

If your husband kept a separate note of his Recovery Code as Sky recommended, he can use it to turn off 2 step verification. If not, I'd recommend he asks Sky specifically to turn it off on his behalf.

The 'it will be sorted in 72 hours' response seems a bit suspect to me, unless the adviser said what they were going to do exactly to fix it.

[Jak48]

Thanks so much. Unfortunately hubby didn't keep a note of the recovery code. The Sky adviser didn't elaborate on how it would be fixed in 72 hours but clearly it was never going to happen within that time frame anyway. 

[caesarome]

Sky does have a process in place whereby they can disable this but the issue is always trying to find someone who knows how to do it so if it is fixed in the 72 hour timescale then I will be pleasantly surprised so please do post back to tell us how you get on.

[Mark39]

I'm afraid it seems to be the classic fob-off when an adviser doesn't know what to do to fix something.....

[caesarome]

@Mark39 

Indeed and something we see reported on here more and more often of late.

[Jak48]

Update. Another lengthy phone call today  as unsurprisingly we haven't heard anything. We've now been told there is nothing they can do and are unable to turn off the 2 step verification, it's up to Yahoo to do it. You really couldn't make it up! Yahoo are just useless, the only option with them is a premium rate phone number. I really hope there are some Sky employees on here who might be able to offer a glimmer of hope as we don't know what to do now

[Mark39]

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@Jak48 wrote:

Update. Another lengthy phone call today  as unsurprisingly we haven't heard anything. We've now been told there is nothing they can do and are unable to turn off the 2 step verification, it's up to Yahoo to do it. 

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Complete tosh. That's typically what a Sky adviser says when they haven't got a clue. There is a second line group of experts who can turn off 2 step verification, but knowledge of their existence appears to be sporadic amongst the first line customer service advisers.

I'd suggest raising a formal complaint using the online form here or by writing (not by calling): https://www.sky.com/help/articles/how-to-make-a-complaint: 

There's no point talking to Yahoo, as they won't help with a Sky Yahoo Mail issue and I think they use a different 2 step login setup too. Useless advice.

[caesarome]

@Jak48 

Im not surprised one little bit that you were told that as I did day yesterday that finding someone that knows how to do this isn't an easy thing to do. It should be but to many advisers hear email and wrongly advise to go to Yahoo.

I agree with @Mark39 @on putting an complaint in and seeing it through is the way to go.