2-step verification seems to be active but we cannot change the phone number

[Hugh+Cosgrove]

With Sky Yahoo Mail we get prompted for a 6 digit code to mobile phone - i.e. appears to have 2-factor authentication set . Now we want to change this phone number but Sky Yahoo Security settings do not seem to have 2-factor authentication as an option (it seems to be a link that does not work) and so there is no place to change this phone number

Could this phone number be a historic setting? Anyone with ideas how we can change this phone number?

[Mark39]

When you set up 2 factor authentication (2FA), you're asked for the mobile number you want the verification code to go to. There's no facility for changing it. What you could do, however, is cancel 2FA by using your Recovery Code, then set it up again quoting the mobile number you want to use.

[jayach]

Unfortunaly, as you have found, there is no way to admisister the 2FA on Sky.

It would not be on, unless you took the option to allow it, 

and it would have shown a recovery code which you have to tick to say you have recorded it (they will have sent an email too) 

Without that recovery code there is no way to turn it off, and then setup using a different phone number.

[jayach]

If you no longer have access to your mobile number, and don't have the recovery code, this is what you get. 

So you are basically screwed, terrible system.

[inishmor]

I want to change my mobile number

[Mark39]

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@inishmor wrote:

I want to change my mobile number

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Use your Recovery Code to turn off 2 step verification (2FA), then set it up again using the new number. To turn off 2FA, select the 'can't use code' link at the login screen and you'll be asked for the Recovery Code.

https://www.sky.com/help/home/sky-yahoo-mail/two-step-verif/articles/two-step-verification

[Redjc24]

What do you do if you don't have the recovery code and can't access emails to get it?

I don't ever remember setting up 2 step verification so have no idea about a recovery code. It would have been years ago.  My account was hacked some time ago so I am guessing whoever did that may have put in their number in 2 step verification but don't know for sure.

Anyway, it is definitely not my number on 2 step verification, despite having my correct mobile number linked to my Sky account. Basically it means I can't access emails and have no idea what to do

[Mark39]

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@Redjc24 wrote:

 My account was hacked some time ago so I am guessing whoever did that may have put in their number in 2 step verification but don't know for sure.

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2 step verification is relatively recent - within the last 12 months or so, so it's not something you would have set up years ago. I suspect you're right in that someone who gained unauthorised access to your account has set it up with their mobile number to prevent you regaining control of your account.

All you can do, I'm afraid,  is contact Sky. They do have a specialist team who can fix it for you, but knowledge of their existence within the advisers who take calls seems a bit patchy, so it might require some perseverance on your part.

[caesarome]

@Redjc24 

I would think it is unlikely your account has been hacked as it is more likely they have gained access after someone provided the login details via the fake "update your email account" emails they are going around.

[Scottgreilly]

I'm in the same position. Ive changed mobile number. Cant access emails on PC.

I've been in touch with the Sky help number. 1st contact they were rude and pretended not to hear me. 2nd contact they said it was all done and wait 28 day. Well 28 days has passed and they never resolved.

I'm now in a chat talk and they cant find my account, we'll another dodge.

All other services (not sky), i can just call up and give them my new number. 

Come on sky, give your customers a simple mobile number 2 step resolve!!!!

Oh and please monitor these call centres they're not representing you well.. 

[Mark39]

@Scottgreilly if you've kept a separate note of your Recovery Code as Sky recommended, you can use it to turn off 2 step verification. then set it up again with your new mobile number.