2FA and hacked account

[LDee77]

Last Thursday 11th December, someone contacted sky by phone and was able to change my two factor authentication meaning that security codes went to a different number.

Luckily the email address hadn’t changed and I received the notifications to advise that my details had been changed. When I contacted sky, they helped me to log onto my account and change my password. This is fine but the 2FA phone number is not my number.  Sky assured me that they would remove the 2FA within 24-48 hours but this number ending in 379 is still receiving codes anytime I access the account to change the 2FA or to log into my Yahoo email.

I also cannot access my yahoo. mail because of this as it sends the log in code to the other number. Sky told me to contact Yahoo but Yahoo have advised that Sky uses the Yahoo mail platform but the back end network is still run and operated by Sky.

This is very distressing. I cannot understand why Sky can’t simply remove the 2FA. My phone number is there on my account.

So far, this has taken me hours to try and get sorted out and as of today Monday 15th December is still not resolved. It is 13.40 here in the UK and I have been trying to get this resolved since 11.00am .This is not including the time I spent dealing with this last week.

[caesarome]

Sky have wrongly advised you to go to Yahoo as they can not help with a Sky email address.

When you set up 2FA you were asked to save the recovery code somif you have this then use this to login as it will turn off 2FA allowing you to set it up again with the correct number.

Im not sure how they managed to change this on the first place because before talking to Sky they would have asked for a telephone password which a hacker is unlikely to know what it is.

[Mark39]

@LDee77 firstly, don't waste any more time contacting Yahoo. They won't help with a Sky Yahoo Mail account. From numerous past posts, it appears that it's a bit of a lottery as to whether you're connected to a Sky adviser who knows about Sky Yahoo Mail. It's those who don't that say you need to contact Yahoo.

Sky can remove 2 step login from your account, but it will take a few days (when 2 step login was first introduced it took around 3 weeks), so hopefully it will be resolved shortly. You can then set up 2 step login again with the correct mobile number, if you wish.

[LDee77]

@Mark39 Thanks for your response. I did reach out to someone on the chat. I went through the whole story only for her to tell me that she was from the Sky mobile department so couldnt help but she gave me the contact details of the technical team and i spoke to a very helpful chap who tried to change the number of the 2FA. The system didnt do it so he referred it to the back end team who have implemented the change. He advised that it would take another 48-72 hours and that he would keep an eye on it, so fingers crossed!

Once I have access to my Yahoo account, i will be moving all my emails away from them because if Sky can't secure my account then I don't want any emails connected to it. It will also be helpful if I want to leave Sky.

[LDee77]

@caesarome Yes they did advise me incorrectly. I have really been around the houses with this. I don't remember the recovery code. I have had the Sky account for some time now.

I am baffled as to how they managed to access my account also and the fact that they called to do it as well is very strange...I

[caesarome]

It isn't a case of not having to remember it as it did clearly  advise you to make a note of it as you had to tick a box to say you had done this.

You  will have to keep trying with Sky I'm afraid as I don't think there is anyway you can get your access back without their help.