Account problem We apologise for the inconvenience

[Krispii]

SInce Monday evening, we've been unable to get into my husband's Yahoo/Sky email account. It was fine but then he needed to log back in and got the following message -

Account problem
We apologise for the inconvenience, but we have encountered a problem with your account.
Please contact xxxxxxxxxx  for further assistance.

Lots of email password changes later, with no progress, contacted Sky support on Tuesday morning. An hour on the phone and it was left with Support to call us back. No call occurred, so on Wednesday tried again and ended up with email support, who tried getting us to change password, clear cookies and browsing data, use various other devices etc - still no further forward. Another hour phone call occured - recycling the same ideas.

To cut a long story short, it's now 6 days since we've been able to access his email and we are no further forward.

This is getting to be a desperate situation - urgent emails, like tickets and travel info, are in that account. It still appears to be receiving mail as we have sent test messages which have not been bounced back.

Desperate for any suggestions to resolve this issue please.
(My Sky/Yahoo account is working fine)

 

[caesarome]

@Krispii 

Can your husband access this link or is he hit with the same message:

https://www.sky.com/mydetails/account-info

[Krispii]

Thank you - yes, he can access this.

[caesarome]

I had this very same problem a few years ago and it took me 3 seperate calls before someone knew what to do but in my case I also couldn't access my Sky account which is why I asked you to try that link.

There are a few things here you could try:

https://www.sky.com/help/articles/problems-accessing-sky-yahoo-mail

If nothing here helps then selct No, I still need help > I'd prefer to get in touch > Get in touch and using either the messaging service or the phone number shown to try again to get in touch with Sky.

[jayach]

When signed in as above, does he get the same message if he selects Yahoo Mail from the dropdown menu under his name?

[Krispii]

Yes - it is the same whichever way we try.

[Krispii]

Appreciate your assistance with this - still no luck though.
We've already spent more than 4 hours on the phone over the last few days so I guess we'll have another try tomorrow.
We encountered one very rude CSA who insisted that they do not deal with email issues and that we were wasting his time!