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Discussion topic: Additional user locked out

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This message was authored by CharleyV This message was authored by: CharleyV

Additional user locked out

So Sky in their infinate wisdom decided to lock out my sons Sky id due to suspected "suspicious activity" on the account. this in turn locked out his Yahoo email. now he cannot access his email or his sky account as the system runs around in circles as the "Sky ID" sends an e mail to the locked account, or asks for the memorable word, which does not work as they have locked out access to this.

 

I have been told to try Yahoo as they are nothing to do with this anymore, which is a premium rate number. if i go directly to Yahoo's home page and try to use the "forgot password " etc, it takes us to the Sky ID page!!!!!

 

Has anyone got any ideas on this?

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This message was authored by caesarome This message was authored by: caesarome

Re: Additional user locked out

Posted by a Superuser, not a Sky employee. Find out more

@CharleyV 

Has the account holder tried this by calling the number shown here:

 

https://www.sky.com/help/articles/how-to-unlock-your-sky-account

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This message was authored by Mark39 This message was authored by: Mark39

Re: Additional user locked out

Posted by a Superuser, not a Sky employee. Find out more

The lock is applied automatically by Yahoo (not Sky) when 'suspicious activity' is identified, which may explain why both his Sky Yahoo Mail and Yahoo Mail accounts are affected.

 

You could speak to Yahoo about his Yahoo Mail account but they won't help in relation to his Sky Yahoo Mail account - that's solely Sky's responsibility.

 

If you clear your browser cache, or use your browser's incognito/privacy mode you might be able to get to Yahoo's forgotten password  link, but that won't work for the Sky Yahoo Mail account.

 

It appears from previous posts that Sky don't have a defined process for unlocking a Sky Yahoo Mail account locked by Yahoo. You may need to raise a formal complaint with Sky in the hope that it receives the attention of someone able to deal with it.

CharleyV
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This message was authored by CharleyV This message was authored by: CharleyV

Re: Additional user locked out

So after having no luck with Sky, they directed me to contact Yahoo. I called them on the premium number.

 

As soon as i was going through the automated option using the provided pin number it advised that this was a "Sky email address and you must contact sky to get the issue resolved". 

I have filled out a complaints form and hope I get called back. I think I need a proper boffin now.

 

btw I used to work for them and in 7 years dealt with a lot off issues. I don't need to shout at anyone, just get a resolution.

This message was authored by caesarome This message was authored by: caesarome

Re: Additional user locked out

Posted by a Superuser, not a Sky employee. Find out more

As your Sky ID has been blocked it is pointless calling Yahoo, I had this happen to me a few years back and it took me three calls to Sky to get through to someone who knew what to do. The trick I found is not to mention that your email account has been locked because as you have found you are wrongly directed to Yahoo, but instead tell them that your Sky ID has been blocked because once it has been unlocked you should be able to get access back to your email account.

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This message was authored by jayach This message was authored by: jayach

Re: Additional user locked out

Posted by a Superuser, not a Sky employee. Find out more

It's odd that you say both the Sky ID and the email have been locked out.

If it was Yahoo doing the blocking, I would still expect the Sky ID to be accessible.

As @caesarome says, concentrate on getting the Sky ID unblocked, the email should follow.

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