Cannot log in and access email account

[TT1205]

For weeks I have tried to access my Sky/Yahoo email account, and keep getting an error message saying incorrect password. Attempted to go the "forgotten password" route, and I am advised to access a recovery code at a completely nonsensical/non-existent address. I have tried any/every route to reset the password, and each time I end up back at the main sky website.  I can access my SKY account via another route, but not the email account ( for some reason, I once had two Sky accounts).  I have tried getting help via the virtual assistant, which is totally useless, and suffered through several tedious telephone conversations that only proved that Sky assistants (the real ones!) are very polite but technically incompetent.  I also tried using the complaints process, which is designed to be totally user-unfriendly, and had two complaints "Closed" after about 48 hrs, without any dialogue related to the problem.  If there was any communication, I guess it was via the email account THAT I CANNOT ACCESS!

I am a full time carer, and the email account in question has details/information relating to finances, medical appointments, holiday bookings, etc..  I have noticed that, suddenly, I have no access to even the virtual "assistant", and attempts to register another complaint are going round in circles. I, obviously, need help, but it doesn't seem that Sky have the slightest interest in providing that help.

Help, please?

[Mark39 · Accepted solution]

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@TT1205 wrote:

....I am advised to access a recovery code at a completely nonsensical/non-existent address.

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What do you mean by nonsensical? Or is it simply an email address that you don't recognise and doesn't belong to you? I'm wondering, in the first instance, whether your email account has been accessed by an unauthorised person.

[TT1205]

You may well be correct, but I fail to see why SKY can't come to the same conclusion and actually do something about it.  😊

[jayach]

Are you able to log in here, with your Sky email address?

https://www.sky.com/mydetails

[TT1205]

Unfortunately not.  Not from lack of trying.

[jayach]

Unfortunately. it does sound like your account may have been compromised.

When you next contact Sky, ask to be transferred to the IDM (Identity Management Team), once they have confirmed your identity they should be able change your password and allow you access to the account.

[Bobby+Par]

I have had similar issues. No email access for 12 days now.

I have spoken to 5 different people who all say they can help me ....but they can't. I genuinely think they want to but they are inept.

 This level of customer service / incompetence is diabolical - and Sky should be ashamed.

[Mark39]

@Bobby+Par what problem exactly?

[Bobby+Par]

It says - Cannot get mail. Authentication failed. Invalid credentials.

When I try to log on via other means ...I can't get past the 2-step verification. If says a code has been sent ....but if hasn't .

The guys I have spoken to say that there are  a lot of people with similar problems  ...and they are trying to sort it - but have no idea how long it will take.

[jayach]

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@Bobby+Par wrote:

It says - Cannot get mail. Authentication failed. Invalid credentials.

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I assume from that you are using an app/client. If so, just which one? Do you know if you set it up with a generated password?