Change of phone number and can't access email

[Lesley0704]

I had to change my Sky mobile number due to nuisance calls.  Now I can't access my emails and Sky are seemingly unable to help because the old number has been de-activated, despite the fact that BOTH the old phone number and new phone number are recorded on my account.  Has anyone else encountered this issue?  I don't have a recovery code for the two-step authentication for Sky emails.

[caesarome]

@Lesley0704 

Help can also be found here on how to turn this off and/or change your number:
https://www.sky.com/help/home/sky-yahoo-mail/two-step-verif/articles/two-step-verification

[Lesley0704]

Unfortunately, that doesn't work.  Sky seem unable to help.  The say they can't re-activate the old number now that it's been de-activated and they didn't advise me beforehand that I'd need to use my old number in order to retain access to email.  They've sent me a PAC code so that I can re-acivate the old number with another provider (!) in order to access email.  Just doesn't make sense!

[Mark39]

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@Lesley0704 wrote:

...and they didn't advise me beforehand that I'd need to use my old number in order to retain access to email

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Well no, that's not up to Sky. If you didn't make a separate note of the Recovery Code, as Sky recommend when you activate 2-step login, this from Sky's help applies:

"Lost your recovery code and mobile number? You will not be able to access your account until you prove you own it by other means. This is part of the protection Two Step Verification provides, and because of the added security it could take up to 21 days to get access again."

That suggests Sky have a way to help, but finding an adviser who knows what to do may be a challenge.

[caesarome]

Does this help to change the number on it:

https://helpforum.sky.com/t5/Email/Sky-not-sending-my-code-to-my-phone/m-p/4519810/highlight/true#M9...