Change registered telephone number

[Keithnic]

I do not have my original registered telephone number and I need to change my password as forgotten it. But I cannot get the code to do this...... Help

[jayach]

The password reset link is normally sent to your alternate email address.

What happens when you follow the forgotten password link? 

[Keithnic]

Hello, I need to turn off two step verification but do not have access to the old telephone number. I have rang sky but not helpful 

[Keithnic]

Hello it is sending a code to the two step verification but I no longer have access to that telephone number so going round in circles 😔

[Mark39 · Accepted solution]

@Keithnic 2 step verification is mandatory, so you can't stop it. Sky should be able to help you with changing the number the Verification Codes are being sent to.

Edited to add: I've joined your two,threads together

[Keithnic]

Hello, We have spent hours and hours literally on the phone to Sky and they have stated that they are unable to change the old telephone number because they don't have access ?  
Because it is now Sky Yahoo they told me to contact Yahoo.

After speaking to Yahoo they said sky is responsible !
Because we cannot remember our password to reinstall mail to another device this is what's happened.

We have lost years and years of emails and need to be able to retrieve.

Please can you help 😭

[Mark39]

@Keithnic unfortunately there's little we customers here can do to help you with this.

There's no point contacting Yahoo, as you've discovered. They definitely can't help. I'm afraid that's a classic fob-off by a poorly briefed Sky adviser.

I would suggest you raise a formal complaint, in writing, using the Mail Us option via the Sky Broadband and Talk button (may seem odd, but Sky have told us it's the right option to use) here: https://www.sky.com/help/articles/how-to-make-a-complaint

[caesarome]

@Keithnic 

This is the link to use to change the Humber but you will probably have a issue if you do not know your password to access it:

https://id.sky.com/mfa/manage

[jayach]

---

@Keithnic wrote:

Hello, We have spent hours and hours literally on the phone to Sky and they have stated that they are unable to change the old telephone number because they don't have access ?  

Only Sky can really help you, try contacting Sky again, and ask for the IDM (Identity management) team.

They should be able to resolve it, assuming you can pass security.

---

@Keithnic wrote:

Because we cannot remember our password to reinstall mail to another device this is what's happened.

---

Are you no longer able to access it on the original device?