Dad can’t remember his password and we don’t have access to recovery email

[Aaronmdaniels]

Hi guys 

so, my dad has been signed out of his sky email on his phone and we can't remember his password 

his recovery email is an email address we no longer have access to, an old work email. 

we need to get in contact and get the recovery email changed. 

we just tried calling sky customer service and it was not helpful at all. 
we told them the problem multiple times and they kept asking for the password, and then a code from the email, which we obviously don't have access to. They wanted us to confirm with sky streaming WiFi or mobile accounts, which he doesn't have. He only has sky email from years ago. 

I just want to be told who we can contact, so that dad can tell them his sky email account, do the security checks, and then we can change his recovery email. 

[jayach]

How does your dad usually access his email? Browser or App? (if browser, it's just possible the browser will remember the password from the last time he successfully logged in)

I would suggest calling Sky again, and ask to be transferred to the IDM (Identity Management) Team, they may be able to verify him and enable access.

[Aaronmdaniels]

Normally in app and suddenly it's asking him to verify his password. 

he's not great at technology honestly so I do a lot of this for him but I can't for the life that f me remember his password 😕 the browser only remembers the old old password 

I'll try the identity management team. It's just disheartening when I've described the problem - we have no access to his email without changing the recovery email, to be told they need us to give them a code that they've sent to his email