Email access

[Karen317]

Hi. 

I've been unable to access email for nearly a week now.

Heres my situation. For many years I've had Sky email and logged in with my email address and password: c*******@sky.com. Even though my login to our Sky Account was different, I was always able to log in to email using the above.

I recently raised a query as to correct sign in details for our Sky Acount and Sky confirmed what this should be and set up with a different username together with a new password. Great,I thought. 

However, when I tried to log into email using c******@sky.com I was told my email and/or password were incorrect. I tried "forgot password" and was told a one time code would be sent to c******@sky.com. However, this was the whole problem....I couldn't log into Sky email!

I tried the new Sky id set up but, of course, this wouldn't work as my email sign in was still linked to c******@sky.com. I don't have a recovery email or phone number set up on my email account.

To my simple mind, I need to reset the password for c******@sky.com. As I don't have a back up email or phone number,  there appears to be a problem. However, Sky do have my VERIFIED phone number so I can't see why they can't simply send me a one time code to that number?

Even if that's not possible, surely my email account can be linked to the "new" confirmed Sky Id?

I've been in touch with Yahoo and they've told me only Sky can sort this.

I'm very worried that I'm missing important emails e.g reminders re appointments, insurance renewals etc.

PLEASE can an email expert at Sky sort this for me?

[caesarome]

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@Karen317 wrote:

However, when I tried to log into email using c******@sky.com I was told my email and/or password were incorrect. I tried "forgot password" and was told a one time code would be sent to c******@sky.com. However, this was the whole problem....I couldn't log into Sky email!

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It is for this very reason that you backup email address should be a different one so you can access the reset password email.

To confirm you can not login here either:

https://www.sky.com/mydetails/account-info

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@Karen317 wrote:

I recently raised a query as to correct sign in details for our Sky Acount and Sky confirmed what this should be and set up with a different username together with a new password. Great,I thought. 

What did they actually do here and what account are you actually using ?

[Karen317]

Hi, I tried the link you sent. I still can't get into email. 

As I said in my original post, I can access my Sky Account but not Sky email.

I had an issue logging into my Sky account last week where Sky resolved a can't find your account via my postcode. It appeared there were two sign ins on my account, they looked into it and told me which sign in details should be used. That got me into my Sky account BUT I could no longer access Sky email.

I note the comment re why backup email should differ from main email and fully understand that. However, I didn't set one up.....too late to do that now. 

As I said, Sky have a verified phone number on file and I would hope they could use this to send me a one time code to get me into my emails ie the email address c******@sky.com. (Ive used asterisks to keep the email private on this forum)

[Mark39]

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@Karen317 wrote:

Hi, I tried the link you sent. I still can't get into email. 

As I said in my original post, I can access my Sky Account but not Sky email.

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Are you saying that you can log into your Sky account successfully, but can't log in to your email account even though you're using the same username,and password for both? What error message are you seeing?

[Karen317]

No.

I can access my Sky account with user details for k****c*********@gmail .com but when I try to use these details to log into email, I get a message saying it's not possible to create a "new" Yahoo account.

When I try to use sign in details for c******@sky.com (which until last week, has always worked) I get a password not recognised message and am told that a one time code will be sent to c******@sky.com.....the very account that I can't sign into🥴

I don't have a backup email or phone registered on my email account but my Sky account does have a verified number.

In my view, I need Sky to retrospectively add my verified number to my Sky email account so I can get a one time code OR

Link my Sky Account log in details to my Sky email account.

[jayach]

@Karen317 

Your Sky account and your Sky email are completely separate accounts, although they could be linked but that is very tenuous.

So any account you log into may not be the email account. If when logged in, the Yahoo mail option from the drop down menu under your name doesn't take you to your mail, it's the wrong account.

If, when you try you sign in with your Sky email address, it says the password is wrong, is it possible you are using a password for a different account??

[jayach]

@Karen317 

What device and browser are you using to access your emails, and are you typing in the password, or relying on the browser to autofill it?

Was the problem there before you contacted Sky to "raise a query as to correct sign in details for our Sky Acount" or only after?

[Karen317]

Hi, I've tried using autofill and inputting the password manually. The problem only started after we raised a query to correct sign in details.

[jayach]

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@Karen317 wrote:

Hi, I've tried using autofill and inputting the password manually. The problem only started after we raised a query to correct sign in details.

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Have you tried the "old" password, and the new password that gets you into your Sky account?

If neither of those work, you could try calling Sky again, but make sure they are aware it is the Sky ID related to your email address you need resetting.