Email account suspended

[CARRIEANN25]

My email account was suspended by someone from Sky on the 23rd November. My account was hacked & the hacker was sending emails to all my contacts as though they were from me. I have been onto Sky repeatedly reporting this but in spite of promises to reactivate my account nothing has been done. They go through all my settings etc. by it is nothing to do with my device. It was them who suspended it. Surely if they can suspend it they can reactivate it. Any advice would be appreciated.

[caesarome]

@CARRIEANN25 

What happens when you login here:

https://skyid.sky.com/signin/email/

It is unlikely that your account was hacked as it is more likely that in error you supplied the login details to scammers via a fake email.

[CARRIEANN25]

I had an email supposedly from Sky saying if I wanted to carry on using Yahoo mail I had to agree the new terms & conditions. I clicked on the link & all the trouble started from there.

[CARRIEANN25]

It says this: Sky Yahoo mailbox suspended Your Sky mailbox is suspended To keep your account safe, Yahoo Mail has suspended access to your mailbox. You’ll need to contact Sky to reactivate your account. I have contacted Sky 5 times now.

[caesarome]

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@CARRIEANN25 wrote:
I had an email supposedly from Sky saying if I wanted to carry on using Yahoo mail I had to agree the new terms & conditions. I clicked on the link & all the trouble started from there.

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That email wasn't from Sky I'm afraid as it was from a scammer and sadly you have given access to your account to these people.

If they have not restored your access then you might want to register a complaint:

https://www.sky.com/help/articles/how-to-make-a-complaint

When and if yoi do get access back you will need to change your password:

https://skyid.sky.com/resetpassword/

If you do get access back then you might want to setup two step authentication as per this:

https://www.sky.com/help/home/sky-yahoo-mail/two-step-verif/articles/two-step-verification

[Mark39]

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@CARRIEANN25 wrote:
It says this: Sky Yahoo mailbox suspended Your Sky mailbox is suspended To keep your account safe, Yahoo Mail has suspended access to your mailbox. You’ll need to contact Sky to reactivate your account. I have contacted Sky 5 times now.

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This is an automatic suspension imposed by Yahoo, not Sky. We've seen a few similar cases reported.

Because it's imposed by Yahoo, Sky don't appear to have a process for unsuspending your account, or at least, not one understood by the service centre advisers.

A complaint may receive attention beyond the service centre advisers from someone who is able to find out what needs to be done. 

[CARRIEANN25]

Thank you so much.  I will try complaining as you suggest.