Email compromised, app password loophole

[sim2lew]

Hi,

My sky email account was compromised yesterday, someone was able to change all of the details (sky id, security questions, password, 2fa etc) and completely lock me out. After 3 and a half hours of battling against customer service giving me the runaround, fobbing me off, straight hanging up on me, I was finally able to get through to the leader support team and a lovely man called Paul was able to get me back in my account in a few minutes.

The issue is that the intruder has added app passwords to my account so it still able to access my emails, and I'm experiencing the issue with the sky yahoo settings where you just can't delete app passwords. Resetting your account password doesn't remove app passwords either so I have no way to kick them out.

I've just watched them take control of another account of mine through my sky email, while customer service was once again telling me that sky don't support their emails and I have to get in touch with Yahoo, and now it seems the customer service lines are closed for training.

Does anyone know how to directly get in touch with tech support/leadership team? 

[Mark39]

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@sim2lew wrote:

I've just watched them take control of another account of mine through my sky email, while customer service was once again telling me that sky don't support their emails and I have to get in touch with Yahoo, and now it seems the customer service lines are closed for training.

Does anyone know how to directly get in touch with tech support/leadership team? 

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An adviser telling you to contact Yahoo is a complete fob-off. Yahoo won't help with a Sky Yahoo Mail account. The only way to contact Sky is via the services centres, I'm afraid. There's no direct link to a specialist department.

[sim2lew]

Great 😞

Is there a magic phrase you can say to get put through to them?

After my most recent call I'm waiting for a call back from a manager that I know isn't coming, I really don't understand why they can't just put me through to the people who can help.

[Mark39]

@sim2lew if you don't get a callback, I would suggest raising a formal complaint. Hopefully that will find its way to someone who understands the problem and can help. I doubt the services centres have come across this before.

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

[sim2lew]

Thanks for your help, hopefully it won't come to that but this is just ridiculous.

[jayach]

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@sim2lew wrote:

The issue is that the intruder has added app passwords to my account so it still able to access my emails, and I'm experiencing the issue with the sky yahoo settings where you just can't delete app passwords. Resetting your account password doesn't remove app passwords either so I have no way to kick them out.

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Sky removed the ability to manage app passwords "to increase security", it's done just the opposite.😠

[sim2lew]

Great, so my primary email is irreperably compromised? I feel like if I could just get back to the leader support team they'd be able to fix this, but every cs rep so far has fobbed me off and/or hung up on me.

[sim2lew]

Does anyone know if Sky can do anything to fix this? Customer service are now telling me that they can't revoke app passwords at all.

[cyberluke]

Hello, this recently happened to me. Did you figure out how to remove the app password? They were able to jump straight past 2FA and set it up along with changing my password.

Thanks