Email compromised

[Hello+T]

So a couple of weeks ago my email was hacked, this allowed them to change passwords on many of my accounts and try and access my bank accounts, I contacted Sky, and carried out all the necessary things, changed password, set up authenticator, but they still get access, they send 100's of spam emails a day from my email address, I constantly receive emails asking for £500.00 to stop it, obviously I have not paid, I am at my wits end Sky not very useful tell me to contact Yahoo, Yahoo say I need to speak to Sky, I have had this email address for many years and really want to keep it, has anyone got any ideas please, it has literally driven me to tears, I have changed all passwords on all my other accounts now.

[caesarome]

@Hello+T 

Not sure if have done this or not:

You either need to be using a laptop or PC or if using a mobile make sure it is in desktop mode so give this a try:

Login to your online account:

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

Go to Settings (the screw icon on the right hand side) > More Settings > Filters and remove anything that you did not setup.

Then go to Settings > More Settings > Mailboxes > Your email address > Reply-to address

And again remove anything here that you did not setup.

If you have had to make a change then logout and change your password:

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

[Mark39]

@Hello+T it sounds as though the hacker has complete control of your account, unfortunately, if changing your password and setting up 2 step verification (is that what you meant by 'authenticator'?) hasn't stopped them. One way of enabling that, would be for the hacker to be using an app password which is separate from your Sky password, but obviously I don't know if that's what the hacker has done.

Since you're not able to cancel any app passwords that have been set up, you could try asking Sky to cancel any them on your behalf. I don't know if they're able to do that. I doubt the front line customer service advisers will have a clue about it either, so you might need to raise a formal complaint to get it looked at. My suggestion would be to use the web form option here: https://www.sky.com/help/articles/how-to-make-a-complaint  

Don't waste your time speaking to Yahoo - they can't help with a Sky Yahoo Mail account, regardless of what Sky may tell you.

[Hello+T]

Thank you so much for your reply, yes I think that is what they have done as I have tried all of the above steps,  I will try again now with sky fingers crossed I get some help thanks again