Email saying account inactive and scheduled for deletion when account is used daily.

[anthonyuk]

From what I have read on here the email is not a SCAM and is legit.

The issue is SKY sending this ridiculous email out to customers advising the accounts are about to close on YAHOO.

I have logged into the SKY PORTAL www.sky.com  and under your name in the right hand corner pressed YAHOO MAIL.

This directs you to YAHOO email via the link https://skyid.sky.com/signin/email/

So there is no issues I done some changes to my password and ensured that 2 FACTOR AUTHORISTION is on.

But it seems the email from SKY is indeed legitmate and I just changed all my passwords just in case it wasnt!

[Doddie]

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@Mark39 wrote:

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@Doddie wrote:

I really think Sky need to make an official announcement to clarify what the situation is and why when so many customers clearly have an active email address they sent out the email to ththem.

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Sky's email and their help guide (link posted in an earlier reply) are official. Beyond those, you could always call.

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Thanks for the reply, i missed that link but it only adds more confusion because it states inactive accounts for 12 months:

"Sky Yahoo Mail accounts that haven't been used in 12 months or more will be deleted in line with Sky Yahoo Mail T&Cs. It can include accounts with redirects to another service, as auto-forwarding makes your account appear inactive."

Further down the page it also says:

"To stop your account closing, just sign into Sky Yahoo Mail. If you want to continue to keep your account active, you should sign into it at least once every six months."

That's exactly what i have been doing every month or two for 23 years and this is the first time i've had this 'warning' so something  must have gone wrong. It would be nice if Sky could address this 'issue' with a formal reply, however, the way this thread is heading i'll not hold out on that happening any time soon.

I'm also confused what exactly it means by "auto-forwarding" or a "redirect",  i don't have forwarding or redirecting set up on my Sky email account, i access it via POP3 on Thunderbird on my PC and via the Samsung email app on my phone which also uses POP3 settings... or as i previously said, occasionally via the Sky website on my browser on the PC which should certainly have fulfilled the requirements to flag an active account.

POP3 (and IMAP) isn't forwarding or redirecting, it's a protocal to access email on the mail server which is something the server should recognise as activity on the account and it's very odd that it hasn't.

I hope i'm not coming across as giving you or the other Superusers a hard time because that's not my intention, i am on the other hand concerned that the advice appears to be do this and you "SHOULD" be ok, when on the surface it might not be.

Fwiw, i'm not to concerened about losing emails because all mine are stored locally on Thunderbird, however losing the email address will be an inconvenience if i have to change all my third party contact details to a new email address for things such as banking etc.

[DonAx]

I have done this every month since I had the dreaded email first in January ... and this week had it again. Beyond poor customer service @Sky . From the previous thread  using mail forwarding and logging in via an app was supposed to be the issue ... clearly not if I'm going via sky directly ... frustrating beyond belief 

[DonAx]

@caesaromewhy do you say 'should' be OK... why can't sky be definitive in its reply ... if you do this you 'will be ok' ..  ? However I had this drama in January .. I log in every month via the sky website to my emails but have had the threat of closure again ? This is an issue that is obviously impacting a lot of people , yet sky seem to be unable to remedy without a lot of angst for its paying subscribers ? 

[AL+Bell]

Via Apple Mail on phone and Outlook on PC

[Mark39]

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@DonAx wrote:

@caesaromewhy do you say 'should' be OK... why can't sky be definitive in its reply ... if you do this you 'will be ok' ..  ? However I had this drama in January .. I log in every month via the sky website to my emails but have had the threat of closure again ? This is an issue that is obviously impacting a lot of people , yet sky seem to be unable to remedy without a lot of angst for its paying subscribers ? 

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Should  because as Superusers we have a high degree of confidence in what Sky have told us in private forum, and because of our experience of the results of the same exercise carried out last year. But we're not Sky and we're not privy to the nuts and bolts of how it works.

Sky have, however, been definitive in their email to customers and their help guide, that if you log in via the Sky website your Sky Yahoo Mail account won't be deleted.

[BradleyP17]

Hi All, I've contacted sky to complain as it was the only want to get to speak to someone. 

First email said they hadn't sent any emails check the sender address and any links attached, I forwarded a screen shot of the email and address it came from i then got a generic just log in etc and it will be fine to which i also stated that i do this every day and am concerned if they cant see that Ive been doing this then they may think I havent done it now and still delete my account. To which they have replied sorry for the concerns it seem to be a clich in the automated email service. 

Still not too convinced but they said dont worry my account will not be deleted.

fingers crossed 

[caesarome]

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@AL+Bell wrote:

Via Apple Mail on phone and Outlook on PC

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@AL+Bell 

Then you have been sent this email as you need to login via this link:

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

[DonAx]

I appreciate your reply ... however - I have had this notification in January , went through  a lot of hoops - backing up all my emails etc and my account thankfully remained  open. I have logged in via link provided regularly since yet still have had the same email again. As you say sky have been definitive - I've done that but still have the  same email !! It's frustrating to put it mildly but I feel for some posting on here who maybe less tech savvy ( no disrespect intended)  to try and sort this. This isn't personal against your reply but if you have a forum with the powers that be with sky can you perhaps note the distress this causes with its valued diamond customers as I am always been told!!

[jayach]

@DonAx 

Was the deletion warning sent to your Sky email address, or an alternative one?

[anthonyuk]

I totally agree the so called SUPERUSERS are just making the matter worse by ASSUMING.

Sky themselves should be intervening here and dealing with this huge mess but as usual they do nothing.

Just frustates me that you receive such emails and the lack of support provided.

ASSMUMING does not GUARANTEE anything and if these superusers are meant to help they should be addressing the problem than just SECOND GUESSING!

[StephanieA]

I first received this email a few days ago and rang up sky. He told me it was a scam as no messages had been sent to my account. Just to be safe, I logged in directly via sky website. Then a few days later. I received the same email again. I then checked and noticed the same email had also gone on the same day to the Gmail account linked to my sky account (which is a colossal coincidence if it wasn't sent by Sky) . And this was after I had spoken to sky and after I had logged in directly on the website. I now have no idea if this is a scam or real and no faith that my email which I use all the time will not be deleted and no faith that if I contact sky support I will no for sure. Feels like sky are trying to force me to change to another email provider. 

[StephanieA]

If anyone has any advice I would really appreciate it. The email comes from an email address sky have previously used and it looks genuine, also no links asking me to verify or change passwords that would scream scam. However no name on the email, just says Hello,. If anyone can reassure me or advise me I would really appreciate it as I am anxious I am about to lose my email address 

[Mark39]

@anthonyuk do the obvious - call Sky.

[Mark39]

@StephanieA it's not a scam. The email is from Sky.