I'm trying to assist a relative with a hacked Sky.com email account. I suspect the issue stems from a reused password that was leaked from other websites. The account lacked MFA, and it seems the security details, such as the memorable name, have been changed. In short, my relative cannot use any self service password reset options.
I work in the tech industry myself, so naturally, I've been doing the legwork to resolve this. However, despite trying multiple numbers, I haven't been able to reach the right person, including:
I advised my relative to create a new email account and start updating sites to use the new address to minimse further damage. However, some services require email verification to make this change.
One Sky technical support agent helped them set up a new linked account to Sky ID, after confirming no new hardware has been ordered etc, but I'm still keen on recovering access to the original account. When I called again today, I was told that if the Sky.com email was still linked to the Sky ID, they could have reset the security questions - making this situation even more frustrating.
Throughout our conversations, Sky has directed us to Yahoo, while Yahoo insists we need to contact Sky. When attempting to use Yahoo’s premium support, the help pages lead here:
Fix problems signing into your Yahoo account | Account Help | Yahoo Help
And following the account lockout link:
https://login.yahoo.com/forgot?lang=en-GB&intl=uk
When calling the number and entering the code, an automated message states, "It looks like your account is managed by Sky.com, please call xxx or press 1 to be transferred to Sky." However, when selecting this option, the line goes dead.
As an IT professional, it's incredibly frustrating to hit a dead end when trying to escalate a security issue. There seems to be no clear way to get Yahoo to contact Sky or to reach someone at Sky who can actually resolve this. Four hours of calls, just trying to track down someone—maybe a 'Dave' in the back office—who manages the Yahoo admin console for email delivery, but I haven't found them yet.
There is a serious lack of meaningful support in finding the right person to handle security breaches like this. I hope this reaches someone who can genuinely assist in resolving the matter.
It’s a perfect example of how "computer says no" has become the norm - getting through to an actual human who can fix the problem feels impossible. This is exactly the opposite of the service I strive to provide as a CSP. No one should have to deal with the poor service Sky offers, especially after migrating away from Gmail, with no proactive encouragement for users unfamiliar with security best practices to enable MFA.
Dave - feel free to reach out..!
Moderator note: numbers removed
