How do I restore my email if my mailbox is suspended?

[Kerrymeg]

So far it seems ok. It dies make me paranoid though! An account has been opened  with jD Williams in my name but so far apart from inconvenience, I can't see why.

[simes1]

I can assure you thisd is mnot an isolated problem, I have had this for 3 weeks now and this persons post is a mirror image of everything I am getting

[Mark39]

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@simes1 wrote:

I can assure you thisd is mnot an isolated problem, I have had this for 3 weeks now and this persons post is a mirror image of everything I am getting

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You haven't tagged the poster, or quoted their post, so it's not clear what problem you're referring to.

If you're seeing an account suspended message, you'll have to pursue it with Sky.

[jayach]

@simes1 

If you do have the same problem as the previous posters, then all the information you need to know is in the thread. It is definitely not a very common problem, there would be lots more posts on here if it was.

It is caused when Yahoo detect fraudulent activity on the email account. (spam, phishing, identity theft, etc). They block the account to stop damage to their systems and reputation.

Although it is instigated by Yahoo, you can't get them to unsuspend the account, as they have no way of confirming your identity.

Sky have the ability to confirm your identity, as you are their customer,,and can get Yahoo to unsuspend the account, but as you can see the process is not well known at Sky.

Good Luck getting it unsuspended, an official complaint or Twitter seem to be the best bets.

[MARCIA66]

I have the exact same problem as has been discussed here. I beleive Sky needs to contact Yahoo to ask them to unsuspended suspended the account. But Sky does not know what to do. I have been running round in circles with Sky since the end of September trying to get this sorted out and ended up writing a letter of complaint. In order to complain to Sky you have to write a letter and send it by post to PO box 43, Livingstone, West Lothian, EH54 7DD. For all the good it will do. They phoned me back and asked me to try forgotten password and 2 step authentication but this will not work while the account is still suspended! They just dont listen. I am waiting  for another call back but dont think it is going to happen. 

[Mark39]

@MARCIA66 as indicated in previous posts, the suspension is applied automatically by Yahoo (not Sky) when suspicious activity on an email account is detected. 

Unfortunately, Yahoo don't support Sky Yahoo Mail accounts and won't 'unsuspend' them and Sky don't have the means to unsuspend them themselves, so there's a bit of a process black hole. That means there has to be some sort of manual engagement between Sky and Yahoo for every suspended account. 

Because it's an uncommon issue, I doubt many front line advisers are aware of the problem and know who to refer to in order to address it. Hopefully your complaint will result in a resolution. 

[MARCIA66]

Perhaps you could advise the front line staff that these cases need to be referred to the Executive Team to resolve. Or supply us with an email to the Executive Team so we can contact them direct?

[Mark39]

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@MARCIA66 wrote:

Perhaps you could advise the front line staff that these cases need to be referred to the Executive Team to resolve. Or supply us with an email to the Executive Team so we can contact them direct?

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As a customer, same as you, I'm afraid that's not something I can do.

[VHeptonstall]

I'm in exactly the same boat.  I spoke with Sky today on the phone who sent me two text messages with authorisation codes to repeat and then told me they had reactivated my mailbox.  Alas, it still shows the suspended message and Sky said it is therefore a yahoo problem as everything at their end looks fine.  I'm now going down a legal route and will be writing an official complaint demanding compensation for breach of contract if they fail to fix it.

[Mark39]

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@VHeptonstall wrote:  I'm now going down a legal route and will be writing an official complaint demanding compensation for breach of contract if they fail to fix it.

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I'm not a lawyer, but from what I can see from the terms and conditions, Sky absolve themselves of any impact arising from suspension and absolutely rule out financial compensation.

Nevertheless I agree that raising a complaint is an appropriate way forward.